SUMMARY

• Technically sophisticated, seasoned and talented professional powered with 10 years of experience in IT project management, client management, CRM solution development, Business Analysis and consulting in various domains including Banking & Financial Services, Energy / Utilities sector and Networks industry
• Implemented and delivered many end to end implementation, maintenance and support projects in BFSI and Energy / utilities and network industry
• Extensive knowledge in Software Development Life cycle (SDLC), Business Process Modeling (BPM), Software Development Methodologies including Waterfall and Agile
• Expertise in Clarity, MS Project, MS Office Suite to manage budget, schedules, deadlines, resources and provide reporting, consolidation, analytics, scorecard and dashboards in a unified fashion
• In depth understanding of CRM processes including Marketing and campaigning, Sales and service, Order Management and Fulfillment
• Experience in implementing CRM solutions in Mobile devices including Android, iOS and iPads
• Excellent Analytical skills to understand and analyze the business processes, requirements and extensive experience in documenting them into Business Requirement Documents (BRD) and Functional Requirement Documents (FRD) using UML approaches
• Proficient in facilitating Joint Requirement Planning (JRP), Joint Application Development (JAD) with Business User Groups, Subject Matter Experts and IT Groups
• Proficient in system testing, functional testing, integration testing, User Acceptance Testing and have extensive knowledge of applications used for managing the core lifecycle of applications like Mercury QC, HP ALM Tools
• Experience in Sales Force CRM and Oracle Sales Cloud (R8/R9) technologies

PROFESSIONAL EXPERIENCE

CRM Project Manager

Confidential, California

Responsibilities:

• Was responsible for successful rollout of EMEA release consisting of entire sales to order fulfillment functionality for EMEA customers
• Delivered a wide range of complex customizable Product Offerings including Colocation products, Interconnection products, Service products and regional products across various IBXs in EMEA region
• Diligently lead and managed a team 30+ team members and delivered the projects on schedule and within budget
• Managed client engagement services and solutions implementations including multiple stakeholder across various business units; demonstrated in - depth knowledge expertise in strategic performance management
• Managed tasks, schedules, deadlines, execution, monitoring and controlling of the project activities using Clarity, MS Project and MS Office
• Prepared Work Break Down structure, status reports and traceability matrix in order to track the project activities
• Conducted standup calls regularly for collating the status and following up on action items
• Coordinated with Singapore GDC team and ensured all milestones are being met as per the schedule
• Coordinated the data migration and conversion from Oracle EBS to Siebel platform in collaboration with the data migration team
• Performed prioritization and balancing of the competing needs of diverse stakeholders
• Facilitated Quality groups to carryout checks and Audits and participate in Management reviews
• Maximized productivity by setting clear expectations and proactively communicating project status, issues, risks and initiatives to stakeholders and top management
• Conducted planning and operational readiness assessments to provide an effective transition into production
• Coordinated the entire EMEA release preparation and execution and made sure changes to production are migrated without issues
• Ensured integrity and delivery of multiple applications in scope with respect to time, budget, scope, change, risk and resources
• Successfully managed the post production support for all EMEA customers post production Go Live
• Facilitated user training sessions on new processes, requirements and operational procedures

Environment: \Tools: Siebel Sales 8.1, Sales force, Siebel UCM, OBIEE, Java, Oracle EBS, SDLC Waterfall, MS Visio, MS Office Suite, MS Project, Clarity, Share point, ALM

Siebel CRM Project Manager / Lead Business Systems Analyst

Confidential, Pittsburgh

Responsibilities:

• Delivered Mobile CRM solution in Android, iOS and iPad devices
• Lead the complete business integration and data migration/ conversion from RBC’s CRM application to Confidential ’s Siebel CRM application in May 2012
• Regularly interfaced with Siebel design, architecture, and configuration professionals to validate solution against business and functional requirements
• Managed tasks, schedules, deadlines, execution, monitoring and controlling of the project activities using Clarity, MS Project and MS Office
• Prepared Work Break Down structure, status reports and traceability matrix in order to track the project activities
• Interfaced with stakeholders to generate accurate reporting and information regarding ongoing projects and initiatives
• Facilitated Quality groups to carryout checks and Audits and participate in Management reviews
• Conducted planning and operational readiness assessments to provide an effective transition into production.
• Ensured integrity and delivery of multiple applications in scope with respect to time, budget, scope, change, risk and resources
• Worked with project team and key stakeholders to devise best practices and continuous improvement of project delivery, incident reporting and resolution across all applications in scope
• Maximized productivity by setting clear expectations and proactively communicating project status, issues and risks to internal stakeholders and top management
• Provided feedback to the team members about their performances and suggested them improvements
• Collaborated with the marketing team in the creation of RFP responses and presented system demonstrations to potential vendors

Business Analyst

Responsibilities:

• Thoroughly studied the inherent system for Corporate and Institutional Banking LOB of Confidential to have a clear understanding of the business processes and associated system workflows.
• Gathered high level requirements from C&IB stake holders and contributed to define the scope of the project for implementation.
• Interviewed the Key Stake Holders, SMEs, and Decision makers to have a successful collection of requirements from all domains.
• Reviewed the Joint Requirement Documents (JRD) with the cross functional team to analyze the High Level Requirements.
• Conducted interviews, meetings and JAD sessions during the process of Requirement Gathering.
• Performed the requirement analysis and documented the requirements in the Business Requirement Document (BRD) for entire process journey.
• Prepared Functional Design Specifications (FDS) employing UML components such as Use Case Diagrams, Activity Diagrams and Process Flow Diagrams using MS Visio.
• Performed the Risk Assessment, Fit Gap analysis, Impact analysis and Feasibility study for RBC Business Integration and Data conversion / migration onto Genesis application.
• Identified, investigated, analyzed, defined and documented business processes and their Critical Success Factors.
• Performed Onsite and offshore coordination to help the technical team at offshore in comprehending the requirements.
• Coordinated with 20+ team members (onsite and offshore) as a business analyst to implement the business requirements.
• Conducted weekly meetings for deciding and reporting on the Policies and Procedures to be followed.
• Prepared Screen Mock ups, User Interface designs for all business requirements.
• Created the Requirement Traceability Matrix for tracing the Requirements, Testing throughout the application development process.
• Trained users on new processes, requirements and operational procedures.

Environment: \Tools: Siebel Financial Sales 7.7/8.1, Mobile CRM, DB2, Windows 7, SDLC Waterfall, Agile, ALM, MS Visio, MS Office Suite, MS Project, Clarity, Share point

Siebel/OBIEE - Business Analyst / Project Lead

Confidential, Atlanta

Responsibilities:

• Lead a team consisting of 15 members spread across India, China and Mexico
• Performed Onsite (US), offshore (India, China) and nearshore (Mexico) coordination to have 24 X 5 seamless support of all applications in scope
• Successfully implemented Siebel Sales, service and order management solutions along with reporting solutions using OBIEE
• Performed Risk Assessment, Fit Gap analysis, Impact analysis and Feasibility study of business requirements.
• Conducted JAD and JRP sessions for better understanding and refining of requirements in coordination with multiple teams of Confidential Energy Services
• Identified, investigated, analyzed, defined and documented business processes and their Critical Success Factors
• Clarified and prioritized requirements by conducting brainstorming sessions with the stakeholders and SMEs.
• Participated in various architectural development sessions to provide technical team with a better understanding of the requirements
• Performed pilot implementation of critical sales modules in Sales Force CRM like Opportunity Management, Account Management and Contact Management
• Was involved in migrating CRM Sales application from Siebel onto Sales force CRM
• Participated in Change control meetings and recommended appropriate action after analysis of changing requirements
• Performed requirement walkthroughs with the Development teams and developed testing strategies, test plans and test scripts
• Conducted complete application testing of the application including system testing, functional testing and integration testing.
• Used ALM to track and maintain requirements, test plans, defect logging, tracking and closure
• Coordinated and conducted UAT sessions

Environment: \Tools: Siebel 7.7/7.8, Salesforce.com, Siebel Analytics7.7/7.8, Oracle 10g/9i, Java, Support Central Tool, Windows 7, SDLC Waterfall, Agile, Mercury QC, MS Visio, MS Office Suite, Share point

Siebel/OBIEE - Business Systems Analyst /Project Lead

Confidential

Responsibilities:

• Lead a team consisting of 8 members spread across India and Mexico
• Performed Onsite (US), offshore (India) and nearshore (Mexico) coordination to successfully deliver the project on schedule
• Performed end to end Business analysis to implement Siebel Sales, service, order management, fulfillment and reporting solutions (OBIEE) for the customer
• Conducted various workshops and JRP sessions with business other stake holders to identify the system/operational requirements and proposed enhancements accordingly
• Gathered business requirements from business users and drafted business requirement document (BRD)
• Identified all necessary Business and System Narrative Use Cases from requirements, created UML diagrams including Use Case Diagrams, Activity Diagrams, and Sequence Diagrams using Microsoft Visio
• Created Use Case documents, Systems Requirement Specification (SRS) and managed Change Request in collaboration with the Business Group and the IT project group members
• Facilitated Joint Application Development (JAD) sessions with users and IT group members in order to come up with the concrete design solutions
• Developed Test Strategy, Test Pans and Test scripts.
• Conducted complete application testing including system testing, functional testing, integration testing, and User Acceptance Testing.
• Used Mercury QC to track and maintain requirements, test plans and for defect logging, tracking and closure
• Coordinated activities between business unit and technical staff to meet the business needs, as well as acted as primary trainer in educating the business units related to business applications

Environment: \Tools: Siebel 7.7, Siebel Analytics 7.7, Java, Oracle 10g/9i, Windows XP, SDLC Waterfall, Agile, Mercury QC, MS Visio, MS Office Suite, Share point

Siebel Business Systems Analyst

Confidential

Responsibilities:

• Responsible for creating business requirements, functional specifications document and test plans/scripts
• Conducted JAD (Joint application development) sessions with business users and development teams to gather the quality requirements
• Worked extensively with SMEs in understanding and documenting the requirements for Siebel Call Center application
• Analyzed AS IS process flows and prepared TO BE process flows in order to meet business needs from the conceptual to procedural level
• Designed and developed Use Cases, Use Case Diagrams and Activity Diagrams using UML
• Involved in application development for OnPoint implementation using Siebel Tools - Configuration, Siebel Workflows and Siebel eScripting
• Developed the test plan, test scenarios and test cases to be used in testing based on Functional specification document
• Involved in different testing phases like functional, integration, and system testing
• Post Upgrade Application Assessment

Environment: \Tools: Siebel 7.5.2/7.8, Oracle 10g/9i, Windows XP, Waterfall, Mercury QC, MS Visio, MS Office Suite

Business Analyst

Responsibilities:

• Gathered business requirement by conducting detailed interviews with business users, stakeholders & Subject Matter Experts (SME’s)
• Conducted GAP Analysis to understand the short coming of paper based process & evaluated the benefit of the new system
• Translated the Business requirements to Functional Requirements using UML approach
• Analyzed and designed Use Case Diagrams using MS Visio
• Created Traceability Matrix to ensure functionality coverage
• Conducted complete application testing including system testing, functional testing, integration testing
• User Acceptance Testing for various version releases of “ Confidential ”.
• Used Mercury QC to track and maintain requirements, test plans and for defect logging, tracking and closure
• Performed a complete market research and competitor analysis of the product
• Demonstrated Confidential to prospective customers

Environment: \Tools: Java, VB, Oracle 10g/9i, Windows XP, SDLC Waterfall, Mercury QC, MS Visio, MS Office Suite