SUMMARY

• Business Analyst with 6+ years of professional experience in Business Requirement Gathering, Business Process Flow, Business Process/Data Modeling, Data Analysis, documentation, support in test strategy definition and UAT phase support
• 4+ years of hands - on experience developing / administration / supporting SalesForce.com
• Exposure to Apex classes, Visual Force pages, force.com implementation, reports development
• Proven experience with Salesforce.com platform - Sales Cloud, Service Cloud, Force.com
• Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management and Opportunity Management.
• Customized data loader configuration to send legacy data tosalesforce.com (batch job)
• Defined Lookup and Master Detail relationship on objects and created junction objects to establish connectivity.
• Used the Sandbox for testing and migrated the code to production instance after testing.
• Knowledge of best practices around securing and auditing custom applications on Force.com
• Specific knowledge within multiple SFDC specialties: Sales, Data Integration, Reporting, Force.com, Content, Knowledge, AppExchange
• Completed 3 full life cycle implementation as a BA with 2 full life cycle Salesforce implementation.
• Actively used Joint Application Development(JAD) sessions with Business Users, SME’s,Stake holders
• Adept in producing documents like Business Requirements Documents (BRD), Software Requirement Specifications (SRS).
• Created Requirements Traceability Matrix (RTM), functional decomposition and Data flow diagrams (DFD).
• Prepared Business Process Models that specified all the activities of the business from the conceptual to the procedural level.
• Worked within the framework of iterative and incremental software development process (RUP/ Agile)
• Expertise in preparing Use cases, Use Case Diagrams, Analysis and Design Models using Unified Modeling Language (UML) in MS Visio.
• Knowledge of constructing different types of UML diagrams such as Activity Diagrams, Sequence Diagrams, Communication Diagrams and Interaction Overview Diagrams.
• Proficient in the complete SDLC process i.e. Project Scoping, Planning, Analysis, development, Implementation, Organizing and support.
• Maintained Change management throughout inception phase to transition phase
• Assisted PM in setting realistic project expectations and in evaluating the impact of changes on the organization and plans accordingly.
• Performed GAP analysis between current and future systems for an increase in productivity and cost reduction.
• Involved in ROI Analysis of existing policy management system, Risk analysis for the areas of uncertainty and Interface analysis.
• Conducted benchmarking activities to set best figures for KPI modeling to help drive costing decisions by applying SMART analysis.
• Defined and created Test cases, analyzed defects, by interacting with QA /developer teams in fixing errors.
• Assisted the development teams by writing simple SQL queries.
• Knowledge of MS Project to follow up the progress of the Project

TECHNICAL SKILLS

SFDC Tools: Data Loader, Connect Offline, SalesForce to SalesForce, Sandbox

Force.Com: Knowledge of Apex Custom Controllers, Extension and Apex triggers, Visual force, SOQL,SOSL, packaging and migrations, Force.com IDE (Eclipse)

Databases: MS Access, SQL server

Requirements Management: Use Cases, Functional Requirements, JAD Sessions, Prototyping

Project management applications: MS Office Suite, MS PROJECT, Lotus Notes

Reporting/Documentation Tools: Adobe Acrobat, MS Office Suite - MS Power Point, Word, Excel, MS VISIO for UML, Rational Rose

Operating System: MS Windows 95/98/XP/2000/VISTA/7, MAC OS, Linux

Methodologies: WATERFALL, RUP, AGILE, SPIRAL

Programming Language: C, C++, SQL

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Salesforce (SFDC) Business Analyst

Responsibilities:

• Developed and delivered solutions to real customer problems with an emphasis on Sales and Customer Service.
• Assisted in the development and maintenance of Visual force, AppExchange packages installation (Google Ad words), Force.com pages and integration to other third party solutions to be parallel with overall business strategies.
• Developed a web-to-lead functionality which directs leads to Sales force CRM.
• Involved in technical design, configuration, development and testing of Force.com custom applications, interfaces and reports
• Knowledge on Salesforce customization using Apex Extensions and Triggers.
• Implementation of new enhancements including creation of custom objects, workflows, email alerts templates, reports, and campaigns as needed.
• Ability to analyze and assess business requirements, mapping the capabilities to the salesforce.com application.
• Worked with National Office database team to support and train new end users on the salesforce.com application
• Prepared progress reports, status reports and Dashboards and submitted to the management on an ongoing basis to monitor data quality and integrity.
• Performed GAP analysis with different business groups to ensure that the company standards and initiatives are met.
• Created, maintained and negotiated skillfully to convince and obtain mutual agreement on business/functional requirements with stakeholders prior to achieving signoff
• Ensured business/functional requirements can be traced back to high-level requirements by means of data flow diagrams(DFD) and Requirement traceability Matrix (RTM)
• Created use cases, activity diagrams, workflows diagrams for current/future business process flows using MS Visio
• Identified and documented process changes and system enhancements. Implemented process improvements through redesign are at the forefront of all initiatives through prototyping.
• Evaluated measurable project benefits, i.e. efficiency and control; track and present metrics feasibility analysis.
• Conducted calls with the offshore development team to ensure progress and represent development on client calls.
• Provided alternative methods/options for business and technical requirements, taking into consideration long term maintenance, ease of use, scalability, data quality and security
• Assisted with required data analysis, interpretation, correction and documentation presentation

Confidential, Torrance, CA

SFDC Business Analyst

Responsibilities:

• Worked on out of the box salesforce.com functionalities
• Managed User Profiles, set up field level security and Organizational wide defaults (OWD) across the organization.
• Customized Salesforce CRM Enterprise Edition including fields, page layouts, record types, reports and dashboards.
• Integrated with Microsoft Outlook keeping a record of customer communications and helps reps is more efficient.
• Familiar with Apex language and its application (triggers, classes, visual force, sites.com etc.)
• Assisted to implement Salesforce CRM call center which managed employee benefit cases, unifying customer service and sales data which provided instant visibility to issues.
• Provided technical guidance to developers to customize Apex codes according to requirements.
• Experience with laying out Salesforce Roadmap in collaboration with the end business customer.
• Researched Force.com to recommend best design/implementation approaches and meet business requirements
• Planned and implemented data migration and conversion activities
• Consolidated and Cleaned up Custom Objects, Custom fields and custom tabs for competitive tracking, reports, email campaign results, product information, commission calculations, and more.
• Conducted JAD sessions and brainstormed with SMEs, project manager, global stakeholders and IT to gather and translate high-level business requirements to the underlying data in an agile environment.
• Assisted to create Software requirement specifications (SRS) for electronic ordering, point of sale and data integrity.
• Researched various components of the existing inventory management system and transportation flow and conducted surveys to identify the best system management method and submitted to the higher management.
• Used effective prototypes to demonstrate and verify the behavior of the system.
• Created UML diagrams such as use case diagrams, activity diagrams and sequence diagrams.
• Assisted in maintaining and analyzing Electronic Data Interchange (EDI) and other systems activity
• Identified, analyzed and resolved issues in service implementation and post-implementation support of user community
• Supported in developing test cases and ran test scripts to functionally test the application.
• Assisted with training of users and partner with IT to provide input for service requests from distribution partners
• Worked with QA and development teams for preparing status, delivery report and client reporting

Confidential, Cincinnati, OH

SFDC Business Analyst

Responsibilities:

• Gathered requirements from the business regarding new systems needs and existing system changes/ enhancements by performing GAP analysis.
• Configured the Salesforce.com default environment.
• Created Custom objects and fields- Leads, Marketing, Compaign, Dashboard, Sales, Account etc.
• Configured security and organizational hierarchy for sales for salesforce implementation.
• Customized homepage layouts for Salesforce incorporating custom message links, Company Logo etc.
• Developed Custom Objects, Custom reports and configured the Analytical Snapshots to dump the data on a regular basis for the sales performance and lead generation statics
• Configured Reports for custom objects and associated them to Dashboard.
• Created Email templates in Text, HTML and VisualForce necessary for the application.
• Responsible for setting up the environment and all the activities related to configuring Data Loader, uploading data in CSV files into salesforce.com, checking for the correctness of the data.
• Prioritized system enhancements based on the needs of the business and IT available resources to arrive at decisions that maximize Client’s scalability, efficiency, and effectiveness.
• Leveraged Agile project management methodologies.
• Evaluated the impact of design decisions on the code, database, and technical environment of applications.
• Conducted or supervised investigation and resolution of application issues.
• Performed basic salesforce.com system administration and configuration tasks as needed.
• Worked with vendors, internal developers to design and develop applications.
• Assisted business with implementation of salesforce.com tools including data conversion approach, development, execution, and testing.
• Interviewed and participated in Joint Application Development (JAD) meetings with client employees and application owners from different business lines to understand the user’s needs, define requirements, and develop specifications.
• Participated in the bug review meetings, updated requirement document as per business user feedback and changes in the functionality of the application.
• Assisted in KPI reporting to evaluate new and existingbusiness initiatives, including evaluating ROI and performing SWOT analysis.
• Assisted in the development of quality assurance activities including Quality Assurance Plan and Test Cases.
• Created activity diagrams, use case diagrams and sequence diagrams using MS Visio to view the system from different perspectives.
• Interfaced with developers to provide resources, reviews, approval and support needed to resolve domain and technical issues.
• Trained Internal Users and their partner & management employees in the new web Based online applications.
• Created documentation for training and Help Desk teams.

Confidential, Logan, UT

Business/System Analyst

Responsibilities:

• Worked Lead JAD sessions, surveys, brainstorming and interviewing with SMEs, project manager, global stakeholders and IT to gather and translate high-level business requirements to the underlying data in an agile environment.
• Performed in-depth GAP analysis with different business groups to ensure that the company standards and initiatives are met.
• Created, maintained and negotiated skillfully to convince and obtain mutual agreement on business/functional requirements with stakeholders prior to achieving signoff
• Ensured business/functional requirements, Procedures and decision flows can be traced back to high-level requirements by means of data flow diagrams(DFD) and Requirement traceability Matrix(RTM)
• Prepared Functional Requirements Statement (FRS), Data Flow Diagrams (DFD) to document the business requirements.
• Created project initiation documents, use cases, activity diagrams, including diagrams for end-to-end current/future business process flows
• Identified and documented process changes and system enhancements. Implemented process improvements through redesign are at the forefront of all initiatives through prototyping.
• Evaluated measurable project benefits, i.e. increased revenue, efficiency and control; track and present metrics feasibility analysis.
• Established strong relationships with various functions and businesses throughout the system development life cycle (SDLC).
• Developed tables and queries from system models based on the functional requirements using basic SQL.
• Provided recommendations to ensure data quality and appropriate controls
• Prepared progress reports and status reports and submitted to the management on an ongoing basis
• Assisted with required data analysis, interpretation, correction and documentation presentation
• Used MS Visio to create process flowcharts and workflow diagram.

Confidential

Business Analyst

Responsibilities:

• Determined user/business/functional requirements. Created vision, scope, and use case documents; use case diagrams, activity diagrams, and state chart diagrams using UML.
• Performed SMART Analysis of the system and evaluated KPI’s system.
• Validated technical designs created by developers against functional specifications.
• Evolutionary and Incremental prototyping was employed at each stage of the SDLC to aid room for change and improvement.
• Coordinated work plans between project manager and vendors using MS Project
• Collaborated with developers and subject matter experts (SME’s) to establish the technical vision and analyze tradeoffs between usability and performance needs with the aid of brainstorming and JAD sessions.
• Worked with the development team lead and system administrator to understand available and required infrastructure.
• Managed project risk management, change management and business process analysis reviews over the implementation of different stages of the new system
• Assessed the flaws in the existing as-is system and made clear recommendations of Improvements and incorporated them in the future to-be system design.
• RTM (requirement traceability matrix) were maintained to trace back to the scope and high level requirements of the project.
• Updated the progress of each stage of SDLC by incorporating documentation and maintaining SRS (Software requirement specification) at each stage
• Conducted daily status meetings to get the open and assigned bugs fixed as soon as possible so that application roll-out date could be met.