Salesforce Business Analyst/Admin

Professional Summary

* ***** ** ********** ** an IT Consultant with a strong understanding of Business Analysis, System Analysis, Data Analysis, Requirement Analysis and Business Process Modelling.

Experienced in all aspects of Software Development Life Cycle (SDLC) including interpreting business needs, developing business requirements, creating plans, writing functional specifications, use cases, product backlog documents, user story documents, creating test cases and developing system analysis report.

Proven analytical abilities working in Agile-SCRUM, and Waterfall development environments.

Excellent technical writing and communication skills needed to create Business Requirements Document (BRD), Functional Specifications Document (FSD), User Stories and Use Cases Specifications.

Strong understanding of Agile, and Waterfall development methodologies.

Excellent team player to work in conjunction with testers (QA), developers and other team members in validating and testing of complex project scenarios and in the maintenance of quality standards of projects.

Experience in Sales Cloud, Service Cloud/Communities and Lightning implementation

Experience working cross-functionally with sales, marketing, and business operation teams to facilitate continuous improvement efforts collaboratively with peers and leadership.

Experience with data analysis and reporting to identify trends, extract relevant insights and making strategic recommendations.

Proficient at creating test plan, test scenarios, test cases, test scripts and executing functional testing, system testing, integration testing, performance testing, smoke testing, regression testing, and user acceptance testing.

Ability to understand business strategy and translate into specific details.

Attention to detail with the ability to understand how a process fits into the overall business model.

Knowledge of product and website analytics tools (Amplitude and Google Analytics)

Knowledge of digital marketing dynamics and KPIs

Strong understanding and implementation of OWD, sharing rules and security features in an existing application.

Experience working on Agile scrum teams Passionate about eCommerce challenges and a good understanding of Salesforce ecosystem.

Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity

Experience working with business applications (Salesforce Service Cloud, Chat, knowledge base, Survey tools)

Experience implementing and managing large Salesforce projects such as transitioning to Salesforce Lightning, implementation of Service Cloud, variety of different support channels and case routing rules

Education & Certifications:

Executive MBA SZABIST, Dubai Campus, 2007

Certified Salesforce Admin

Certified App Builder

Certified Service Cloud Consultant

Certified Experience Cloud Consultant

Technical Skills:

Agile Scrum, Rational Unified Process (RUP), Waterfall, Rally, JIRA, Rational Requisite Pro, MS-Visio, Salesforce CRM, Rational Rose, MS Word, MS PowerPoint, MS Excel, MS Access, Rational Clear Quest, Rational Clear Case, Mercury Quality Center, SAAS, UML (Use case diagram, Context diagram, Activity diagram, Sequence diagram etc), Oracle, PL-SQL, SQL Server, UNIX, Windows.

Professional Experiences

Universal Orlando, (Orlando, FL)

Salesforce Business Analyst – Admin

08/2021 – Present

Project Description: Responsible for identifying process efficiency and new features of the Salesforce tool to support the business process needs of the Sales team through the development of robust user stories and technical requirements documentation. Partnership between internal partners and vendors to document and develop user stories and business process maps to aid in the design, development and implementation of the Salesforce platform. Understand Salesforce capabilities, limitations and data architecture are imperative in this project as processes are developed, refined or re-invented with Salesforce technology. Worked with Salesforce supporting system infrastructure, data and developing within the broader scope of this ecosystem. Cross-functional system infrastructure to helped aid in future Salesforce functionality and process efficiency. Provided thought leadership to find solutions to workflow and tracking of business processes to help the department and system run at optimal levels.

Responsibilities:

Lead development of technical requirements processes and documentation with Admin and Development team to recommend process improvements to better utilize systems and enhanced existing business processes.

Worked closely with key Division / Dept. users to assess business problems and determine and implement information technology solutions. Documented the requirements into robust personas and user stories for platform development.

Served as the Salesforce development analyst and understand the function of all Sales systems, integration and how they are used by Account Management and Transactional Sales end-users. Effectively communicated with end-users to understand and document business processes and technical requirements.

Maintained project plans, performed business gap analysis, cost estimations/ tracking, requirements evaluations, performed solutions evaluations, producing deliverable documents, assistance in app/solution selection process and coordinate application systems implementations.

Maintained and supported Salesforce systems enhancement requirements based on operational and governance standards through the review, testing and implementation.

Lead UAT, deployment and implementation with all functional teams.

Observed information security policies in accessing, securing and protecting confidential and sensitive information. Monitored and audits access.

Lead the development of documentation to ensured accurate and effective documentation of user requirements, business processes, SOPs, test cases and supported in writing training materials

Assisted in development of Salesforce reports, analytics and dashboards to support and monitor selling activity and key performance metrics

Participated in Salesforce training and new user on-boarding to increase product knowledge, understand technical skill gaps, recommend technical skill-based curriculum and support the training new users.

Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.

Amgen, (Tampa, FL)

Salesforce Administrator/Analyst

06/2020 – 07/2021

Project Description: Build a global Salesforce platform supporting all business functions across the enterprise. Salesforce strategy and framework to provide enablement, adoption and technical expertise which accelerate Amgen's core business Project involves customization, integration and migration of customer data and Clinical product information into salesforce Health Cloud, service Cloud and sales cloud. Communities provided support by offering a self-service online Community where its Pharma provider customers can troubleshoot product issues, request on-site service, initiate returns, or generate product licenses on their own.

Responsibilities:

Contributed to the platform vision advising stakeholders on the use of Salesforce technologies

Worked in an agile team to mature platform capabilities though backlog grooming, sprint planning and other agile ceremonies

Provided guidance to cross-functional teams on the platform methods and best practices such as: application and integration development methodologies, architecture standards, functional and technical solutions, environment management, testing, and platform education

Solved key implementation issues and demonstrate ability to work towards successful resolution

Lead the evaluation of business and technical requirements and provide guidance on solution architecture that aligns with the overall Salesforce Platform strategy

Reviewed releases and roadmaps from Salesforce and evaluate the impacts to current applications, orgs, and solutions

Developed and supported platform admin activities including data integrity, user account maintenance, reports & dashboards, and workflows

Negotiated solutions to complex problems with both internal teams and third-party service providers

Build relationships and work with cross-functional teams; contribute to broader goals and growth beyond the scope of a single role

Communicated and lead platform changes including upstream and downstream impact (from Salesforce) to appropriate partners such as project teams and user groups

Deployed applications into a secure and scalable production environment and help teams understand production landscape, integrations, and release processes

Guidehouse, (Tallahassee, FL)

Salesforce Business Analyst

07/2018 – 05/2020

Project Description: Responsible for creating detailed design, architecture and process artifacts and implement the deployment plan. Supported knowledge transfer with the objective of providing value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape. As a key team member on the project, I guided customers through the implementation of Salesforce solutions using our adaptive-agile methodology.

Responsibilities:

Engaged customer stakeholders to understand desired business outcomes and define success criteria

Articulated to customer stakeholders the value of recommended solutions and approach

Lead Discovery and requirements refinement sessions to uncover customers’ business, functional, and technological requirements

Synthesized requirements to create clear and comprehensive user stories and solution design documentation

Performed fit-gap analysis between Salesforce functionality and client requirements

Designed elegant, innovative Salesforce solutions, involving configuration of Salesforce, creation and refinement of complex data models, external integration, business process automation, and other custom functionality

Developed innovative industry accelerators and contributed to thought leadership white paper development

Drafted custom development specifications and managed the delivery and testing of the functionality by Development resources

Iterated Salesforce solutions through an adaptive-agile cycle with the customer Product Owner

Developed training curriculum and delivered training sessions to the solution’s end users

Worked with the Guidehouse Project Manager to manage a project to scope, budget and timeline expectations

Motorola Solutions, (Florida City, FL)

Salesforce Marketing Business Analyst

10/2016 – 06/2018

Project Description: Responsible for supporting the marketing organization through problem solving, creative thinking, and enablement of campaigns and leads through Salesforce. Helped evolve the Motorola Solutions Lead management program through analysis and evaluation of current route to markets and mappings.

Responsibilities:

Worked closely with global marketing teams to build new campaigns.

Lead requirements gathering meetings with marketing, customer care and other departments to define new campaign requirements.

Campaigned logic and implementation and less on the actual content creation, but knowledge of creating HTML forms and page layouts is a plus.

Performed ongoing maintenance of existing campaigns in Marketing Cloud.

Anticipated issues and risks and escalate appropriately.

Served as a contact for technical Marketing Cloud questions

Maintained proper documentation for workflow processes, testing, and standard operating procedures in accordance with business requirements.

Communicated effectively with business users on the status of enhancements, projects and open production support tickets.

Build reports and/or assist marketing team with data demonstrating campaign ROI.

Understand business and propose the best implementation using the SFDC solution.

Conducted requirements and solution concept workshops.

Facilitated business process analysis and automation discussions.

Guided best practices for security model, mobile deployment strategies, workflow, data validation and analytics.

Provided best practice in specialized processes such as Lead Management & Campaign Management

Defined field mapping for Leads conversion.

Author/solution detailed designed and configuration specification.

Performed Marketing processed including Sales analysis, Market share analysis, Expense analysis, and financial analysis.

Conducted analysis of systems specifications and use analysis / diagramming tools to represent business / technical processes.

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

Demonstrated Salesforce capabilities to solve business problems by implementing Proof of Value pilots and producing the supporting documentation.

Managed relationships with stakeholders to achieve project goals.

Maintained collaborative relationships with external vendors to achieve project goals, where necessary.

Participated in the evolution of team best practices, standards, and policies.

Deloitte, (Tampa, FL)

Salesforce Business Analyst

08/2015 – 09/2016

Project Description: Responsible for proactively identifying areas for improvements and introducing innovations, factoring in customer needs, external approaches, data analytics and industry best practices. Establishing a requirements strategy for projects, managing projects, supporting production issues, managing vendor/system releases and actively managing delivery based on user priorities are also critical.

Responsibilities:

Elicited, analyzed, specified, and validated the business needs of stakeholders, be they customers and end users.

Collaborated with project sponsors to determine project scope and vision.

Clearly identified project stakeholders and established customer classes, as well as their characteristics.

Conducted interviews to gather customer requirements via workshops, questionnaires, surveys, site visits, workflow storyboards, use cases, scenarios, and other methods.

Identified and established scope and parameters of requirements analysis on a project-by-project basis to define project impact, outcome criteria, and metrics.

Worked with stakeholders and project team to prioritize collected requirements.

Researched, reviewed, and analyzed the effectiveness and efficiency of existing requirements-gathering processes and develop strategies for enhancing or further leveraging these processes.

Assisted in conducting research on products to meet agreed upon requirements and to support purchasing efforts.

Participated in the QA of purchased solutions to ensure features and functions have been enabled and optimized.

Analyzed and verified requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.

Developed and utilized standard templates to write requirements specifications accurately and concisely.

Translated conceptual customer requirements into functional requirements in a clear manner that is comprehensible to developers/project team.

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