SUMMARY

• Salesforce Business Analyst with over eight years expertise in Salesforce Business Systems Analysis in Software Design, business and Systems Analysis.
• Expertise in configuring and administrating Salesforce CRM environment
• Expertise in Agile methodology of Software development and conducting Scrum meetings like Sprint Retrospective Meetings, Brainstorming Session.
• Successfully implemented Sales Cloud, Service Cloud, Analytics Cloud, Financial Services Cloud, Community Cloud, Commerce Cloud and Pardot in sync with Marketing Cloud while implementing digital marketing strategies.
• Solid understanding of Analytics Cloud and Confidential tools like Einstein Prediction Builder, Einstein Activity Capture, Einstein Opportunity Insights, Einstein Discovery and Sales Cloud Einstein for development of Einstein Chatbot functionality.
• Experience in working with Marketing Tools Apttus, DocuSign and Draw loop.
• Exposure to waterfall methodology especially in requirements, verification and maintenance.
• Acted as tie - breaker in several occasions to negotiate the system requirements among the stakeholders.
• Experienced in nCino Operating System.
• Implemented various SFDC and SAP CRM implementations covering Sales Cloud, Service Cloud, Quote-to-Cash, Call center, Chatter & App-exchange applications
• Well-versed in analyzing functional CRM business process which includes: Campaign Management, Opportunity Management, Order Management, Account Management, Case/Customer Service Management, Contact management, Configure Price Quote (CPQ), Role Hierarchy and Territory Management in a multi-tier environment.
• Campaign Management, Case Management, Contract Management and CPQ, IBM Business Center
• Strong experience in multiple requirements elicitation techniques - conducting user interviews and JAD sessions with the SMEs to review business requirement.
• Experienced in software testing which involved development of test cases and test scripts, and User Acceptance Testing (UAT)
• Excellent writing skills in preparing business requirements documents (BRDs), system requirement specifications (SRS)
• Worked with Marketing, Sales and Legal teams to continually improve use of CPQ tool and Salesforce.com.
• Hands on experience in SFDC development using nCino Operating System, Apex classes, Triggers, Controllers, Controller Extensions, Components, Testing, Application Design, Communities, Force.com IDE.
• Integrated 3rd party applications from the AppExchange including DocuSign, Draw loop, and Pardot.
• Working Knowledge on Sales Cloud, Service Cloud, Custom Cloud and Apex Programming On Force.com Platform.
• Knowledge of IVR application for self-serve options and CRM integration for Computer Telephony (CTI)
• Detailed understanding of Quote to Cash process in Salesforce,, Opportunity and Account management, Product creation and Product management, Sales order processing and Salesforce/FPX production support.
• Worked on CRM-Salesforce.com (SFDC both Sales cloud & Service Cloud).
• Experience on nCino Commercial Loan Origination System.
• Excellent Leadership and management skills. Team player with ability to work TEMPeffectively with all levels of organization and individually as well.
• Hands on experience in creating roles, profiles, workflow alerts and approval processes.
• Extensive hands-on SFDC Administrative experience in creating and managing Apps, Page Layouts, Search layouts and generation of email templates as per application requirements and extensive experience on customer portals and communities.
• Work on Salesforce CPQ Sterling application to create leads and add packages to the quotes and validate pricing
• Experience in Data Migration using Import Wizard, Workbench and other integration tools like and Apex Data Loader, ExactTarget API, Apttus and Pardot.
• Extensive experience in GL, AP - Procure to Pay (P2P) and AR - Order to Cash (OTC) processes.
• Provide and coaching in the use of CPQ CRM systems. Identify and development gaps and create plans to address.
• Experienced in analyzing business requirements, Entity Relationship diagram and implementing them to Salesforce custom objects, junction objects, master-detail relationships and lookup relationships
• Evaluate documents and processes based on industry leading practices and provide recommendations for improvement.
• Expertise in solving straightforward situations; analyze possible solutions using technical experience and judgment.
• Good communication, interpersonal and quick learning skills with proven ability to adapt to different project environments and have quick grasping capabilities to work with newly emerging technologies.

TECHNICAL SKILLS

Salesforce.com: Sales Cloud, Service Cloud Force.com Custom CloudSalesforce.com Reporting and Analytics of Sales, Service and Custom CloudSalesforce.com AppExchange Application for code backup and sub versioning within Salesforce

Business Processes: Service Requests and Activities, Opportunities and QuotesCampaign Management, Case Management, Contract Management and CPQ, IBM Business Center

Configuration Skills: SFDC Standard Object Configuration Campaigns, Leads, Accounts, Contacts, Opportunities, Price Books, Products, Contracts, Cases, Queues, Quotes and Custom Object developmentField creation, Page Layout creation/editing, Related list customization, Record Types, Field Level and Object level security, role hierarchies, sharing models, Workflow time-dependent actions, field updates, email alertsReports, Dashboards, Formula Fields and Cross Object Formula Fields

PROFESSIONAL EXPERIENCE

Confidential - PA

Salesforce Business Analyst

Responsibilities:

• Managed enterprise process to support system, architecture, and other business processes to help various team product owners deploy their applications per quarter to implement the changes using ITILv3 lifecycle standards.
• Performed complete analysis of existing systems and business processes related to sales (quote-to-cash), service, and Channel Partner and involved in supporting these processes
• Worked on CRM processes involving Designing, planning, development, testing and Deployment
• Configured the Salesforce.com environment. Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements on various standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports, and Dashboards.
• Created Custom objects to build new application functionality in the SFDC. Created workflow rules and defined, time triggered tasks, email templates, alerts, filed updates to implement business logic.
• Created wireframes and mockups using Balsamiq to include the chatbot box in the screen space of webpage, thus modifying the web interface and making the UI team member understand about the required changes.
• Worked with various nCino objects loans, site visit details, collateral, covenant, floods, and Salesforce standard objects and created some custom objects, tabs, validations, Page Layouts, search layouts, Workflows and its actions and Approval Processes.
• Expertise in Agile methodology of Software development and conducting Scrum meetings like Sprint Retrospective Meetings, Brainstorming Session. Excellent writing skills in preparing business requirements documents (BRDs), system requirement specifications (SRS).
• Estimated internal contract and sales processes to provide recommendation on CPQ solutions. Performed CPQ related configuration for approval rules & matrices, product setup, and process builder and flows.
• Manage design, development, and implementation of full lifecycle technical solutions for integration and implementation of new Salesforce CPQ application. Coordinate CPQ project development with cross functional teams including Reporting, QA, Sales, Integrations, and Senior Management.
• Evaluated internal sales and contract processes to provide recommendations on CPQ solutions. Established Data Hierarchy and evaluated existing data structure. Administered CPQ requirements for clients on Steelbrick.
• Maintained custom nCino-Salesforce objects.
• Designed the scripts for conversational dialogs, rules and custom scripts for the Chatbot to interact with the users.
• Created Lightning Workflows, Process Builder, Validation Rules, and Formula Fields as per business flow. Created lead management and approval processes, administered CPQ requirements for clients. Supported the team on urgent basis, resolve cases, implementation and working with real-time troubleshooting.
• Implemented sales cloud, service cloud and marketing cloud using pardot.
• Automated marketing cloud using pardot like lead qualification, lead management and sending messages.
• Responsible for designing and implementing the ordering process for various channel partners using the Quote-to-Cash functionality, system integration and partner portals.
• Interacted with the IT Project Manager on daily basis to provide the stakeholders with status updates and adjusted schedules and estimates of efforts to prioritize the requirements. Managed ongoing support request and administrative needs of users.
• Implemented Salesforce Sales Cloud, Service Cloud, and Pardot Marketing Automation on time and on budget.
• Conducted UAT along with the testers to test whether the developed chatbot functionality is working as per the expectation set by the user.
• Completed requirements analysis for Loan Origination System (LOS) project and Compliance Engine project. Documented the same in the form of Requirements documents and Use Cases.
• Significantly contributed in internal sessions for business users to enhance their understanding of Salesforce technology functionalities. Assisted in designing and preparing relevant material.
• Provided support and assistance to testing team to ensure dat requirements documentation can be easily translated into test plans, and ensure dat the proper testing plans have been completed. Facilitate daily scrum, sprint planning and sprint retrospectives meeting.
• Created Lightning Workflows, Process Builder, Validation Rules, and Formula Fields as per business flow. Created lead management and approval processes. Supported the team on urgent basis, resolve cases, implementation and working with real-time troubleshooting.
• Proficient in all phases of requirement management including gathering, analyzing, detailing and tracking requirements. Conducted Gap analysis to understand new business model and additional functionalities to be incorporated into the new application.
• Experience in Customizing Apttus CPQ for the Sales Operations, Experience in designing and implemented Apttus and Oracle solutions for Nimble and improving overall performance of quote to cash cycle and Interacted with business teams for requirements.
• Implemented sharing and security rules at record, field, and object level. Created profiles and configured permissions for the business users conforming to the organizational hierarchy. Worked with Unit Testing team for the customizations and developments done during the project.
• Created approval processes, approval page layouts and defined approval actions on them to automate the processes. Used data loader for update, insert, and bulk export or import of data from Salesforce.com objects. Worked on migrating data from diversified systems into force CRM using Data Loader.
• Design platforms for Commission Tracking and Docusign dat allow paperwork to be generated from Salesforce to our investors
• Implemented Pardot included Landing pages, Email Templates, Accounts, Prospects, Leads, Contacts upload, Reports and Dashboards.
• Established matching and duplicate rules to improve data quality and prevent duplicate data. Experience in Data migration and updates via App Exchange data loader in Salesforce.com. Administrated and monitored the company's Salesforce CRM application. Created the workflows for automated lead routing, lead escalation and email alert.
• Worked on Tabular, Summary and Matrix reports to create Standard and Custom reports. Created workflow rules, validation rules, field updates, email alerts to implement business logic. Created new user accounts and configure Salesforce.com to fit security needs at the user and organization levels including Custom Profiles, Public Groups and Roles to distribute user rights and functionality.
• Developed SOQL queries to get data from different related objects. Responsible for understanding the data migrating requirements and analyze data to be loaded from legacy systems to Salesforce.com.
• Design platforms for Commission Tracking and Docusign dat allow paperwork to be generated from Salesforce to our investors
• Developed various custom Reports & Dashboards which were used by the managers and business users. Involved in data mapping and migration of data from legacy systems to Salesforce.com Objects and fields.
• Implemented Quote-to-Cash solution using APTTUS CPQ with complex functionalities for business logic. User Management, Marketing Content Management, with knowledge of the Apttus CPQ, Involved in CPQ (Configure, Price& Quote) design and mapped to the Salesforce custom objects and involved in Apttus Advanced Workflow Approvals.
• Maintained multiple user roles, security, profiles, workflow rules, etc. Supported, trained new end users on the One Commute, Salesforce and Pardot applications.
• Drive JAD sessions with SME's, developers, QA to write the change requests, requirements to develop specifications covering flow charts, data flow diagrams using MS Visio, documented strategies, code and acceptance test criteria for various modules.
• Customized page layouts for Opportunity, Contacts and Accounts depending upon user roles and groups. Used Sales Force Automation for Sales Lead Management, Opportunity Management, Account and Contact Management, Data Quality Management, Approvals and Workflow.
• Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports and Dashboards. Created Custom objects to build new application functionality in the Salesforce.com.
• Created workflow rules and defined related tasks, time triggered tasks, email templates, alerts, filed updates to implement business logic. Created approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Mapped form fields/objects between Salesforce, Documents, Drawloop and Docusign.
• Involved in end to end testing for acquisition Org's including UAT Testing and Signoff from the Business. Worked on creating the Test data for E2E testing and UAT. Very Good knowledge of Apex, Visual force, Triggers, Workflow, Reports and Dashboards.

Confidential -Columbus, OH.

Salesforce Business Analyst

Responsibilities:

• Develop requirements gathering sessions with stakeholders and translate into technical requirements.
• Performed a variety of vital tasks including inputting client cash management sales requests into programs such as Salesforce and utilizing operations interfaces in order to better assist clients with cash management service set-ups.
• Involved in writing test strategy and cases with TCOE (testing center of excellence team) . Facilitated UAT with business stakeholders.
• Identify and streamline workflows using the nCino platform.
• Work closely with developers to customize and develop, design and manage ongoing system enhancements to meet the organization's goals.
• Clearly communicated enhancements, new developments, releases, support, and to Business stakeholders and customers.
• Worked with Marketing, Sales and Legal teams to continually improve use of CPQ tool and Salesforce.com.
• Created CPQ (Quote to Cash) process using Apttus CPQ and AppExchange tool in Quote, Contract and Order Management process which includes product and service configuration, quote creation, pricing structure, billing statement, payment & receipt.
• Solve complex problems and develop innovative solutions related to the Apttus CPQ platform while driving for OOTB solutions and articulating pros/cons of customizations.
• Worked extensively with SMEs in understanding and documenting their requirements pertaining to Loan Origination.
• Ensured dat the requirements, enhancements and defects for all releases TEMPhas been developed, fixed and tested by creating traceability matrices between the project artefacts.
• Partnered with cross-functional SFDC users and stakeholder's enhancements through the SFDC steering committee.
• Exposure to the nCino Implementation.
• Managed the Contract Management and Order Management (Quote to Cash process) using the Apttus CPQ & CLM Application App Exchange tool.
• Conduced elicitation and translated the elicitation results into Business Requirement Document (BRD) for Loan Origination Module and KeyBank mobile app.
• Created and deployed several Salesforce reports for different user profiles based on the need in the organization.
• Worked on implementation of Apttus is Salesforce.com cloud based quote-to-cash stack of products, including CPQ (configure/price/quote), billing, revenue and rebate management, along with other related solutions.
• Configured SD billing function such as collective billing, periodic billing, and billing according to customer schedule, and delivery related billing, contract billing, credit memo and debit memo.
• Maintain and support the objectives of current Customer Relationship Manager (CRM) and Apttus Configure, Project, Quote (CPQ) systems
• Provided administration of the SFDC environment; including customizing and implementing profiles, roles, security settings, sharing rules, permission sets, custom objects, custom fields, page layouts, workflows, validation rules, alerts, dashboards, and reports.
• Reviewed inventory control reports for discrepancies and provided recommendations for corrective action.

Confidential -Dallas, TX.

Salesforce Business Analyst

Responsibilities:

• Solely responsible for organizing and conducting requirements elicitation meetings with various businesses. Collected functional requirements from clients for Salesforce technology enhancement and initiatives.
• Actively coordinated with the development team and conducted brainstorming sessions for TEMPeffective analysis of customer requirements.
• Facilitated Joint Requirement Planning (JRP) sessions with SME’s in understanding the Requirements pertaining to Loan Origination to Loan Processing.
• Involved in gathering customer requirements from business user teams spread over the Sales and Customer service.
• Documentation of past and current SFDC environment nCino implementation.
• Administered Salesforce CRM applications for Sales, Marketing and Support Departments. Involved in creating multiple analytical reports, with varying degree of complexity.
• Initiated preparation of requirements management plan, business and functional requirement documents.
• Created use case diagrams to facilitate better system understanding.
• Significantly contributed in internal sessions for business users to enhance their understanding of Salesforce technology functionalities. Assisted in designing and preparing relevant material.
• Created new custom objects, assigned fields, designed page layouts, custom tabs and components.
• Efficaciously utilized Salesforce to outline organizational hierarchy, create relevant profiles and roles; accordingly worked on visibility and security settings to meet business requirements.
• Designed different Salesforce custom dashboards and deployed several reports for various user profiles based on business functionalities and needs.
• Implemented various types of email templates for auto response to customers.

Confidential

Salesforce Business Analyst

Responsibilities:

• Managed verbal and written communication with the user groups and stakeholders across multiple geographical locations including US and Europe.
• Understood existing ecommerce website and wrote specifications for enhancements by using existing legacy system documentation and procedures.
• Interacted with various business user groups representative for marketing, sales and customer support department to increase the user adoption for helping them use the Salesforce application.
• Developed Business requirements (BRD) and Functional requirements (FRD) documentation based on user specifications.
• Responsible for performing Functional, Regression and User Acceptance testing on enhancements made to the loan origination system.
• Created wireframes and Mock-ups enabling the business users to visualize the website.
• Adapted UML diagram approach and created Use Cases for better understanding of system interaction for development team
• Created Requirement traceability matrix (RTM) documents for the purpose of requirement mapping.
• Added users, roles, public groups and implemented additional role hierarchies, sharing rules and record level permissions to manage sharing access among different users.
• Implemented minor enhancements on standard objects like Campaigns, Accounts, Contacts, Opportunities, Activities, Dashboards and Reports.
• Designed various Email templates.
• Customized the Dashboards to the track usage for productivity and performance of business centers and their sales teams.
• Added new custom objects, assigned fields, designed page layouts and custom tabs
• Designed and deployed Custom tabs, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Created and deployed several reports and dashboard for different user profiles for the sales, marketing and supply chain teams.
• Reviewed Test Case and Test Scenarios. Extensively involved in UAT Testing using Force.Com utilities
• Participated in the sessions provided by the Salesforce team and support end users.
• Provided user support and bug fixing activities.
• Managed and created Change Request (CR) and Change log documents.