SUMMARY

• Over 8+ years of extensive experience in Sr. Dynamics CRM Business Analyst and business process re - engineering with proven ability to articulate business values exposed to diverse business processes.
• Expertise in communicating with stakeholders to provide accurate reporting information regarding the ongoing projects and initiatives via Daily Stand-ups, Status Reports, Burn-down charts and Weekly Tech meetings.
• Design and Review of various documents including the Business requirements document (BRD), Use Case Specifications, Functional Specifications (FSD), Systems Design Specification (SDS), Requirement Traceability Matrix (RTM) and testing documents.
• Expertise in documenting Business Strategic, Business Operational, Technical, Functional and Non-Functional requirements and specifications and maintaining the documents.
• Experience in Scope Analysis, Stakeholder Analysis, Gap Analysis, SWOT Analysis, Cost Benefit Analysis and Traceability Matrix and used Visio for Business Process adopting UML standards.
• Hands on experience in requirements gathering, analysis, design, functional testing and training with strong focus on Microsoft Dynamics CRM. .
• Strong understanding of project life cycle and SDLC methodologies including RUP, RAD, Waterfall and Agile.

PROFESSIONAL EXPERIENCE

Confidential

CRM Business Analyst

Responsibilities:

• Gathered, Analyzed and Documented various project Business Requirements and Functional Design Requirements with Business Partners, Technical Team, Change Managers and SME's.
• Interviewed business area experts asking detailed questions and carefully recording the requirements in a format that can be reviewed and understood by both business and technical people.
• Performed Data mapping, data mining, data analysis, logical data modeling, created class diagrams and ER diagrams and used SQL queries to filter data
• Followed and coordinating incidents related to convergent products & services, applications and network elements in different domains concerning technical or functional issues.
• Enhancing MS Dynamics CRM 2016 usability by designing and optimizing navigation, forms, and layouts.
• Responsible for defining the integration points between multiple systems with CRM and data mapping and specification writing
• Gained training on Enterprise Asset Maintenance, introduction to financial in Microsoft Dynamics CRM course, trade and logistics.
• Analysed User Requirement Document, Business Requirement Document (BRD), Technical Requirement Specification and Functional Requirement Specification (FRS).
• Extensive MS Dynamics CRM experience, particularly in 2015 and 2016 versions, that has included the following: Design, development, implementation and management of MS Dynamics
• Created workflow scenarios, designed new process flows and documented the Business Process and various Business Scenarios and activities of the Business from the conceptual to procedural level.
• Worked on Microsoft Dynamics CRM for handling the customer claim inquiries, validation and case creation.
• Working closely with senior management to develop strategic plans.
• 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.
• Worked on various Microsoft Dynamics CRM configurations including Custom Objects, Page Layouts, Form Layouts, Fields values, Data viability, Reports and Dashboards.
• Maintaining effective user relationship by performing front-line support of MS Dynamics CRM 2016 users.
• Participated in User Acceptance Testing (UAT), coordinated with clients for better quality, developed user acceptance test plans and test cases, coordinated user acceptance testing and issue resolution
• Exported Microsoft Dynamics CRM data to Microsoft Office Excel PivotTable to see patterns and trends in data
• Conducted JAD sessions with management, SME, vendors, users and other stakeholders for open and pending issues.
• Involving in mapping customer requirements to MS Dynamics CRM 2016.
• Worked on different data sources, creating logical data models and establishing relationship between entities using Crystal Reports, MS SSRS
• Worked on projects which used Agile and Waterfall methodologies.
• Responsible for providing analytical support in the Design, Development and Implementation of Project.
• Assigned tasks among development team monitored and tracked progress of project following agile methodology.
• Managed Dynamics CRM system through inputting new engagements, adding leads, options, and necessary stakeholder information

Environment: MS Office Suite (Word, Excel, Access, PowerPoint & Outlook), MS Dynamics, Microsoft Visio, Share point, Caliber RM, Basic SQL, Dynamics CRM, CRM Server, Agile and Project Management.

Confidential - VA

Dynamics CRM Business System Analyst

Responsibilities:

• Reviewed business requirements, technical solution documents and participated in requirements review and sign-off sessions for application enhancements delivery.
• Created high level Process Flow Diagrams for various regions incorporating the regional specifications and standards.
• Managed software requirements upgrade to Consumer Needs Assessment and Data Management to Lending Services, performed data sanity checks on all accounts of Customer to Touch point (C2T).
• Assisted in creating Dataflow, Workflow, Process flow and Entity Relationship diagrams in MS Visio, created an Event Publish Service to publish the data near to real time event being a batch process.
• Created Dynamic CRM data cleansing modules to identify duplicate student data using rules from a rules table in the database.
• Implemented common, centralized, flexible enterprise wide architecture and simplification of IT systems to support key business and CRM initiatives.
• Designed configuration of MS Dynamics CRM as per the business user's requirements and needs.
• Assisted in migration of current CRM to MS Dynamics CRM with added features and functionality.
• Gathered business requirements from stakeholders and translate them into detailed requirement specifications.
• Involved in mapping customer requirements to Microsoft Dynamics CRM 2012
• Implemented software and hardware components for Microsoft Dynamics CRM and XRM applications Setup various offers and campaigns in Microsoft Dynamics CRM and presented them based on customer segmentation
• Manage CRM Off-Shore Development Team and supervise all customizations and enhancements to CRM 2011.
• Completed a thorough customer analysis and prepared a Request for proposal (RFP) document and got the shortlisted vendor document signed off. Finally Dynamics CRM was decided upon by the stakeholders among shortlisted as final implementation customer
• Documented Business Requirement Document (BRD) and Functional Specification Document (FSD) for MS Dynamics CRM Contact Center Application.
• Created functional specifications, which include: functional definitions of the system; functional work flows; impact analysis regarding existing applications; and UI designs, navigation, and definitions.
• Work with clients and conduct interview sessions around Dynamics CRM modules (Finance, Inventory, Enterprise Portal, Warehouse Mgmt, Business Portal, and Trade and Logistics)
• Trained users on features and benefits of Dynamics CRM solution and IT staff on system administration, security
• Identified and documented data standardizations to be performed, data enrichment operations, data validations, data security requirements, and data exception handling processes.
• Function as primary point of contact to the Business & the Developers for all CRM Enhancements to CRM 2011
• Extensive use of MS SharePoint for sharing information within the organization, managing documents with peers and published reports to help team make better decisions.
• Managed and prioritized ongoing support requests and administrative needs of MS Dynamics CRM users.
• Interacted with client's front and back office personnel to define business requirements and software usage.

Environment: MS Visio, Rational Requisite Pro, Rational Clear Case, MS Dynamics AX, Rational Clear Quest, MS Office Suite, MS Project, AX Server, Share Point, Win Runner

Confidential - VA

Business Analyst

Responsibilities:

• Analyzed and understood the requirements in a Business needs and Technical specifications perspective by conducting User reviews and JAD sessions.
• Understood and articulated the Business requirements from the Business and then converted them into technical requirements.
• Worked closely with the User Interface team to model the Web Screens, which met User defined requirements and also company standards.
• Conducted user interviews, gathered and analyzed requirements.
• Organized JAD sessions with the User, Business team, Lead System Analyst and Senior Developers.
• Developed Custom SSRS Reports and embedded into MS CRM Application under Custom Reports Category.
• Worked as an Interface between the users and the different teams involved in the application development for better understanding of the business processes. Set up meetings and lead meetings from time to time.
• Worked closely with Product Owners in Product Backlog prioritizations, Perform Sprint analysis and reviews. Communicated with customers to identify business processes and map them to Dynamics CRM.
• Conducted iterations and communicated results and milestone achievements to the users while keeping the developers closely updated on all documented refinements.
• Collaborated with business partners to analyze and understand business problem/need.
• Extensively worked on UAT environments and worked with Business Users
• Delivered Microsoft Dynamics CRM 2013 projects through analysis, design, development, training and deployment activities necessary to deliver superior quality Microsoft CRM solutions.
• Interacted with data management team to ensure that the data is available to BI team to report on.
• Created and updated the Functional Design Document based on the system requirements gathered in the focus group meetings.
• Used requirement gathering tools to define, prioritize and track requirements throughout the project lifecycle.
• Worked on Data warehousing and maintenance of Data Marts.
• Conducted walkthroughs with the end users to gather the modification requests from the user to upgrade or change the specifications for the product.
• Created detailed screen mock up's using Microsoft Visio to ensure clarity between the business requirements gathered and transmitted to the development team.
• Created Narrative UML diagrams, Use Cases, Use Case diagrams, Work flow diagrams, flow diagrams using MS Visio.
• Supported the QA team to develop the test plan, test conditions and test cases to be used in testing based on business requirements, technical specifications and/or product knowledge.

Environment: MS Visio, UML, Microsoft Office Suite, Server, MS CRM, Agile, HTML, Quick Test Professional, Rational Clear Case, Microsoft Project, MySQL.