Business Analyst CRM

Fremont, California, 94587, United States
September 16, 2012   all resumes
Contact Info:

Professional Summary
• About *+ years of professional experience as a Business Consultant with exposure to various domains such as Sales, Marketing, Finance, Banking and Service Management.
• Good understanding of SDLC, Process & Quality Compliance, Project Management and Business Analysis.
• Complete exposure to Order to Remittance/Order to Cash process.
• Good functional knowledge of SAP CRM and
• Effectively coordinated with the Onsite, Offsite and Onshore teams during my projects
• Expertise in Requirement Gathering, Project Scope Management, Planning, Budgeting and Scheduling
• Expertise in performing SQL Data Analysis on massive data feeds for retrieval and validation of data output, coordination of data migration and validation
• Proficient at management of the Project Initiation, Analysis, Planning, Execution, Release and Post Launch phases, defining Project Goals, KPIs, key metrics and Project Process and Compliance Guidelines, driving effective change and efficiency throughout the course of the project
• Experience in interacting directly with Stakeholders, SMEs and end users to gather and translate requirements into detailed project development strategies for effective deployments
• Experience in performing GAP Analysis between AS IS and TO BE workflow models, Cost/Benefit Analysis, Risk Analysis
• Expert in using analysis techniques to uncover client requirements such as creating Use Case Models, Business Process Flows, Workflow Analysis and Unified Modeling Language (UML) Diagrams
• Proficient in designing and developing Business Requirement Documents (BRD), Functional Requirement Documents (FRD) and Requirement Traceability Matrix (RTM)
• Expertise in
• Expertise in creating Test Plans, Test Cases and Test Execution along with QA teams and also conducting User Acceptance Testing (UAT)
• Experience in conducting Walkthrough/Demo Sessions, creating User Guides and Manuals, providing end-user training
• Certified Administrator
• ITIL v3 Foundation Course Certified.
• PM Elite certified (Infosys equivalent to PMP Certification)

Technical Skills
Operating Systems Windows XP/2000 /95 /98/7
Databases MS SQL Server
Testing Tools Rational Functional Tester, Quick Test Pro
Programming/Scripting Language .Net(C#, VB, ASP), HTML, SQL, UML
Project Design MS Visio, Rational Rose, Rational Requisite Pro
Other Tools MS Office Suite, MS Project, Sharepoint, Gliffy

Professional Experience

Infosys Ltd, Fremont, CA
Senior Consultant Sep 2011 - Present

The project involves migration of Infosys Sales Process from the existing SAP CRM system to Salesforce and further streamlining of the process. The new application is developed focusing completely on Sales community and improving their user experience by simplifying the process in order to make sure that the opportunity data is current, correct and complete for better pipeline management.

Another project was to define the Target Account List cycle for Sales Community in the CRM system and develop the Sales Commission Plan. The application allows users to target a few accounts based on the approval of their Managers every quarter and pursue them to convert to customer. Each Sales Manager would then receive Sales commission, based on a well-defined algorithm, for revenues received from the customer.

• Worked with business users to define project scope and business requirement specifications
• Determined and documented the As-Is and the To-Be (future) business process flows using MS Visio and maintained the requirement traceability.
• Performed research on Salesforce to understand its capabilities and map the requirements to it based on standard availability and configuration.
• Was part of the functional team for configuration of requirements.
• Worked as Requirements Project Lead for directing and coordinating with team members offshore in design and development for customization.
• Allocation of tasks to the team, tracking and execution of the project
• Effectively coordinated with the Onsite, Offsite and Onshore teams
• Prepared Screen Mockups and Demo presentations for the application
• Responsible for ensuring successful completion of User Acceptance Testing (UAT) to the complete satisfaction of the clients
• Assisted in Deployment by providing training to end-users and developing Help Manuals and Demos

Infosys Ltd, Chennai/Bangalore, INDIA
Senior Consultant May 2005 to Aug 2011

I have been involved in multiple projects during my tenure in Infosys, key ones being described below:

The project involved the development of an end to end Sales system through SAP CRM to be used by the Sales Community for tracking and managing their Pursuits. I worked on defining and streamlining the complete Sales related process including Deal Pricing, Business Value Articulation, Order Management, Pipeline Management and Financial Reporting.

I was also responsible for implementing important processes like Earnest Money Deposit (EMD) automation, Deal Traceability to overcome scenarios of multiple opportunities for a single proposal, Risk Profiling, SAP Netweaver Identity Management and ARIS (Architecture of Integrated Information Systems).

In order to provide easy access to the system and its records offline with improved performance, a Smart client based Outlook application that can be accessed easily and workable offline was conceptualized. Using this tool Infosys Sales could key in data easily which synchronizes with backend SAP systems. The project involved building of outlook windows forms, a local SQLExpress database to store offline worked data and webservices which could connect to SAP backend.

With Infosys growing rapidly, there was a strong need felt to standardize pricing methodology and also to have control over margin. This was achieved through the implementation of Deal Pricing System. The application helped in doing pricing and profitability analysis. The application handled various kind of deals like consulting, BPO, Fixed Price and Time & Material. The application has tight integration with the internal CRM system. This was multi-year project with phased deployment requiring strong knowledge of Infosys process.

I was also involved in the development of a forecasting tool for Infosys. The tool took inputs from the field at various points in the Quote to Remittance process from CRM System, Project budgeting system and the invoicing system to arrive at pipeline information for every sales person and helped the top management to gain visibility into the revenue pipeline. The tool is used by top management to provide guidance to market every quarter end.

Another project was the development of a web application that serves as a robust ITIL compliant Incident, Problem, Change and Release Management Tool in internet where solutions are provided to the issues raised by Finacle (Banking Solution product by Infosys) clients from all over the world. It incorporated one of the major functional areas of Service Management i.e. Service Support, under ITIL framework, by having a comprehensive workflow in order to deliver 24/7 support on a day-to-day basis to the agreed upon service levels which the customer demands.

• Conceptualization of CRM through Outlook.
• Interacted with multiple Stakeholders, gathering and analyzing requirements
• Liaison between the business line, operations, and the technical areas throughout the project cycle at the delivery level
• Allocation of tasks to the team, tracking and execution and generating various reports to the management on a regular basis
• Prepared As-Is and To-Be process flows after thorough fact-finding with project management team and analysis of business workflows and system requirements
• Prepared Business Specifications, Functional Specifications, and UML diagrams
• Was part of the functional team for configuration of requirements.
• Involved in Documentation of business cases, test cases, system requirements & UAT documentation and liaison with developers in translating business requirements into functional specifications
• Collaborated with QA team to develop the test plan, test scenarios and test cases based on business requirement and technical specification
• Prepared Screen Mockups and Demo presentations for the application
• Responsible for ensuring successful completion of User Acceptance Testing (UAT) to the complete satisfaction of the clients
• Assisted in Deployment by providing training to end-users and developing Help Manuals and Demos

Gujarat Co-operative Milk Marketing Federation (AMUL), Guwahati, INDIA
Management Trainee May 2004 to Nov 2004

The projects involved Media Planning for a consumer product in the entire North Eastern Part of India involving 7 states and a Brand Study for one of their Health Beverages. The results and recommendations were appreciated and implemented.

Master of Business Management, Indian Institute of Technology (IIT) - Kharagpur, India CGPA-7.97
Bachelor of Engineering (Electronics and Communication) Madras University, India CGPA- 7.4