SUMMARY

Overall *+ years of IT and Business experience as a Salesforce Business Analyst and SFDC Administrator with expertise in Salesforce Sales and Service Cloud Implementations, Salesforce Lightning, SFDC Administration, Declarative Development, and Functional & Systems Business Analysis.

4x Salesforce Certified: Salesforce.com Certified Administrator, Force.com Certified Developer, Salesforce Certified Sales Cloud Consultant, and Salesforce Certified Platform App Builder.

Expert in understanding complex business workflows and in collecting Business Requirements from various stakeholders and in acting as a liaison between business users and the technology teams.

Experience in collaborating with cross functional team and responsible for increased adoption among SFDC users.

Expertise in identifying, developing and documenting Business and Functional Requirements Specifications (BRS) and (FRS), User Requirements Specification (URS), System Requirements Specifications (SRS), nonfunctional requirements, and Supplementary Specifications.

Proficient in developing Use Case Diagrams, Behavior Diagrams (Sequence Diagrams, Collaboration Diagrams, and Activity Diagrams) and Class Diagrams based on UML methodology using MS-Visio.

Created Traceability Matrix to keep the stakeholders informed of the progress of the project.

Experienced in developing Test Cases to meet the system objectives: Unit Test Plans (UTP), System and Integration Test Plans (SITP), GUI and User Acceptance Testing (UAT).

Performed Gap Analysis for As-Is and To-Be systems.

Good understanding of media industry concepts and business processes.

Expertise in creating Data Models, Entity Relationships Models and in creating Salesforce.com Lookup Relationships, Master-Detail Relationships and Many-to-Many Relationships using Junction Objects.

Experience with various SFDC standard objects such as Accounts, Contacts, Opportunities, Products, Cases, Leads, Campaigns, Quotes, Reports, and Dashboards, Sites, Portals, Communities, Console, Workspaces, Ideas.

Designed and developed various SFDC custom applications, custom objects, custom fields, role based page layouts, custom Tabs, custom reports as per the business requirements.

Designed and developed Custom Formula Fields, Field Dependencies, Validation Rules, Work Flows and Approval Processes to support various business process Automations.

Expert in creating Salesforce Reports, Dashboards, Page Layouts, Search Layouts to organize fields, Custom Links, Related Lists and other components on a record Detail and Edit pages.

Implemented, configured and maintained Salesforce user Security Permissions including Org-Wide Defaults, Sharing Settings, Role Hierarchy, Profiles and Permission Sets as per the org’s needs.

Experience in Salesforce deployments from Sandbox to Production environment using Change Sets.

Rich experience in Data Migration and Data Integration using different data tools – SFDC Data Loader, Force.com Import Wizard, SFDC Data Export, Mass Delete etc.

Excellent communication and interpersonal skills, accustomed to working in both large and small team environments

TECHNICALSKILLS

SFDC Technology: Salesforce CRM, Sales Cloud, Service Cloud, Salesforce Lightning, Marketing Cloud, User Profiles and Roles, Workflow and Approvals, Reports, Dashboards, Custom Objects, Sites, Partner Portals, Data.com

Salesforce Tools: Pardot, ExactTarget, Callidus Cloud, AppExchange, Import Wizard, Data Loader, Quick Deploy, Change Sets, Console, DocuSign

Applications: MS-Office, MS-Project, MS-Visio, HP ALM, MS-Sharepoint, ServiceNow, JIRA

Methodologies: Agile, Waterfall, RUP, SCRUM

PROFESSIONAL EXPERIENCE

ServiceTitan, Glendale, CA November 2018 to Present

Sr. SFDC Business System Analyst/Scrum master

Responsibilities:

Work cross-functionally with business stakeholders to understand, review, analyze, and evaluate Salesforce.com business requirements.

Analyze complex business problems and consult business partners to help them assess how Salesforce can impact their current- and future-state business processes.

Document requirements, define scope and objectives and get sign off on user stories.

Translate business functional requirements into SFDC configuration specifications.

Perform Scrum Master duties and lead Scrum activities such as sprint grooming/planning, sprint retrospectives, reviews and running daily standups.

Facilitate prioritization meetings with Steering Committee in their efforts to manage the backlog and guide the committee while ensuring a healthy team dynamic with respect to priorities and scope.

Create test data, write/execute test cases to ensure solution/design meet business success criteria.

Develop and communicate weekly, monthly and quarterly project status reports for business stakeholders and leadership team.

Own, maintain and update ServiceTitan’s SFDC data dictionary

Symbiotic Consulting Group LLC January 2018 to October 2018

Client: Anthem Inc

Salesforce Business Analyst (Remote)

Responsibilities:

Worked as a SFDC Business Analyst and Salesforce Administrator supporting the Commercial Salesforce Platform of Anthem Inc.

Responsible for writing user stories and gathering requirements from the business users.

Worked in tools such as JIRA to triage and track SFDC Support tickets.

Symbiotic Consulting Group LLC August 2017 to January 2018

Client: Wells Fargo & Co. Chandler, AZ

Salesforce Business System Analyst

Responsibilities:

Worked as a SFDC Business System Analyst and Salesforce configurator for some of Wells Fargo’s key SFDC projects, such as the Identity Access Management (IAM) implementation project, for the Wholesale LOB.

Scope of work included but was not limited to: requirements gathering; delivery of business & functional specifications; planning and execution of acceptance testing; user setup and administration; integration with Context Designer; integration with Active Directory etc.

Implemented Case Management Project for Wells Fargo’s Small Business Administration (SBA) LOB.

Symbiotic Consulting Group LLC February 2017 to August 2017

Client: Sonicwall Inc, Santa Clara, CA

Salesforce Business System Analyst

Responsibilities:

Worked as a SFDC Business System Analyst and SFDC Admin supporting around 1k users of the Sales and Support organization of Sonicwall Inc.

Involved in two major successful SFDC Go-Live of the Sales and Support users of Sonicwall.

Acted as the SPOC for managing user access and roles of Sonicwall’s Portal users.

Worked closely with the Product Owner to triage SFDC support cases

Day to day activity of troubleshooting a variety of application issues including Configuration, Reporting, Security and Workflow across the application.

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

Created page layouts, search layouts to organize fields, Search Lookup, Lookup Filters, custom links, related lists, and other components on a record detail and edit pages.

Experienced in working on Case Management, Salesforce Communities, Content Management and Translation Workbench

Interacted with the Salesforce.com customer support team on a regular basis.

Experienced in using change sets for small and medium components migration from sandbox to production environment.

Symbiotic Consulting Group LLC March 2016 to January 2017

Client: Republic Services, Phoenix, AZ

SFDC Business Analyst/ Salesforce Administrator

Responsibilities:

Worked as SFDC Business Analyst/Product Owner for the Sales and Marketing Team of the second largest waste management company in the US.

Acted as a SPOC for supporting the key CRM initiatives of National and Municipality Salesforce user groups within Republic.

Extensive experience in driving requirement gathering sessions involving cross functional teams and business unit leaders such as senior VPs, directors etc.

Experience in creating Business Requirement Documents, User Stories, Use Case Diagrams, Process Flow Diagrams etc.

Was responsible for performing tasks related to SFDC technical support and maintenance of Salesforce.com Reports and Dashboards.

Trained users on the new functionalities and managed ongoing support requests’

Worked closely with developers, QA teams, IT business partners as well as other cross functional business partners to define and drive business requirements from initiation to implementation using Agile methodology.

Experience on working with various tools including but not limited to HP ALM, MS SharePoint, VersionOne etc.

Symbiotic Consulting Group LLC October 2015 to March 2016

Client: Datacore Software Corporation, Fort Lauderdale, FL

SFDC Business Analyst/ Salesforce Administrator

Responsibilities:

Worked as SFDC Business Analyst and Salesforce Admin supporting Datacore’s Global Operations, Sales and Marketing teams consisting of 900+ Salesforce users.

Experience in providing presentations and demos for C-level executives.

Expertise in working closely with cross functional teams including business users, SF developers etc. for various day to day activities ranging from Requirements elicitation to UAT

Acted as the Single Point of Contact (SPOC) for supporting various Salesforce business processes at Datacore such as Renewals, NFR, Evals, Sales Order, Fund Claim etc.

Worked on some key SFDC initiatives for Datacore’s Customer Support group and Inside Sales team.

Was responsible for both Production Support and new enhancement projects/requirements which includes maintaining and building custom objects, workflows, validation rules, approval process, record types, page layouts, profiles, reports, dashboards etc.

Experienced working with Partner Portals, Data.com, Duplicate Management, AppExchange products etc

Manpower Group, New Delhi, India April 2014 to September 2014

Salesforce Administrator/ Business Analyst

Responsibilities:

Worked as the sole Salesforce Admin and Business Analyst involved in the implementation of a Recruiting application built on the Salesforce platform.

Analyzed the requirements and converted the business requirements into technical requirements relating to the application. Collaborated with C-Suite Executives and Cross Functional Teams.

Prepared business requirements document and functional specification documents in the form of user stories, and screen mock-ups using Microsoft Visio.

Performed user administration by creating and maintaining user Roles, Profiles, Permission Sets.

Collaborated with cross functional teams such as HR, Marketing, Outside Sales, Accounting and IT to support the business process within the organization and help audit user activities.

Developed a comprehensive CRM strategy, defining Salesforce as the standard tool in both Sales Cloud and Service Cloud.

Implemented Standard objects such as Opportunities, Accounts, Leads, Quotes, Contacts, Cases, Chatter, Documents, Reports and Dashboards and developed Custom Objects.

Developed and implemented Workflows, Approval Process, Email Alerts, Field Updates, Validation Rules, for various functional needs in the application.

Defined and finalized the processes for Marketing, Campaign Management, Lead generation and Lead conversion.

Migrated code base from Sandbox to Production environment after successful testing.

Implemented the end-to-end security model, based on Roles hierarchy, Profiles, Field Level and Record Level Security.

Worked on Ad-hoc requests and Production issues on a daily basis ensuring minimal impact.

Integrated Outlook with Salesforce using Salesforce for Outlook to sync contacts and events both ways between Salesforce and Outlook.

Configured relationships between Accounts, Contacts, and Opportunities reducing 30% of the clicks for end users - huge win on usability front, which increased user adoption and likeability.

Created Custom Dashboards and reports according to the client requirements.

Involved in the end to end testing efforts including UAT of the application.

Created complete Documentation of all Implementation including creation of User Guides and Technical Specs.

Infomedia 18 (Part of Network 18 Group), Kolkata, India October 2011 to April 2014

Salesforce Business Analyst / Salesforce Administrator

Responsibilities:

Involved in gathering business requirements through interviews, observations, and interactions with various teams.

Worked closely with the Marketing and Sales Team for detailed requirement elicitation.

Prepared and analyzed Business Requirement Document.

Performed other user administration work such as user access provisioning and de-provisioning based on user request and setting password polices for the organization

Collaborated with other business units of the company to support the business process within the organization and help audit user activities

Experienced with the Waterfall methodology of software development by working with teams and identifying enhancements to the application that could be a part of each release

Performed end to end Salesforce configuration based on client requirements and involved in implementation of Salesforce CRM modules such as SFA and PRM

Developed custom objects, workflows, page layouts, assignment rules, validation rules, record types and email templates

Developed and maintained training documents and performed end user training to help the users download and configure Salesforce for Outlook on their systems

Performed data management activities like data import, data export and data backup using the Import Wizard and the Data Loader.

Worked with the application release team and deployed configuration changes from one sand box to another with the help of Change Sets.

Performed unit testing, integration testing, UAT, created test cases as a part of the testing and mocked up functionality for the test cases.

Collaborated with the testing team on the client end to identify bugs and worked with the offshore/onshore development team on bug fixes

Designed security framework based on Role Based Access, Profiles, Field Level Security and Record Level Security to streamline the security process and increase flexibility

Analyzed and documented application security, business process controls and privacy strategy and approach that addresses the client’s operational requirements

SMSCountry Networks Pvt. Ltd, Kolkata, India November 2010 to October 2011

Business Analyst

Responsibilities:

Worked as Business Analyst supporting the Field Sales Business Unit of the organization to create a new SMS Marketing Automation Application.

Created vision, scope, and use case documents, business process models, use case diagrams, activity diagrams, and state chart diagrams.

Interfaced with business users to prepare and update Business Process Requirements (BPR) and Software System Requirements (SSR).

Created test cases and test scripts to perform unit testing and functional testing.

Worked closely with testers to identify bugs in the application and worked with developers to fix the bugs identified during testing.

Created and deployed several reports for different user profiles based on the need in the organization.

Supported the data migration activities for migrating the data from various business units to the new application.

EDUCATION:

Master of Business Administration

EIILM University, Kolkata, India

Bachelor of Business Administration

Calcutta University, Kolkata, India

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