PROFESSIONAL SUMMARY:

• Experience professional with 7+ years IT experience with 5 years of experience in implementation, configuration, design, analysis and understanding of SFDC CRM Application.
• Experience working across various SFDC implementations covering Sales cloud, Community Cloud, Service Cloud, Call Center, Chatter & App - exchange applications.
• Experience in Lightning Components and Salesforce Lightning Design System (SLDS) with Salesforce Marketing cloud.
• Well experienced with Visualforce, APEX, Force.com platform, Triggers, Components and Controllers in Salesforce Classic & Lightning.
• Hands on experience in implementing Force.com Design, Test and deploy Custom objects and enhancements, Page layouts, Workflows and alerts within SFDC and leveraging chatter feed through API.
• Experience in distinct phases of SDLC (Software Development Life Cycle) including strategic systems planning, designing, testing, documentation, and presentation to users.
• Have good working knowledge in querying Salesforce.com database using SOQL, SOSL queries using Force.com Explorer.
• Excellent experience in technical writing skills to create Business Requirements Document BRD, Functional Specifications Document FSD, Nonfunctional Requirements Document and Use Cases Specifications.
• Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Quote, Forecasting, and Call Center.
• Detailed understanding of Quote to Cash process in Salesforce, Opportunity and Account management, Product creation and Product management, Sales order processing and Salesforce/FPX production support.
• Experience of Eloqua, Pardot and Marketo (Marketing tool) in relation to SFDC for marketing automation and various other purposes.
• Extensive experience in designing of 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, design of Visual Force Pages, Snapshots, Dashboards, and Email generation according to application requirements.
• Experience integrating SFDC with third-party applications using REST, SOAP, Metadata APIs, Zapier etc.
• Extensive experience in solid understanding of business requirement gathering, documentation, business process flow and business process modeling.
• Proficiency in administrative tasks like creating profiles, roles, users, page layouts, email services, Approvals, Workflows, Reports, Dashboards, Tasks and actions.
• Hands on experience implementing Security/Sharing rules, Configured permission sets, Field level Security, Record level Security, Profiles, Roles and resource monitoring at different hierarchical level of Organization.
• Good experience in Salesforce.com Configuration of roles, profiles, user accounts, implemented role hierarchies, sharing rules and record level permissions to provide shared access among different users.
• Proficient in Creating and Transforming Business Requirements into software requirement specification (SRS) using MS Word and Rational Requisite Pro.
• 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.
• Experience in reviewing the Client Requirements and Business Specifications, analyzing the impacts and feasibility.
• Designed Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows, and Approval Processes for automated alerts, field updates, and Email generation according to application requirements.
• Experience in Design Process Diagram, Activity Diagram, Use Cases, end to end data flow and preparing the screen mockups and design and develop the application architecture.

EXPERIENCE:

Confidential, Bellevue, WA

Salesforce business analyst

Responsibilities:

• Implemented Community Cloud lightning components in working ability for conversion of visual force pages into lightning.
• Monitored the company's Salesforce sales cloud application by creating the workflows for automated lead routing, lead escalation and email alert.
• Used Community Cloud to build deeper relationship with customers to provide better service and assist them through online also Restructured Community Cloud configuration and improve customer service responsiveness.
• Analyzed the changes performed in CRM application for marketing, sales etc. translated them to business and functional requirements for Sales and Service Clouds in SFDC.
• Practiced with the new Lightning Design System(LDS) which helps to quickly and easily create modern enterprise apps using Lightning App Builder and Lightning Components Performed.
• Worked in development of Lightning components and Lightning Design System along with modifying the Visualforce Pages to work in both Classic and Lightning environment.
• Maintained requirements in JIRA for tracking and testing purposes. Involved in Analysis, design, development and implementation of salesforce.com applications.
• Incorporated Salesforce Sales Cloud Best Practices into the solution decisions for the future state Opportunity management and order management capabilities.
• Integrated the API and Web Services for extracting the data from external systems to display/store in the pages of Salesforce.com using the REST services.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields to the custom objects.
• Facilitated collection of functional requirements from system users and preparation of business requirement documents (BRD) that provided appropriate scope of work for technical team to develop prototype and overall system.
• Configured the Case Management Process. Used Salesforce Automation (SFA) for Sales Lead Management, Campaign Management, Opportunity Management, Account and Contact Management.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Activities, Dashboards and Reports.
• Created Profiles, Roles based on Organization role hierarchy and implemented.
• Proficient in Developing and executing Test Plans, performing functional, usability testing and ensuring that the software meets the system Requirement.
• Extracted the salesforce CRM information into BI Data Warehouse using Force.com API/Informatica on Demand to provide integration with oracle financial information to perform advanced reporting and analysis.
• Involved in generating test plans, test cases and test specifications as per Business requirements.
• Facilitated project scope documentation, goals and deliverables in collaboration with business stakeholders and senior management.
• Created Custom Profiles, Public Groups and Roles to distribute user rights and functionality.
• Used RTC (Rational Team Concert), JIRA to track the story progress, track issues and overall project report.
• Served 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.
• Worked with deadlines in a fact paced environments with good decision making, influenced the Stakeholders, Cross Functional teams and recommended technology strategies.
• Conducted GAP analysis to regulate the gaps in the requirements and conveyed to various modules of the project.
• Prepared Business Process Models that includes modelling of all the activities of the business from the conceptual to procedural level.
• Involved in SFDC Application (sales cloud and service cloud) Setup activities and customized the apps to match the functional needs of the organization.
• Participated in UAT, identified software problems, wrote easy-to-follow bug reports, logged them into bug tracking database, monitored their progress and verified their fix Using QC.
• Participated in deployment from Sandbox to Production environment.
• Created and maintained Requirements Traceability Matrix (RTM) to trace technical requirements to their business requirements and the test case to their functional requirements.
• Leveraged multiple existing sales reports and other tools to develop and deliver accurate reports and information.

Confidential, Charlotte, NC

Salesforce business analyst

Responsibilities:

• Created workflow rules and defined related tasks, time triggered tasks, process builder, email alerts, field updates to implement business logic.
• Managed requirement using Rational Requisite Pro and created business process modes from the requirement specification. Created a Requirements Matrix and made requirements available to all team members and urge communication and collaboration among team members.
• Implemented Salesforce Apttus Contract Management add-on package allowing legal and executive teams to develop, review, track, eSign, activate, and store all new contracts.
• Conducted various brainstorming sessions with other systems/teams to accomplish the integration requirements.
• Designed and documented about - Custom Tabs, Objects, Pick Lists, Dependent picklists, Validation Rules, Workflows and Triggers.
• Working with various Standard Salesforce objects like Accounts, Contacts, Cases, Opportunities, Leads, Campaigns, Reports and Dashboards etc.
• Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Software Requirements.
• Created APEX triggers, classes, test methods and visual force pages to implement custom functionality.
• Performed detailed analysis of business and technical requirements and developed the Apex classes using other Platform based technologies like Visual Force, Force.com IDE.
• Analyzing needs for Development and UAT (User Acceptance Testing) environments to place appropriate access/production controls.
• Coordinated with Marketo, Hoopla, Xactly(Commission),Gainsight, Insightly and Anaplan.
• Followed agile methodology. Attended stand-up meetings on daily basis and organized meetings with teams on weekly basis.
• Familiar with Steel Brick CPQ for subscription, billing, invoicing and can take control of sales process from Quote to Cash. Generated Revenue recognition status automatically with Steel Brick CPQ.
• Generated Requirements Traceability Matrix and managed & scheduled project responsibilities using MS Project
• Create various profiles and configured the permissions based on the organizational hierarchy requirements.
• Created various Reports (summary reports, matrix reports, pie charts, and graphics) and Report Folders to assist Service managers to better utilize Sales force and configured various Reports and for different user profiles based on the need in the organization.
• Interacted with executives and sponsors to identify requirements, project objectives and scope changes.
• Involved in the documentation of Use and Test Cases to test specific functionalities of the application.
• Worked on preparing Use Cases and converting Business requirements to Technical Documents as Salesforce Business Analyst as a replacement for a colleague.
• Worked with development team and the business to convert the Business Requirements to Technical Specifications and interacted with testing team to provide more clarity on requirements.
• Configured Salesforce.com security profiles and custom object supporting integration and quote-featured enhancement
• Handled various support issues and defects on day-to-day basis and updated JIRA and HPQC accordingly.
• Created new user accounts and configure Salesforce.com to fit security needs at the user and organization levels.
• Implemented service cloud, service console and configured Email-to-Case and enabled communities in cases.
• Created communication templates used for Email alerts based of Text, HTML and Visualforce types and work on scheduling them based on requirements using process builder.
• Handled Regression testing for various scenarios and logged the bugs in JIRA.
• Developed SOQL and SOSL queries to get data from different related objects.
• Responsible for understanding the data migrating requirements and analyze data to be loaded from legacy systems to Salesforce.com.
• Provided custom reports and dashboards to support the needs of the users and executives.
• Created and maintained the documentation for application Design, data mapping document for Migration and technical design document.
• Good Experience on Resolving Salesforce Tickets raised from various Business users, Acknowledging, Resolving and closing of salesforce tickets on priority basis and communicating to users.
• Worked on implementing, developing and customizing customer communities based on clients' requirements.

Confidential, Denver, CO

SALESFORCE BUSINESS ANALYST

Responsibilities:

• Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Requirements.
• Followed Waterfall methodology and worked in an onsite - offshore Model and handled Multiple Projects during the tenure.
• Attended stand-up and requirement meetings on daily basis and organized walkthrough meetings with Dev & QA teams on weekly basis.
• Conducted various brain storming sessions with other systems/teams to accomplish the integration requirements. This involved communicating with various other internal teams within Voya and external vendors.
• Created various BRDs, FRDs, data translation, data mapping and interface specification documents.
• Created Config-Tech design documents which provided detailed description of various salesforce functionalities implemented.
• Worked on Data.com Duplicate management and defined various matching and duplicate rules.
• Analyzed and imported thousands of accounts and contact records using Data Loader.
• Worked on various Salesforce.com standard objects like Accounts, Contacts, Opportunities, Products, Quote, Activities, Reports and Dashboards.
• Created and deployed several reports for different user profiles based on the need in the organization.
• Created workflow rules and defined related tasks, time triggered tasks, process builder, email alerts, field updates to implement business logic.
• Created email templates, approval processes, approval page layouts and defined approval actions on them to automate the processes.
• Worked with development team and the business to convert the Business Requirements to Technical Specifications and interacted with testing team to assist during the testing phase.
• Handled various production support issues and defects on day-to-day basis and updated JIRA and HPQC accordingly.
• Created new Custom Objects, Assigned Fields, Dependent Pick-lists, Record Lists, Custom tabs, Components and Custom Apps.
• Implemented pick lists, dependent pick lists, validation and formula fields to the custom objects.
• Worked on Administrative, Visibility & Security tasks such as User management, Creation of Profiles, Roles and Permission Sets, Sharing Rules, Public Groups, Workflow, Activities and Events, Email notification and Template Design.
• Involved during development of Apex Classes, Controller Classes, Apex Triggers and Visual Force Pages for various functional needs and deployed in DEV, TEST and PROD environments.
• Created multiple reports and dashboards based on business requirements.
• Working on test cases during SIT, Functionality, Smoke testing & assisted business users during UAT Testing. Supported Business Users during UAT & Production Checkout.
• Worked on SOQL and SOSL queries for data analysis and cleanup for implementation Dedupe project.
• Performed various data load and imports as per the business needs. Coordinated with production support team and provided the mapping documents for futuristic data loads.
• Experience on Resolving Salesforce Tickets raised from various Business users, Acknowledging, Resolving and closing of salesforce tickets on priority basis and communicating to users.
• Worked with release management team for performing various post & pre-migration tasks and conducting initial level of BA checkout.
• Assisted users during the Business Check out and worked on consolidating signoffs from various business markets.
• Presentations of weekly progress on salesforce developments for Monthly Productions Releases. Involved in discussions with Executive management on weekly project status and overall project progress towards the target.

Confidential, Piscataway, NJ

Business analyst

Responsibilities:

• Interviewed business users and internal reps to understand project scope and business rules. Performed Gap Analysis of current CRM application and desired application to eliminate activity and understand the gap to fully use existing resources.
• Collaborated with Product Owner to build cross-region strategy for applications around the cloud model.
• Designed and maintained complex user roles, security, profiles, workflows rules, validation rules and, custom workflows, queues, licenses, capacity and storage management.
• Integrated Salesforce.com with external applications by using web services (REST and SOAP API) and customization on Salesforce standard objects like Accounts, Opportunities, Contacts and Campaigns associated with Sales Cloud.
• Managed different salesforce.com objects like Accounts, Campaigns, Cases, and Contacts and designed Dashboards using customized dashboard components.
• Analyzed Salesforce product table and data fields, Opportunity forecasting, Cancel and Rebook, Change Order Management, Account entitlements and Product Fulfillments process.
• Conducted daily stand-ups, to assign tasks and update progress into Sprint burn down charts.
• Created user stories and understood the role hierarchies to generated workflow rules, validation rules, sharing model, PSLs, approval processes, OWDs and custom Reports & Dashboards.
• Collaborated with Database team to identify the source of the right data entity that needs to be migrated.
• Analyzed the DB schema through schema builder and maintained relationships (Master-detail, look-up and Junction) between custom objects and tabs.
• Created and owned supplemental documentation such as ERDs, UML, Dataflow diagrams and prototypes.
• Perform day to day User Management on SFDC Org by configuring Sharing Rules, Permission Sets, Roles and Profiles.
• Involved in meet-ups between Product owners and SME develops to gather requirements for clarifying story points during Definition Stage
• Facilitated Sprint Planning Meetings for deliverable's distribution on Sprint Task boards and track metrics.
• Empowered Scrum Team with best practices (Planning Poker, Scrum of Scrum) and cross-functional volunteering to meet Definition of Done for the Sprint review meeting.
• Gathered detailed requirements for salesforce.com customization. Designed prototypes, modified picklist, tabs and fields for enhanced user interface.
• Kept data clean by implementing best practices- workflow fields, data validation rules, custom pick lists, custom look up fields to bulk load data through Data loader/Data Import wizard/ Workbench.
• Designed and created documentation on integrating Solutions to Cases (Risk Mitigation strategies) from the Legacy system to Salesforce.com