SUMMARY

• 7 years of professional experience as a Business Analyst, with more than 4 years of experience in Salesforce CRM.
• As Business Analyst expert in obtaining a grasp of the business process and acting as a bridge between the Business Management and the Development Teams.
• Business processes mapping on SFDC platform and processes streamlining and re - engineering.
• Designing of technical architecture of the business, documentation, business and tech meetings with customers.
• Proficiency in SFDC Administrative tasks like creating Profiles, Roles, Users, Page Layouts, Email Services, Approvals, Workflows, Reports, Dashboards, Tasks and actions.
• Extensive experience in data migration and integration using Data Loader.
• Experience in problem-solving and skilled at analyzing eliciting business needs and transforming them into technical designs, applying technical skills and business knowledge to achieve sound results.
• Excellent interpersonal dexterity with proven ability to converse, liaise, negotiate and relate with a wide range of personalities from diverse socio-economic and cultural backgrounds.
• Processed maps, activity diagrams, business rules, vision, stakeholder requirements, (UML diagrams and Use Case specifications) using appropriate software such as, MS Visio, MS Word.
• Worked closely with Business Users to enabled business process using SFDC.
• Acquainted with Salesforce.com sales policies and procedures.
• Excellent communication and inter-personal skills; accustomed to working in both large and small team environments.

PROFESSIONAL EXPERIENCE

Confidential, Midlothian, VA

Salesforce.com Business Systems Analyst

Responsibilities:

• Interacted with various business user groups for gathering the requirements for salesforce.com CRM implementation.
• Defined the scope of the project based on the gathered business requirements including documentation of constraints, assumptions, business impacts, project risks and scope exclusions.
• Successfully defined functional business requirements, analyzed client requirements, and generated workflow processes.
• Interacted with the Salesforce.com premium tech support team on a regular basis.
• Responsible for coordinating JAD sessions with business users to analyze, gather and define the key performance indicators, document and present the requirements specifications.
• Analyzed to identify which system would utilize the least development time. Assisted in project management activities like planning, development, task allocation, project execution. Provided full project life cycle flowcharting, analysis and documentation.
• Provided support ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflow, campaign management. triggersAdding custom links, buttons to Page layouts, setting up validation rules on Case objects.
• Creating Workflows to meet business requirement and also setting up of Support process for different record types on Cases
• Administered Sales force CRM application for Sales, Marketing, and Support departments. Involved in creating multiple analytical reports, with varying degrees of complexity.

Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Component Controllers), Data Loader, HTML, Workflow Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in.

Confidential, Manhattan, NY

Salesforce Administrator / Business Systems Analyst

Responsibilities:

• Interacted with business users and performed Gap Analysis of Client requirements.
• Extensive knowledge about Salesforce setup menu, Configuration, Administration and Data Migration of applications to Force.com platform.
• Experienced in managing the data, Forecasting, Campaign Management, Contacts, Leads, Opportunities, Quotes and Dashboards.
• Expert at building and maintaining effective client-focused relationships with internal and external stakeholders and vendors.
• Worked with various salesforce.com objects like Accounts, Contacts, Leads, Campaigns, Reports, and Dashboards.
• Designed, Implemented and deployed the Custom objects, Page layouts, Custom tabs, and Components, to suit to the needs of the application.
• Involved in creating and customizing Email template and configuring them to the email alert within the workflow rule for a standard custom object.
• Configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.
• Maintained user roles, security, profiles, and workflow rules wherever necessary.

Environment: Saleforce.com platform, Apex Language, Visual Force Pages, HTML, Workflow Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Windows XP

Confidential, San Jose, California

Salesforce.com Business Systems Analyst

Responsibilities:

• Involved in various activities of the project, like information gathering, analyzing the information, documenting the functional and non-functional requirements.
• Prepared Business Requirement Document (BRD) and then converted business requirements into Functional Requirements Specification (FRS).
• Implemented Unified Modeling Language (UML) methodologies to design Use Case Diagrams, Data Flow Diagrams, Activity Diagrams and ER diagrams.
• Worked extensively with MS- Visio to document requirements, create the AS-IS and TO-BE process flow diagrams.
• Created profiles and implemented Object level, field-level and record-level security.
• Provided support ongoing salesforce.com maintenance and administration services including periodic data cleansing, custom objects, workflow, campaign management triggers.Created email templates and inbound emails using Visual force for the clients and customers.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
• Created workflow rules and defined related tasks, time triggered tasks, email alerts, filed updates to implement business logic.
• Created various Custom Reports for standard objects as well as custom objects to give complete detail overview of Customer (Account) Orders, Renewal Forecasting, and Customer Balance Report with Multi-Currency support.

Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Component Controllers), Pages, Data Loader, HTML, Workflow Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in, Windows XP.

Confidential, Louisville, Kentucky

Salesforce.com Business Systems Analyst

Responsibilities:

• Conducted meetings with business and technology groups at both organizations.
• Developed Salesforce.com S-controls using flex builder and Action Script for new account provisioning custom workflow.
• Developed Salesforce.com ETL processes using Cast Iron, Informatica, Java and Salesforce Web Services Java API.
• Business processes streamlining and processes re-engineering.
• Providing technical architecture of the target platform, with all interfaces
• Identifying the need of third party tools, required number of licenses and users.
• Prepared overall financial model for cost benefit analysis between SAP SFDC.
• Estimating migration project efforts.
• Providing the migration strategy from SAP CRM to Salesforce CRM platform in phase wise model.

Environment: Saleforce.com platform, Apex Language, Visual Force (Pages, Component Controllers), Pages, Data Loader, HTML, Workflow Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Sandbox data loading, Eclipse IDE Plug-in, Windows XP.

Confidential, Chicago, Illinois

Salesforce Administrator BA

Responsibilities:

• Analysis of requirements for Case Management.
• Maintaining Users, Profiles and Roles.
• Maintaining the Organization Administration.
• Creating custom fields and adding help text to standard and custom fields.
• Customization of page layouts, assignment based on profiles record types.
• Adding custom links, buttons to Page layouts.
• Setting up validation rules on Case objects.
• Creating Workflows to meet business requirement.
• Setting up of Support process for different record types on Cases.
• Creating escalation rules, assignment rules as per business requirement.
• Creation of Auto Response rules to provide acknowledgement on case creation.
• Web-to-case functionality implemented on customer portal.
• Customized reports to track different stages of cases.
• Creation of queues to monitor and clear up cases based on SLA.

Environment: Salesforce.com, SAP, SQL, Access DB, HTML, Workflow Approvals, Reports, Custom Objects, Custom Tabs, Email Services, Security Controls, Windows XP.

Confidential

Business Analyst

Responsibilities:

• Performed GAP Analysis to analyze the current system and worked with internal users to help define system requirements.
• Defining requirements for product control and risk management end of day feeds.
• Facilitated various JAD sessions with development architects and business leads to develop both high-level and detailed application architecture to meet business needs.
• Introduced Agile and RUP methodologies to reflect liquid nature of front-office improving time-to-market.
• Analyzed and prioritized user and business requirements as system requirements that must be included while developing the software.
• Responsible for scheduling meetings with users, SMEs and stakeholders to identify problems, resolve issues and improve the process to ensure a stable and accurate solution.
• Worked collaboratively with the User Group, User Experience Analysts, and System Analysts to help document custom and system modifications.
• Developed Traceability Matrix for maintaining updating current and new system requirements using MS Excel.
• Produced and managed documentation on release activities to support problem resolution and post-release analysis.

Confidential

Business Analyst

Responsibilities:

• Analyzed the business and system requirements for the application.
• Interacted with user groups to derive the functional requirements.
• Developed Use Case along with functional requirements.
• Gathered requirements from the existing application.
• Involved in gathering requirements for creating web services supporting the SOA effort.
• Interacted with the technical and the business team to take business and implementation decisions.
• Analyzed the existing application and understand the logic behind the existing processes.
• Created periodic status reports.
• Held walkthroughs with the business and the technical team in order to communicate enhancement requests and to answer and clear all their queries.
• Involved in Identification and definition of actors.
• Involved in project estimation meetings. Used MS Visio to create process flows.