Sr Salesforce Business Analyst

Rahul Agirichetty

Sr SFDC Business Analyst/ Product Owner

Email.ID: *****.******@*****.***

Phone : +1-949-***-****

Summary:

About 8 years of Salesforce Business Analysis experience for healthcare, life sciences and telecommunications business domains.

Expert in Business Relations and Project Management

Strong experience with different project methodologies including Agile, Scrum Methodology and every phase of SDLC

Expertise in Project Management tools specially JIRA or HPALM.

Proficient in IT Roadmap Definition, IT Roadmap Delivery and Program Governance and increasing Operational Efficiency

Proficient in creating System Requirement Specification (SRS), Business Requirement Doc. (BRD), and Functional Requirement Doc. (FRD), Sprints, Epics, JIRA user stories and acceptance criterion.

Expertise in Change Management, Release Management, Issue Management, Problem Management, Incident Management

Expertise in Production Support and resolving any user facing, user reported issues.

Expertise in taking project from ideas to requirements to closure, proficiency in all phases of Software lifecycle.

Successfully executed implementation for clients managing Scope study, Planning, Gap Analysis, Design, Configuration, and User Training to go live post go-live support in various projects.

Good Technical/Functional Knowledge of SFDC CRM/PRM and experience in Administration setup -Manage Users, security controls, data management, validation, customization, and configuration.

Experience in Designing, developing & managing robust and loosely coupled integration layers using Mule Anypoint Studio, Data weave, Cloud hub, API design center, API gateway, Dedicated Load balancer, and Developer portal.

Hands-on Experience in using Mule Connectors like FTP, FILE, SFTP, SMTP, Salesforce, etc. as part of Integration Usage.

Analyzed business requirements, and Entity Relationship diagrams and implemented them to Salesforce objects, master-detail relationships, and look-up relationships.

Experience in supporting data migration projects for new system launches.

Expertise working on custom objects, custom fields, Pick lists, role-based page layouts, Workflow Alerts and Actions, and Approval Workflow, Validation Rules, Approval Processes, custom Tabs, custom reports, report folders, report extractions to various formats, Snapshots, Dashboards, and Email generation according to application requirements.

Skilled in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, and Campaigns as per client’s need.

Expert in generating and analyzing custom reports and dashboards for management and various business unit personnel to provide detailed information on key performance indicators.

Experience in Sales Force Testing and Administration spanning all facets of package software and SaaS application implementation. Supported test planning, test execution and championed user acceptance for several projects.

Proficient in Case Management using assignment, escalation, workflow rules, and actions.

Analyzed & fixed open & pending defects in QA & UAT environments and assisted in Post–Production support by resolving all high-priority issues faster.

Experienced in gathering & documenting test Scenarios, workshops, JAD sessions with clients, developers, QA, and ability to train users to translate technical requirements to a business audience.

Hands-on experience on ESB Architecture – MULE ESB and Service Oriented Architecture (SOA) Middleware Integration platforms.

Hands-on experience developing RAML-based RESTFUL APIs and deploying them to Cloud hub with SSL/TLS and other security policies.

Having a wide experience with Workflow Management and Batch Processing.

Very Good experience in integrating Legacy Applications with Salesforce.

Extensive experience on Any Point Studio 6. x, 7. X, and Any point MQ, ActiveMQ, and JMS messaging services with different topologies in Enterprise Integration.

Experience in writing ANT, Maven build scripts, providing logging facility using Log4j, Writing Junit, Munit test cases, and using JMeter for performance testing. Also well versed with CI/CD methodologies and deployment tools like ANT, Jenkins, Open shift, Kubernetes, Container orchestration methodologies, etc.

Extensive experience working in HIPPA and GXP compliant environments handling State owned EDMS.

Good communication with interpersonal skills, cooperative and result-oriented consultant, quickly adapt to new environments & technologies and work independently with minimal supervision and perform as part of a team with analytical and problem-solving skills.

Technical Skills:

Salesforce Technologies

Flows, Apex Triggers, Classes, LWC, Visual force, Validation rules, Flows, Process Builder, Sandbox development & testing, Data Loader.

Re. gathering Tools

JIRA, HPALM, Excel, Enterprise Architect, ServiceNow etc.

Languages

Apex, SQL, SOQL, C++, Visual Basics, Salesforce Admin.

Operating systems

Windows, Linux, macOS.

Methodologies

Agile, SCRUM, RUP, Waterfall, UML

Databases

Oracle, SQL server & MongoDB

Web Technologies

XML, JSON, HTML, CSS XSLT, XSD, SOAP UI, Postman

MS Office

Visio, Excel, Word, Access, Outlook, and PowerPoint.

Other Software's

Power BI, Tableau, Workbench, Salesforce Inspector, TOAD, SQL Developer, SOAP UI, Postman, Any point Studio, Jenkins, Maven, GITHUB, HPUFT, HP ALM, JIRA, putty, MS Office, ChatGPT, MS Co-Pilot etc.

Professional Experience:

Client: Abbott Point of Care Sep 2022 – Sept 2024

Role: Sr Salesforce Business Systems Analyst/ Product Owner – Global Commercial Excellence Princeton, NJ

Systems Analyst for Abbott Point of Care CRM using Salesforce Sales Cloud supporting a Global team with users from 100+ countries supporting different functions like Sales, Marketing, Service, Support, Administration, Customer Solutions, Customer Success, Quality, Clinical Trials, etc

Responsibilities:

Responsible for working closely with Abbott Point of Care to develop and maintain comprehensive Business roadmaps, prioritization of projects, Stakeholder Management, Project and Change Management.

Champion in Commercial Specialization supporting intensively the fields of Sales and Marketing – Supported developing world class strategies and their implementation.

Responsible for compliance with applicable Corporate and Divisional Policies and procedures. Consulting toward business process owners on tools and solutions for Quality and Regulatory systems.

Collected business requirements and assist in evaluating best solutions that support the global & regional commercial needs for the Salesforce CRM platform.

Closely collaborated with other disciplines like corporate IT, Engineering, Sales leaders, Marketing leaders, Customer Service, Customer experience, and other business process owners to find out and solve their most challenging problems. Influence and partner with business leaders (Sales Directors, Regional Commercial Directors, Marketing Directors, Implementation Specialists, Customer Support director, Quality and Regulatory) to manage, align and maximize ROI

Expertise in all Business Analyst functions to support the entirety of Software Life Cycle. Responsible for requirement gathering, writing JIRA user stories and acceptance criterion, workflow diagrams, Test Planning support, Test Plan sign offs, conducting Demos with Architect and respective stakeholders, Test Results review, User Acceptance Testing, deployment sign offs, etc. Heavily involved in Release Planning and Release Management to align with roadmap delivery.

Involved in Data migration and User acceptance testing (developed test scripts and validated test results from different SMEs serving different functions for feedback analysis) for full system roll out.

Expertise in Business Relationships – Proficient in fostering effective relationships with different stakeholders by providing them best solutions to their most challenging problems and served as a key player in driving organizational change and success. Manage conflict, Prioritize, negotiate with and converge Business and IT stakeholders.

Built Training Guides for all new features, Release Guides for all releases to Train different Salesforce users to promote Salesforce Effectiveness. Proficient in building in-app guidances post releases for effective feature roll out.

Responsible for sending out weekly Salesforce newsletter to further promote Salesforce Effectiveness and adoption.

Extensively involved in Production Support – Triage all salesforce cases, prioritize, solve any issues/ problems reported by users

Involved in creating PowerBI dashboards for effective data visualization.

Facilitated many projects involving Territory Management, Forecasting, Opportunity Management, Case/Lead assignments, CPQ, reports/dashboards building.

Worked with Marketing cloud team to define integration metrics, worked with Marketing and Sales leaders to define Campaign strategies, automated emails to implement in SFDC marketing cloud.

Worked on Partner Portal implementation for our Distributors, Managed the Partner Portal users Profiles, Roles, Permission sets, Page Layouts, Validation rules, etc and built Dashboards in PBI to monitor several Partner related KPIs. Also was involved in creating Partner specific training materials so partners who have access can effectively utilize its features.

Extensively responsible for performing data analytics to drive strategy and gain market competitive intelligence.

Responsible for conducting weekly Office hours sessions – where users from different countries and functions would have their problems solved, questions answered and gain business insights.

Environment: Salesforce, PBI, JIRA, SharePoint, Postman, Salesforce Inspector, Workbench, Salesforce data loaders, MS Office, SAS.

Client: Abbott Diabetics Care Sep 2021 – July 2022

Role: Salesforce IT BRM/ Project Manager/ Sr Business Analyst Alameda, CA

Supported US Abbott Diabetes Care Call center leveraging Salesforce Service Cloud/ Marketing Cloud

Responsibilities:

Responsible for working closely with Abbott Diabetes Care (ADC) Quality and Regulatory business partners to develop and maintain comprehensive Quality and Regulatory IT roadmaps and prioritization of projects.

Champion in the field of customer experience.

Responsible for compliance with applicable Corporate and Divisional Policies and procedures. Consulting toward business process owners on tools and solutions for Quality and Regulatory systems.

Expertise in working with contact centers leveraging CTI/IVR.

Closely collaborate with other disciplines like corporate IT, Engineering, marketing, Customer Service, Customer experience, and business process owners in the BU. Influence and partner with business leaders (Manager, Director) to manage and align the IT portfolio.

Contributed to the business unit strategy and translated business strategy into an aligned IT strategy and portfolio of programs, projects, and applications.

Championed change and innovation. Stimulated creativity and innovation in others. Opened everyone to new ideas. Supported those who initiate change and take risks.

Managed initiatives that span virtual teams across the world and cross cultures. Resolved issues raised to the governance committees of projects and ensure projects stay in scope.

Building and maintaining expertise on the IT portfolio for Abbott Diabetes Care globally. Proactively reviewed business processes

Served as BA Lead - elicited, analyzed, and documented business requirements; identified alternative solutions, assessed feasibility, and made recommendations typically seeking to exploit and leverage new or existing IT technology components or suggest cost effective solutions to solve ongoing problems. Involved in documenting and creating relevant deliverables.

Constant awareness of corporate IT standards, technology trends, evolving regulatory requirements, and their applicability to the business process and IT portfolio, and influenced the IT stakeholders and partners in addressing these evolutions most efficiently.

Manage conflict, Prioritize, and Negotiate with Business and IT stakeholders

Served as QA Lead – Involved in Test planning, signoffs, Test Results reviews and sign offs and deployment sign offs.

Conducted UAT with SFDC and other systems product owners to gain acceptance for several change requests.

Involved in creating Tableau integration with Salesforce and creating data extracts and dashboards.

Extensively involved in managing requests from business owners, and call center strategic managers and providing reports, dashboards, and ad-hoc activities necessary.

Worked on Integrating Salesforce Marketing Cloud to Salesforce Service Cloud, building custom app for Marketing Cloud Engagement

Worked to create automated email templates, Customer journeys using Journey builder and also worked with marketing director to build reports and dashboads to analyze data returned post Campaigning

Worked on Email triggers, worked on prod tickets to schedule Campaigns, and also user training of SFMC marketing cloud users.

Involved in Onboarding the SFDC system into Business and Technology Services Landscape- Which involved system reclassification and restructuring of all SDLC deliverables.

Environment: Salesforce, Tableau, SharePoint, m Files, Java, Postman, SOAP UI, JIRA, MS Office.

Client: Optum Insight Oct 2019 – July 2021

Role: Sr Business Analyst/ API developer Eden Prairie, MN

Headed Maintenance and Operations team for WY Medicaid, Developed several microservices, Implemented CRM(Salesforce Service Cloud) for different state Medicaids

Responsibilities:

Involved in Requirements gathering, analysis, design, development, testing, and Maintenance phases of several Applications. Implemented the project in agile methodologies – sprint & scrum.

Worked in an Agile environment and attended daily standup calls with Scrum Master and Product team to discuss Day to day activities.

Performed multiple user story refinement sessions with the Business Stakeholders for regular enhancements.

Involved in daily activities like creating user stories assigned to the Product teams, changing status as ready for deployment, and provided hours estimation for each story level.

Conducted the weekly Backlog grooming meeting with the product teams for User story refinements and prioritization of work in backlog (Business value score/story points/Expected delivery date).

Developed RESTFUL APIs/SOAP web services in Mule ESB based on SOA architecture for transferring data between different applications.

Exposure to various latest features of salesforce like role-hierarchies, sharing rules, Permission Sets to give user-specific permissions, content management, documents, and libraries.

Worked in Case Management by creating record types specific to the user groups, assignment rules, escalation rules, case templates, workflow rules, and actions.

Performed data validation testing for standard objects such as Accounts, Contacts for Account Contact Management, and custom objects.

Tested and delivered high-value business solutions like File processing, Data validations, Pricing reconciliation, Business Planning, Forecasting, and Licensing for our end customers and business stakeholders.

Experience in MuleSoft Any point API platform on designing and implementing Mule APIs

Worked closely with Data Power and Middleware Team to validate heavy SAP integration for sales Order process and verified logs in Splunk in case the order is not processed.

Co-ordinate with global users and business stakeholders for end-user testing scenarios based on defined acceptance criteria.

Participated in the SIT and UAT sessions with Business Users and Stakeholders to validate Migration changes and get signoff approval to push the changes to production.

Acts as Subject Matter Expert for user questions about the digital product features and capabilities that are in production.

Active participation in the Retrospectives meetings with the Product team, SOs, BPOs, and the Scrum Master.

Working with the Release team and ensuring all the documentation is ready to release for production deployment.

Strong experience on various Mule connectors/adapters, developing API, API management, and developing services on Cloud Hub.

Created Mule ESB artifact and configured the Mule config files and deployed.

Utilized integration technologies such as HTTP, XML/XSLT, JMS, JDBC, REST, SOAP, Web Services, and APIs to develop the customer needs.

Implemented flows for salesforce outbound / inbound calls and business processes.

Integration of Mule ESB system while utilizing MQ Series, HTTP, File system, and SFTP transport.

Extensively used Mule components that include HTTP, File, SMTP, FTP, SFTP, and File.

Working knowledge of API management using Anypoint API management tools.

Used Mule Data Mapper, Custom transformers for mapping flat file structures to Salesforce interface structures.

Utilized custom logging framework for Mule ESB application.

Used MULE ESB as an integration platform for developing the application which is based on SOA architecture.

Used various transformers in Mule ESB based on the use case and implemented the custom transformations.

Involved in converting data formats such as XML, CSV, EDI, and JSON.

Developed Restful web services using JAX-RS and CXF tool.

Experience in Mule ESB services with synchronous and asynchronous processing strategy in mule flows.

Expertise in Maven to package the applications and add dependencies.

Deployed web services are tested using POSTMAN, SOAP UI tool.

Involved in unit testing using JUNIT, Integration testing, and system testing.

Used ANT tool to build & deploy applications to the server.

Strong knowledge and hands-on experience in documenting and designing RESTful APIs as per RAML specifications.

Developed a new application that connects to the client database and retrieves all the records and processes to the SAP system.

Extensively used data weave expressions for transformations in Data weave.

Environment: MS Office, Enterprise Architect, Salesforce, Java, Mule ESB Runtime 3.7.x, Web services, Oracle OMS, Any point Studio 6.4.x, SOAP UI, Postman, Cloud Hub, Oracle DB, Maven, and Bitbucket.

Client: DXC Technology Feb 2018 – Oct 2019

Role: Salesforce Business Analyst/ Testing Automation Nashville, TN

Supported Tenncare medicaid business processes enhancing healthcare access and delivery. Worked on implementing and maintaining CRM (Salesforce Service Cloud) and implemented the Tenncare Medicaid Eligibility Determination System

Responsibilities:

Act as a liaison between business units and the IT organization. Facilitate presentations related to business processes, and assist clients with implementation planning, fit analysis, configuration, and rollout and post-implementation support.

Worked on Agile and Scrum Methodology for Salesforce custom app implementation.

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

Reviewing the test cases provided by the QA team and providing feedback.

Worked in HIPPA and ISO compliant environment and supported the implementation of Tenncare Medicaid Eligibility Determination system.

Led the implementation and configuration of EDMS solutions, ensuring seamless integration with existing systems. Provided ongoing technical support and troubleshooting for EDMS-related issues, ensuring minimal downtime.

Lead short and long-term planning sessions with customers to improve business processes and gather the business requirements from the business team and users. Writing the functional specification document (FRS/FRD) based on the business requirement document.

Provide quality requirements that meet the needs of the Business requests and ensure that they are accurate and complete requirements to support on-time and on-budget project delivery.

Helped manage risk analysis and mitigation plans, status reports, and client presentations; prepared business process models defined milestone deliverables and established critical success factors.

Developed use cases, workflow, screen mock-ups, and conversion requirements. Conducted risk engineering to derive and execute action plans on time.

Prepared the use cases, test scenarios, and test data for the Salesforce-to-Salesforce connection established.

Performed weekly Backlog grooming meetings with business stakeholders to discuss upcoming stories and add business value to each story to plan for a future sprint.

Possess a comprehensive understanding of CRM business processes like Campaign Management, Lead Management, Account Management, Case Management, Quote, Forecasting, and Call Center.

Skilled in customizing standard objects like Accounts, Contacts, Opportunities, Products, Price books, Cases, Leads, and Campaigns as per client’s need.

Created various Reports and Report folders to assist managers in better utilizing Salesforce as a sales tool and configured various Reports for different user profiles based on the needs of the organization.

Prepared business process models: used Visio to create use case diagrams

Worked with various salesforce.com objects like Accounts, Contacts, Leads, Opportunities, Reports, and Dashboards.

Involved in preparing Automation Test Scripts using HPUFT and Webservices test suites using SOAP UI and Postman.

Used the sandbox for testing and migrated the code to the deployment instance after testing.

Highly used data loader and Informatica on-demand tool to integrate Salesforce with other legacy systems.

Conducted UAT meetings and provided Test Data for User Acceptance Testing (UAT) for Business user’s validation.

Attended Daily stand-up meetings to update the progress of the testing effort and discuss open issues in JIRA to be resolved.

Monitored the activities like Insert, Update, Upset, Delete, and Export using Apex Data loader.

Data integration/migration between Salesforce objects and multiple back-end systems.

Experience in Sales Force Testing and Administration spanning all facets of package software and SaaS application implementation.

Participated in Weekly Project status meetings Communicated to executive management on project status and overall project progress.

Client: AT&T Feb 2017 – Jan 2018

Role: Salesforce Business Analyst St Louis, MO

Responsibilities:

Liaised with business and functional owner during risk engineering and high-level review sessions to derive and execute action plans, meeting deadlines and standards.

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

Prepared the Business Use cases (BUC), BRD, System Requirements Document (SRD), Functional Requirements Specifications(FRS), for PRISM2.0 application i.e., Financial Module (Estimates, Financial Analysis & Finance Administration) and Application Module (Work Initiation).

Involved review and approval meetings for High level and Detailed (HLD) Design documents, Detail Design (DD) documents, and Application Interface Design (AID) Documents related to Presentation, Business, and Database layers.

Ensured all artifacts complied with corporate SDLC Policies and guidelines.

Prioritized outstanding defects and system problems, ensuring accuracy and deadlines were met.

Performed GAP analysis of business rules, business and system process flows, user administration, and requirements.

Involved in change request meetings to understand the development changes for each fix and provided hours estimation for upcoming changes.

Developed a use case with UML for new product functionality and updated SOPs and WIs.

Updated System Change Request (SCR) forms for Product Data Management (PDM).

Traced test cases and functional specifications to SSRs and BPRs using DOORS.

Validated technical designs created by IT developers against functional specifications.

Worked with the QA team to design test plans and test cases for User Acceptance Testing (UAT).

Coordinated work plans between the project manager and client using MS Project.

Attended end client review and approval meetings on Business Use cases (BUC) and System

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