Bhanu M

Professional Summary:

•**+ years of overall professional IT experience in Salesforce.com CRM and Force.com platform and as Administrator and Business Analyst for various applications

•Good working experience in various capacities such as Salesforce Administrator and business analyst involved in various phases of entire project from requirement gathering, architecture development, implementation, training the end users

•Expert level skills in interacting with Business users & Product Owners to analyze and understand the Business Process requirements

•Strong understanding on CRM capabilities, limitations, and can clearly communicate those to customers

•Worked extensively on building Apps visually with Lightning App Builder and Lightning Components

•Worked extensively on various salesforce.com standard objects like Accounts, Contacts, opportunities, Products, Price books, Cases, Leads, Campaigns, Reports and Dashboards

•Good expose on Apex classes, triggers and visual force pages and able to design solutions based on salesforce out of the box Vs Custom code

•Release Management (Managing different Salesforce instances and Releases) and involved in Data Migration and Deployment activities

•Experience in creating Roles, Profiles, Email Services, Page Layouts Process builders and Workflow Alerts/Actions/Approvals

•Worked on Customization, Workflows, Data Validation, Sales, Marketing, Customer Service and Support Administration

•Day-2-day interactions with Core business stakeholders, technical teams from other vendors to gather

requirements and to discuss the solutions

•Good Knowledge on Salesforce packages and Lightning experience

•Experience in data migration using Import wizard, Apex Data Loader

•Experience in analyzing business requirements, Entity Relationship diagram and implementing them to Salesforce custom objects, Junction objects, master-detail relationships, lookup relationships

•Expertise knowledge with Product Configuration, Quoting, with links to automate pipeline forecasting, Complex Pricing & Discounting, Approval Workflow, Proposal Generation

•Expert in implementing security and sharing rules at object, field, and record level for different users

•Excellent team player with Interpersonal, Communicational, Organizational and Project Management skills

•Developed and worked on different Salesforce.com environments such as Sandbox and Production environments

• Made enhancements to Apttus CPQ (Configure Price Quote) tool, shopping cart by adding new fields

•Run batches in order provided to project changes by following the instructions provided by Apttus.

•Involved in Project User stories grooming sessions and Sprint Planning sessions, Involved in developing spike design respective to user stories, Issue Fix in all sandbox environments & Production

Support.

Technical skills:

Salesforce.com Administration:

Workflow Rules, Approval Process, Process Builders, Reports, Dashboards, Validation Rules, Apttus CPQ, Quoting, Pricing, Users, Roles and Profiles Deployments (Change sets), Sandbox Refreshments, Apex Data Loader, Import Wizards, Packages, Custom Apps, Custom Labels, Portals (Customer and partner), Sharing Settings, Communication Templates, X-Author word Templates

Tools/Utilities:

Eclipse, Force.com IDE, Workbench, Copado, Jenkins, Gearset, Flosum, Source tree, SOQL Explorer, ANT Migration tool, GITHUB.

Databases:

AWS, MS SQL Server 200x, Oracle 11g.

Other Tools:

MS Office Suite, MS Excel, MS Visio

Professional Experience:

Client: Magellan Health, Phoenix, AZ Jun 2022- Present

Role: Salesforce Administrator

Responsibilities:

•Acting as the Salesforce CRM functional subject matter expert and functional-technical liaison between Business and IT

•Administer various tools supporting Release Management including Source Control, Continuous Integration, and Change Management

•Create and enhance functions and assist with customizations in Salesforce (along with IQVIA partner). E.g., to create custom fields, workflows, process builders

•Maintain, enhance and create workflows, functions, process flows and configurations within the Salesforce.com environment.

•Involved in data analysis and file imports, bulk data updates using data loader or workbench internally and the data received from different vendors.

•Involved in ongoing data / report automation requirements between Salesforce and Data Warehouse

•Involved in ongoing business requirements gathering for Field Medical (MSL, DEL) and Commercial (PACE, Payor/Market Access, Sales)

•Involved in International Requirements and enhancement projects and Ex-US efforts which will eventually result in several project work streams

•Working with selected Patient Cloud platform (initial assessment in progress). Ex: Health Cloud

•Gathering Business requirements by organizing and managing meetings between clients, third party vendors, development teams and analysts on a scheduled basis

•Administered, configured, and maintained Salesforce.com application user profiles, roles, assigning permission, generating security tokens, validation Rules, permissions sets and configurations within Salesforce.com

•Involved in CI/CD with COPADO

•Worked on tools like ANT, Change sets, Gitlab, Gitbash, Jenkins

•Involved in complete deployment process for creating change sets, deploying and served as QA for testing the code in different sandboxes and in different phases of the project.

Environment: Saleforce.com CRM, Force.com platform, Apex Classes, Chatter, Visual force Pages, Controllers, Lightning Component, Marketing cloud, Wave analytics, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Workbench, Security Controls, Force.com, WSDL, SOAP/REST, Agile, Sandbox and Production environment.

Client: Citizens Insurance Jacksonville, FL. Jan 2021 - May 2022

Role: Salesforce Admin

Responsibilities:

•Working as Salesforce/Veeva CRM Business Analyst/ Admin and responsible for managing both Salesforce and Veeva CRM application on Commercial group.

•Administrated and monitored the company’s Salesforce CRM application.

•Created the workflows for automated lead routing, lead escalation and email alert.

Created Profiles, Roles based on Organization role hierarchy and implemented Record-Level and Field-Level security and configured their sharing settings.

•Involved in entire life cycle of Salesforce implementation including business requirements gathering; documenting the business requirements; analyzing and proposing business process compliant solutions.

•Gathering Business requirements by organizing and managing meetings between clients, third party vendors, development teams and analysts on a scheduled basis

•Performing requirement analysis by gathering both Functional and Non-Functional Requirements based on interactions with the Business users to collect the Business Requirements, Processes and the Data Requirements for CRM implementation

•Worked on Territory management in partnership with Veeva in regard to assignment of Territories based on Address and Zip codes

•Ownership in creating and assigning user stories in JIRA and acting as a liaison between Business and IT to discuss the customizations and enhancements related to Salesforce.com and Veeva CRM

•Handled Configuration changes like Workflows, validation rules, Process builder, sharing settings, Approval processes, User support, Create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions

•Responsible for end-end testing during the migration from classic to Lightning

•Responsible for implementing security and sharing rules at object, field, and record level for different users at different levels of organization

•Created various profiles and configured permissions/settings based on the organizational hierarchy.

•Worked on Territory alignment, Cycle plans, Call recording, Key messages, Product Catalog, Multichannel activities on Veeva CRM

•Responsible for creating Salesforce Reports and Dashboards as per the Business requirements

•Experience in Analyzing data working on MS Excel using different functions during Data clean-up process.

•Maintained data cleanliness and accuracy by adding custom validation rules and custom formulas.

•Defect’s fix, reporting and defect management in Jira.

Environment: Saleforce.com platform, Veeva CRM, Lightning, Apex Language, Visualforce (Pages, Component &Controllers), Salesforce.com Data Loader, Workbench, Service Cloud, Integration, Apttus CPQ, HTML 5, CSS, Web Services, WSDL, SOAP/REST, Agile, Sandbox and Production environment.

Client: Gentiva Health, Atlanta, GA Mar 2018- Dec 2020

Role: Salesforce Business Analyst

Responsibilities:

•Gathered Business and Functional Requirements (BRD, FRD), during JAD sessions interacted with the stakeholders, developers, Project Manager and SME's to formulate Business Processes.

•Worked closely with the Project manager in executing the project in timely manner.

•Administer full implementation of Salesforce. Facilitated weekly meetings with management to ensure the system continues to meet business needs and discuss required enhancements.

•Maintain, enhance and create workflows, functions and configurations within the Salesforce.com environment.

•Administered, configured, and maintained Salesforce.com application user profiles, roles, assigning permission, generating security tokens, validation Rule, upgrade installation.

•Worked with Data loader and Workbench to upload/insert and modify the Accounts and contact information as a part of project release.

•Involved in complete deployment process for creating change sets and served as QA for testing the code in different sandboxes and in different phases of the project.

•Worked in Cross Functional team environment, served as a liaison between SME's, Project Manager, and stakeholders to ensure accuracy in the SFDC implementation and other business requirement.

•Other duties included on-board / off-board users, develop ad-hoc report/dashboards, manage projects, user management, security controls, and data migrations, enhance CRM fields, objects, page layouts, and guide users on best practices.

•Determined and documented the As-Is and the To-Be (future) business process flows.

•Performed systems development life cycle (SDLC) tasks required to support, Java remediation project objectives.

•Conducted Business Demos, UATs and functional walkthroughs.

•Support all aspects of User Acceptance Testing for BAU, vendor, and funded releases or initiatives to ensure testing is completed.

•Created detailed documentation to on-board team to Salesforce and to make it more efficient, automated and highly customizable based on the needs of the business users.

•Creating application to maintain the details of the product from demand phase to production phase.

•Coordinated business process review meetings with multiple teams to establish standard workflow processes.

•Designed, Implemented and developed the Custom Objects, Page Layouts, Custom Tabs, and Components to suit to the needs of the application.

•Created various Profiles, Roles, and Page Layouts and configured the Permissions based on the Organization hierarchy requirements.

•Coordinated with QA team to fix the defects.

Environment: Saleforce.com CRM, Force.com platform, Apex Classes, Chatter, Visual force Pages, Controllers, Lightning Component, Marketing cloud, Wave analytics, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Workbench, Security Controls, Force.com

Client: FedEx, Memphis, TN Feb 2017- Feb 2018

Role: Salesforce Admin/Business Analyst

Responsibilities:

•Worked as Salesforce Administrator/Business Analyst and involved in managing the application.

•Involved in complete SDLC life cycle of the project i.e., Planning, Requirement gathering, developing, testing and deploying.

•Served as a liaison between IT and Business to gather the business requirements, document and translating it into Functional Specifications.

•Gathered Business requirements by organizing and managing meetings between clients, third party vendors, development teams and analysts on a scheduled basis

•Performed Requirement Analysis by gathering both Functional and Non-Functional Requirements based on interactions with the Business User team to collect the Business Requirements, Processes and the Data Requirements for CRM implementation.

•Created custom Entity Relationship data model based on the provided business requirements and integrated it with the Standard Salesforce Objects.

•Worked on Sales cloud and involved in Opportunity management

•Developed questionnaires and interviewed application users.

•Coordinated business process review meetings with multiple teams to establish standard workflow processes

•Worked under Agile methodology to achieve high performance and involved in Sprint review meetings, mid sprint meetings, Sprint demos and PI planning meetings.

•Responsible for demoing the tasks done by the end of each sprint in Sprint demos.

•Experience on Salesforce modules objects like Campaigns Management, Leads and Opportunities

•Designed, Implemented and developed the Custom Objects, Page Layouts, Custom Tabs, and Components to suit to the needs of the application.

•Worked on various salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunity, Forecast, Cases, Reports and Dashboards.

•Created Workflow Rules to automate Tasks, Email Alerts, Field Updates, time-dependent actions.

•Created email templates and inbound emails using Visual force for the clients and customers.

•Maintained data cleanliness and accuracy by adding custom validation rules, custom formulas, reports and dashboards.

•Created Consumer and Partner portals using communities and configuring it for enhanced business perspectives and worked with trigger and Trigger handler frameworks.

•Created various Profiles, Roles, and Page Layouts and configured the Permissions based on the Organization hierarchy requirements.

Environment: Saleforce.com CRM, Force.com platform, Lightning Component, Custom Objects, Custom Tabs, Email Services, Workflow & Approvals, Reports, Workbench, Web Services API, Security Controls, Force.com IDE, Windows.

Client: Equinox, India July 2013-Jan 2017

Role: Business Analyst

•Gathering requirements and analyzed the requirements for Corporate Internet Banking application

•Analyzed operating procedures and policies on an ongoing basis and recommend and implement improvement plans where appropriate.

•Worked on UML diagrams such as activity and other flows to document and present to business users using MS Visio.

•Prepared High-Level Logical Data Models and BRD’s (Business Requirement Documents) supporting documents containing the essential business elements, detailed definitions, and descriptions of the relationships between the actors to analyze and document business data requirements.

•Helped the business to articulate and prioritize their ideas and created UML-based feasibility studies and Use Case Models to communicate those ideas to the developers.

•Worked on Live issues dealing with Live customers for financial assistance issues

•Involved in creating Business Flow Diagrams, Dataflow diagrams, UML Activity diagrams, Sequence diagrams, and USE cases diagrams using MS VISIO

Environment: MS Excel, MS Visio, SQL Server, UML, MS Project, UML, JIRA, Test Director, Team Site Content Management Tool, Finacle

Education: Master of Computer Application, JNTU, India

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