SUMMARY

• 7 Years of IT experience as Systems Analyst with extensive of experience with solid understanding of business requirement gathering, documentation, business process flow and business process modelling.
• Extensive experience in gathering Business/Functional user requirements, creating Use Cases as per user requirements, developing/designing UML diagrams such as Activity, Class, and Sequence diagrams in addition to creating Business Requirements Document.
• Proficient in all phases of Software Development Life Cycle (SDLC), which involves requirement gathering, requirement analysis, agile, functional design, implementation and enhancement of projects in SalesForce.com
• Experience in developing Salesforce CRM App Exchange applications, Service Cloud and Sales Cloud Functionalities and also good in configuring and administrating Salesforce CRM environment.
• Experience in using Salesforce.com Creating Roles, Profiles, Email Services, Page Layouts, Workflow Alerts, Actions, and Approval Processes.
• Hands on experience implementing Security/Sharing rules, Configured permission sets, Field level Security, Record level Security, Profiles, Role sand resource monitoring at different hierarchical level of Organization
• Skilled in customizing standard objects like Accounts, leads, Opportunities, Cases and Campaigns as needed.
• Expertise in Salesforce Data Validation, Sales, Marketing, Customer Service and Support Administration
• Experience in Object Oriented Analysis and Design (OOAD) and understanding of the Force.com architecture and SOA based EAI standards order to provide guidance and direction to the customer.
• Strong knowledge in customized Case Management with Escalation Rules, Workflow, Approval Process, Validation Rules, Reports and Dashboards.
• Proficient in Data Migration from Traditional Applications to Sales Force using Data Loader Utility, Jitterbit, Informatica On Demand and Cast Iron.
• Implementation experience on using Apex Language (Classes, Controllers & Triggers), Visual force pages, Custom tabs, Custom Objects, S - Controls, Reports, Analytical Snapshots and Dashboards.
• Experienced in web technologies like HTML, XML, CSS, JSP, JavaScript, WSDL, and SOAP
• Experienced working in Cross-functional teams, identifying business requirements and supporting sales/marketing efforts.
• Involved in project to understand the business needs and objectives of the system and interacted with the end client/ users and stakeholders, involved and gathered requirements for the integrated system.
• Lead planning meetings, analysis development, test inspections, and other project meetings throughout project life cycle.
• Working with user group for requirement gathering throughout the planning and implementation.
• Develop reports, dashboards, and processes to continuously monitor data quality and integrity.
• Created and deployed several reports using Salesforce.com platform.
• Experienced in using Excel to create Pivot tables, VLOOKUP functions and accessing multidimensional cubes from Excel.
• Great interpersonal and communication skills, focused, self-motivated, organized, quick learner and team oriented.

TECHNICAL SKILLS

Skills, Leadership and Training: Project Management, Strategy, Business Development, Customer Relations, New Business Startups, Mergers, Purchases, Business Analysis, Business Automation

Salesforce Tools: Force.com Explorer, Force.com Data Loader, Force.com Platform (Sandbox & Production)

Salesforce Technologies: SOQL, SOSL, Triggers, Data Loader, Workflows & Approvals, Page Layouts, Security & Sharing Rules, Reports & Dashboards

Operating Systems: Windows 7/8, MAC, UNIX, Linux

Documentation Tools: MS Office, XML, HTML, JavaScript

Sales Cloud: Salesforce automation including Leads, Web to lead, Accounts, Contacts, Opportunities, Contract, Partner Portal

Service Cloud: Cases, Solutions, Ideas, Customer Portal, Customer Self Service portal, web to case, email to case

Marketing Cloud: Salesforce automation including Campaigns, Leads, Accounts, Contacts, Opportunities, Contract, Customer Portals

PROFESSIONAL EXPERIENCE

Confidential, Austin, TX

Sr Salesforce Business Analyst

Responsibilities:

• Performed in-depth analysis of business practices and provided recommendations on ways to improve the processes.
• Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.
• Worked on Sales cloud and service cloud.
• Experience working on Case Management, captured cases from the company's website and customer emails.
• Created case sharing model and assigned cases to users according to the role hierarchy.
• Escalated cases according to the case priority
• Created Case Queues which automatically assign cases to a specific user or group of users based on predefined criteria
• Worked on Record Types, Validation Rules, Triggers and Page Layouts.
• Planned and conducted requirements elicitation meetings with the business to collect functional and non-functional requirements relating to client's Salesforce technology enhancement and initiatives.
• Conducted brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Created a sync of contacts, email alerts, events and tasks between Salesforce to Outlook and Outlook to Salesforce successfully.
• Created Email Templates and Mail Merge Templates and was involved in doing the mail merge for different standard and custom objects.
• Worked on various AppExchange products according to the needs of the organization.
• Worked on various Salesforce.com standard objects like Case Management, Accounts, Contacts, Content, Reports and Workspaces.
• Worked towards preparation of requirements management plan, business and functional requirement documents.
• Outlined the organization hierarchy and created profiles, roles accordingly in Salesforce; worked on visibility and security settings around them as required by the business.
• Involved in mapping the fields between the current reporting system and Salesforce using data loader.
• Performed import and export operations to load customer data and other master data using data loader.
• Conducted internal training sessions for business users on Salesforce technology functionalities, especially with respect to reports and dashboards.
• Analyzed different business reports and guided the team on deployment and customization of those reports in Salesforce.
• Worked on designing different custom dashboards for various user groups based on their business functionalities and needs.

Confidential, Jacksonville, FL

Sr.Salesforce Business Analyst

Responsibilities:

• As a Salesforce Admin and Business Analyst worked closely with core sales team and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects of Salesforce.com(SFDC).
• Providing ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflow, Triggers.
• Integratingexisting Applications withSalesforce.com
• Migrating Applications with Salesforce.com using an ETL tool to make sure that the migrations takes place without any loss of Data and it is stored in correct Data base.
• Worked on Service cloud, tracking customer inquiries, escalating issues requiring specialized support and monitored client's productivity.
• Implemented SFDC Sales Cloud, Created Group, Deal Rooms provisioning and marketing teams
• Used Data Loader for insert, update, and bulk import or export of data from Salesforce.com Objects.
• Used it to read, extract, migrate and load data from comma-separated values (CSV) files.
• Migrated Data from traditional software to Salesforce.com
• Responsible for Data load and migration operations using Force.com Apex Data Loader.
• Complete bulk imports and migration of data using Apex Data Loader.
• Used Jitterbit cloud data loader to load files and update the database from traditional to salesforce platform.
• Defined lookup and master-detail relationships on the objects and created junction objects.
• Designed and deployed Custom objects, Entity-Relationship data model, validation rules, Page layouts, Custom tabs, Components, to suit application needs.
• Defined lookup and master-detail relationships on objects.
• Developed automated workflows and approval processes for opportunities, quote discounts, and lead routing.
• Created various profiles and configured permissions based on organizational hierarchy requirements.
• Create and Customize Custom Objects, Formula Fields, Cross-Object Formulas, Roll up summary fields, validation rules, dependent picklists and complex page layouts.
• Created Page Layouts, Record Types, Profiles, Permission sets, security and sharing, Cases, Report Types, Reports and Dashboards, master-detail and lookup relationships.
• Create workflows and Approval processes.
• Developed and maintained validation rules and custom workflow.
• Responsible for performing administrative functions in Salesforce.com CRM such as create/modify pick lists and lookup fields.
• Developed and maintained custom reports.
• Developed various Custom Objects, Tabs, Components and Visual Force Pages and Controllers.
• Created Users, Roles, Public Groups and implemented role hierarchies, sharing rules and record level permissions to manage to share access among different users.
• Designed and deployed dynamic workflows, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Developed and configured various Reports and Report Folders for different user profiles based on the need in the organization.
• Identify opportunities for campaigns, services, and distribution channels that will lead to an increase in sales.
• Submit weekly progress reports and ensure data is accurate.
• Understand the company's goal and purpose so that will continual to enhance the company's performance.
• Responsible for defining the scope of the project, gathering business requirements, doing gap analysis and documents them textually or within models.
• Interacted with the stakeholders by interviewing them, by preparing questionnaire and getting feedback.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Granting access to different level of users within the organization and outside the organization in order to ensure the security of the data.
• Granting accessibility to various fields in order to maintain high level of security to the fields.
• Experience withSalesforce.com Reports, Dashboards, Forecasts, Workflows.
• Extensive experience working on custom objects, custom fields, Pick list, role-based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, Custom Tabs, Custom reports, Report folders, Report extractions to various formats, Snapshots, Dashboards, and Email generation according to application requirements.
• Extensive Knowledge in building Custom Applications that includes administration, configuration, implementation and support experience with Salesforce.com platform.

Confidential, San Jose, CA

Sr.Salesforce Business Analyst

Responsibilities:

• Handled Salesforce.com administration/configuration, daily support & maintenance, and reporting analytics for Sales and Support teams
• Interacted with various business user groups, SMEs for gathering requirements for Salesforce implementation & developed and documented the Business Requirements.
• Developed Business requirement Document, Need Analysis, Functional Specification and User Requirement Documents.
• Created Use Cases, Use Case Scenarios, and Use Case Specifications.
• Escalated unresolved issues to Salesforce Premier Support and published ideas in Salesforce Ideas community.
• Created reports and dashboards to provide Inside Sales and Customer Service KPIs for senior management, Fulfilled miscellaneous reporting requests by developing annual sales plan, quarterly and monthly forecasts, quota setting, and other ad hoc analysis.
• Designed and maintained complex user roles, security, profiles, workflows rules, validation rules and, custom workflows, queues, licenses, capacity and storage management.
• Used detailed knowledge of application features and functions to assess the scope and impact of business needs throughout analysis and completion of all enhancement specifications for each business partner and cross impacted groups
• Built relationship across multiple technology, operations, services, sales, program and product team to accomplish end goal
• Facilitated requirements gathering cross multiple vendors and organizations
• Performed the detailed analysis of functional and technical requirements; designed and deployed the custom objects; identified the lookup and master-detail relationships; and created the junction objects.
• Implemented security and sharing rules at object, field, and record level for different users at different levels of organization.
• Also created various profiles and configured the permissions based on the organizational hierarchy.
• Created new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports.
• Implemented pick lists, dependent pick lists, validation and formula fields to the custom objects.
• Implemented the validation rules on the objects and tabs, Page layouts, Custom tabs, and Components to suit to the needs of the application.
• Implemented the workflows and approvals for various functional requirements.
• Implemented the searching and tagging functionality; developed various custom reports and dashboards for data analysis.
• Used field level security along with page layouts to manage access to certain fields.

Confidential, Mountain View, CA

Salesforce.com Business Analyst

Responsibilities:

• Developed Workflow rules and Formulas and designed page layouts for Direct Sales Unit Management and Service Cloud users.
• Worked on creating new custom objects and custom fields to accommodate proposed business changes.
• Downloaded and implemented Lead Scoring App from AppExchange for Lead Prioritization and presented the functionality to the Business Users.
• Interacted with Confidential Inc. for download and implementation of Demand Tools and Dupe Blocker for Data Cleansing, Data Deduplication and real time Data Deduplication.
• Developed various reports and dashboards to view Agent Activity, Dropped Leads, Number of Accounts, Contacts and Opportunities created in specific period etc. for Direct Sales Unit.
• Worked with Import Wizard and Data Loader to upload data to Lead and Call objects in bulk.
• Designed the Organization wide settings for the Standard and Custom objects to give different levels of access to the users.
• Setup meetings with various business teams to gather requirements and design and develop a specific functionality.
• Created Queues to own records, Public Groups to share records, Communication templates to send appropriate notification to the users.
• Created Validation Rules to check the accuracy of the data user have entered and give appropriate message to the user based on the validation criteria.
• Prepared deployment checklist, deployment plan and performed deployments using Change Sets.
• Maintained Troubleshooting Guide for Salesforce issues to have immediate solutions.
• Highlighted issues and affected timelines to the management much in advance to mitigate risks.
• Received customer appreciation multiple times in all-IT meetings for solving critical issues and blockers and for effective communication.

Confidential

Business Analyst

Responsibilities:

• Worked closely with sales team and business analysts and performed detailed analysis of business and technical requirements and designed the solution by customizing various standard objects and Custom objects of SalesForce.com (SFDC).
• Implemented case automation to track and solve customer's issues. This helped to form a common platform to address Business Users issues.
• Minimized the custom code by using the standard configurations such as Workflows, Validation Rules, and Auto Response Rules.
• Designed various Webpages in Visual Force for implementing Business requirements on Accounts and Opportunities.
• Worked extensively on Accounts, Contacts, Leads, Opportunities and other standard objects and additional fields, layouts and record types for custom objects.
• Data modeled the Salesforce Application by using Lookup and Master detail relationships on the objects and created junction objects to establish connectivity where ever required.
• Worked on Roles, Profile, Access settings, and Page Layout features of Salesforce platform.
• Designed and developed SFA based Application on Force.com Platform in Salesforce.com environment with Apex programming language at backend and Visual-Force pages as user interface.
• Performed Deployment activities using ChangeSets and Eclipse IDE.
• Prepared functional requirement and design documents.

Confidential

IT Business Analyst

Responsibilities:

• Provided inputs in the strategic development of detailed project plans, work assignments, target dates etc. during the JAD sessions.
• Developed questionnaires and organized meetings emphasizing the scope of the project in order to provide key initiatives in working with users in defining project and system requirements.
• Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, and OOD using UML and set the technical foundation for Oracle 9i and MS-SQL system.
• Analyzed the results of scenario testing and added comments for high-level management understanding during teleconferences.
• Developed policies and procedures from loan promotion to loan termination based on the process flows created in Visio.
• Performed requirement analysis keeping in mind the existing system and the technicalities of the new business stream of Toyota.
• Developed strategic partnerships with the business unit to prepare a solid knowledge base of the business line, including the business plan, products, and process' and revenue streams aimed towards problem solving.
• Created policies and procedures document with client specified format requirements.
• Helped the management in setting up Escrow account, GL etc.
• Played a key role in the planning, testing, and implementation of system enhancements and conversions, especially the in corporation of data warehousing techniques in system.
• Assisted in presenting reports and analysis to help guide the management.
• Guided new members on the project on resources and material available and the goals for future.
• Established a RUP (Rational Unified Process) centric business analysis methodology.

Confidential

Business Analyst

Responsibilities:

• Responsible for defining the scope of the project, gathering business requirements, doing gap analysis and documents them textually or within models.
• Interacted with the stakeholders by interviewing them, by preparing questionnaire and getting feedback.
• Gathered and documented the requirements that are critical to the business mission and using those requirements to design application software.
• Gathered requirements for generating account balance and transactions reports for a full year.
• Gathered requirements for linking the card payment system to the centralized payment system.
• Used Requisite Pro to document requirements, associated change requests with requirements and connected requirements with Use cases.
• Documented business workflows textually as well as in UML diagrams according to RUP for the stakeholder review.
• Supported IT unit creating functional specification documents for the design, development and implementation of strategic projects.
• Created use case scenarios and documents work flow and business process.
• Conducted FRS and URS reviews and walkthroughs with the designers, developers and stakeholders.
• Supported the assigned project manager with creating detailed project plans assisting in developing, scheduling and tracking project timelines.
• Analyzed and documented Business requirements and detail design of the software for full understanding of the business.
• Hands on experience in creating JIRA
• Tickets Conducted JAD sessions to allow different stakeholders to communicate their perspectives with each other, resolve any issues and come to an agreement quickly.
• Performed feasibility, adaptability study and risk analysis to identify the business critical areas from the user perspective.