Business Analyst Customer Service
Resume:
Harika Bhupatiraju
*********@*****.***
SUMMARY:
●7 years of experience as a Business Analyst and a Salesforce Administrator for major pharmaceutical, healthcare and life sciences clients to map out their existing Business Processes and providing system-based solutions that increase efficiency and reduce operating costs.
●Focused on gaining expertise in technology to support healthcare clients facilitating discovery sessions, development, testing and delivery in an Agile and Scrum environment.
●Expertise includes agile implementation, use cases prioritization, backlog management, sprint planning, impact assessment, requirement gathering, business process modelling and user trainings.
●Experienced in business processes for clinical trial management and medical information management for healthcare and pharmaceutical domains.
●Expertise in consulting, business analysis and handling cross functional teams for global agile implementation, conducting training demos for solution adoption, delivered multiple large-scale implementations.
●Working knowledge of Change Management and Release/Deployment management in ServiceNow.
●Used ServiceNow reporting to analyze and troubleshoot reports, ensuring data accuracy and timeliness.
●Familiar with GxP guidelines, interfaced with business owners and quality assurance organization to ensure that all the documents satisfied GxP and FDA requirements
●Functional consultant with a background in product implementation for various Life Sciences organizations. Has extensive experience on Salesforce and Veeva Vault projects.
●Certified Salesforce Administrator with strong knowledge in Salesforce administration and customization, Data Validation, Customer Service and Support Development team
●Hands on Experience in creating Custom Objects, Custom fields, Page layouts, Custom Tabs, Reports and various other components as per the client and application requirements.
●Possess comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management.
●Created page layouts, search layouts to organize fields, custom links, related lists, and other components on a record detail and edit pages.
●Implemented pick lists, dependent pick lists, lookups, junction objects, master detail relationships, validation and formula fields to the custom objects.
●Excellent communication and inter-personal skills, accustomed to working in both large and small team environments.
SKILLS:
Software / Products: JIRA, Service Cloud, Sales Cloud, ServiceNow, SFDC Data Loader, HP ALM, MS Visio, Veeva Vault, Confluence, Flosum, Zapier, Workato
Development Tools / Languages: SFDC Data Loader, SQL, eTMF Integration
General Tools: Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Visio, Tableau
PROFESSIONAL EXPERIENCE:
Sentara: Virginia, US(Remote)
Business Systems Analyst - Salesforce Oct 2022 - Present
Project: Quoting and Web Enrollment
●Responsible for support, execution and optimization of customer relationship management (CRM) applications, digital communication campaigns, electronic marketing programs, and applicable digital setup, execution and analysis of CRM marketing and sales programs
●Interacted with various business team members to gather the requirements and documented the requirements
●Primarily involved in developing prototype of the application as proof of concept for business team and as a guideline for the development team.
●Analyze the scope of requirements and document the requirements
●Participated in requirement gathering sessions
●In charge of conducting UAT with business users and gathering feedback and providing the same to development team
●Responsible for all the activities related to data loader, uploading data into salesforce platform
●Organized business and end user meetings for discovery, business needs gathering and gap analysis
●Responsible for collection of data, segmentation and analysis of applicable data, performance reports and other presentation requests for Corporate Social Responsibility, Foundations, Marketing, Communications and Government Affairs.
●Support the collection and management of CSR and other reports
●Serves as a subject matter expert for the Sentara Foundations Optima Health, grants managements, benefit tracking and database management.
●Recommend and implement best practices related to technology and streamlining workflows within the
department for a variety of community engagement strategies.
●Supports the digital consumer platform team at the system level with reporting, analysis of data and
implementation of software that supports daily operations
League: Chicago, US(Remote)
Business Analyst/Admin - Salesforce Sep 2021 – Oct 2022
Project: Virtual Health Care
League is a health benefits platform you can speak to healthcare professionals, receive personalized recommendations to manage your health needs, and engage with your health benefits - anywhere, anytime. League Virtual Health Care application helps users to connect with Care Team to get support for all the health benefits or seek expert advice on health topics.
Responsibilities:
●Functional SME for cross functional teams, managed requirement gathering and documentation, prepared contents for stakeholder approvals in the transition of rollout of Virtual Care application
●Translate stakeholder requirements into deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams.
●Managing user story grooming, gap analysis of existing processes, business process designs, documentation deliverables such as requirement specification, security matrix for user access, user guides.
●Gathering & analyzing functional and non-functional requirements, validating requirements with test cases and generating reports using tools such as Jira, Confluence, HP Quality Center, and Microsoft Excel
●Expert in generating and analyzing custom reports and dashboard for management and various business unit personnel to provide detail information on key performance indicators.
●Worked as part of a scrum team in an agile methodology with sprint cycles, daily stand ups and story implementation, large cross functional project and support teams.
●Acted as Product Owner to write user stories, refine the product backlog and answer questions
●Negotiate between business teams, technology teams, and support teams Manage project through status meetings, weekly reports, identifying risks, and tracking issues.
●Handled Change requests from client and delivered impact analysis for these requests for prioritization and decision making.
●Designed and delivered of training contents including training plan and the Training decks.
●Knowledgeable in configuring, administering ServiceNow application and not involving scripting
Deloitte Consulting: Hyderabad, Telangana, India
Senior Business Analyst Dec 2018-May 2021
Project: JUNO Therapeutics
Juno is a clinical-stage cell immunotherapy company focused on revolutionizing medicine by re-engaging the body's immune system to treat cancer.
Juno is developing cell-based cancer immunotherapies based on chimeric antigen receptor and high-affinity T cell receptor technologies to genetically engineer T cells to recognize and kill cancer. Our application is a Salesforce based application used for Patient and Treatment management.
Responsibilities:
●Managing user story grooming, gap analysis of existing processes, business process designs, documentation deliverables such as requirement specification, security matrix for user access, user guides.
●IT Service management experience in Service Catalog, Requirement Fulfilment, Incident Management, Change Management on ServiceNow platform and troubleshoot and triage technical issues.
●Create business requirements, create use case documents, create SBAR documents, create test case and manage project work cycles as a member of the core implementation team.
●Contribute to the development of training plans and materials.
●Experience gathering and documentation of requirements, acceptance criteria, and other artifacts using the SDLC application in ServiceNow.
●Experience creating/running, publishing/sharing report for different modules on ServiceNow.
●Worked closely with clients, technicians and managerial staff to deliver business solutions.
●Perform requirements gathering, write and manage highly complex requirements for large application development using ServiceNow.
●Hands-on experience in implementation of various IT processes on ServiceNow such as Incident and Problem management, Change Management, HR Catalog, Service Catalog, and other ServiceNow modules.
●Implemented and went Live with global deployment of full scale integrated clinical trial management system (CTMS), built out on the Salesforce platform.
●Our application replaces a multitude of legacy systems and in turn, launched a fully integrated cloud-based ecosystem that brings together clinical operations, trial disclosure, and medical research organizations to a single application.
●Designed an integrated issue-risk management solution with automated workflows. Additionally, implemented process driven trial data entry, establishing integrations with the data warehouse and electronic trial master file (eTMF) systems.
●Expert in generating and analyzing custom reports and dashboard for management and various business unit personnel to provide detail information on key performance indicators.
●Gathering & analyzing functional and non-functional requirements, validating requirements with test cases and generating reports using tools such as Jira, HP Quality Center, and Microsoft Excel
Deloitte Consulting: Hyderabad, Telangana, India
Senior Business Analyst April 2017-Nov 2018
Project: AbbVie Pharmaceuticals
US based leading research-driven pharmaceutical company, discovers, develops and markets both
pharmaceuticals and small molecule drugs.
TESLA is a Salesforce based application used for CTMS at AbbVie. The tool is also integrated with other external systems where clinical trials are partly managed. Our application replaces a multitude of legacy systems and in turn, launched a fully integrated cloud-based ecosystem that brings together clinical operations, trial disclosure and medical research organizations to a single application.
Responsibilities:
●Responsible for analyzing and documenting various business requirements. Designed visual aids for showcasing new process flows for stakeholders’ approval.
●Translate stakeholder requirements into deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams.
●Performed functional review of implemented functionalities to identify gaps and issues.
●Participated actively in the complete software development lifecycle including design, development, and testing
●Designed wireframes and prepared process flows for remodeled business processes.
●Managed client counterparts for validation protocol execution and approval processes.
●Execution of Regression Test Cases with HP QTP, Test Management in HP ALM.
●Involved in Manual Test Case design and execution, Defect Reporting and tracking.
Tata Consultancy Services: Hyderabad, Telangana, India
Business Analyst June 2016-Mar 2017
Project: Amgen – Biotechnology Company
Leading biotechnology company of world based out of US.
Replaced existing case management system with Salesforce.com based solution with multi lingual capabilities.
Involved integration with multiple case intake channels such as portal, fax, email and document repository such
as Veeva Vault for response management.
Responsibilities:
●Responsible for requirement gathering, fit gap analysis, functional design and scope of overall solution.
●Documented process description, functional specification documents, user stories and worked with key stakeholders for business approval.
●Generate dashboards, detail data analysis reports using Tableau.
●Involved in testing including functional, regression, user acceptance and integration.
EDUCATION:
Jawaharlal Nehru Technological University
Bachelor of Technology in Information Technology May 2016
CERTIFICATION:
Salesforce Certified Administrator (ADM 201)
Certified ScrumMaster (CSM)
Flosum Certified Professional
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