Sales Force Business Analyst and Admin

Summary of profile:

Certified Salesforce Administrator (ADM 201) with a focus on customer satisfaction.

Over 13 years of experience with managing complex enterprise system implementations in SFDC, Oracle Sales and Telesales, Siebel Call Center and Informatica MDM.

Highly experienced in areas of requirements definition, gap analysis, requirements documentation, business process definition, usecase documentation, user acceptance testing, cross functional team management, bug prioritization and conflict resolution. Expert in business process engineering and software development life cycle, including analysis, design, development, testing and implementation of software applications using Agile Methodology.

Oracle Siebel 8 Consultant Certified Expert ; Certified Scrum Product Owner

In-depth experience in online advertising search and display products and platforms in SalesForce Order Management.

Functional expertise and extensive customization experience in Oracle Sales and Telesales version 11.5.8, 11.5.9, 11.5.10 and Release 12.

9 years of Siebel 8.x experience in the areas of data mapping and data migration using Siebel 8.x Enterprise Integration Manager (EIM), scripting, configuration, smart scripts, Siebel Data Model, workflows, eScripts, Business Services, Cybersource Integration and EAI.

Strong experience in SQL and PL/SQL

Highly self motivated and versatile team player with extensive experience working with Global Sales Operations, Finance, Marketing and Compliance teams for business requirement

Technical Skills:

Languages, Tools, Technologies

SFDC, MDM, SQL, PL/SQL, Siebel EIM, Siebel 8.x Tools, Siebel 8.x Call Center, Oracle Sales and Telesales (11.5.8, 11.5.9, 11.5.10 and Release 12), Oracle Quoting (11.5.10), Oracle Sales Proposals

RDBMS

Oracle, Db2

Project Management Skills

Project Management, Project Transition, Resourcing, Documentation and scheduling, Agile Methodology, Rally, Version One

Certifications and trainings

Salesforce Certified Administrator (ADM201), Siebel 8 Consultant, OCP, Agile Methodology, MDM, Certified Scrum Product Owner

Work Experience:

Pen Software

SFDC Admin

Job Roles: SFDC Admin and Business Analyst

July 2016 - Current

Visa

CRM Solution Analyst

Job Roles: CRM Business Analyst, Product Owner

June 2014 – June 2016

Yahoo! Inc.

SFDC Senior Business Analyst

Job Roles: SFDC and MDM Business Analyst, SFDC Admin and Product Owner

April 2013- June2014

Polycom Inc./Spectralink

CRM Consultant

Job Roles: Siebel developer, Data migration lead, SFDC Business Analyst, SFDC Admin

Dec 2011 – April 2013

Oracle India Pvt. Ltd.

Designation:CRM Consultant

Job Roles: Project Manager, Business Analyst, Technical Lead, Applications owner and developer

Apr 2003 to Oct 2011

Summary of Business Analyst Experience:

Salesforce Administrator and Business Analyst at Pen Software (July 2016 to current)

Project Description: Administration and customization of Salesforce and its users for the inside sales team.

Roles and Responsibilities:

Created and assisted with maintaining users, profiles and roles for inside sales team

Assisted users with report and dashboard design and management.

Configured page layouts, workflows, document templates, record types, & data fields.

Created custom objects, fields, and triggers.

Designed, setup and maintained Salesforce standard objects, custom objects and junction objects, while also structuring user roles, security profiles and workflow rules.

Performed user & administration training sessions for clients to utilize Salesforce

Managed ongoing support request and administrative needs of users

Siebel Solution Analyst and Product Owner for Maintenance Releases at Visa (June 2014 – June 2016)

Project Description: Quarterly maintenance release cycles for BAU (Business as Usual) projects for VCSA Siebel(Visa Client Service Applications), Cybersource Siebel and Oracle Knowledge Management.

Visa Client Support Application (VCSA) is a Customer Relationship Management (CRM) application used globally in the Client Support Services organization of Visa. It helps the CSS organization provide prompt support to Visa clients across the globe, provides the flexibility to accommodate new business needs, and delivers common metrics, performance analysis and reporting to support local and global business decisions.

Roles and Responsibilities:

• Responsible to translate business requirements and needs into technical requirements and functional specifications to be used further by the development and QA teams to create, update and modify test Siebel Applications.

• Managed and participated in requirement analysis and verification to ensure that requirement statements are complete, consistent, concise, comprehensible, traceable, feasible, unambiguous, and verifiable, and that they conform to standards.

• Collaborated across the technical teams and vendors to deliver consultation and recommendations to the business for areas regarding scope, effort, feasibility and duration.

• Supported implementation, testing and support of Siebel application projects

• Supported testing efforts to assure test scenarios meet customer needs.

• Created a strong partnership with the Business Stakeholders for the successful build, deployment and support of CRM solutions

• Prepared cost-benefit analyses to aid in decisions on system implementation

• Supervised the expansion or modification of system to improve work flow

• Managed requirements and change controls throughout the lifecycle of the project.

Automation of GMBS Billing at Visa (Nov 2015- June 2016)

Project Description: To enhance the iProject/GMBS (Global Management Billing System) integration with VCSA for AP/CEMEA endpoint billing through automation so as to reduce the time spent in managing the existing manual process. The project also included remediation of audit findings for recurring endpoint billing.

Roles and Responsibilities:

Responsible to translate business requirements and needs into technical requirements and functional specifications to be used further by the development and QA teams to create, update and modify test Siebel Applications.

Designed an automated billing process that replaced the existing complex and error-prone manual flow; created mockups and wireframes of the solution.

Liaised with finance and billing teams during design brainstorming sessions to come up with an efficient and compliant system.

Worked with business users to prepare use cases and user acceptance test scripts for new functionality.

Validated technical designs created by IT developers against functional specifications.

Involved in business demos and coordinated UATs.

Salesforce BA, Admin and Product Owner for Siebel 8.1.1 Order Management migration to SalesForce at Yahoo! Inc. (Apr 2013 to June 2014)

Project Description: Migration of Order Management business processes, functionalities and data from Siebel Call Centre to SFDC

Roles and Responsibilities:

Lead Business Analyst driving the global change in CRM platform from Siebel to SalesForce.com for Order management processes for online advertising (Search and Display) using Agile methodology

Involved in developing Product Roadmap for Order Management.

Responsible for requirements definition, documentation, stakeholder sign-off and design review. Managed user acceptance testing sign-off, issue management and bug prioritization. Liaised with business and functional owners during risk engineering and high-level review sessions to derive and execute action plans, meeting deadlines and standards.

Involved in Salesforce.com Application Setup activities and customized the apps to match the functional needs of the organization as a Salesforce Admin

Performed Salesforce Administration activities including user setup, profile management, creation of roles, workflows, rules and permissions.

Worked with various salesforce.com objects like Accounts, Contacts, Opportunities, Orders, Quotes, Cases, Reports, and Dashboards.

Developed and configured various Custom Reports and Report Folders for different user profiles based on the need in the organization.

Maintained data cleanliness and accuracy by adding custom validation rules, custom formulas, reports and dashboards.

Served as point of contact for complex order data migration phase with cross functional, cross company teams.

Bridge between Scrum team and business stakeholders for feature requirements/enhancements. Designed solutions for the business stakeholders to increase their productivity, customer experience, and revenue

Worked extensively with Yahoo internal teams - Oracle Financials, PYM, Global Sales, Marketing Finance, Legal and Compliance teams - for requirements and implementation

Product Owner for Informatica MDM (Master Data Management) at Yahoo! Inc. (Apr 2014 to June 2014)

Project Description: Product management of MDM

Roles and Responsibilities:

Product Owner of MDM

Responsible for requirements definition, documentation, stakeholder sign-off and design review of business enhancements. Managed user acceptance testing sign-off, issue management and bug prioritization. Liaised with business and functional owners during risk engineering and high-level review sessions to derive and execute action plans, meeting deadlines and standards.

Managed cross functional dependencies and challenges

Siebel 8.1 to Salesforce PRM Migration and Customization at Polycom (Dec 2011 – March 2013)

Project Description: The scope of this project is to migrate the existing PRM processes and data from Siebel to SFDC. This project later went on hold due to budgeting issues.

Roles and Responsibilities:

Played the role business analyst and participated in gap analysis of the existing PRM processes.

Involved in process mapping activities.

Responsible for creation of gap analysis and mapping documents that were presented to the stakeholders.

Provided technical know-how to identify potential challenges in the migration process.

Responsible for Salesforce Administration (SFA) on the sandbox environment including: Creating Roles, Profiles, Page Layouts, Org-Wide default,Sharing rules, Work Flows, Approvals, Reports/Graphs and Dashboards.

Siebel 8.x Call Center Configuration and Customization at Oracle (May 2008 to March 2011)

Project Description: Development of new features and enhancements requested by Oracle Internal Sales Organization including customizations, fixes for data corruption issues, setup changes and creation of new objects on Siebel 8.x Call Center using Siebel 8.x Tools

Roles and Responsibilities:

Liaised with business and functional owners during risk engineering and high-level review sessions to derive and execute action plans, meeting deadlines and standards.

Performed gap analysis of business rules, business and system process flows, user administration, and requirements.

Interfaced with business users to prepare and update Business Requirements Documents (BRD). Created test cases and test scripts.

As the Application Owner for the Opportunity Management flow in Siebel 8.x Call Center, was involved in prioritizing and conducting feasibility study of the requested fixes.

Created Functional Specification Documentation (FSD) for all the fixes and enhancements.

Worked with business users to prepare use cases and user acceptance test scripts for new functionality.

Validated technical designs created by IT developers against functional specifications.

Accurately identified and resolved issues and functional questions posed by business users during UAT as well as after go-live.

Prioritized outstanding defects and system problems, ensuring accuracy and deadlines were met.

Traced test cases and functional specifications to FSDs and BRDs.

Applied change requests, versions, and addendums.

Project Synergy: Siebel Data Migration at Oracle (November 2006 to February 2008)

Project Description: Migration of sales data including opportunities, leads, attachments, activities, revenue lines, contacts, list of values and accounts from Siebel 7.7 to Siebel 8.0 using Siebel EIM.

Roles and Responsibilities:

Performed gap and risk analysis of existing system and evaluated benefits of new system.

Interfaced with business users to prepare and update Business Requirements Documents (BRD).

Worked with business users to prepare use cases and user acceptance test scripts for migrated data.

Responsible for data mapping of Siebel 7.7 tables to Siebel 8.0 EIM tables.

Developed audit scripts to track status and statistics of the migration process.

Validated legacy data migrated by IT developers in the new system.

Accurately identified and resolved issues and functional questions posed by business users during UAT as well as after go-live.

Made sure standards of Quality Assurance (QA) are being met as part of ongoing development System in accordance with Client standards and the QA methodology.

Summary of Project Management Experience:

Siebel 8.x Call Center Configuration and Customization at Oracle (May 2009 to March 2010)

Roles and responsibilities:

Developed and refined detailed project plans for each of the customization projects and ensured timely deliverables.

Facilitated requirement gathering workshops to document, analyze and prioritize detailed business requirements based on users’ needs.

Handled resource allocation, development, UAT and gathering metrics for evaluation.

Created various functional and technical documents. Translated high-level business requirements into functional specifications.

Liased extensively with the Oracle Internal Sales Organization as well as the global Sales IT development team to ensure satisfactory deliverables and provide accurate work estimates

Enforced strict quality control measures in terms of audit and approval of configurations and fixes and compliance check for all changes to the application.

Lead system testing efforts, ensuring that issues are identified, tracked, reported on and resolved in a timely manner.

Summary of Technical Lead and Development Experience:

Project BRIO: Siebel 8.1 Data Migration and Customization at Polycom/Spectralink (June 2012 – March 2013)

Project Description: The scope of this project is to clone the current Polycom Siebel 8.1 production application instance on a new set of servers, copy all the current code and configuration and migrate data from Polycom’s Siebel environment over to the BRIO Siebel environment which will then be utilized as a standalone system by Spectralink – the wireless communications division of Polycom.

Roles and Responsibilities:

Played the role of technical lead and was responsible for data migration and updates of legacy data using Siebel EIM tables – EIM_ASSET, EIM_PROJECT, EIM_OPTY, EIM_INVOICE, EIM_SRV_REQ, EIM_ORDER, EIM_ENTLMNT, EIM_AGREEMENT, EIM_EVT_ACT

Developed validation queries in SQL to validate data before and after updating the tables.

Created Functional Specification Documentation for data modification and migration.

Developed optimized ifb files to be used by EIM to import data from the EIM tables to the base tables.

Responsible for planning and execution of EIM jobs on the EIM servers

Involved in troubleshooting data mismatch, server contingencies and performance issues on Siebel Order Management and Call Center.

Used SQL scripts to query data and gathered the required information during issue resolutions and updating the information in database.

Setup integration with Cybersource, a third party payment application and troubleshooted various issues related to credit card authorization.

Was involved in file system cleanup, testing of integrated WebMethods components, user and access setups.

Accurately identified and resolved issues raised by business users during UAT and after.

Research technical requests and other issues raised throughout all phases of the project.

Provided support of new Siebel system to Spectralink post-go live.

Siebel 8.x Call Center Configuration and Customization at Oracle (May 2008 to December 2011)

Project Description: Development of new features and enhancements requested by Oracle Internal Sales Organization including customizations, fixes for data corruption issues, setup changes and creation of new objects on Siebel 8.x Call Center using Siebel 8.x Tools

Roles and Responsibilities:

As the Application Owner for the Opportunity Management flow in Siebel 8.x Call Center, was involved in prioritizing and conducting feasibility study of the requested fixes.

Created Functional Specification Documentation and Technical Specification Documentation for all the fixes and enhancements.

Created new fields, joins, links, PDQs, search specifications, pre-defined queries, Symbolic URLs and list of values for the Opportunity view in Siebel Call Center.

Updated existing web layouts and object properties using Siebel 8.x Tools.

Worked on EAI to integrate modules.

Used SQL scripts to query and gather data during issue resolutions.

Accurately identified and resolved issues and functional questions posed by business users during UAT as well as after go-live.

Hyperion, BEA and Peoplesoft Sales Data Migration to Siebel 8.0 at Oracle (February 2008 to October 2008)

Project Description: Migration of sales data including opportunities, leads, attachments, activities, revenue lines, contacts and accounts from Sales application like Hyperion, BEA and Peoplesoft to Siebel 8.0 using Siebel EIM

Project Synergy: Siebel Data Migration at Oracle (November 2006 to February 2008)

Project Description: Migration of sales data including opportunities, leads, attachments, activities, revenue lines, contacts, list of values and accounts from Siebel 7.7 to Siebel 8.0 using Siebel EIM.

Roles and Responsibilities:

Played the role of technical lead and was responsible for data mapping of lead and opportunity related tables from the source systems to Siebel 8.0 EIM tables

Developed optimized ifb files to be used by EIM to export data from the base tables to EIM tables.

Developed batch files to move data between the EIM tables of the source system and the destination (Siebel 8.x) using the dataexp and dataimp utilities. The source and destination systems resided on different databases (Db2 and Oracle).

Developed validation scripts in PL/SQL to validate and match source data before importing into base tables.

Developed optimized ifb files to be used by EIM to import data from the EIM tables to the base tables.

Prepared UNIX shell scripts to automate the validation and import process.

Responsible for planning and execution of EIM jobs on the EIM servers

Involved in troubleshooting data mismatch, server contingencies and performance issues.

Used SQL scripts to query data and gathered the required information during issue resolutions and updating the information in database.

Other development projects at Oracle

Oracle Sales and Oracle Telesales release upgrades: 11.5.9 (April 2003 to January 2008), Project Description: Upgrade of Oracle Sales applications (11.5.9,11.5.10 and R12). These implementations were customized to suit the requirements of the Oracle Internal Sales Organization.

Implementation of Sales Campaigns in Oracle Sales (August 2005 to October 2005)

Project Description: The objective was to be able to drive sales to saturate the install base via strategic cross sell/up sell campaigns. The solution provided the capability to initiate, execute and manage cross sell and up sell campaigns. The executive team then had complete transparency into the execution of leads and opportunities associated with these campaigns through the entire sales cycle.

CRM to GSI merge (April 2004 to October 2004)

Project Description: This project was undertaken to merge CRMAP to GSIAP to consolidate the ERP and CRM applications in the eBusiness Suite within Oracle. The benefits from this project included providing a single set of customer data enhancing information out, a single set of data maintenance processes, the removal of multiple instances, leading to simpler upgrades, improved control and the subsequent reduction in maintenance costs. This also allowed us to replace custom interfaces and some manual processes with standard product solution and allowed us to enable true end-to-end processes and ensured we used the latest versions of our standard products across the whole eBusiness Suite.

Educational Qualification:

Bachelor of Engineering in Computer Science from Dayananda Sagar College of Engineering, Bangalore affiliated to Visveswaraiah Technological University, Belgaum, India in the year 2002.

Pre University Course completed in AVK College, Hassan in 1998.

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