SUMMARY

• IT professional with around 7 years of Business Analysis experience which includes around 3 years of experience in the Salesforce platform.
• Well versed in analyzing CRM business processes for Sales and Service Cloud.
• Experienced in analyzing business requirements, Entity Relationship diagram and implementing them to Salesforce custom objects, Junction objects, master - detail relationships, and lookup relationships.
• Experienced in working with cross-functional teams, identifying business requirements and supporting sales/marketing efforts.
• Worked extensively on various salesforce.com standard objects like Accounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Reports and Dashboards.
• Extensive experience in 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.
• In- depth knowledge of SDLC methodologies including Waterfall, and Agile Scrum.
• Experienced in administrative tasks like creating profiles, roles, users, page layouts, email services, Approvals, Workflows, Reports, Dashboards, Tasks and actions.
• Implemented Security and Sharing rules at object, field, and record level for different users at different levels of organization.
• Experience in the complete life cycle of project development (SDLC) including System Analysis, Design, Development, Testing and Deployment.
• Support testing/validation through DEV, TEST, UAT and Production cycles.
• Experience in capturing, analyzing and documenting requirements.
• Ability to quickly adapt and learn, work in-groups as well as independently with minimum supervision. Highly dedicated, quick starter, solution driven pattern programmer, Strong in Object Oriented Analysis and Design, Excellent at solving complex problems under strict deadlines.
• Effective communicator at all levels of an organization in management, technical and sales roles.

TECHNICAL SKILLS

CRM tools: Salesforce.com

Management Tools: MS Project, MS Visio, MS Office, MS SharePoint

Testing tools: Quality Center, JIRA

Testing process: Test strategy, test planning, test execution, analyzing whole test result and process. Regression/ Integration/ White-Black box/ performance testing, Smoke Testing, Sanity Testing.

Diagrams: UML diagrams(use case, activity, sequence, state, class), ERD

Reporting Tools: Tableau

Methodologies: Agile/Scrum, Waterfall Methodology, RUP

Modeling Tools: MS Visio, Rational Rose

Requirement Documentation: BRD, FRD, test requirement gathering

Database: SQL Server 2005/ 2008, Oracle

Operating System: Windows, Unix and Mac

PROFESSIONAL EXPERIENCE

Sr. Salesforce Business Analyst

Confidential - Virginia Beach, VA

Responsibilities:

• Involved in Analysis, design, development and implementation ofsalesforce.com applications.
• Having a good techno - functional knowledge on different products used by Client.
• Strong experience with Portal.
• Experience with fullBusinessRequirement and Functional Requirement gathering
• Experience in reviewing and editing program documentation and in developing system documentation
• Supporting BAT and UAT with testers.
• IdentifyingBusinessrules and documenting application requirements.
• Coordinated with team members and conducted departmental meetings to ensure project safety.
• Used MS Visio to create process flow diagrams and UML diagrams.
• Coordinated with vendors and legacy application team for integrating data flow withSalesforceas centralized system.
• Give partners an easy way to register and Track every Lead and with the help of CRM.
• Built custom sharing rules and role hierarchies for 6000+ user base.
• Worked with Production support team and fixed the issues on On-Demand basis.
• Exposure on ticketing application to handle production support incidents and bugs.
• Developed triggers for complex workflow rules working around the governor limits.
• Created multiple record types based on the category of clients.
• Based on thebusinessrequirements, created multiple custom objects and fields (created lookup fields to maintain relationship between objects).
• Hands on experience on Tableau reporting tool.
• Accessing the datum from the database using SQL.

Environment: Saleforce.com platform, Tableau, UAT, MS-Visio, SQL, UML Diagrams, MS-Office, Workflow & Approvals, Custom Objects, Custom Tabs, Email Services, Agile, Windows.

SeniorSalesforce.comanalyst

Confidential - Rochester, NY

Responsibilities:

• Analyzed business needs, distinguish between needs and wants, identify gaps betweenbusiness needs and standard application functionality.
• Lead and develop strategy for enhancing systems to meetbusinessneeds, and mapped client businessprocess and requirements onto the capabilities ofSalesforce.com platform.
• Maintained Sharing according to territory scale and assigned various Sales and marketing team needs.
• Experience on developing the salesforce.com platform to meet the various internal needs of healthcare domain.
• Analyzed and convertedbusinessworkflows toSalesforceworkflows and assigned workflow alerts.
• Created public, private and unlisted Chatter Groups to collaborate with other team members while working in a team.
• Created and customized different report types, reports and dashboards for team and organization using Tableau.
• Integrated with Microsoft Access and Microsoft Outlook in maintaining the scheduled tasks and events.
• Interacted with various vendors to integrate external website toSalesforcefor web to lead process.
• Implemented the translation workbench for enabling the multilingual features for the company.

Environment: Saleforce.com platform, Tableau, MS-Visio, SQL server, UML Diagrams, MS-Office, Agile, Windows.

Sr. Salesforce Business Analyst

Confidential - Marietta, GA

Responsibilities:

• Facilitated collection of functional requirements from system users and preparation of business requirement documents that provided appropriate scope of work for technical team to develop prototype and overall system.
• Having a good techno - functional knowledge on different products used by Client.
• Supported the pharmaceutical system devices research with in the salesforce enhancement.
• Played a pivotal role in JAD sessions helping to develop detailed solutions and documented the Functional and System specification requirements.
• Worked as an Interface between the end users and the different teams involved in the application development for the better understanding of the business and IT processes.
• Conducted GAP analysis to regulate the gaps in the requirements and conveyed to various modules of the project.
• Prepared Business Process Models that includes modeling of all the activities of the business from the conceptual to procedural level.
• Supporting UAT with testers.
• Scheduled and organized the sessions by preparing materials, identifying objectives, limitation and critical success factors, selecting participants, inviting and educating participants in order to utilize the time efficiently, reserving venue, appointing scribe and coordinating logistics.
• Interacted with technical architects to identify and analyze the given information, procedures, decision flows, and also evaluated existing procedures.
• Documented requirements and other pertaining artifacts in a concise and simple language so that business user and IT technicians can understand and verify that it conforms to regulatory conditions on service cloud.
• Leveraged multiple existing sales reports and other tools to develop and deliver accurate reports and information.
• Manipulating the data in the Oracle 10 G database using SQL.
• Developed training documentation and materials for new and existing users in each department in addition to leading in person and remote training sessions.
• Handle daily maintenance tasks associated with SFDC
• Test change management techniques in sandbox and recommendations before push to production.
• Standard and custom field creation and maintenance at the direction of B2B Salesforce Manager on the platform and also on service cloud.

Environment: Saleforce.com, Oracle 10 G, MS-Visio, SQL server, UML Diagrams, MS-Office, Agile, Windows.

Salesforce Business Analyst

Confidential

Responsibilities:

• Researched, proposed and implemented improvements in motivation program for the sales personnel
• Formed and delivered monthly, quarterly and annual reports and analysis of key performance indicators of all departments
• Analyzed and convertedbusinessworkflows toSalesforceworkflows and assigned workflow alerts.
• Coordinated with clients and developing team for integrating data flow withSalesforceas centralized system.
• Worked as an Interface between the users and the different teams involved in the application development for the better understanding of the business and IT processes
• Participated in different levels of discussions through JAD sessions, conference calls and business workshops to present the new business process and its implementation.
• Conducted GAP analysis
• Creating and reviewing business requirements, functional specifications, project schedules, documentation and test plans.
• Designed and developed Use Cases, Activity Diagrams, and Sequence Diagrams using UML through RUP methodology
• Worked with the software architects / developers to ensure that the applications conform to customer requirements
• 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 organization
• Implemented pick lists, dependent pick lists, validation and formula fields to the custom objects.
• Conducted project related presentations and provided reports to the higher management Interacted with the QA team to investigate and resolve production issues
• Involved in various testing process like Regression testing and Integration testing

Environment: Salesforce, Regression Testing, Integration Testing, UML Diagrams, MS-Office, Agile, Windows.

Business Analyst

Confidential

Responsibilities:

• Selection of a proactive selling, chat platform integrated within the web store.
• Conducted vendor selection process (requirements, research, RFQ and selection) and then worked with call center and web team to define interactions to be handled by the chat platform.
• Managed implementation effort by internal IT and assisted with CSR team training and adoption.
• Documented business requirements and data needs from web analytics provider.
• Developed custom training program to educate ~100 department users.
• Involved active interaction with network and development teams - business and technology teams
• Managed any change requests related to the working project plans daily to meet the agreed deadlines.
• Documented business requirements, modeled data, developed data entry and reporting system to manage a global film database of contracts and distribution rights.
• Created custom reports and dashboards for team use across 10 international locations.

Environment: MS Office (MS Word, MS Excel, MS PowerPoint, MS Visio), Windows, SWOT analysis, Clear Case.