Sales Management
Resume:
NIKITA AGARAWAL
CRM Business Analyst
Telephone: 804-***-****
E-mail: ******.****@*****.***
Summary
. Around 7 years of experience as a Business Analyst dealing with
versatile business solutions in domains like Healthcare, Insurance and
Telecom.
. 4 years of experience as Salesforce Business Analyst in Business
Requirements Analysis, Requirement Gathering and Gap Analysis.
. Experience with full Business Requirement Gathering, Gap Analysis,
Business Process Management Life Cycle and Software Development
Lifecycles (SDLC) utilizing the Rational Unified Process (RUP) and
Iterative Method.
. Expertise in diverse facets of business analysis, including
Requirement gathering, Business Process Modeling, Mock-ups, Process
Management, Change Management, and Application Development & Release
Management.
. Strong Requirements gathering experience using JAD Sessions &
Conducting User Interviews, and preparing functional documents like
Software Requirements Specifications (SRS).
. Experience in creating test cases from Use Cases such as Application
Use Case, Business Use case
. Experience using MS Visio, MS SharePoint, Rational Unified Process
(RUP), and Advanced MS Excel.
. Experience with Requirement Traceability Matrix (RTM), System Life
Cycle (SLC).
. Defined Test Cases, reviewing and maintaining Test scripts, analyzing
bugs, interaction with team members in fixing errors and User
Acceptance Testing (UAT).
. Expert in using MS Visio to create UML diagrams: Activity, Process,
Sequence, Use Cases.
. Responsible for developing point of cocepts using Balsamiq Mock up
tool.
. Manage the complete channel with real time, customizable reports and
dashboards with the help of PRM.
. Knowledge of Agile Technology, writing user stories and Sprint
planning for Scrum.
. Used Salesforce PRM to tract and register every lead and dealing in
providing up to date information to the partners.
. Experience in Salesforce on demand Partner Relationship management
(PRM).
. Developed process enhancements through automations including Workflow,
Approval Processes, and Escalation Rules.
. Provided customer with serviceMax to control and monitor field
service activities to increase revenues, control cost, and turn
post-sales service into a competitive advantage.
Business Skills
. Requirements Gathering.
. Business Definition Requirements.
. Business Processes research, analysis & documentation.
. Use Case Modeling & Analysis.
. Functional & Nonfunctional Requirements gathering.
. Gap Analysis and Risk Mitigation.
. Experience in different relational databases, designing and generating
report.
. Experience in efficiently managing and leading a team
Technical Skills
Project Management Tool MS Project
Business Modeling MS Visio
Business Management Tools Six Sigma, Process improvement
Defect Tracking Tool Mercury Quality Center 9.2, JIRA.
Requirement Management Tools Rational Requisite Pro
Salesforce.com Workflows and Approvals, Email Templates,
Formulas, Validation Rules, AppExchange,
Eclipse, Salesforce.com.
Databases Oracle 10g/9i, My SQL
Methodologies Agile, Scrum.
Operating Systems Windows 2003/XP/2000/NT/98/95, MS-DOS,
Linux.
CRM Siebel 8.0/7.8/7.7, Siebel Client
Applications, Siebel Tools, Configuration
Siebel Modules /Verticals Siebel Finance, Siebel eCommunication,
Siebel eClinical, Siebel Call Center,
Siebel ePharma
Experience
Celgene Corporation, San Diego, CA,
May'12- Till date
Role: Salesforce Developer/Business Analyst
Responsibilities:
. Involved in Analysis, design, development and implementation of
salesforce.com applications.
. Worked with Biz to obtain requirements thereby designed, implemented,
unit tested, maintained, and troubleshoot the application.
. Having a good techno-functional knowledge on different products used by
Client.
. Strong experience with Portal.
. Gaining complete channel visibility with the help of PRM, like Channel
Deals, Channel pipeline, Direct and indirect sales, win and close rates.
. Supporting BAT and UAT with testers.
. Coordinated with vendors and legacy application team for integrating data
flow with Salesforce as centralized system.
. Give partners an easy way to register and Track every Lead and with the
help of CRM.
. Integrated with legacy system using REST API to maintain Synchronization.
. Designed and Developed retriggering rules and mechanism for data and
transient errors.
. Built custom sharing rules and role hierarchies for 6000+ user base.
. Worked with Production support team and fixed the issues on On-Demand
basis.
. Helping the client with Fund Management issues, Channel Budget
Management, Partner visibility with the help of PRM.
. Developed complex functionalities using APEX, VF and Javascript where
appropriate.
. Used Data loader to make bulk upload of client data.
. Prototyped the current system with requirement and presented mock up it
with Proof of concept Design.
. Developed custom search functionality for accounts and contacts using
SOSL
. Enabled and used API only user for performing regular updates from legacy
system using REST API.
. Designed and developed Ticketing application to handle production support
incidents and bugs.
. Developed triggers for complex workflow rules working around the governor
limits.
. Developed custom edit and detail page for accounts due to complex
business requirements (immediately after making updates, legacy system
window had to open respecting SSO).
. Created multiple record types based on the category of clients.
. Based on the business requirements, created multiple custom objects and
fields (created lookup fields to maintain relationship between objects).
. Used serviceMax to provide perfect service delivery process, drive
revenue growth to the customers.
Environment:
Saleforce.com platform, Apex, Visualforce, Data Loader, HTML, Java Script,
Workflow & Approvals, Custom Objects, Custom Tabs, Email Services, Security
Controls, Sandboxes(Developer sandbox, Configuration only, Full sandbox)
Eclipse IDE Plug-in, Windows XP.
Novell, Chicago, IL May'11-Apr'12
Role: Salesforce Developer/Administrator/Analyst
Responsibilities:
. Managed team to implement the documented requirements and reports,
assisting in all configuration activities.
. Worked closely with Business Users and requirements gathering, analyzing
the requirements, documenting the functional and non-functional
requirements.
. Responsible for integration and development project plans and designs for
various releases like SIT, BAT, UAT and production Sandbox (environment).
. Performed one time data migration to get Accounts and Contacts data into
salesforce.com.
. Coordinated work assignments with developers and Administrators
throughout the product development life cycle.
. Designed and developed workflow rules, validation rules, and
customizations within SalesForce.com.
. Developed Apex classes, Visualforce components and extensions.
. Created various Reports (summary reports, matrix reports, pie charts,
dashboards) to assist managers to better utilize Salesforce as a sales
tool.
. Created templates, approval processes, approval page layouts and defined
approval actions on them to automate the processes.
. Extracted the Salesforce CRM information into BI Data Warehouse using
Force.comAPI/Informatica on Demand to provide integration with oracle
financial information to perform advanced reporting and analysis.
. Integrated the web services by generating the necessary stubs from the
WSDL files for extracting the data from external systems to display in
the pages of salesforce.com
. Email to case functionality to helps customers get fast answers to
questions and to receive automatic notifications when content of
interest is created or updated. This feature ensured that the
employees always received up-to-date information.
. Build applications using the Eclipse IDE.
. Used SOQL & SOSL for data manipulation needs of the application using
platform database objects.
. Participate in design meetings and contribute to technical approach.
. Implemented search, filtering, and tagging features to make it easier for
sales to locate relevant marketing content and documents in
SalesForce.com CRM Content.
. Created users, roles, public groups and implemented role hierarchies,
sharing rules and record level permissions to provide shared access among
different users.
. Used the sandbox for testing to ensure minimum code coverage for the
application to be migrated to production.
. Performed the roles of Salesforce.com Analyst/ Developer and
Administrator in the organization.
. Customized information on accounts, contacts, and opportunities and
tracked related tasks and activities.
Environment:
Saleforce.com platform, Apex, Visualforce, Salesforce.com Data Loader,
Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services,
Security Controls, HTML, Java Script, Java, Web Services, WSDL, Sandbox,
Eclipse IDE Plug-in.
DIRECT TV, Los Angeles, Apr'10-
Mar'11
Role: SFDC Business Analyst
Responsibilities:
. Worked jointly with Business Analysts in gathering requirements and
implementing new functionalities and reports for scholastic.com
. Communicated with accountants, product managers and I/T staff
regarding data requirements and business requirements involving new
reports or applications.
. Maintained and provided support for existing tools and applications
used in the analyses of information
. Worked with administrators to extract data as requested, performed
analysis with the sales and marketing team to understand the company
and sales growth
. Interfaced regularly with the senior management to produce timely &
valuable results
. Documented detailed user needs and program functions
. Developed Program Plan against Agile principles, for multiple
simultaneous projects.
. Analyzed the business requirements, business logics and rules and
translated them to use cases.
. Developed business models, designed the transactions, data flow and
use case diagrams for website enhancements using Storyboarding.
. Reviewed the change requests and new requirements, ensure the business
documents are updated.
. Reviewed test plan and developed test scenarios to ensure that the
business scenarios are covered
. Participated in Joint application development (JAD) sessions
. Added alarm system to the dashboard to indicate the failures on the
website
. Extensively worked with MS Office, MS Visio and MS Project for
documentation; Assist with coordination, planning and scheduling
during the project development and implementation phases
. Analyzed performance reports, point out the problem areas and
troubleshoot the issues.
. Coordinated with Administrators, Business Analysts, Subject Matter
Experts and QA Team.
Environment:
Saleforce.com platform, Apex, Visualforce, Data Loader, HTML, Java
Script, Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email
Services, Security Controls, Eclipse IDE Plug-in, Windows XP.
WellCare,Tampa,FL
Feb'09- Mar'10
Role: Salesforce Business Analyst/Developer
Responsibilities:
. Involved in Salesforce.com Application Setup activities and customized
the apps to match the functional needs of the organization.
. Interacted with various business team members (JAD Sessions) to gather
the requirements and documented the requirements.
. Implemented the requirements on Salesforce.com platform and Force.com IDE
Plug-in using Eclipse.
. Worked with various salesforce.com objects like Accounts, Contacts,
Leads, Campaigns, Reports, Dashboards
. Developed various Custom Objects, Tabs, Components and Visualforce Pages.
. Made Bulk uploads and batch apex using cast Iron.
. Developed and configured various Custom Reports and Report Folders for
different user profiles based on the need in the organization.
. Worked with Biz to obtain requirements thereby designed, implemented,
unit tested, maintained, and troubleshoot the application.
. Having a good techno-functional knowledge on different products used by
Client.
. Strong experience with Partner Portal.
. An end-to-end exposure on force.com business cloud applications Analysis
and development.
. Supporting BAT and UAT with testers.
. Developed Custom Objects, Custom Reports and configured the Analytic
Snapshots to dump the data on regular basis for the sales performance and
lead generation statistics.
. Created and deployed Several Reports using salesforce.com platform.
. Developed Apex Classes, Controller Classes and Apex Triggers for various
functional needs in the application.
. Developed and deployed workflows wherever necessary.
. Integrated the web services by generating the necessary stubs from the
WSDL files for extracting the data from the home grown applications by
using the home grown web services.
. Performed the roles of Salesforce.com Analyst/ Developer and
Administrator in the organization.
. Used the sandbox for testing and migrated the code to the deployment
instance after testing.
. Interacted with the Salesforce.com premium tech support team on a regular
basis.
Environment:
Saleforce.com platform, Apex, Visualforce, Data Loader, HTML, Java Script,
Workflow & Approvals, Reports, Custom Objects, Custom Tabs, Email Services,
Security Controls, Eclipse IDE Plug-in, Windows XP.
Department of Health, Boston MA.
May' 07 - Jan' 09
Role: Business Analyst/Support Specialist
Responsibilities:
. Responsible for requirement gathering from the business, both one on
one and through meetings
. Created complete As-is and To-be business process flow
. Provided the business with PowerPoint presentations and working Mock-
ups using dynamic Visio for the new reports, to give a better picture
of the project scope
. Developed the business case for workflow management
. Focused on Six sigma methods to optimize the service delivery
functions.
. Documented the business requirements for various modules
. Prepared the Business Requirement Document (BRD) for 4 new projects
. Streamlined business processes to comply with the business rules.
. As an eCRM Business User Support team Specialist, oversaw and
administered the integrated application and provide timely email and
phone-based support for 12000 users globally.
. Provide project support, including testing of new releases,
interfaces, and system changes
. Provide user administration for Siebel, including setup and
maintenance of user accounts
. Created UML diagrams including Use Case Diagrams and Activity Diagrams
. Experience with enterprise databases, including basic SQL queries and
usage
. Troubleshooting of interface issues between CRM and downstream systems
. Provide and coordinate user training using net meeting and web meeting
. Rigorously track and follow-up on user issues and system bugs.
. Manage user communications around system issues.
. Open, monitor, and escalate system issues to Dev team
. Involved in handling Change Requests and its management.
. Train Tier1 support team on upcoming features
. Worked on training documentation that will be made available to user
community.
. Supported Release efforts for Production and Production Clone
environments for both OLTP and OLAP.
Visual Soft, India
Apr '06-Mar '07
Role: Software Engineer
Responsibilities:
. Translated end user specifications into functional and technical
design documentations
. Prepared accurate and detailed requirement specifications documents,
user interface guides, and functional specification documents.
. Generate daily/weekly/monthly reports using Excel's lookups and pivot
tables
. Ensured documentation is accurate and meets standards for quality,
coverage, format, and style
. Worked closely with Developers, System Engineers, and Project Managers
to translate functional designs into technical design documents.
. Involved active interaction with network and development teams -
business and technology teams
. Managed any change requests related to the working project plans daily
to meet the agreed deadlines.
. Mapped Supply Chain Business Processes and liaised with consultants
and users to ensure proper mapping and Seamless Interfacing.
. Assisted Developers in Data Modeling using Entity Relationship
Diagrams (ERD)
. Used SQL queries to create/modify/delete data.
. Delivered system Use Cases for services and user interfaces
. Interacted with Technical Teams to prioritize Bugs and identify Design
and Development Errors
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