SUMMARY

• Over 7+ years of experience in Information Technology, having diverse experience in Salesforce.com CRM as a Business System Analyst.
• Experience in administration, configuration, Implementation, and Support of Salesforce CRM, and Salesforce SFA applications based on Apex Language and leveraging Force.com Platform - world's first commercial Software as a Service (SAAS) application running in Cloud Computing Environment.
• Experience in Salesforce.com SFA, Force.com Apex Classes, Apex triggers, Integration, Visualforce, Force.com API, SOQL, SOSL.
• Expertise with Administration and Configuration of Salesforce.com CRM to populate and maintain data.
• Extensive experience in creating and documenting Business Requirements and System Functional Specifications including use cases.
• Extensive experience in creating Wireframes / UI Design using MS Visio.
• Successful in translating business requirements and user expectations into detailed specifications employing Unified Modeling Language (UML), drawing UML diagrams, Activity Diagrams, and State Diagrams using MS Visio.
• Customizing Service cloud console& developing service cloud console components to improve the productivity of Service Agents • Organized the entire project as senior analyst and end to end implementation of entire service cloud application • Techno-Functional experience with Salesforce Sales cloud and Marketing cloud as system administrator and guiding clients on CRM solution for sales, marketing and services teams.
• Experienced with Retail, Telecommunications, Utilities, and Banking business needs and blending them with the package-based solutions to meet all the variety of IT needs of each customer.
• Customize objects for service cloud - case, defect and reports/dashboards • Hands on experience in Administration setup like managing Users, Security Controls and Data Management on service cloud for HR team.
• Experience in lead case management (Web-to-Lead, Email-to-Case).
• Very strong in Article Management, Chatter Answers, Data Categories and Service Cloud implementation.
• Experience working with salesforce.com sandbox and production environments.
• Experience in working with CRM applications such as Salesforce and Siebel.
• Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management & Quote • As Business Analyst, expert in gathering business and technical requirements from both formal and informal sessions utilizing a variety of software tools.
• Experience in data migration from MS outlook, Excel and Legacy Systems by using Data Loader, Import Wizard.
• Strong knowledge of SDLC process and experience working in teams implementing Agile Scrum Methodologies.
• Highly proficient in preparing Business Requirement documents (BRD), Functional Requirement Documents (FRD), User Requirement Document (URD), essential in bridging the gap between Business Management and the Development Teams.
• Administered Salesforce, CRM Seibel for Stryker IT and responsible for managing all the Stryker accounts on it.
• Responsible for Salesforce implementations and training globally and looked after as Salesforce administrator and assistant developer.

TECHNICAL SKILLS

Operating Systems: Windows 2K/NT/98/XP, Vista

Languages: APEX, C, C++, JAVA, .NET.

Database: Sql 2000, Oracle 9i,DB2,Oracle 10g

Enterprise Applications: Oracle Applications Business Suite 11i, Siebel 7.0, Siebel 7.8, Siebel 8.0

CRM Knowledge: Salesforce, Siebel Tools, Workflows, Call center, Healthcare, Field Service, Sales, Media, Correspondence, Assignment Manager, Public sector

Middleware: TIBCO, Data share

Methodologies: CMM, RUP

Tools: Microsoft Visio; Clear Case, MS Office 2007; Kintana, TFS, Toad, Clear Quest, HPQC, Remedy.

PROFESSIONAL EXPERIENCE

Sr. Salesforce Business Analyst

Confidential, New York, NY

Responsibilities:

• Facilitates requirements gathering and analysis sessions with the business users.
• Lead Salesforce Design JAD sessions and prepare Salesforce Functional Designs.
• Knowledge in Salesforce.com SFA, Force.com Apex Classes, Apex triggers, Integration, Visual force, Force.com API, SOQL, and SOSL.
• Very strong in Article Management, Chatter Answers, Data Categories and Service Cloud implementation.
• Support the design of business processes including documentation of functional specifications and Process Flows.
• Worked on various Salesforce.com standard objects like Accounts, Contacts, Cases, Leads, Campaigns, Reports and Dashboards
• Organized the entire project as senior analyst and end to end implementation of entire service cloud application
• Integrated the Web Services for extracting the data from external systems to display in the pages of Salesforce.com.
• Coordinates and gathers functional requirements and explores design solutions with the technical team.
• CRM Solutions - Siebel, Sterling OMS, Salesforce.com (Sales, Service, Community, Chatter cloud and Salesforce1).
• Customize objects for service cloud - case, defect and reports/dashboards
• Basic understanding of end to end Claims Processing and prepared Business and Functional Design Documents (PRDs and FSDs), client presentations, and screen mock ups
• Participates in data mapping related to different claims processing systems and salesforce application.
• Customizing Service cloud console& developing service cloud console components to improve the productivity of Service Agents • Supports the design of business processes, including documentation of functional specifications, and current and future state process flows
• Facilitates sessions with the technical team to analyze requirements and conduct a detailed fit-gap analysis Worked on Web services and Integration of Salesforce with Client's legacy applications.
• Coordinate and gather functional requirements and explore Salesforce design solutions with the technical team.
• Worked on different Salesforce entities like Service Requests, Orders, Quotes, Opportunities, Contacts, Activities.
• BRDs, requirements traceability matrixes, UAT test cases and scripts, and test results
• Prepared the functional design of the salesforce application.
• Prepares BOW documents (Change Management) and provides sign-offs from the client
• Involved in post-production deployment activities.
• Acts as a primary liaison between Business and Technical Team
• Provide application Demo to the Business Users.
• Worked on Salesforce Reports.
• Work closely with the Technical architects and provide solution to the Business.

Salesforce Business Analyst

Confidential, Charlotte, NC

Responsibilities:

• Interacted with various business team members to gather the requirements and documented the requirements.
• Responsible for Salesforce implementations and training globally and looked after as Salesforce administrator and assistant developer.
• Developed various Custom Objects, Tabs, Components and Visual Force Pages and Controllers.
• Understood business goals and business context and translated them into technical specifications.
• Worked on Salesforce.com platform Apttus and advanced Apttus configurations.
• Experience with Salesforce data tools such as Data Loader and Eclipse Force.com IDE for data migration.
• Experience integrating salesforce.com with other apps.
• Techno-Functional experience with Salesforce Sales cloud and Marketing cloud as system administrator and guiding clients on CRM solution for sales, marketing and services teams.
• Integrated the Web Services for extracting the data from external systems to display in the pages of Salesforce.com.
• Customize objects for service cloud - case, defect and reports/dashboards
• Involved in Salesforce.com application Setup activities and customized the apps to match the functional needs of the organization.
• Used Data Loader for insert, update and bulk import or export of data from Salesforce.com S Objects. Used it to read, extract, and load data from comma separated values (CSV) files.
• Created page layouts, search layouts to organize fields, custom links, related lists, and other components on detail pages.
• Used Apex Data Loader to migrate data such as accounts, campaigns from different legacy systems.
• Implemented Standard and Custom Apex Controllers to handle business logic and used debug logs to trace the execution.
• Created Custom Email Templates as part of sending alerts to users based on the business requirement.
• Customizing Service cloud console& developing service cloud console components to improve the productivity of Service Agents
• Created Campaigns to send thousands of emails at a time using just an email alert workflow and a trigger.
• Developed complex formulas to calculate response times and show flags reminding customer service reps to respond to customer queries in due time.
• Used Enterprise WSDL and developed Inbound Custom Web Services to expose native logic to external clients.
• Created Users, Roles, Public Groups and implemented role hierarchies, sharing rules and record level permissions to manage sharing access among different users.
• Designed and deployed dynamic workflows, validation rules, Approval Processes and Auto-Response Rules for automating business logic.
• Developed Configurations in Salesforce for DocuSign E-Signature, a Digital Transaction Management System used to securely sign, send and manage the documents in the cloud.
• Implemented Test Classes to cover positive and negative use cases for Classes and Triggers and achieved close to 100% coverage.
• Performed IDE and Deployments across sandboxes and to Production Instance

Salesforce Business Analyst

Confidential, New York, NY

Responsibilities:

• Interacted extensively with various business groups, stakeholders and users to develop the Vision Document that is aligned with corporate strategic objectives
• Worked on salesforce business technical test requirements on application that operates the multi-currency cash settlement system to mitigate settlement risk for the FX transactions of its members and their customers.
• Using Apex Data Loader mapped data sources and loaded data into Salesforce.com.
• Manage users, Public Groups, Profiles, and Roles within the Salesforce.com CRM, this involved designating access to the applicable user within the user hierarchy/Territory.
• Expertise with Administration and Configuration of Salesforce.com CRM to populate and maintain data.
• Worked on Salesforce.com SFA, Force.com Apex Classes, Apex triggers, Integration, Visualforce, Force.com API, SOQL, SOSL.
• Followed a structured approach to organize requirements into logical groupings of essential business processes, business rules, functional and non-functional requirements
• Strong exposure and understanding of business strategy planning and implementation
• Documented the "AS-IS" Business Workflows adhering to UML standards
• Conducted JAD sessions to define requirements and finalize the Functional Requirement Document (FRD). Documented meeting minutes from JAD sessions and obtained sign-offs from JAD participants.
• Identified use cases from the functional requirements, wrote use case specifications and created "TO-BE Business Process Workflow" diagrams (activity diagrams) in MS Visio
• Designed User Interface-level wireframes detailing interaction models and user experience using Axure. Worked on various salesforce.com standard objects like Accounts, Contacts, Cases, Opportunities, Products, Opportunity Line Items, Leads, Campaigns, Reports and Dashboards
• Conducted requirement workshops to verify and validate business requirements
• Created use case diagrams using MS Visio to show interaction between the actors and the use cases as well as to demonstrate the relationship between the use cases
• Maintained a Traceability Matrix to ensure that all functional requirements are addressed at the use case level as well as the test case level
• Performed functional and GUI testing to ensure that the user acceptance criteria are met
• Co-coordinated the User Acceptance Testing (UAT) on a daily basis with the SME's to make sure that all the business requirements are addressed in the application
• Coordinated project scheduling and status reporting with the project manager

Business Analyst

Confidential, New York, NY

Responsibilities:

• Interacting with client to gather requirements and seeking clarifications. Creating System Requirements Specification with every possible detail to facilitate the developers in the code development. Review of Business Requirement Document to be able to validate the content of SRS.
• Translating the requirements to developers and delegating work to them for analysis and code development.
• Involved in SFDC implementation and maintenance of CRM functionality.
• Create STM (Source to Target Mapping) documents for integration.
• Create Functional and Technical documents for SFDC reports, workflows.
• Create various roles, profiles and configured the permissions based on the organizational hierarchy requirements.
• Use of modelling tools to depict various business processes and activities
• Worked as a product owner /Business Analyst in an agile environment with monthly release and weekly sprints.
• Managed the product backlog and worked closely with stakeholders to identify features for upcoming release.
• Documented user stories and supported them with UML activity diagram and wire frame.
• Used JIRA as a tool to manage product backlog and document user stories.
• Worked closely with the developers and testers and conducted sprint planning meetings to review user stories.
• Conducted weekly sprint review meeting with stakeholders to demo the features accomplished during the sprint.
• Managed the application support product backlog using JIRA cards
• Conducted Monthly Business Prioritization meetings with the stakeholders identify JIRA cards to be scheduled for the upcoming release.
• Performed functional and GUI testing to ensure that the user acceptance criteria are met Co-coordinated the User Acceptance Testing (UAT) on a monthly basis with the SME's to make sure that all the requirements are addressed in the application
• Analysis and testing the Acquisition process and FTP Process which are used to pull data from Business Objects.
• Documented release notes for every release to provide an overview of features accomplished for that release.