Business Analyst Software Development

Shahzeb Khurshid

www.linkedin.com/in/shahzeb-khurshid 224-***-**** • *******************@*****.*** PROFESSIONAL SUMMARY

• 10+ years of professional IT experience and solution-focused SAP-ERP & Salesforce Lightening Business Analyst conducting Implementations, Deployments, Migrations, Integrations, and Support on Live applications.

• Most of my career has been spent working on Software Development, Finance, Supply Chain, Sales orders, Manufacturing, Logistics, & Distribution.

• Experience in end-to-end SFDC, product life cycle management, excellent configuration skills, familiarity with administration and security controls, and amazing ability to aid technical team members, developers, and support teams, outstanding troubleshoot workflow issues, and superior communication skills.

• Assisted in designing and creation of training material and conducted internal training sessions for business users on Salesforce technology functionalities.

• Experience creating custom objects and integrating existing desktop and web apps with legacy systems.

• Designed & developed custom applications and components using Best Programming Practices of Apex Classes, Apex Triggers, Visual Force pages, and Lightning, etc.

• Experience in building reusable UI components with the Lightning component framework.

• Fixed issues with custom Lightning Event Management app on styles & controllers for in-built apps.

• Extensive experience working on Custom Objects, Custom Fields, Picklist, Record-Types, Page-layouts, Workflow-Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, Custom Tabs, Custom reports, Report folders, Report extractions to various formats, Snapshots, Dashboards, and Email generation according to application requirements.

• Experience in Salesforce Lightening/Classic Communities, Knowledge Articles, Content/Library, Sales & Service Cloud Features.

• Implemented SF Commerce Cloud features including, cloud Digital, Portals and Platform.

• Outlined the organization hierarchy and created profiles, roles accordingly in Salesforce; worked on visibility and security settings around them as required by the business.

• Expertise in lighting experience for creating custom homepage, and Record page components with the light designer.

• Extensive Knowledge in building Custom Applications that includes administration, configuration, implementation, and support experience with the Salesforce.com platform.

• Possess a comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Quote, Forecasting, and Call Center.

• Good understanding of Software Development Life Cycle (SDLC), AGILE methodologies, and implemented SCRUM and SPRINT techniques.

• Audit the data for improving data quality and determine defects for data and prepare appropriate resolutions.

• Worked and created different business and technical documentation including BRD, FRD, TDD, RTM, Gap Analysis, Test Cases, Test Scripts, and Project Scope Training manuals, etc.

• Strong experience in Data Analysis, Technical Lead, and Software Development on DW / BI applications.

• Conducted feasibility studies & Impact Analysis, Cost/Benefit Analysis, Gap Analysis, and Risk Analysis.

• Planned and conducted requirements elicitation meetings with the business to collect functional and non- functional requirements relating to the client's Salesforce technology enhancement and initiatives. TECHNICAL SKILLS

§ Salesforce Canvasing

§ Salesforce Tools

§ Apex Data Loader

§ Triggers, SOSL, & SOQL

§ UML Modelling

§ RDBMS / MS SQL Server

§ UAT & Other Test Scripts

§ Gap Analysis

§ Agile Methodologies

§ Agile Project Management

§ MS Office Suite

§ MS Visio

§ Adobe Photoshop

§ Jira

§ BlueWorks

§ Mural

§ Kanban

§ Platform Integration

§ Data Migration

§ Integration Tools

§ Java

§ Java Script

§ HTML

PROFESSIONAL EXPERIENCE

Barton Associates – Peabody MA Sep 2022 – Present

Salesforce Business Systems Analyst

Responsibilities:

• Analyzed current business flows and data flows, to understand business needs and create tickets.

• Performed BA Testing in Sandbox.

• Coordinated with End-users to gather requirements and created tickets on Jira.

• Created Visual Charts and UMLs for stakeholders to clarify the ask and created Tasks.

• Lead a migration project for data & user migration from Salesforce Classic to Salesforce Lightening.

• Constructed field-to-field mapping, picklist value mapping, chart for cleansing steps, and visual process flows to support Data Migrations.

• Help team meetings with Salesforce Architect, Data Architect, and CTO to clarify flags, bottlenecks, scope, phases, & deadlines for the migration project.

• Designed an automation process, created requirements, and tracked the progress of the project to automate lead capturing, conversion & lead assignment.

• Created and designed multiple reports for the sales and marketing team.

• Held weekly meetings with subject matter experts to gather requirements and communicate deliveries.

• Assisted new team members through training on salesforce & business analyst daily tasks.

• Designed user profiles, user accesses, and layout wireframes to introduce new profiles to the organization.

• Re-Designed User roles and record types to minimize backend workflows.

• Assisted in the transformation of a single flow business to inbound / outbound through a multi-phase project. Cisco Systems Dec 2021 – July 2022

Sr. Business Analyst

Responsibilities:

• Performed Analysis on BI Tools

• Assisted in the implementation of the Tableau dashboard consisting of data visuals and analytical tools.

• Created and Analyzed reports using SQLserver & Salesforce.

• Assisted developers to create Tableau Dashboards from BO reports.

• Analyzed BI needs for the purpose of interpreting Business User Requirements, & Translating them into reports.

• Held Interactions with Clients to understand Data Flow & Business Applications.

• Designed KPIs to create Parameters and Key Figures between Tiers

• Created User Stories to track progress and requirements in each sprint

• Held Daily Stand-ups with dev and QA Teams.

• Responsible to maintain open-channels between internal teams and clients by performing as an intermediary. UBS Investment Bank – Nashville TN Mar 2020 – Nov 2021 Sr. Business Analyst

Responsibilities:

• SAP integration with Salesforce-CRM

• Worked on various Salesforce Lightening & Classic standard objects including Accounts, Contacts, Opportunities, Products, quotes, Activities, Reports, and Dashboards.

• Created workflow rules and defined related tasks, time-triggered tasks, process builders, email alerts, and field updates to implement business logic.

• Created email templates, approval processes, and approval page layouts and defined approval actions on them to automate the processes.

• Worked on Administrative, Visibility & Security tasks such as User management, Creation of Profiles, Roles and Permission Sets, Sharing Rules, Public Groups, Workflow, Activities and Events, Email notification, and Template Design.

• Experience in implementing Single Sign-on in salesforce lightning using SAML-based authentication.

• Involved during the development of Apex Classes, Controller Classes, Apex Triggers, and Visual Force Pages for various functional needs and deployed in Development, Test, and Production environments.

• Worked on SOQL and SOSL queries for data analysis and cleanup for implementation Dedupe project.

• Interacted with various business user groups for gathering the requirements for Salesforce implementation and documented the Business and Requirements.

• Followed Agile methodology for SFDC and worked in an onsite-offshore model.

• Attended stand-up and requirement meetings on daily basis and organized walkthrough meetings with Dev & QA teams on weekly basis.

• Conducted various brainstorming sessions with other teams to accomplish the integration requirements. This involved communicating with various other internal teams within Voya and external vendors.

• Created various BRDs, FRDs, data translation, data mapping, and interface specification documents.

• Created Config-Tech design documents which provided a detailed description of various salesforce functionalities implemented.

• Worked on Data.com Duplicate management and defined various matching and duplicate rules.

• Worked with the development team and the business to convert the Business Requirements to Technical Specifications and interacted with the testing team to assist during the testing phase.

• Handled various production support issues and defects on a day-to-day basis and updated JIRA and Aha! (Project Management Tool) accordingly.

• Created multiple reports and dashboards based on business requirements.

• Designed functional and technical specifications using Sales Cloud.

• Working on test cases during SIT, Functionality, Smoke testing & assisted business users during UAT Testing. Supported Business Users during UAT & Production Checkout.

• Performed various data loads and imports as per the business needs. Coordinated with the production support team and provided the mapping documents for futuristic data loads.

• Experience in Resolving Salesforce Tickets raised from various Business users, Acknowledging, Resolving, and closing of salesforce tickets on a priority basis, and communicating to users.

• Worked with the release management team for performing various post & pre-migration tasks and conducting initial level of BA checkout.

• Assisted users during the Business Check out and worked on consolidating signoffs from various business markets.

• Presentations of weekly progress on salesforce Lightening developments for Monthly Productions Releases. Involved in discussions with Executive management on weekly project status and overall project progress towards the target.

Walgreens - Chicago, IL

SAP/SFDC Business Analyst May 2019 – Mar 2020

Responsibilities:

• Conduct Fit/Gap workshops, integration planning

• Responsible for leading the Integration of Salesforce Sales-cloud with SAP-ERP.

• Used Marketing Cloud Connect functionality to use the collected data across the Salesforce clouds: Marketing, Sales, Service, and Community Clouds to build a one-to-one relationship with the customers.

• Drive design development of functional and system specifications, Integration design with SAP ECC and related Modules

• Optimized customer mobile experience by implementing SF Commerce Cloud Digital.

• Coordinate scheduling and on-time execution of all project life cycle phases employing Accelerated SAP

• Consulted on Commerce cloud digital cloud, endless Aisle and Portals.

• Performed data mapping and migration of data from legacy systems to Salesforce.com Objects and fields, which include massive import and export of the data.

• Worked on implementation for Call center features including, Screen Pop, Call Queuing, Call Backs and CRM analytics.

• Created alternative customer Journeys using marketing cloud’s Journey Builder.

• Performed journey analysis, using sample data and customer responses.

• Configured custom Salesforce application, utilizing custom objects/fields, page layouts, record types, reports, dashboards, workflow, and triggers.

• Interacted with various business team members (JAD Sessions) to gather the requirements and documented the requirements.

• Used Electronic Medical Record (EMR) to extract useful information regarding patients for claim submission to the insurance company.

• Worked on Maintaining functional areas of sales cloud including accounts, contacts, leads, campaigns, quotes, activities dashboards and process knowledge.

• Provided on going support on sales cloud.

• Performed as an administrator on Sales and Service Cloud to implement and deliver.

• Developed workflows and triggers on Sales cloud for automated case solutions.

• Coordinate with Health Insurance Exchange (HIX) program staff and other stakeholders to define and develop requirements for correspondence generation across various business lines.

• Involved in various Facets Data models like Gateway, Claims, Membership, Provider, Billing, Capitation, Invoice.

• Developed Visualforce page using the extension controller in addition to Salesforce customized reports and dashboards in real-time according to the client's requirement.

• Worked with ANT Migration tool, Data Loader and JIRA to manage change management across Salesforce org.

• To configure the customer journey with the company, worked on Journey Builder, Email Studio, mobile-studio, and Automation Studio of Salesforce Marketing Cloud (Exact Target).

• Involved in data mapping and migration of data from legacy systems to Salesforce.com Objects and fields.

• Integrated Salesforce applications with other various applications, custom objects as per requirements (SLA's, Change Request, Problem, Task, Release, Knowledge Articles, Service Request, and Incident Management, etc.).

• Interacted with the Salesforce.com premium tech support team regularly.

• Experienced in integrating Exact Target and Salesforce to combine CRM data and digital marketing data to simplify the data management and link the data directly to a lead record in salesforce, so that it builds a single view for the customers.

• Used Exact Target to improve sales and marketing results, automate the customer journey and enhance customer engagement.

Bentley University – Waltham, MA

Technology Internee Dec 2017 – May 2018

Responsibilities:

• Assist students, in the capacity of a tutor, for Java and Mobile App Development.

• Worked with Professors to sketch exam guides for tutors to assist students in exam preparations.

• Monitored and Supervised Lectures, to assist Lecturers with technological equipment.

• Help Technology Team to Create functional processes to assist in troubleshooting.

• Lead and Trained TAs for Technology handling, troubleshooting, and student assisting processes.

• Participated in seminars and Performed presentations for the Orientation Week to guide new Students.

• Designed a support application – Mendix – for Orientation.

• Designed a Data Structure in SQL using conceptual and logical data modeling techniques and presented it on Tableau.

• Coordinated with the team of developers overseas, for the planning and execution of an android application. Business Technology Consulting – Dubai, UAE Jun 2015 – Jul 2017 Business Analyst

Responsibilities:

• Engaged with business stakeholders to gather/analyze requirements and map them to solutions that leverage Salesforce functionality.

• Delivered and supported Community Cloud Implementation.

• Experience Configuring Community Cloud.

• Salesforce configuration such as custom objects, fields, custom formula fields, field dependencies, and lookups.

• Handling and processing bulk data, images, and attachments on the visual force pages following FORCE.COM Programming best practices for better performance of the application.

• Migration of security framework to SFDC Wave using users, roles, public groups and implemented role hierarchies, sharing rules, and record-level permissions to provide shared access among different users.

• CRM Management in Salesforce, Design, and Implementation of Platform for Salesforce for entire company including Institutional, High Net Worth and Wealth Management Investment Divisions.

• Designed and deployed Custom tabs, validation rules, approval processes, and auto-response rules for automating business logic.

• Worked on Salesforce Service Cloud development including standard and custom objects, Apex, and Visual force pages.

• Worked on Command Line Data loader to schedule daily exporting of recently modified data in Salesforce.

• Building data sets from information resources such as SFDC Sales cloud, SAP BW and Oracle in SFDC Wave.

• Worked on End-to-End Implementation and Integration of Apttus Contract Management and EchoSign with Salesforce.

• Create and maintain custom apps, objects, approval processes, formula fields, record types, workflow rules, validation rules, page layouts, Support processes for cases, user maintenance including profiles, roles, public groups, queues, permissions, and sharing rules.

• Managed Salesforce.com administration/configuration, daily support & maintenance, and training the Business team to manage Salesforce Administration.

• Led Gap Analysis studies while studying the CORE and non-CORE functionalities of in-house CRM-SPADE with cloud applications-Salesforce.com Oracle on-demand. Assisted in Business Case development of Salesforce.com studying the feature, functionality case, and cost-benefit analysis study during the process.

• Worked in Salesforce CRM application for Sales, Marketing, and Support departments.

• Worked on SFDC Sales Cloud, Service Cloud to enhance and track CRM capabilities.

• Planning and working on Proof of concepts and eventually leading the team through the transition to Salesforce Lightning.

• Worked on Salesforce lightning connect to access External Data with the OData 2.0 or 4.0 Adapter for Salesforce Connect.

• Manage users, Public Groups, Profiles, and Roles within the Salesforce CRM; this involved designating access to the applicable user within the user hierarchy.

• Worked on Visualforce Apex Code concepts including Classes, Test Class, Triggers, Batch Apex, SOQL, SOSL, Web Services, and Security Model.

• Worked in Agile methodologies using Scrum in moving the Business functionality from the existing legacy application (Scout) to Salesforce CRM for better efficiency and enhancements.

• Customized Service Cloud console using Salesforce Console Integration Toolkit.

• Visualization of data over multiple channels such as Web and Mobile using SFDC Wave. Venus Pakistan Pvt Ltd – Karachi, Pakistan. Aug 2011 – May 2015 Business Analyst

Responsibilities:

• Ensure the quality of solutions and be responsible for architecting, documenting, and developing technical solutions based on business requirements and industry best practices.

• Involved in requirements gathering, analysis, and managing them to avoid Scope Creep and suggest necessary changes to overcome technical limitations and follow the best practices.

• Involved and interacted with various business user groups for gathering the requirements for CRM implementation.

• Handled Multiple Projects during the tenure.

• Responsible for driving the User Requirements / Functional Requirement Workshops.

• Assigned user stories and worked with team members to resolve any issues they have in completing the tasks by providing support and guidance.

• Liaised between Sales, Accounting, Marketing, Administrative Support, Finance, and Business Intelligence.

• Analyzed Business Processes to enhance the Service Console Applications and reviewed them with the client requirements.

• Developing dashboards that allow users to slice and dice data generating meaningful insight.

• Assisted in the development of marketing materials to support ongoing opportunities for the sales teams at the various accounts.

• Developed several PowerPoint decks used to showcase team progress that was ultimately presented to marketing leadership.

• Planned and conducted requirements elicitation meetings with the business to collect functional and non- functional requirements relating to the client's Salesforce technology enhancement and initiatives.

• Created data flow diagrams and process flow diagrams to facilitate better system understanding.

• Worked on Visual Flows for user interactions, building guided UI for data entry based on decision points and displaying script messages with the Process Plugin Interface.

• Worked on parsing SON/ XML data, encrypting and decrypting information using Crypto classes and mapping information to be used in salesforce.

• Designed, and deployed the Custom objects, Custom tabs, Entity-Relationship data model to suit the needs of the application.

• Worked on JavaScript, JQuery, Angular JS, JavaScript Remoting, HTML, CSS, and Bootstrap.

• Wrote BRD (Business Requirements Document) and FRD (Functional Requirements Document) to make requirements and objectives clear.

ACADEMICS

• Bentley University - McCallum Graduate School of Business • Waltham, MA Master of Science in Information Technology May 2020 Master of Business Administration May 2019

• University of Karachi • Karachi, Pakistan

Bachelor’s in Technology Aug 2011

CERTIFICATIONS

• Mendix Rapid Developer Certification

• Salesforce Certified Administrator (201)

• Associated Chartered Certified Accountant

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