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Business Analyst

Scarborough, ON, Canada
October 29, 2018

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Sathya K J

Apt. #***, ** Trudelle Street, Scarborough, Ontario M1J 1Z3


CRM Consultant with 6 years of professional work experience in IT in the areas of Application Design, requirement gathering, GAP analysis and functional documentation. Project Management experience in Agile and Waterfall methodologies for banking and financial services, retail management and airline services industries.


Bachelors in Engineering, Information Technology 2007- 2011

Visvesvaraya College of Engineering, Bangalore University

Masters of Business Administration, M.B.A Marketing 2013- 2015

Manipal University Dubai, Dubai

Software Skills


Certified by


Salesforce Administrator (Expert) – License 19173023



Siebel Core Consultant (Expert)

Oracle Corp. India


Oracle Fusion Boot Camp (Expert)

Oracle Corp. India


MS CRM Dynamics (Medium)



OBIEE Training (Medium)



Professional Experience

ITC InfoTech India Limited, Bangalore, INDIA

Business Analyst (Salesforce) October 2016 - September 2018

Draft and maintain business requirements and align them with functional and technical requirements.

Interaction with the Business Users in various Workshops to obtain relevant information and designing as per their functionality.

Assists with ongoing system administration including security, profiles, workflow rules, custom objects and custom fields.

Created validation rules, custom Formulas as per the business requirements.

Troubleshoot common user access and visibility issues on regular basis.

Developed Custom Report Types, Custom Reports (Lead Generation, Campaign) and Dashboards to meet the reporting needs of the business.

Created user account and assigned Profiles as per their role in role hierarchy.

Defined new Permission set for the community users Org wide defaults to restrict access from users.

Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into Salesforce, checking for the correctness of the data.

Created Workflow Rules to automate various actions such as field update, Email Alerts, Tasks and Time Dependent actions.

Maintained various email templates for use in Workflows, Auto Assignment Rules, and Auto Response Rules as part of Leads Management.

Implemented approval process and workflow automation for website leads that flows into Salesforce through web-to-leads.

Emirates National Bank of Dubai, DUBAI

On Contract with Atribs Metscon - Dubai

Consultant Siebel CRM March 2014 – July 2016

Key team player in providing Siebel support for production environment on a daily basis for Siebel application defects, Siebel Configuration and perform the team code reviews before solution deployment to production environments.

Extensively involved during initial business meetings, requirements gathering, design, and implementation phase of Siebel Marketing module.

In-depth analysis to ensure multiple applications and processes running and supporting systems simultaneously to work effectively and produce expected results in Siebel.

Involved in studying and understanding the system (Lead management, service request module, customer 360 Enhancements, Call Centre Solution) and mapping the requirements onto Siebel.

Involved in the User Acceptance phase and Post implementation support and single point of contact with client in project for carrying out the requirements and changes.

Produced Campaign execution reports based on business requirements on a monthly basis.

Designed, Created and Deployed Workflow Processes for automation of Campaign and Lead Management.

Worked on Siebel Assignment Manager (Assignment Rules) that helped to route Leads to different Sales users based on various Lead attributes.

Facilitate monthly meetings and explore potential solutions for problem and incident management and rollout plan for Business users, also assisting the project delivery team with Change Request releases.

Assisting business users with User Management activities which involves setting up new users and access privileges.

ITC InfoTech India Limited, Bangalore, INDIA

Associate IT Consultant - July 2011 – September 2013

Worked on WestJet’s (Canadian Airline) Siebel Loyalty and Siebel Marketing to meet their business requirements which involved multilingual implementation, various integration touch points like Sabre (External Reservation System), Member Portal and Employee application.

Key team player involved in developing an in-house Loyalty accelerator initiative to develop various POCs (Proof of Concept) and plug and play product in Loyalty to reduce the time period of a project implementation and thereby reducing the cost of implementation.

Created readymade industry specific promotions and program setup which could be further deployed within very short timelines.

Setting up Siebel loyalty and creating various promotions from different domains like Airline (Frequent Flyer Program), Retail and Hospitality.

Identifying end to end process flow and creating sample process for various client demonstrations.

Worked on a Voucher Management that manages the generation of retail vouchers in Siebel.

Experience in Marketing End-to-End flow that involves customized email Templates, Campaign-Offer-Treatment setup and Response Management from multiple channels.

Identifying the most profitable customer segments through analytics and launched various single, multistage and event based campaigns.

Track Campaigns, feedback and Complaints through Multiple channels including Email, SMS, Digital, Social, Mobile Application, Websites, etc. in Siebel Marketing.

Enabling the effective end-to-end approval process for various entities such as Activities, transactions, Tiers having Centralized location to perform approval activities for all requests


Can be provided on request.


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