SUMMARY:

• Over 7+ years of IT experience in the Salesforce.com CRM Platform both as Administrator and Business Analyst Expertise at all phases of Software Development Life Cycle (SDLC) and Software Test Life Cycle (STLC) involving requirements gathering, analysis, functional design, testing and implementation in Salesforce.com.
• Business Analyst with extensive of experience with solid understanding of business requirement gathering, documentation, business process flow and business process modeling.
• 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.
• Leverage SaaS sales and marketing tools to generate new leads, routinely follow - up with established prospects.
• Extensive experience in data migration from traditional applications to Salesforce.com using Apex Data Loader Utility.
• Proficient in all phases of Software Development Life Cycle (SDLC), which involves requirement gathering, requirement analysis, agile, functional design, implementation and enhancement of projects in SalesForce.com.
• 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.
• Expertise in Salesforce Data Validation, Sales, Marketing, Customer Service and Support Administration.
• Strong knowledge in customized Case Management with Escalation Rules, Workflow, Approval Process, Validation Rules,
• Experienced at building various custom reports, Report types with Multiple objects and daily day to day Reports and Dashboards for Management.
• Highly experienced in writing Apex Classes, Apex Triggers, developing Visual Force pages using standard and custom controllers.
• Proficiency in Territory management such as Lead Routing and ownership, Account Assignment, Opportunity Ownership.
• Experienced working in Cross-functional teams, identifying business requirements and supporting sales/marketing.
• Involved in project to understand the business needs and objectives of the system and interacted with the end client/ users and stakeholders, involved and gathered requirements for the integrated system.
• Lead planning meetings, analysis development, test inspections, and other project meetings throughout project life cycle.
• Working with user group for requirement gathering throughout the planning and implementation.
• Great interpersonal and communication skills, focused, self-motivated, organized, quick learner and team oriented.

PROFESSIONAL EXPERIENCE

Confidential, Jersey City, NJ

Salesforce Business Analyst

Responsibilities:

• Gathered detailed business and technical requirements and participated in the definitions of business rules and data standards
• Responsibilities include leading business requirement definition, translation of business requirements into SFDC terminology, and Service Cloud solution design review to ensure business requirement fulfilment.
• Extensive experience configuring and designing the Salesforce.com CRM solution to meet business requirements and support existing business processes.
• Designing and deploying solutions that optimized the Sales /Service cloud functionality and lead the implementation of these solutions.
• Prepared graphical depictions of Use Cases, Use Case Diagrams, State Diagrams, Activity Diagrams, Sequence Diagrams, Component Based Diagrams, and Collateral Diagrams and creation of technical design (UI screen) using Microsoft Visio.
• Build new processes and functionalities using Batch Apex for Robust Email Integration between Salesforce Marketing Cloud and Salesforce.
• Developed visual force pages using apex components.
• Experienced working on Agile Scrumand Waterfall methodology.
• Managed Auto response rules if customers approached beyond the business hours and toiled on Record Types, Validation Rules, Triggers and Page Layouts.
• Prepare test cases, test scripts for Navigational test, Functionality testing, UAT and GUI testing.
• Used SQL queries to collect relevant information from company's database.
• Meet with key stakeholders to gather detailed business and functional requirements to be built into Salesforce.com.
• Dealt with the senior managers on a regular basis to discuss the Use cases, Workflows and different requirements that comes out of the stakeholder interviews.
• Acquire user requirements and designs for the Salesforce.com CRM to capture all sales and marketing needs.
• Implemented Service Cloud by decommissioning and migrating existing Siebel Servicing Portal.
• Implemented Marketing Sales, Customer Service, Call Center & Support Administration.
• Document requirements in agile tool - Rally or Jira or any other agile tool.
• Facilitated functional requirement gathering from system users and prepared business requirement documents (BRD).
• Used MS-Visio for flow-charting, Use- Case process model and architectural design of the application
• Implemented the Rational Unified Process (RUP) methodology guidelines with its various workflows and artifacts in Requirements Management and Development.
• Developed Visualforce Pages and Visualforce Components with Apex classes to provide functionality to the Visualforce pages.
• Implementing SalesCloud, Service Cloud, Chatter and custom applications in Force.com.
• Perform detailed data analysis when migrating data from Legacy systems to Salesforce.com
• Documented the “AS-IS” Business Workflows adhering to UML standards. Conducted JAD sessions to define requirements and finalize the Functional Requirement Document (FRD).
• Performed mass data imports using the API or an import tools as requested by CRM Manager or others after approval.
• Worked closely with Business Users to understand the Intended functionality of the legacy System which involves integration with SQL Server for Data Processing.
• Utilized Waterfall methodology to configure and develop process, standards, and procedures.
• Responsible for business process analysis that includes requirements facilitation, definition & analysis, alternatives, software selection, prototyping, business process design and mapping.
• Developed dynamic Salesforce.com Visualforce pages using Apex page functions and actions, designing them using HTML, CSS, and JavaScript.
• Wrote an Apex Trigger on Contact for cross object field update for reporting purposes.
• Conducted meetings and JAD sessions for project definition, resource identifications and deliverable prototype identification.
• Interfaced with developers, analysts, customers and project managers to discuss requirements and recommended solutions, to help resolve issues.
• Lead the User Acceptance Testing efforts to verifying that the developed reports meets the requirements.

Environment: Project Management, Quality Center, Excel, Sql, My Sql, Salesforce Marketing cloud, Agile, Outlook, MS Office, MS Project, Rational Rose, Rational Requisite Pro, RUP, UML.

Salesforce Business Analyst

Responsibilities:

• Identify and document AS-IS and TO-BE business process models during the Inception phase.
• Conduct requirements elaboration sessions in salesforce CRM platform to review and validate business requirements.
• Manage all Business Objectives, Requirements, and Specifications Requirements in SFDC.
• Draft Use Cases for review by Business, Development, and QA teams to include process steps, alternate flows, acceptance criteria, objectives, and screen/report mock ups.
• Perform and guide BSA testing for SFDC Workflow.
• Administered Salesforce CRM applications for Sales, Marketing and Support Departments.
• Developed questionnaires for stakeholders, definition of the Use Cases and requirements along with control flows and user interface mockups in Visual Basic.
• Designed GUI and Navigation flows for the generic viewer facing the end user using MS power point, Visio.
• Perform and guide BSA testing for Salesforce application in marketing cloud.
• Worked on Record Types, Validation Rules, Triggers and Page Layouts.
• Develop and execute Test Scenarios, Test Scripts, test data documents based on Requirements and Design documents mostly in agile environment.
• Collaborated in Designing, developing, and deploying Apex Classes, Controller Classes, and Apex Triggers for email services and lead-to-contract conversion.
• Performed administrative activities on Sales, Service cloud by creating User, Roles, Profiles, Workflow rules and Approval process.
• Implemented salescloud and service cloud to improve customer retention and service delivery process improvement.
• Collaborate with QA and Development teams for requirements clarifications.
• Closely Work with the Development Team to understand the Technical Architecture and Technical requirements of healthcare Claims Workstation.
• Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, OOD (Object oriented Design) using UML and Visio.
• Managed and implemented customization requests by CRM Manager.
• Worked on Agile and Scrum Methodology for Salesforce custom app implementation.
• Designed and developed custom Visualforce pages and complex apex controllers to create, Commission and Sales Enablement widgets as per the requirement.
• Evaluated Business Development representative team needs while conveying the value of SalesCloud. Conducted Analysis and design of the Salesforce.com.
• Created APEX triggers, classes, test methods and visual force pages to implement custom functionality.
• Implemented search, filtering, and tagging features on page layouts to make it easier for sales to locate relevant marketing content and documents in SalesForce.com CRM Content.
• Worked on integration of two instances using Apex REST API call-outs and parsed JSON responses provided by third-party systems connected via REST inside Apex classes.
• Provide weekly Demo's with the client & record changes, track with detailed meeting minutes and acceptance.
• Analyzed and imported thousands of account and contact records using Data Loader.
• Analyze UAT (Business) and QA clarifications and provide required guidance. Manage the review process and maintenance of all requirements.
• As needed, facilitate daily SCRUM stand up meetings.

Environment: Salesforce.com Workflow and Approvals, Agile, Role Hierarchies, Sharing Rules, Reports, Dashboards, Custom Objects, Custom Tabs, MS Project, MS Excel, PowerPoint, MS Visio, Lotus Notes, MS Outlook.

Business Analyst

Responsibilities:

• Involved in creating gap analysis document, clearly identifying the data, business process and workflows of the organization with respect to salesforce.com implementation.
• Updated Business Requirement Documents and Conducted GAP analysis.
• Administrated and monitored the company's Salesforce CRM application.
• Created the workflows for automated lead routing, lead escalation and email alert.
• Designed and developed Project Scope Document, Project Plans, Project analysis and Project Deliverables, Business Requirements Document.
• Personalized Tabs for various business user groups and business centers.
• Experience in SFDC Integration using Web Service and Apex Programming, Salesforce Service Cloud expertise.
• Prepared and executed test cases for Navigational test, Functionality testing and GUI testing using Test.
• Created Profiles, Roles based on Organization role hierarchy and implemented.
• Worked as a Business Analyst in an Agile environment by eliciting Business Requirements from Business users using number of JAD sessions.
• Record-Level and Field-Level security and configured their sharing settings.
• Involved in gathering customer requirements from business user teams spread over the Sales, Marketing and Customer service.
• Set up Marketing Campaigns, Campaign Hierarchies, Lead Queries, Assignment rules, Web-to-Lead and Auto-Response rules
• Developed and Customizing salesforce.com application based on the user needs.
• Developed field & page layout customization for the standard objects like Account, Contact and Leads.
• Defined functional and non-functional requirements to Use Case narrative using the UML diagrams.
• Maintained and gave permissions to communication templates based on Profiles.
• Worked on various salesforce.com standard objects like Accounts, Contacts, Leads, Opportunities, Reports and Dashboards.
• Designed, and developed the Custom objects, Record Types, Formula fields, Page layouts, workflow rules, tasks, emails and alerts to track customer related tasks and activities.
• Used field level security along with page layout to manage the visibility and accessibility of fields for different profiles.
• Customizing Company Profile, Security Controls and Communication Templates of the organization as per the organization requirements.
• Primarily involved in developing use case document for the application, traceability matrix, system requirement specification (SRS) and presentations for proposed solutions.
• Expert CRM Fusion User with advanced skills in Power Grid, Single Table Dedupe, Mass Lead Conversion, Lead to Account Deduplication, Mass backup, Mass Ownership changes.
• Supervised, examined and specify stakeholder needs.
• Managed salescloud.
• Deliver continuing support in the areas of SFDC configuration, administration, reporting, data migration, solution design and project co-ordination.
• Implementation of Data Loader for loading the data.
• Provided offshore team with necessary and KT and assistance whenever required.
• Scheduling daily standup call with Offshore team.
• Used Data Loader to read, extract, and load data from comma separated values (CSV) files or from a database connection.

Environment: Salesforce.com platform (Apex, Visual Force, Data Loader, Workflow and Approvals, Quotes, Sharing Rules, Email Templates, Reports, Dashboards, Custom Objects, Custom Tabs, Excel enabler for Sales force), Agile, MS Project, MS Excel, PowerPoint, MS Visio, Lotus Notes, MS Outlook.

Business Analyst

Responsibilities:

• Involved in building the Salesforce CRM Application for Freddie Mac, VA.
• Interacted with various business team members to gather the requirements and documented the requirements.
• Performed effectively in agile software development environment, supporting frequent requirement elicitation, development and testing in constant business presence.
• Analyzed the scope of the Requirements and managed requirements to avoid Scope Creep.
• Mapped processes for business's disbursement of Marketing Development Funds (MDF) to distribution partners
• Participated in Requirement Gathering Sessions & JAD Sessions.
• Created user Roles, Profiles and sharing settings.
• Prepared Use Cases based on Business Requirements and High Level Design using MS Visio.
• Conducted the UAT with the Business users and gathering feedback and providing the same to the Development team.
• Created workflow rules and defined related tasks, email alerts and field updates.
• Created custom Dashboards for Manager's home page and gave accessibility to dashboards for authorized people.
• Created new custom objects, assigned fields, designed page layouts, custom tabs, components, custom reports.
• Reviewing the test cases provided by the QA team and providing feedback.
• Implemented pick lists, dependent pick lists, lookups, master detail relationships, validation and formula fields on the custom objects.
• Implemented Web to Case, Email to Case functionalities to provide a better support to the customers.

Environment: SQL server, Agile, Oracle, Web Services, Restful Services, CRM, Sales Force JSON, XSLT, WSDL.