Summary:

Results-oriented Senior Salesforce Business Analyst/Admin with 9 years in Salesforce.com (SFDC) platform.

Specializing in analysis, design, development, testing and implementation of various cloud-based applications.

Proficient in requirement gathering, documenting, interacting with project owners, stakeholders and other business

groups. Skilled at team collaboration while working independently. Solid experience/understanding in new

salesforce implementation, project support, configuration and administration.

Highlights:

• Salesforce.com (SFDC) CRM Platform • Elicit and analyze requirements, Data mapping

• Agile/Scrum development Methodologies • Writing/grooming user stories, Strong Reporting skills

• 5 X Salesforce Certified • Onshore/offshore development model

• Liaison between Business and IT Development • Experience working remotely, Security management

• Sales Biz Processes, Workflows & process builder • Lightning, reports/dashboards, Profile management

• Excellent written/verbal communication skills • Sales Cloud Configuration / Integration

• Salesforce Platform Expertise • ServiceMax Expert

Technical Skills:

Salesforce.com (SFDC) CRM, Data Loader, SQL Server, MS Office, Qtest, Confluence, JIRA management tracking tool ALM (Application Lifecycle Management) tool, SharePoint, Visio

Certifications:

Certified Salesforce Administrator

Certified Salesforce App Builder

Certified Salesforce Sales Cloud Consultant

Certified Salesforce Service Consultant

Certified Salesforce Experience Cloud Consultant

Education:

Bachelor’s in Computer Science

Mountain State University (MSU) – 2012

Beckley, West Virginia

Professional Experience:

Alcon Vision, TX June 2022 – Present

Salesforce Business System Analyst

Project: Salesforce Agile Enhancement, Process Optimization of ServiceMax Application Project - Customer Master Project, Moved from Multiple Account to Single Account Concept.

Developed Test scripts and performed formal execution in the UAT Sandbox.

Maintained clear communication, ensuring stakeholder understanding of timelines and pending tasks.

Developed user stories aligning business needs with optimal user experience and comprehensive testing criteria.

Maintained clear communication, ensuring stakeholder understanding of timelines and pending tasks.

Coordinated with business stakeholders to prioritize requirements, leading Backlog Grooming for focused project goals.

Vital member of agile teams, contributing to continuous improvement by leading agile ceremonies and delivering key artifacts.

Acted as a liaison between teams, drafting precise Agile User Stories with Acceptance Criteria.

Ensured timely delivery, maintaining high-quality standards and documenting process improvements.

Possessed excellent organizational, interpersonal, and communication skills for seamless collaboration.

Thrived in a fast-paced, multicultural team, served as a Subject Matter Expert, and thought leader.

Conducted Sprint Demos, gathering feedback to refine solutions and support QA processes to ensure minimal defects.

Demonstrated exemplary analytical skills, displaying an aptitude for rapid learning, proactively identifying areas for improvement.

Led cross-functional meetings to streamline processes and feature development.

Ensured ServiceMax enhancements adhered to stringent quality, time, and cost standards.

Implemented methodologies for seamless tracking, testing, and verification of release packages.

Collaborated on process enhancements for better product adoption, maintaining rigorous quality standards.

Anthem Health Insurance, VA Apr 2021 – May 2022

Sr. Salesforce Business Analyst

Project: Salesforce migration to new lightning platform, data cleaning, migration and integration

Collaborated with business teams across sales & marketing to develop processes and solutions within the Salesforce platform.

Helped identify business needs, elicits & document business requirements, and develop IT solutions and processes. Field mapping and data comparison bet different SFDC instances.

Ensured that the technical solutions meet both the requirements and business strategy.

Owned the requirements/user story elicitation, management of documenting those stories into Agile Tool, and ensured features and functionality in each Sprint is delivering value to the business, including working through all stages of the software development lifecycle.

Mapped Salesforce Health Cloud capabilities, business and technical requirements by performing fit-gap analysis against Salesforce cloud, service, community and available tools within AppExchange and Force.com platform to support enterprise-sized projects

Assisted in coordinating business unit subject matter expert meetings in order to solicit and cross-reference business and functional requirements

Emblem Health Insurance, New York Sept 2020 – Mar 2021

Sr. Salesforce Business Analyst

Project: New implementation of Health and Service Cloud, integration with external systems

Interacted with business stakeholders to discover, capture and assess project requirements and produce required documentation, update open items/issues. Acted as a knowledgeable liaison bet IT and Business

Communicated requirements with offshore IT development and QA teams via daily abstraction call.

Processed Mapping to Define requirements (Epic to Feature to User Story decomposition)

Performed root cause analysis to identify Salesforce solutions that address the true source of issues and gaps.

Analyzed and propose solutions and other changes within the system per user /customer business needs.

Managed conflict and negotiation between teams and across organizational lines

Standardized project development methodology for health cloud solutions, including process, phase artifacts, coding conventions, designed and programmed guidelines

Worked with scrum master, leading daily stand up meetings to achieve common team objectives.

Charter Communications, Stamford, Connecticut May 2019 – Sept 2020

Sr. Salesforce Business Analyst

Project: Merging Salesforce orgs from three telecom companies with a large (12000+) user base

Consulted with product owners and stakeholders to understand business problems and translate them into functional and non-functional requirements.

Dissected high-level information into details and communicated with relevant audiences.

Responsible for writing/grooming functional & technical user stories with product owners and stakeholders.

Worked closely with cross-functional teams to ensure high quality Salesforce development work is delivered.

Participated and collaborated in discussions to support SFDC technical solutions.

Provided business requirements that Technical leads can translate into architected solutions.

Partnered with Marketing, Engineering, and Sales to identify and build proper business cases.

Mount Sinai Hospital, New York July 2018 - April 2019

Sr. Salesforce Business Analyst

Project: New Implementation of Sales and Service Cloud

Assisted software development teams by providing guidance and oversight of salesforce.com instance, processes and technical functionality.

Involved in new salesforce implementation, elicited requirements and documented.

Analyzed and wrote test procedures, maintained documentation of test results to assist in debugging and modification of software, ensured existing functionality and recommended corrective actions.

Led a team of developers and testers onshore and offshore.

Analyzed production logs, generated workload model, scripts and scenarios to mimic production load.

Westcon Group, New York July 2017 - July 2018

Sr. Salesforce Business Analyst

Project: New Implementation of Sales and Service Cloud, migration from legacy light system

Managed and owned all technical aspects of Salesforce.com implementations and customizations including, data migrations, systems integrations, administration & configuration issues.

Analyzed, gathered & documented business requirements for new projects & functionalities

Identified ways to utilize SFDC to improve business processes and productivity.

Defined end to end development processes and methods including across multiple work streams.

Managed and fixed issues and tasks and resolved cases.

Tested processes in Salesforce platform and across its sandbox environments.

Engaged closely with scrum teams, verified user stories/epic acceptance criteria and test cases.

Sony Corporation, New York Mar 2016 - June 2017

Sr. Salesforce Business Analyst / SFDC QA Analyst

Project: Enhancement and maintenance of large Sales and Service Cloud Salesforce instance

Elicited requirements through meetings, emails, analyzing documents etc.

Reviewed existing processes to identify inefficiencies in processing and potential weaknesses.

Analyzed functional and technical requirements and mapping documents and transforming them into a comprehensive Test Plan. Prepared and executed test cases. Performed (SIT) and (UAT) Testing.

Interacted with onshore and offshore development teams.

Performed detailed analysis of source data and reported to senior management.

ABC Worldwide Stone, New York Jan 2015 - Feb 2016

Salesforce Business Analyst / Administrator

Project: Enhancement, maintenance and administration of Sales Cloud for various clients.

Requirement gathering from end users, stakeholders and various business units.

Performed Salesforce configuration and administration tasks such as set-up user accounts, profiles, logins issues, password reset, page layouts, creating screens, tabs, views, filters, validation rules, workflows, approvals, role, security permissions, custom objects, custom fields, relationships, reports/dashboards.

Managed data Imports /exports, updated existing records using wizards and data loader tool.

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