Salesforce Business Analyst

PROFESSIONAL SUMMARY:

SR. Business Analyst with experience on Salesforce.com platform, Implemented and delivered projects under Agile and Waterfall Development Environment with both large & small project teams.

Implemented Sales and Service cloud to improve Business process.

Developed Business Requirement Documents (BRD), functional requirement documents (FRD) and

traceability matrix.

Hands on experience on Salesforce Lightning. Experience in third party integrations.

Experience with setting up FSL Data Model (Work orders, Service Appointments, Service Resources, Territories, etc)

Worked on Lightning Process Builder Flows, connect API, Chatter and quick Actions.

Conducted interviews with users and Joint Application Development (JAD) Sessions for gathering requirements and developed Use Cases in UML using Visio.

Excellent communication, analytical, interpersonal, and presentation skills.

Worked actively in various phases of System Development Life Cycle (SDLC) by implementing methodologies such as Waterfall, Agile (Scrum).

Developed Use Case Diagrams, Sequence Diagrams, State Diagrams and Activity Diagrams using UML to make developers understand the business and system needs.

Performed SWOT Analysis, Risk Analysis, Root Cause Analysis and GAP Analysis between As Is and To Be workflow models for conducting Enterprise Analysis.

Collaborated with the technical team / Development/ QA teams to resolve issues/defects towards the satisfaction of the users. Participate in design reviews and provide input to the design recommendations.

Experience in managing multiple projects concurrently by using exceptionally strong organizational skills, analytical, problem solving, decision making, leadership and Project management skills to work and deliver under pressure /critical deadlines.

EDUCATION QUALIFICATIONS:

Bachelor’s in computer science, Mumbai University, India, 2007

Master’s in business administration, University of North Alabama, Alabama, 2012

CERTIFICATIONS:

Salesforce Platform Developer 1 (Cerf. No: 17509465)

WORK EXPERIENCE:

Capital Info Group Inc, Remote May 2022 - Present

Salesforce Business Analyst

Responsibilities:

Coordinate and facilitate exchange meetings to determine needs of customers, as well as to determine the impact of changes

Collaborate with Visual/UI team to create wireframes for the user stories and review them with users and gather feedback

Collaborate with Visual/UI designers and add/update stories based on user response

Work with the scrum master, customers and developers to write user stories which are independent, negotiable, valuable, estimable, small and testable

Documents workflows and processes based on requirements.

Work with stakeholders and the project team to prioritize collected requirements.

Provides training and demonstrations as required.

Oversee requirements tracking process, and communicate status to customers

Support the collection and reporting of requirements related metrics

Verify completion of requirements with customer and service providers, ensuring expectations are appropriately met

Responsible for ensuring user stories include validation criteria which reasonably covers all areas necessary details for complete testing of the new functionality

Act as an interface and customer advocate to ensure customer, stakeholder and user needs are being

addressed.

Collaborate with and support developers during their design and development efforts to provide support for their analysis of the story

Participate as a member of the development team

Improve and expand knowledge and skills sets with regards to current trends and changes in software development industry and be up to date with latest design trends

Proactively contribute to the quality of the product by seeking and proposing new or alternate approaches to address the requirements

Participate in sprint planning, sprint reviews, scrum meetings and other agile activities

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

Research, review, and analyze the effectiveness and efficiency of existing requirements gathering processes and develop strategies for enhancing or further leveraging these processes.

Aspen Dental, Remote April 2021 – March 2022

CRM Technical Analyst

The main objective of this project was to support Aspendental.com, Mottoaligners.com and to support appointment scheduling for patients. Involved in migration of AD.COM from Sitecore to Contentful.

Responsibilities:

Communicate and collaborate with business and stakeholders to inform, adjust, and shape prioritization of capabilities that improve the user experience; balancing priorities across Digital and Marketing product to identify/recommend/prioritize key opportunities and trade-offs.

SME for applications like MyAccount, AD.COM, Log Viewer, WellNow.com. Mottoaligners.com, SAA Flow

Implementing new Scheduling Appointment Flow

Implemented paperless application for patient intake forms

Worked on integration between AD.COM, EPMS, Azure.

Worked with third party vendors Epsilon, Stack Armor, SendGrid

Environment: SiteCore, Contentful, React, SQL, JIRA, Dashboards, Email Marketing, MS Visio, PowerPoint, Excel, Agile, Validation Rules, Messaging

National Grid, Waltham, MA September 2019 to April 2021

Sr. Salesforce Business Analyst/ Administrator

Part of two major projects: 1. Replacing existing Self-Service Portal with Community and 2. Service Appointment Reminders.

Responsibilities:

Working with Senior Director CRM Solutions and gathering business requirements for community.

Involved in demo sessions with business and implementation partners.

Worked on Salesforce.com, Marketing Cloud, Community Cloud, Service Cloud and Field Service Lightning (FSL)Implementation project.

Performed in-depth analysis of the Service Cloud business process to implement FSL and provided recommendations on ways to improve the processes.

Responsible for end-to-end delivery of Service Appointment Reminder project.

Involved in data migration from legacy systems to Marketing Cloud.

Worked on integration between Service Cloud, Marketing Cloud, Azure using MuleSoft Connectors.

Created various reports and report folders to assist managers to better utilize salesforce.

Manage relationship with stakeholders to achieve project goals.

Demonstrate Salesforce capabilities to resolve business problems.

Working on Case Management, Omni Channel, Live Agent, Knowledge & Articles.

Environment: Saleforce.com platform, Record types, Reports, Dashboards, Email Marketing, MS Visio, Triggers, Sharing Rules, JIRA, PowerPoint, Excel, Waterfall, Validation Rules, Messaging, Dashboards, Standard and Custom Objects.

Voya Financial, Windsor CT July 2017 – August 2019

Salesforce Business Analyst/ Administrator

The main objective is to encrypt personal identifiable information as per state and federal regulations on data protection and privacy. Implemented lightning components to enable users to scan checks for transactions.

Responsibilities:

Gather, create and document current and future business process flows.

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

Responsible for carrying out business, testing and training requirements gathering; BPR leads, workflow analysis, gap analysis, user stories, test case development and functional design. Offers analysis throughout all phases of the project lifecycle.

Test salesforce configuration and setup, test case development, performance and load testing, End to End testing, and functional/regression testing.

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

Implemented and maintained reports and dashboards.

Configured page layouts, field sets, workflows and record types.

Identified gaps between the business leads and standard application functionalities.

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

Environment: Saleforce.com platform, VersionOne, Record types, Reports, Dashboards, Email Marketing, MS Visio, Triggers, Sharing Rules, PowerPoint, Excel, Agile, Validation Rules, Messaging, Dashboards, Standard and Custom Objects.

Convergent Dental, Needham MA October 2015 – June 2017 Salesforce Business Analyst/ Administrator

The main objective is to face-lift the customer community and migrating salesforce chatter answers to chatter questions for community discussion board. Gathering requirements for developing an application where customers can find dentists near them and will get notification when they have a new doctor in their area.

Responsibilities:

Working with Director of Information Technology and business users, to understand the business requirements.

In charge of conducting the UAT with the Business users and gathering feedback and providing the same to the Development team.

Interacted with various business team members to gather the requirements and documented the requirements.

Lead technical requirement sessions to Identify client requirements

Developing and reviewing the test cases provided by the QA team and providing feedback.

Defined various Validation rules to validate the data in the application.

Customized Page Layouts for Salesforce.com Standard and Custom objects.

Created custom report types and generated report using the report types.

Development of email notifications using workflow rules, assignment rules, escalation rules for community moderators.

Development of multiple reports and dashboards to measure business critical success factors.

Provide training to end users on Salesforce.com functionality and updated business processes.

Perform testing including unit, acceptance, system and volume to ensure desired test results are achieved.

Environment: Saleforce.com platform, Record types, Reports, Dashboards, Email Marketing, MS Visio, Triggers, Sharing Rules, PowerPoint, Excel, Waterfall, Validation Rules, Messaging, Dashboards, Standard and Custom Objects.

Western Union, Newark NJ June 2014 – September 2015

Salesforce Business Analyst/ Administrator

Implemented real time chat application (Agent-CSR) for 'Western Union - Care'. Customized application was based on LiveAgent Rest API and now it is available for 7 regions, 261 countries and in 26 languages.

Responsibilities:

Developed, gathered and documented the business requirements.

Organized and validated the requirements and ensures that all are traceable and measurable. Gathered all the information on a salesforce app called Accelerator.

Implemented Sales cloud and incorporated the enhanced features as required to streamline the business process.

Designed and maintained user roles, security, profiles, workflows, approval processes, and validation rules.

Assisted in user acceptance testing (UAT) process including creating and validating UAT scripts and coordinating UAT process with users.

Designed customizations and configurations of SFDC objects, page layouts, document templates, data

fields, reports and dashboards according to the business need.

Designed escalation rules, automatic case generation and their escalation to call center representative, and generated email alerts for quick issue resolution.

Environment: MS Word, MS Excel, MS Visio, MS Project, Business Objects, Salesforce CRM, SFDC Accelerator, SFDC Milestone PM

PRA Health Sciences, Raleigh, NC July 2013 – June 2014

Salesforce Business Analyst/ Administrator

Worked with ‘PRA Health Sciences' Development team for dynamic CMS based 'InsidePRA' Project. Developing this to show information according to Categories, Locations and Departments of PRA International for 10,000+ users over 80+ countries.

Responsibilities:

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

Conducted brainstorming sessions with the development team to actively involve them during the requirements stage level analysis.

Worked towards preparation of requirements management plan, business and functional requirement documents.

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

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

Environment: Saleforce.com platform, Record types, Reports, Dashboards, Email, MS Visio, Triggers, Sharing Rules, PowerPoint, Excel, Waterfall, Validation Rules, Standard and Custom Objects

Dept. of Motor Vehicles, Delaware January 2012 – May 2013 Business Analyst/System Analyst

The main objective is to provide operational support to all DMV’s (Department of Motor Vehicles) in Delaware. Performing troubleshooting duties daily on in-house developed software and vendor supplied programs. Responsible for requirement gathering, designing, developing, testing, implementing and maintaining software applications using leading technologies. Provide maintenance of the computer desktop environment by analyzing

and resolving problems, installing hardware and software solutions, and supporting the Helpdesk. Responsible for end user support, license tracking, and performing PC maintenance, Patch deployment and configuration upgrades. Maintain Policy and Procedures for Service Delivery, Implementation of users’ accounts in specified software application. Inventory of all PCs and VMs

Responsibilities:

First point of contact for any DMV issues for the State of Delaware.

Implemented warehouse inventory project.

Worked with third party vendors like MorphoTrust to implement facial recognition capabilities at DMV

Miditech Pvt Ltd March 2008 – May 2009

Mumbai, India Business Analyst

To make a web site which will help customers get information about upcoming television shows produced and their telecast dates.

Responsibilities:

Performed requirement analysis by gathering both functional and non-functional requirements based on interaction with the process owners & SME's and document analysis.

Assisted the project manager/ lead in defining the project plan, charter, scope and timelines

Created Business Requirement Documents, System Requirements Specification, High-Level Design Document, and Functional Requirement (Technical) Documents according to the User requirements and uploaded the documents in Knowledge Link.

Conducted JAD sessions and baseline the user requirement specifications.

Worked with designers and developers for interpreting requirements, tracking the requirement status & timeline.

Used basic SQL queries to validate business rules and data mapping.

Environment: MS Visio, MS Office and MS Project, SQL Server 2008, .Net, Windows Operating System

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