Salesforce Business Analyst

GODWIN JAMES IKPE

Sr. Business Analyst

PROFESSIONAL SUMMARY:

Over 8 Years of IT experience as a BusinessSystems Analystin the Finance, Insurance & Health

Care domains with around 4 years of experience in the Salesforce.com CRM’s platform in the area

of system analysis, design, development, implementation, and administration of Salesforce.com

cloud computing applications.

Experienced in all phases of Software Development Life Cycle (SDLC), quality management

systems and project life cycle processes.

Expertise in gathering business and technical requirements utilizing a variety of software tools like

Use Cases and Rational Suite like Rational Clear Quest, Requisite Pro and Clear Case.

Proficient in Gap Analysis with expertise in ‘AS-IS’ to ‘TO-BE’ modeling

Highly proficient in preparing Business Requirement documents (BRD), Functional Requirement

Documents (FRD), User Requirement Document (URD).

Developed /maintained all project communication deliverables including roadmap, planning list,

change request, timeline, budget, scope and requirements.

Created and published regularly scheduled and/or ad hoc reports as needed. Documented reporting

requirements, process and validate data components as required.

Excellent communication skills when working with developers, project managers, subject-matter

experts, stakeholders, system implementers, and application end-users.

Strong expertize in translating business requirements into visual artifacts using UML notations

Proficiency in UI mockups and wireframes creation.

Extensive experience in conducting (JAD) sessions with various user groups.

Strong experience in Business Intelligence, Business Analytics & Data Warehousing concepts

Experienced in Testing process, ability to developed functional test plans, test scenarios, test cases,

test scripts, coordination, escalation, prioritizing the bugs and user acceptance testing.

Excellent team player, self-motivated, quick learner with good communication skills and trouble-

shooting capabilities.

Expertise in Salesforce configurations, customizations and troubleshooting capabilities.

Experience in Salesforce setup functions for new users, roles, profiles, and security controls,

permission settings and data access across fields, objects and at record levels.

Proficiency in Salesforce Automations, Chatter, Sales Cloud & Service Cloud Implementations.

Sound knowledge and proficiency in Customer and Channel/Partner Portals utilization.

Strong knowledge and experience with Computer Telephony Integration

Experienced customizing standard objects like Accounts, Contacts, opportunities, books, Cases,

Leads, Campaigns, Reports and Dashboards, Solutions, Ideas, etc

Extensive experience in designing of custom objects, custom fields, page layouts, Workflow Alerts

and Actions,Validation Rules, Approval Processes, custom Tabs, custom reports, report folders,

Highly experienced in Service Console utilization

Ability to write complex SOQL, queries across multiple objects within the SFDC database

Good experience with Data Loader, and Apex Explorer

Excellent team player, quick learner with good communication skills and trouble-shooting

capabilities.

EDUCATION

Master of Business Administration (Financial Management)

BUSINESS/TECHNICAL SKILLS

Salesforce CRM tools, Apex Explorer, Import Wizard, Data loader, SOQL, SOSL, Workflow & Approvals,

Analytic Snapshots, Waterfall, Agile, RUP, UML Diagrams, MS Visio, MS SQL, DB2, MS Project, MS Access,

Google Analytics, Lean Operations and Six Sigma methodologies, Entity Relationship Diagram,Erwin Data

Modeler,Crystal, Brio, Rational Rose, Rational Requisite Pro, Rational Modeler, Rational Clear Case,

Oracle,TOAD, Informatica.

PROFESSIONAL EXPERIENCE

WellCare Health Plans Inc, Tampa, FL

July 2012 – Recent

Snr Salesforce Business Systems Analyst

WellCare, a health service provider offers a portfolio of managed care services to qualified individuals with a

focus on government-sponsored health care programs within the Medicaid and Medicare spectrum.

WellCare utilizes Salesforce as a core CRM tool to support their Sales & Marketing operations and

Providers Relationship Management. The project involves bundles of enhancement projects to the Sales

Cloud module triggered by changing business rules, regulatory compliance, and the drive towards improved

Leads generation and tracking. Instances of the enhancements include the configuration of the Event

management object to comply with new reporting guidelines according to regulatory requirements by Center

for Medicare & Medicaid Services; automation of a process to activate and deactivate Campaigns in order to

track responses to Campaign advertorials as part of a Campaign Management initiative; and automation of a

process that will upload Provider Trainings metrics from the web portal to Salesforce instance for efficient

tracking and reporting.

Responsibilities:

Interacted with various business user groups, SMEs for gathering requirements for Salesforce

implementation, developed and documented the Business and Software Requirements.

Developed Business requirement Document, Need Analysis, Functional Specification and User

Requirement Documents.

Created Use Cases, Use Case Scenarios, and Use Case Specifications

Liaised between the project management team, developers, system designers and architects and

business in crafting of the solutions to meet business challenges.

Acted as a primary point of contact for Salesforce users on the IT team on Salesforce

usage/adoption concerns.

Lead and develop strategy for enhancing systems to meet business needs, and mapped client

business process and requirements onto the capabilities of Salesforce.com and the Force.com

platform.

Worked with various functions and end users to identify, document, and communicate standard

business processes.

Identified process flaws in the current system and recommended business process automation in the

new system after analyzing and documenting AS-IS system and TO-BE system.

Participated in cross-functional teams to address strategic and operational issues involving CRM and

Salesforce instance

Implemented break fixes, business enhancements support, feasibility requests and administrative

needs to Salesforce application users.

Maintained system metrics and logs to track trends in usage & adoption, data quality & integrity, and

application failures.

Identified Salesforce usage problems and crafted technical / communication plans for remedial

initiatives.

Administered Salesforce setup functions for new users, roles, profiles, enforced security controls,

permission settings and data access across fields, objects and at record levels, and maintained

overall Salesforce configurations.

Worked with the development team to configure Accounts, Contact, Leads, Opportunities, Contracts,

Campaigns and other custom objects.

Assisted in the creation of various Reports (summary reports, matrix reports, pie charts, and

graphics) and Report Folders to assist managers to better utilize Salesforce as a sales tool and

configured various Reports for different user profiles.

Created dashboards to track Key Performance Indices and other metrics for real time information.

Worked with the development team design to and deploy Custom objects, Entity-Relationship data

model, validation rules on the objects and tabs, Page layouts, Custom tabs, Components, lookup

and master-detail relationships on the objects and created junction objects to establish connectivity

among objects.

Utilized SOQL to query and search for business data.

Collaborated with the QA team in reviewing and validating test plans and test cases, and ensured

that the application meets user requirements.

Tools and Technology:Saleforce.com platform, Saledforce.com Data Loader, Workflow & Approvals,

Reports, SOQL, SOSL, Custom Objects, Custom Tabs, Email Services, Security Controls, HTML, Windows

XP, UML, Visio, Oracle CRM 12 suite.

BarclaysCard US, Wilmington, DE

May 2011 – June 2012

Salesforce Business Analyst

BarclaysCard US is a member of the Barclays Group, which is also a leading provider of financial services.

BarclaysCard US anchors the credit card products and services business segment. The project was to

implement a CRM tool, Sales & Service Cloud instances that will enable it streamline operations, and

improve its business processes and overall efficiency amongst its clients and partners. The company

sought a CRM solution that was easily deployable with the desired scalability, flexibility and adaptations to

changing business needs with added value to organization wide productivity. The project involved migration

of customer data from different sources to Salesforce CRM to offer a unified repository of customer data for

effective operations and reporting. The project also involved the deployment of business intelligence

initiatives through implementation of Salesforce Chatter to capture, track and share organization wide

knowledge on key records to improve performance.

Responsibilities:

Interacted with various business user groups for gathering requirements for Salesforce

implementation and documented the Business and Software Requirements.

Participated in meetings and JAD sessions with the business, developers and other stake holders

and took down the meeting minutes.

Developed needs analysis document, User Requirement Specification and functional requirement

specification documents.

Developed process flow diagrams to capture and define organization business processes

Mapped organization business process to Salesforce functionality

Carried out data mapping from source repositories to Salesforce application

Designed Use Case Diagrams and Use Case Specification documents based on requirements

gathered.

Derived Functional Requirement Specifications (FRS) based on User Requirements Specification.

Utilized MS Office Suite including Word, Excel, Access and PowerPoint for analysis, presentation

and documentation.

Perform detailed analysis of business and technical requirements and worked with the development

team to design the solution by customizing various standard objects.

Involved in the implementation of Salesforce Chatter by designing a central platform for information

sharing and tracking updates on objects and records by Salesforce users.

Involved in Implementation and Design of Accounts, Contacts, Leads, Campaigns, Cases, and other

custom objects.

Worked with the development team to designed page layouts, search layouts to organize fields,

custom links, related lists, and other components on a record detail and edit pages.

Worked with development team to create workflow rules and defined related tasks, time triggered

tasks, email alerts, field updates to implement business logic and business rules.

Assisted the development team in creating templates, approval processes, approval page layouts

and defined approval actions on them to automate the processes.

Assist in the creation of various Reports (summary reports, matrix reports, pie charts, dashboards

and graphics) and Report Folders to assist managers to better utilize Salesforce as a sales tool and

configured various Reports for different user profiles.

Assisted in maintaining security and enforce sharing rules and access settings.

Provided post-implementation support to assist end users in creating reports, dashboards and

certain Administration tasks including creating and maintaining user profiles and privileges.

Collaborated with the QA team in reviewing and validating test plans and test cases, ensuring that

the final application catered to the user requirements.

Developed a user acceptance test plan and test case scenarios to guide a select group of key end-

users in testing the user interface and functionality of the application.

Tools and Technology:Saleforce.com platform, Apex Language, Visual Force (Pages, Component &

Controllers), Pages, Data Loader, HTML, Workflow & Approvals, Reports, Custom Objects, Custom Tabs,

Email Services, Security Controls, Sandbox data loading, Windows XP, UML, Visio,Oracle CRM 12 suite.

Cuna Mutual Insurance Group, Madison, WI

August 2009- April 2011

Business Analyst Salesforce.com

Cuna Mutual Group is a mutual insurance company that provides a variety of insurance, investment and

financial products and services to co-operative organizations, credit unions, their members, and other

customers as well. The project was to implement a centralized CRM solution to improve efficiency of its

operations. Lead replications resulted in uncoordinated lead prospecting, poor tracking, lack of

accountability and disconnections in capturing institutional knowledge. Customer support processes through

Cases management and Service Cloud Console Instanceswere also implemented, and Salesforce Chatter

was also implemented as one of the modules to capture and track organization wide knowledge as part of

the business intelligence initiatives.The overall project goal was to install a CRM tool that offers the desired

flexibility for the efficient management of its clientele relationship across its diversified business segments.

Responsibilities:

Interacted with various business user groups for gathering the requirements for Salesforce

implementation and documented the Business and Software Requirements.

Followed a structured approach to organize requirements into logical groupings based on business

process, business rules, information needs and insured that critical requirements were captured.

Developed work flow diagrams to capture key business processes for the various business

segments.

Carried business process mapping, and mapped organization processes and workflows to

Salesforce initiatives.

Derived Functional Requirement Specifications (FRS) based on User Requirements Specification

Developed Use Cases and use case diagrams using UML and MS Visio for BRD documentation,

documented scenarios that enabled developers and other stakeholders to understand the business

processes.

Prepared data mapping documentation, for successful data migration to Salesforce instance.

Conducted data migration to Salesforce utilizing appropriate middleware data loader resources.

Prepared and presented project deliverables to the appropriate management for project review

throughout the development life cycle.

Used MS Office Suite including Word, Excel, Access and PowerPoint for analysis, presentation and

documentation.

Performed risk analysis of the requirements to identify the key business risk areas for the project and

prioritized the application development and testing.

Assisted in set up functions for new users and user roles, and set up security and access settings.

Assisted in the configuration of various salesforce.com standard objects like Accounts, Contacts,

Contracts, Cases, Leads, Campaigns, Reports and Dashboards.

Implemented Lead management, Account management, Contact management and Workflow

process automations.

Assist in implementation of Salesforce Chatter based on business rules and established posting

guidelines for organization wide information and knowledge sharing.

Assisted in the Implementation of case management automation (on Case Object) to track and solve

customer’s issues.

Used the Force.com explorer run SOQL queries.

Worked with the development team design to and deploy Custom objects, Entity-Relationship data

model, validation rules on the objects, Page layouts, tabs etc.

Configured various Reports and Report Folders for different user profiles based on the need in the

organization.

Created dashboards to track Key Performance Indices and other metrics for real time information.

Worked with developers to develop Custom Objects, Custom Reports and configured the Analytic

Snapshots to dump the data on regular basis for the sales performance and lead generation

statistics.

Participated in the training sessions provided by the Salesforce support team.

Tools and Technology:Saleforce.com platform, Apex Language, Visual Force (Pages, Component &

Controllers), Saledforce.com Data Loader, Workflow & Approvals, Reports, Custom Objects, Custom Tabs,

Email Services, Security Controls, HTML, Windows XP, UML, Visio, Oracle CRM 12 suite.

Beacon Hill Solutions, New York, NY

January 2008 – June 2009

Business Analyst/Quality Analyst

Being a recognized software development and service provider for the financial services industry, as well as

Media, Technology, Entertainment, Health Care and Government Agencies, Beacon Hill provides tools and

support services for both institutional and retail brokerage firms, and has created technology innovations that

are considered to be of industry standards today. The project was undertaken to provide enhancement and

upgrades to existing cross asset electronic trading platform. Other upgrades included new list trading

functionality and order types, expanded equities derivatives like options, futures capability, new forex

functionalities and customizable data and display.

Responsibilities:

Evaluated the amount of efforts and resources needed to design, implement and test the application.

Gathered and documented the business and functional requirements from various teams and

stakeholders.

Extensively involved in moderating JAD sessions with different business units and application

development team.

Used UML methodology and diagrams in designing and presenting the workflow of the system to

business users and developers

Used MS Visio for designing flow-charts and process models of the application

Drafted use cases in Word/Rational Requisite Pro utilizing Rational Unified Process (RUP)

framework.

Conducted Gap analysis to understand new business model and additional functionalities to be

incorporated into the new application.

Acted as a liaison between the development, testing and management group.

Collaborated with the technical team to create technical specifications.

Worked with the technical developers to ensure deployed functions have efficient and familiar

design/functionality.

Developed both QA and UAT test cases and test scripts for both external and internal agents.

Performed QA Testing. Documented and discussed QA test results with Developers and business

units.

Assisted with developing strategies to solve complex problems in the systems development lifecycle.

Contributed throughout the entire SDLC process.

Partner with leads, release managers to obtain clear, concise and accurate project status in a timely

fashion.

Lead the team meetings on status updates, issue resolution, client meetings, Track bug report, and

postfix analysis.

Communicated the project plan tasks, accomplishments and status to Project Management on a

weekly basis.

Executed SQL Queries.

Tools and Technology:Unified Modeling Language (UML), Rational Requisite Pro, Rational Rose, MS

Office, MS Visio, MS Project, MS SQL, HTML

Putnam Investment Management, Boston, MA

October 2006 – December 2007

Business Analyst/Data Analyst

Putnam Investment Management provides investment advisory services to individuals, corporate, institutions

and non-profit organizations in the area of endowments, retirement plans, wealth management, portfolio

management and related financial services. The project was to create a Web based portfolio and asset

management system for customers to access their accounts, update market information, and evaluate their

investments. The project was to interact with fixed income business leaders to finalize the business

requirements for the application of bond search/quote center, a module that provides customers with lists of

bonds based on Yield To Maturity, time duration, prices and calculation of interest earned.

Responsibilities:

Involved in gathering and synthesizing business requirements and translated them into functional

and non-functional requirements to be used as input to the functional design specifications.

Interacted extensively with SME’s including heads in areas of equities, fixed income, derivatives,

options, futures and risk managers, asset managers to understand corporate actions, extracting

requirements from discussions, and refining and documenting them into Business requirements.

Conducted JAD sessions with stakeholders, Subject Matter Experts (SME’s), and end users to

synchronize and update the requirements requested by the business users.

Extensively worked in all the phases of Rational Unified Process such as Inception, Elaboration,

Construction, and Transition.

Ensured that relevant UML diagrams and tools were used in all requirement documents and

prepared Use Case Models, Flow Diagrams, Sequential Diagrams in MS Visio.

Worked with Digital Security to secure the company network.

Used Digital Security to create a firewall, setting up the user accounts, in which the users are

authorized to view or change on the network, orthe information they are given access to, and

verifying that a user is indeed the proper user.

Involved in analysis of various types of risks (Credit Risk, Market Risk), which impacts portfolio

management.

Executed SQL queries

Interacted with Access Management, system analysts and technical developers for successful

completion of set project goals.

Facilitated the weekly meetings with the review teams to continuously improve the QA process for

the application development.

Conducted walkthroughs with the end users and stakeholders to gather the modification requests

from the user to upgrade or change the business specifications for the product.

Involved in Technical writing of documents for Function and User Requirements Documents, Test

Plan, Test Cases, and Test Scripts.

Responsible for assisting the Quality Assurance team to create the test plan, testing scenarios and

test cases for UAT testing.

Tools and Technology: Microsoft Office suites (Word, PowerPoint, Access, Excel, Rational requisite pro,

Outlook, Project, Visio), Windows, Microsoft SQL Server (2000 & 2005), Oracle (8i, 9i & 10g), UML, Erwin,

Crystal

Fidelity Bank Plc., Lagos, Nigeria

June 2004 – September 2006

Business Analyst

Fidelity Bank Plc. one of Nigeria’s foremost diversified financial institutions, offers a wide range of banking

products and financial services to corporate and retail customers through a variety of delivery channels and

through its specialized subsidiaries in the areas of commercial banking, investment banking, life and non-life

insurance, venture capital, asset and portfolio management.

The project was undertaken to develop an internet based trade management system for customers to

access their online accounts, trade online, look up real time stock prices, analyze charts and evaluate their

investments. The project also involved a development of Monte Carlo simulations for stress testing to

determine how stock portfolios respond to economic variables.

Responsibilities:

Interacted with clients to finalize the Business Requirements for the application.

Followed a structured approach to organize requirements into logical groupings of essential

business process, business rules, information needs and insured that critical requirements are not

missed.

Conducted JAD sessions to allow different stakeholders to communicate their perspectives with

each other, resolve issues and establish a consensus position.

Prepared the work of the existing (AS-IS) process for the reporting and proposed the (To-BE)

process.

Closely interacted with designers and software developers in order to understand application

functionality, navigational flow and updated them about end-user sentiments.

Defined system requirements to Use Case, Use case scenario and Use Case narrative using the

UML Methodologies

Developed detailed BRDs and FRDs using modeling tools following the SDLC structure

Performed Risk Analysis of the requirements to identify the key business risk areas for the project

and prioritized the application development and testing.

Performed feasibility and adaptability study to identify the business critical areas from User

perspective

Used PowerPoint presentations for conducting walkthroughs with the stakeholders.

Conducted walkthroughs with the end users and stakeholders to gather the modification requests

from the user to upgrade or change the business specifications for the product.

Develop test plan, Test scenarios, test cases and test script and conducted the user acceptance

testing.

Tools and Technology: Unified Modeling Language (UML), MS Office, MS Visio, MS Project, MS SQL,

HTML.

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