Systems Analyst Business
Resume:
Sofia Sultana
****************@*****.***
linkedin.com/in/sofia-sultana-26008b171
An experienced Business Systems Analyst with over 7 years of expertise in analyzing business requirements, creating process flows and functional Documents, and orchestrating efficient solutions on CRM, ERP, Java, and Legacy projects. Expert in collaborating with stakeholders to translate business needs into actionable plans, ensuring alignment with organizational objectives.
Business Requirement Gathering & Analysis:
Proven capabilities in product structuring, designing, delivery & executing processes by developing and implementing Strategic, Operational & Tactical plans to establish unassailable projects.
Prototyping, pilots, trials, defining, testing, and refining the go-to-market strategy for program-specific and internal bridging the gap with the execution teams.
Business Analysis, documentation & digital communication:
oBusiness Requirements Documents (BRDs) Requirements Traceability Matrix (RTM) PLM Integration
oSystem Requirement Specifications (SRS) Functional Specifications Use Cases & User Stories
oBusiness Process Modelling (BPMN, UML) Process Flows & Workflow Optimization
oAnalyzed, documented, and optimized digital communication workflows including email automation, SMS campaigns, and real-time notification systems.
Led the implementation of digital communication platforms such as Microsoft Teams and Slack to streamline customer and internal messaging.
Collaborated with cross-functional teams to integrate digital communication systems with CRM platforms like Salesforce, ensuring seamless data flow and improved customer engagement.
Conducted gap analysis and requirements gathering for transitioning from legacy communication systems to cloud-based digital messaging solutions.
Evaluated and recommended digital comm tools based on system performance, security, scalability, and user needs.
Salesforce CRM Implementation & Optimization:
Spearheaded the implementation of Salesforce projects by working closely with cross-functional teams to define scope, business processes, and technical specifications on Sales, Service, Commerce, Health, and Experience clouds.
Led Salesforce Commerce Cloud implementations for e-commerce clients in retail and B2B sectors.
Experience in security and sharing model, SSO, Salesforce configuration, and desktop/mobile integrations.
Experience in installing and evaluating the AppExchange application under the Salesforce.com platform.
Worked closely with healthcare providers and stakeholders (Federal/State clients) to ensure the solution met industry-specific compliance standards, including HIPAA, and optimized care workflows on the health cloud project.
ERP System Implementation & Customization:
Supported finance-related operations such as procurement documentation, expense tracking, and reporting prep.
Led and reviewed the negotiation and execution of MSAs, SOWs, and other customer and vendor agreements in collaboration with internal stakeholders and external legal teams.
Worked with technical teams to configure modules (finance, inventory, procurement) and customized ERP functionalities to improve process efficiencies.
Stakeholder Collaboration & Communication:
Conducted thorough workshops and stakeholder interviews to gather functional and non-functional requirements for CRM, ERP, Java, and custom-built applications.
Facilitated meetings, workshops, and reviews with stakeholders to ensure continuous alignment and project success.
Data Migration & Reporting:
Assisted in data migration efforts for CRM, ERP, and custom applications, ensuring a smooth transition from legacy systems and data integrity.
Developed custom reports and dashboards using reporting tools, enabling stakeholders to make data-driven decisions.
User Acceptance Testing (UAT) & Training:
Coordinated UAT with stakeholders, ensuring all functionalities met business requirements before going live.
Developed training materials and conducted training sessions for end-users to ensure smooth adoption.
Release Management:
Managed diff. instances & Releases, involved in Data Migration & Deployments
Partner with teams to identify and implement cross-functional process improvements to enhance efficiency and reduce operational risk.
Perform activities on testing, performance, system updates, releases, and security requirements.
Post-Implementation Support & Continuous Improvement:
Provided ongoing support post-implementation, collecting feedback, identifying areas for improvement, and ensuring systems remained aligned with evolving business needs.
Served as the central point of contact for internal teams on inquiries to contractual terms and operational compliance.
Collaborated with the Customer Success team to respond to customer questions surrounding renewal provisions.
Skill Set
Technologies
Salesforce, MuleSoft, SAP, Java, SQL
Tools
ADO, Jira, Confluence, Miro, Visio, Lucid chart, MuleSoft, Workbench, Workday, DocuSign, Power BI
Methodologies:
Agile, Scrum, Waterfall, TDD, SAFe
Defect Tracking
JIRA, Bugzilla, Trello
Database
Microsoft SQL Server, MS Access, MySQL
Documenting Tools
MS Office, Microsoft Project and Google Apps (Docs & Sheets)
Functional Skills
Regression Testing, User Acceptance Testing (UAT), Cross-browser and cross-device testing, Mobile testing (iOS and Android), Integration and system testing
Retail Domain
E-commerce Platform Testing (Web, Mobile, Checkout, Cart, Search, Payments), Point of Sale (POS) Testing, Order Management System (OMS) Testing (Fulfillment, Shipping, Inventory Sync), Payment Gateway Testing (PayPal, Credit Cards, Gift Cards, Apple Pay, Google Pay), Promotions & Loyalty Programs (Discount Codes, Coupons, Loyalty Points)
Experience
Andersen Corp, Business Analyst Sep’23 – Present
Project: As a Business Analyst on the Andersen Windows & Doors Salesforce Order Management System (OMS) implementation, I worked closely with cross-functional teams to streamline the end-to-end order lifecycle on Commerce Cloud. I led discovery sessions with supply chain, fulfillment, and customer service stakeholders to gather and prioritize requirements for order capture, inventory visibility, shipment tracking, and returns. I provided end-to-end application support for business-critical systems, ensuring high availability, timely issue resolution, and minimal disruption to operations.
I translated these needs into user stories and process flows, aligned with Salesforce OMS capabilities. I collaborated with solution architects and developers to ensure integration with ERP and logistics platforms, validated flows through UAT, and supported the rollout of features like split shipments, partial fulfillments, and order cancellations. My work helped improve order accuracy, customer communication, and post-purchase experience across B2C and B2B channels.
Owned and prioritized product backlogs, refined user stories, and collaborated with Scrum teams during sprint planning to align with MVP goals and delivery timelines.
Ensured timely story grooming and sprint execution in Agile SAFe environments.
Developed comprehensive User Stories, Use Cases, Business Requirements Documents (BRDs), and Functional Specifications, to document findings and ensure alignment with project/business goals.
Acted as a subject matter expert (SME) for multiple enterprise applications, ensuring business continuity and alignment between systems and business processes.
Wrote clear and detailed functional and technical requirements to guide configuration, development, and integration work, particularly for API-driven systems.
Used Azure DevOps (ADO) to manage epics, features, and user stories, and maintained traceability across dev and QA.
Provided hands-on application support and configuration across platforms like Salesforce, ServiceNow, PeopleSoft, and OMS.
Worked on Salesforce Configuration and development of Customer Communities project, leveraging the Lightning Community Builder, Lightning Components, standard and custom, and Visualforce and other tools where needed.
Lead coverage, execution, and remediation for testing activities during the implementation lifecycle, including UAT scoping, scenario definition, data validation, and testing execution.
Delivered user training, onboarding, and ongoing support to ensure effective use of enterprise applications and tools.
Developed reports, dashboards, and processes to monitor data quality and integrity continuously.
Supports identifying and scoping analytical projects that align with prioritizing business opportunities, challenges, and needs.
Conduct ongoing quality reviews and analysis of data in CRM. Identifies data quality issues and escalates for action.
Initiated the identification of actionable insights and contributed to the development of business recommendations through effective presentations and communication of results.
Proactively recommended improvements related to legacy systems and databases, including usage, licenses, and other tools that were integrated with the Salesforce ecosystem.
Insulet Corp, Business Systems Analyst Mar’20 – Jan’23
Project: As a Business Analyst on the Product Design initiative at Insulet Corporation, I collaborated with cross-functional teams to support the development of digital tools and workflows, enhancing the Omnipod user experience. I partnered closely with product managers, UX designers, R&D, and regulatory teams to gather business requirements for new product features, mobile app enhancements, and device lifecycle tracking.
Analyze existing business processes and create process flows or diagrams to highlight areas for improvement.
Collaborate with stakeholders and multiple cross-functional teams to gather, document, and prioritize requirements.
Provide troubleshooting and technical assistance to internal users and external partners as needed.
Supported application integrations via APIs and data mapping, ensuring seamless data flow between interconnected systems.
Managed system upgrades, patch testing, and user acceptance testing (UAT), ensuring successful rollouts with minimal impact.
Effectively facilitate meetings, build, and execute migration plans, and interact with executive-level project sponsors.
Completed system documentation, flowcharting, and maintained existing documentation.
Extract and document business requirements for enterprise architecture and engineering teams
Collaborated with stakeholders to gather, document, and analyze requirements on the Claims management project.
Translate business needs into functional specifications that guide system development and enhancements. Prioritize and manage the product backlog, ensuring user stories and features are well-defined and estimated.
Provided exceptional service to customers and internal, external stakeholders through multi-channel support.
Center for Sustainable Energy, Business Analyst Dec’18 - Mar’20
Project: As a Business Analyst at the Center for Sustainable Energy, I supported the design and delivery of a sustainable energy rebate management platform used by state governments to process consumer incentives for energy-efficient vehicles. I worked closely with government program leads, policy analysts, and technical teams to gather business requirements for application intake, eligibility validation, document verification, and rebate disbursement workflows.
Ensure Customer Success, obsessive and unwavering commitment to making customers (state clients) successful.
Managed Salesforce.com CRM, Dev life cycle, migration of clouds, Communities, and Force.com platform based on Agile, Test-Driven Development (TDD) & Agile Model
I worked on the MVC architecture model, Community Cloud, and Drupal sites for the government. clientele.
Implemented Security operations, maintained logs on events, releases, and gap analysis, controlled and monitored best practices adhered to, implemented compliance for Outlook functionality, and installed Outlook integration.
Serve as a liaison between business, development, architecture, and external stakeholders to ensure clear communication and understanding of claims management, fraud detection, and prevention systems.
Led discussions with stakeholders, including executive leadership, to gather insights and requirements.
Leverage and manage historical data from previous initiatives and pilots to develop educated assumptions for planned initiatives and future forecast periods.
Academics
Masters in computer science from Silicon Valley, California, USA
Bachelors in commerce (Honors) from Bundelkhand University, India
Schooling from Army Public School, India
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