K M – Sr/Lead Salesforce Business Analyst

551-***-****

adyzcm@r.postjobfree.com

Summary:

Known for driving high-performing teams and delivery excellence of large mission-critical Federal and Commercial engagements.

Strong planning, management & communication to coordinate and lead cross functional teams towards a common organizational goal.

M.B.A with over 13 years experience in designing, managing and implementing Salesforce projects/solutions for various clients.

Salesforce.com CRM Certified professional

Expert with Salesforce declarative development (Sales Cloud, Service Cloud, Marketing cloud, Commerce Cloud & Community Cloud)

Strong analytical and adaptive problem solving skills. Intuitive grasp of technology at both high - and hands-on levels.

Seasoned Salesforce Business Analyst

Proficient in standard Project Management tools like Clarizen, JIRA, Confluence, MS Project, etc.,

Self-motivated, focused, collaborative team player with a passion for gaining personal relationships with clients

Education:

International Master of Business Administration (MBA), Stratford University, Falls Church, VA, USA, December 2008.

Bachelor of Commerce (B. Com), Madurai Kamraj University, Madurai, India, December 2004.

Certification:

Salesforce.com CRM Certified professional

Professional Experience:

Client: NewWave Telecom and Technologies, Inc

Designation: Business Analyst

Duration: Jan 2021 – Present

Responsibilities:

Planning and conducting requirements elicitation meetings with the business to collect functional and non-functional requirements relating to client's Salesforce technology initiatives.

Leading brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.

Preparation of requirements management plan, business and functional requirement documents.

Facilitating solution designing sessions with the technical teams for defining solution architecture

Leading demo/presentations of the solution for the business

Developing user stories and “to-be” process flows to support the design and development of Salesforce solutions for our clients.

Conducting user research, and meeting with product owners to validate and enhance user stories.

Coordinating and facilitating exchange meetings to determine needs of customers, as well as to determine the impact of changes

Collaborating with Visual/UI designer and adding/updating stories based on user response

Working with the scrum master, customers and developers to write user stories which are independent, negotiable, valuable, estimable, small and testable

Working with stakeholders and the project team to prioritize collected requirements.

Provides training and demonstrations as required.

Overseeing requirements tracking process, assign requirements to the appropriate service provider, and communicate status to customers

Verifying completion of requirements with customer and service providers, ensuring expectations are appropriately met

Acting as an interface and customer advocate to ensure customer, stakeholder and user needs are being addressed.

Collaborating with and support developers during their design and development efforts to provide support for their analysis of the story

Providing additional support and guidance to clients during the implementation phase to include development of training resources

Improving and expanding knowledge and skills sets with regards to current trends and changes in software development industry and be up to date with latest design trends

Proactively contributing to the quality of the product by seeking and proposing new or alternate approaches to address the requirements

Participating in sprint planning, sprint reviews, scrum meetings and other agile activities.

Client: Abbott Nutrition – Salesforce Migration

Designation: Sr Business Analyst

Duration: Feb 2020 – Oct 2020

Responsibilities:

Responsible for migrating Abbott Nutrition’s Therapeutics & Pediatric business lines from Salesforce Classic to Salesforce Lightning:

Leading end to end requirements sessions for modules requiring re-design for better user experience.

Documenting user stories, detailed Functional Requirements and process flows to support new design changes.

Leading brainstorming sessions for design and impact analysis.

Collaborating with testing team to successfully address any issues identified and resolving the same.

Leading the prototype & Demo sessions for the stakeholders.

Working closely with the Stakeholders and product owner to successfully execute UAT sessions.

Working with senior management to set expectations, address any concerns, sharing regular updates regarding the progress of the project, and planning the roll-out & communication strategies.

Guiding the Product owner & team in preparing Training material for the end users.

Client: Verizon Corporation

Designation: Sr Business Analyst

Duration: Nov 2019 – Jan 2020

Responsibilities:

Responsible for leading the implementation efforts for Verizon Corporation:

Separating the Verizon Federal Business Accounts and Commercial business Accounts into separate Salesforce orgs (Lightning UI)

Merging the Verizon Federal Wireless Business and Wireline Business into a single Salesforce org (Lightning UI)

Collaborating with the Development Lead, Product Manager and Program manager to develop and implement software implementation plans

Managing relationships with business unit/management in order to proactively suggest system enhancements to improve efficiencies and support business goals.

Leading requirements sessions and documenting & presenting the same to stakeholders effectively.

Developing user stories and process flows to support any new design changes (wherever required) and development

Collaborating with Program Manager to assist in maintaining project budget

Facilitating ‘design lock-up’ sessions, to make sure existing design is not affected as part of the org consolidation/merger.

Collaborating with developers to test and verify accuracy of the execution.

Coordinating the development of test defects to debug the system and participating in trial runs of the application.

Interacting with business teams and users across different geographies to help prepare communication plans and Training plans.

Client: Freddie Mac – Single Family Business Transformation Optimization

Designation: Senior Analyst – Salesforce Team

Duration: Sep 2018 – Oct 2019

Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for family housing.

Was part of a creative and dedicated team, working for the housing finance system for making a difference in the lives of others.

Responsibilities:

Performed Technical Analysis of requirements and use cases.

Worked with business teams, developers and architects to brainstorm ideas with flow diagrams/white boarding, enabling the team to create solid solutions (Lightning UI & Classic UI)

Identifying business issues; analyzing, and translating business needs into functional specifications.

Taken ownership of escalations and performed trouble shooting, analysis, research and resolution of issues reported with respect to Salesforce.

Strong diagnostic and problem-solving skills.

Displayed strong data management and data analysis skills to effectively serve as subject matter expert and enabled the team to effectively provide better Customer experience.

Performed multiple performance testing sessions (for lightning UI) with the QA team to improve overall end-user experience.

Lead proof-of-concept initiatives with respect to other systems integrating with Salesforce, new feature enabling, design changes that impact existing functionalities/user experience, potential new tools downloaded within the Salesforce instance, etc.,

Supported daily operations (Sales & Service Cloud) interfacing with business admins

Gained a detailed understanding of the current integrations at Freddie Mac, enabling the technical team to further enhance and support the same.

Planned analyst tasks based on priorities adhering to project timelines.

Provided weekly status updates on overall progress on the team’s tasks/assignments.

Highly experienced with Agile project methodology

Experience with multiple platform integrations with Salesforce: Worked with technical teams to successfully implement/execute multiple integrations - Eloqua, Microstrategy, Outlook, Clarabridge, Splunk, Google Apigee, etc., and on-premise internal Freddie Mac systems) with respect to Salesforce.

Client: U.S. Department of Agriculture

Designation: Scrum Master/Sr. Business Analyst – Salesforce.com Implementations

Duration: Sep 2017 – July 2018

United States Department of Agriculture (USDA), Office of the Chief Information Officer (OCIO) provides information technology (IT) services across the Department, and in some cases, the entire federal government. There are several organizations within the OCIO that deliver IT Services, for example: National Information Technology Center (NITC).

The National Information Technology Center (NITC) provides support to more than 40 USDA and multiple non-USDA agencies, with revenue levels exceeding $150M annually.

They needed a Robust Billing system that would provide the ability for NITC to bill customers. This was a critical need. The solution was built flawlessly on the Salesforce Lightning platform (comprising of Sales Cloud and Service Cloud modules) providing NITC with the ability to not just bill its customers, but to provide its customers with a transparent view of their usage and charges for the same.

Responsibilities:

Led BSA team in gathering, analyzing & documenting requirements & managing user acceptance; assigned tasks

Wrote and edited multiple documents, including BRD, FRD, reports, plans, etc.,

Served as liaison between IT and business teams in critical, high-visibility implementation on the Salesforce CRM platform

Conducted needs analyses, structured interviews, user surveys, system evaluations, process reviews

Identified gaps; proposed & developed solutions

Defined & developed use cases & specifications, mapped processes & requirements

Produced critical issue evaluations, impact analyses, product evaluations, competitive comparisons

Analyzed business challenges, identified business problems, evaluated impact

Prioritized tasks, identified dependencies

Built the team, defined roles, managed resources, coordinated meetings, evaluated risks & issues

Facilitated team collaboration & fostered communication; created and managed action item list

Installed, configured and deployed multiple applications within Salesforce

Actively participated in Planning testing strategy, reviewed and signed off test-script, executed User Acceptance Test.

Configured out of the box reports and dashboards as well as custom reports for the different business groups using different modules (Sales Cloud and Service Cloud).

Helped and assisted the system administrators with creating custom objects, custom fields, workflow rules, validation rules, permission sets, profile & Roles setup

Planned and led successful Data migration efforts

Worked with developers to manage integration efforts – MuleSoft and Salesforce.com

Led, managed & administered the Salesforce implementation end-to-end

Client: Conference of State Bank Supervisors

Designation: Sr. Salesforce Consultant for Corporate Projects

Duration: Sep 2016 – Aug 2017

Responsibilities:

Planning and conducting requirements elicitation meetings with the business to collect functional and non-functional requirements relating to client's Salesforce technology initiatives.

Leading brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.

Preparation of requirements management plan, business and functional requirement documents.

Facilitating solution designing sessions with the technical teams for defining solution architecture

Leading demo/presentations of the solution for the business

Responsible for all configuration changes (Lightning UI and Classic UI), enhancement requests and mass data updates

Installed, configured and deployed multiple applications with Salesforce for different set of business users (Sales Cloud users, Service Cloud users, Community users, etc.,)

Planned testing strategy, created and signed off test-script, executed User Acceptance Test.

Configured out of the box reports and dashboards as well as custom reports.

Managing project delivery based on Agile methodology deliverables including Backlog Management, Release and Sprint planning, daily Scrums, and Sprint Reviews.

Taking overall ownership of the project (Project/Product/CRM Owner).

Developing strong healthy relationships with Stakeholders.

Client: CoreSphere LLC

Designation: Implementation Lead- Salesforce.com

Duration: Oct 2014-May 2016

National Credit Union Administration (NCUA) Project:

The NCUA is the governing body for credit unions across United States of America.

Responsibilities:

Assisted in designing, and implemented a comprehensive Complaint & Inquiry Management System on the Salesforce platform that enables Credit Unions and its customers to log complaints and submit inquiries online.

Collaborated with Business Sponsor to define scope of project and timelines associated with completion of project.

Prioritized and managed project deliverables & initiatives in accordance with the requirements of business needs.

Conducted meetings and facilitated collaborative discussions for requirement changes and new or additional functionality needs.

Gathered, documented, and analyzed requirements; developed and executed training materials and training activities.

Involved in developing and executing a prototype of the application as proof of concept (POC) for business team and as a guideline for development team.

Directed and assisted in workflow automation design for auto response, data flow from object to object and timely updates to the users regarding the status of current complaints or inquiries in the system.

Managed project implementation and control monitoring process related to quality assurance (QA) and executed user acceptance testing (UAT).

Taking overall ownership of the project (Lead BA/Project manager).

United States Securities & Exchange Commission (U.S. SEC) Project:

Responsibilities:

Designed and implemented a robust Vendor Management System that:

Enables diverse vendors interested in doing business with SEC to self-register with Office of Minority & Women Inclusion (OMWI) through a customer portal.

Tracks vendor outreach and communication.

Provides upload and attachment of documents to vendor records.

Filters vendor data for market research.

Enables Email Generation and Dissemination with information about SEC opportunities and OMWI outreach efforts.

Tracks metrics and generates reports required by Congress and federal agencies such as the Government Accountability Office (GAO).

Provides the capability to interface with other Federal systems.

Lead the team in performing in-depth analysis of business practices and provided recommendations on ways to improve the processes.

Managed project delivery following Agile methodology deliverables including Backlog Management, Release and Sprint planning, daily Scrums, and Sprint Reviews

Planned and conducted requirements elicitation meetings with the business to collect functional and non-functional requirements relating to client's Salesforce technology initiatives.

Conducted brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.

Worked towards preparation of requirements management plan, business and functional requirement documents.

Created data flow diagrams and process flow diagrams to facilitate better system understanding.

Designing and created training material and conducted internal training sessions for business users on Salesforce technology functionalities.

Created new custom objects, assigned fields, designed page layouts, custom tabs and components.

Outlined the organization hierarchy and created profiles, roles accordingly in Salesforce; worked on visibility and security settings around them as required by the business.

Designed different custom dashboards for various user groups based on their business functionalities and needs.

Created and deployed several reports for different user profiles based on the need in the organization.

Designed various types of email templates for auto response to vendors.

Reviewed and signed off test-script, executed User Acceptance Test.

Advising on the best practices for maintaining a clean system

Providing training to the end users for effectively using the system

Client: REI Systems Inc. Chantilly, VA

Designation: Sr. Business Analyst- Salesforce.com

Duration: Jun 2011-Sep 2014

DealerTrack Project: DealerTrack Inc, uses Salesforce CRM (especially Sales Cloud and Service Cloud very extensively) to manage their business with 17000 dealerships and 1000+ lenders. They have implemented Salesforce as an end-to-end solution for their business needs right from Lead generation to Contract signing. DealerTrack provides software solutions and services, enhance efficiency and profitability for all major segments of the retail automotive industry, including dealers, lenders, OEMs, agents and aftermarket providers.

Responsibilities:

Provided daily support to users (1500+) to enable them to perform the salesforce tasks effectively and efficiently.

Working with the different stakeholders in Salesforce for implementing new business needs and analyzing the effects on other Objects/modules.

Modified Business Requirement Document, Identified process repetitions, bottlenecks and infrequent routes.

Created Environment setup plan, Migration document and checklist.

Maintained and populated configuration workbook.

Maintained security profiles and access rights for all users as employees are hired, transferred or leave the company.

Installed, configured and deployed multiple applications (PSA FinancialForce, Learning Cloud, SSO, Xactly Incent, Eloqua, BigMachines, etc) in Salesforce.

Customized and configured Salesforce for multiple integrations (SAP, SKYVVA, DT.com, Fusion, Dealer Insights Single Sign-On Application, Etc.)

Resolved security profiles’ issues, roles and accessibility to certain records, creating Sharing rules and Territory management.

Planned testing strategy, created and signed off test-script, executed User Acceptance Test.

Configured out of the box reports and dashboards as well as custom reports.

Responsible for any configuration changes, enhancement requests or mass data updates.

Performed multiple data migrations

Managed Salesforce-to-Salesforce connections with Third party vender for publishing and receiving object data (Leads/opportunities)

Creating new objects, workflow rules, validation rules and approval processes in the Sandbox for testing, prior to moving the same to Production.

E-mail to Case and Web to Case configuration and support.

Created training manuals to aid in the development of new and less experienced staff.

Responsible for the overall delivery of support across the organization

Responsible for implementing the contracts upload and maintenance of contracts for DealerTrack Canada.

Gaining customer satisfaction by supporting them effectively, and efficiently resolving all issues.

Client: REI Systems Inc., Chantilly,VA

Designation: Sr. Business Analyst- Salesforce.com

Duration: Dec 2010-May 2011

Intellicorp Project:

Responsibilities:

Created a comprehensive Auto Case management system

Assignment rules for assigning the specific case to the specific user or role

Created sharing rules for providing cross functional teams of the organization access to records which they do not own

Maintained an e-mail to Case system with auto-notifications sent to users when a case is created for their departments.

Created Custom fields, field dependencies and custom formula fields for auto calculations

Created custom Reports (Matrix and summary reports) and built dashboards for organization-wide presentations

Managed the overall project’s smooth flow of Salesforce automation process

Client: REI Systems Inc. Chantilly, VA

Designation: Sr. Business Analyst

Duration: June 2010-Nov 2010

Concord Coalition project:

Responsibilities:

Implemented a Donor management system based on the Salesforce platform

Created and maintained a database to keep track of all contacts that have made donations

Built a Donations tab and created custom objects, custom fields, custom groups, etc to keep track of all donations

Created and maintained reports and dashboards to get donation data on a periodic basis

Performing mass uploads and updates using Data Loader as and when required to maintain the accuracy of data

Created validation rules for restricting access to confidential data, and sharing rules for providing access to specific records for specific groups of members/roles

Created and managed workflow rules and their corresponding workflow actions (e-mail alerts, field updates, etc.) to update the system and notify members of any related information

Performing data migration of all existing contacts and their past donations

Client: Intelysys Inc., Reston, VA.

Designation: CRM Business Analyst/Market Research Analyst

Duration: Jan 2009-May 2010

Intelysys is a software company, providing Cloud solutions to organizations through SAAS (Software As A Service) products.

Responsibilities:

Supervised and managed a team of Interns providing support to the customers by gathering and delivering the requirements.

Managed the CRM technology instance and was solely responsible for all requirements gathering, documenting and configurations/customizations.

Investigated and troubleshooted issues reported by users related to access of records and objects.

Planned the business logic and implemented the same by way of workflow rules and validation rules.

Created and managed organization-wide Sharing rules in Salesforce for Accounts, Opportunities, Leads, Contracts, Contacts and Cases.

Created custom objects and parent child relationships between them for generating accurate reports and Report types for the management to plan and execute business goals successfully.

Lead Salesforce training and knowledge transfer sessions for less experienced staff.

Trained and mentored in technology marketing, business development and support for the competitive US market.

Developed promotional strategies for the company’s new software products (SAAS), reporting directly to the president.

Supported technology services marketing by gaining Market and Competitive Intelligence.

Worked with cross-functional teams to maintain a smooth flow of deliverables.

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