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Salesforce and BA experience

Toronto, Ontario, Canada
May 05, 2019

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Mala Choupan




Salesforce Integrations

Business Analysis

Application Support

Project Management

Testing & QA activities

Team work, training & collaboration

Software & Competencies

Salesforce (Classic and Lightning)

Pardot, CPQ, GainSight, Jitterbit

Microsoft Office Suite, MS Dynamic

Software Development Life Cycle

MS Project & Visio

CaseWare/CaseView/CCH Taxprep


B.Sc. - Math, Statistics, Computer Science

Bangalore University

Business Analysis Certification

University of Toronto (ongoing)


Salesforce Administrator

BlueCat Networks, Toronto 12/2018 - Present

•Collaborates with multiple departments for requirements gathering, scoping and development of new feature requests or projects related to Salesforce platform

•Working on Salesforce integration with DiscoverOrg

•Supports and maintains Salesforce integration with NetSuite using Jitterbit

•Working on Salesforce/GainSight integration project, user support and maintenance

•Works with Marketing on Pardot integration issues and enhancement

•Used App Builder to develop a New Hire Form for company managers

•Worked on creating a processes in Salesforce for Channel team to enhance communication between sales reps and partners

•Working with Sales department on Lightning enhancement and move to Sales Console

•Works with Sales Ops to optimize Salesforce CPQ

•Works with Professional Services team to support and improve Financial Force

•Working on a project with Customer Care and vendor for Service Cloud code cleanup/refactor and move to Lightning

•Data & system audits, building workflows, validation rules & process builders, supporting SFDC-related helpdesk tickets as part of ongoing business needs, support and maintenance

Salesforce Business Analyst

Cambridge Global Payments, Toronto 02/2018 – 11/2018

Supported multiple business units with salesforce initiatives, maintenance, processes and technical aspects to drive enhanced performance

Administered and managed user licenses, access, profiles and roles hierarchy

Developed and delivered both sales and non-sales focused analytics dashboards and interactive reports and dashboards

Authored and communicated salesforce articles and process documentation

Supported business post-deployment to identify issues/risks and create appropriate mitigation/action plans

Introduced new analysis, reporting formats which provide insights to different areas of the business.

Worked with Business Intelligence team to ensure data quality and to consolidate any discrepancies and integration issues

Business Analyst/Administrator

Ricoh Canada Inc., Toronto 04/2014 – 02/2018

Elicits requirements using requirements gathering techniques such as interviews, user stories, workshops, process analysis, observation and workflow analysis (stakeholders from cross departmental units such as sales, marketing, supply chain, finance, leasing, Admin)

Participates in project meetings at planning, design, execution and monitoring stages

Contributes reviews and provides feedback to business requirement documents (BRD) on various projects such lease credit application, Trade-up, CPQ, etc.

Responsible for creating use case, functional decomposition, process flow and data flow diagrams as well as entity relationship diagram (ERD)

Generates detailed process maps for Sales, Marketing, and Business workflows

Oversees data integrity within the CRM tool to ensure data accuracy in key fields such as products, accounts, contacts and opportunities and escalates data integrity concerns to CRM Manager

Works with IT & ERP team to manage project implementation and back-end integration

Plans, executes and monitors testing and all related QA activities

Sets up and maintains Products and Bundles within CPQ (Configure Price Quote) tool

Provides 2nd level CRM functional/technical support for end users and CRM Support Analysts

Import & export of data to and from Salesforce as required by business

Team Lead, Business Analysis & Applications

Crowe Soberman LLP, Toronto 04/2011 – 04/2014

Provides technical and functional end-user support in CaseWare, TaxPrep, Doc.It & MS Office

Works as technical lead with external consultants in order to resolve complex issues

Liaises between end-users, IT and QC to bridge functional, technical and quality issues between different business unit; documents inefficiencies and gaps in the process and suggests solutions if needed

Functioned as business analyst on a project to build a document management system for tax department

Participates in initiatives in IT and QC departments to analyze business process, track projects, gather user requirements, participate in change management, communicate with users, prepare demos, conduct testing before Go Live, assist with implementation, training and ongoing end-user support

Collaborates with Quality Control to design, create and update accounting templates in CaseView according to changes in professional standards or internal processes

Monitors security and integrity of client databases to ensure compliance with standards

Conducts and plans functional testing on new software or upgrades

Prepares training materials, presentations and other documentations as needed

Trains existing or new employees on software and workflows

Collaborates with HR to conduct interviews to evaluate candidates’ technical abilities

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