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Sr. Salesforce Business Analyst Resume Example

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SR. SALESFORCE BUSINESS ANALYST
Professional Summary

Salesforce Business Analyst with 10+ years of experience. Successfully rolled out Sales Cloud, Service Cloud and Community Cloud for many customers. Deep expertise in Agile and Waterfall Software system development methodologies including Requirement Analysis, Design, Development and Quality Assurance. Enthusiastic Salesforce Business Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding and vision of all the requirements of all the stakeholders with whom I work with. Inherently responsible for bridging the gap that exists between IT and the business. Works well in a team environment and has excellent communication and interpersonal skills. Experienced in leading and managing teams and coordinating activities across global teams. Motivated to learn, grow and excel in Salesforce and relevant technologies.

Accomplishments
  • Collaborated with team of 6 in the development of Guided Sales Flow.
  • Successfully implemented CPQ and automated Quote to Cash Flow.
  • Successfully implemented CLM and automated Contract Management Processes.
  • Successfully implemented Experience Cloud (Formerly Community Cloud)
  • Successfully implemented Einstein Activity Capture (EAC) Implementation
  • Automated Account and Opportunity Teams
  • Collaborated with the DemandFarm team on the DemandFarm / Account Planning Improvements
  • Successfully implemented the customer satisfaction metrics across an organization
  • Worked on E2E Billing and integration between the systems
  • Working on consolidation of Opportunity Record Types
  • Implemented Xenon Test Automation tool to assist our business to accelerate their digital transformation journey with an end-to-end testing and automation platform.
Skills
  • CPQ Specialist
  • Apex, SOQL, SOSL
  • Business & Systems Analysis
  • Functional Design
  • Jira, Documentation
  • Data Analysis, Data Mapping
  • Data migration
  • SDLC
  • Release management
  • Gap analysis
  • Production Support
  • Agile
  • Solution Architect
  • Object-Oriented Analysis
  • CRM
  • Project planning
  • Omni Channel, CTI
  • Teamwork
Certifications
  • Salesforce Certified CPQ Specialist
  • Salesforce Certified Application Architect
  • Salesforce Certified System Architect
  • Salesforce Certified Community Cloud Consultant
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified Sharing and Visibility Designer
  • Salesforce Certified Data Architecture & Management Designer
  • Salesforce Certified Advanced Administrator
  • Salesforce Certified Administrator
Work History
Sr. Salesforce Business Analyst | Company Name - City, State09/2017 - Current
  • We have successfully implemented the Guided Sales Flow to better assist our Sales, Legal, and Finance teams and created the framework needed for Turnkey solutions, link Opportunities back to account planning, integrate LiveRamp selling strategies, and set the stage for the new logo's launch.
  • Also, implemented Salesforce Communities and engaged our customers and internal employees with Service Cloud Communities.
  • Responsibilities:.
  • Acting as a liaison between IT and business functions to analyze complex business problems and provide technical solutions.
  • Responsible for understanding business requirements, creating/grooming user stories, and partnering with the Development team to deliver a solution and a plan.
  • Analysis of the as-is process and current systems understanding to identify and prioritize the pain points.
  • Build Process flows and documenting using the Swim lanes with inputs and outputs for each process.
  • Cross-functional interactions in managing their requirements, expectations, and delivery Implementation of Salesforce.com application features.
  • Working with stakeholders to identify opportunities for improvement and to define business process, problems, translate into requirements and solutions.
  • Grooming the Jira tickets further into solutions and performed fit-gap analysis between business requirements and Salesforce capabilities.
  • Coordinating and performing system testing to ensure requirements are met.
  • Working closely with the project teams during user acceptance testing (UAT).
  • Involved the development of test cases and test scripts, User Acceptance Testing (UAT) & Business Acceptance Testing (BAT).
  • Driving the BAT and UAT to ensure that we receive the sign off from Business and Users.
  • Providing support during customer implementations and applied industry best practices to ensure success.
  • Participating in the change management and go-live support processes.
  • OSIsoft: Delivered and supported Sales, Service and Community cloud implementation spreading across all aspects of OSIsoft.
  • Maintained all integrations and growing use cases.
  • Managed all DevOps process.
  • Deployed Salesforce Communities to extend online community experience with end users that allow the users to interact with support cases, manage who has access to support and the portal, download products and conduct integrated searches throughout OSIsoft's resources.
  • Implemented all SFDC modules and processes that include Lead to Order, Quote to Cash and multi-channel support processes like Partner and Customer Communities, and CTI integration.
  • Responsibilities:.
  • Worked with stakeholders to identify opportunities for improvement.
  • Defined business process, problems, translate into requirements and solutions.
  • Analyzed of as-is process and current systems understanding to identify and prioritize pain points.
  • Driven system enhancement efforts to completion by capturing and assessing user requirements with business partners and provide configuration, development and application support to teams enabling enhanced productivity, reporting capabilities and collaboration.
  • Built standard and custom functionalities like Workflows, Validation Rules, Triggers, page, Apex, assignment and Sharing rules, Profiles, custom labels, Lightning components, Approval process, Flows.
  • Explained complex systems and technical topics in a clear, concise manner to others who may have minimal technical knowledge using oral, written and visual presentations Marketo: We have successfully implemented the Conga Contract Life Cycle Management for Legal and Finance teams and streamlined the contracting process from beginning to end.
  • Empowered users to create, negotiate, and execute contracts by automating CLM with Contracts to increase productivity and ROI.
  • Also worked on data migration of Seal Contracts to Conga Contracts.
  • Implemented CTI increase operational efficiencies in the support departments to help Marketo's growth initiatives and position the support teams to scale.
  • Responsibilities:.
  • Worked with stakeholders to identify opportunities for improvement and to define business process, problems, translate into requirements and solutions.
  • Built Process flows and documenting using the Swim lanes with inputs and outputs for each process of Contract Life Cycle Management (CLM).
  • Analyzed the as-is process and current systems understanding to identify and prioritize the pain points.
  • Conducted compliant, thorough, and appropriate assessment, analysis, drafting, review, and issuance of assigned contractual documents while adhering to required timelines.
  • Worked with Cross-functional teams in managing their requirements, expectations, and delivery.
  • Participated proactively in process improvements or other projects that enhance and streamline contract processes, systems, tools, and other resources.
  • Supported the Legal team by administering the contracts process.
  • Maintained accurate and complete data within the contracts management system, including generating reports and data extracts.
  • Consistently adhere to contract and document tracking requirements.
  • Recommended and co-ordinated new procedures for the Contract's administration process.
  • Performed contracts due diligence and regularly apply contract formation knowledge to address a variety of contract issues.
  • Integrated with Telephony system using CTI and OMNI-CHANNEL.
  • Co-ordinated with Genesys team and configured and skill-based routing.
  • Driven the BAT and UAT to ensure that receive the sign off from Business and Users.
Salesforce Business Analyst | Company Name - City, State07/2013 - 09/2017
  • Involved across all aspects of projects delivery - requirement gathering, functional/ technical analysis, implementation, development, administration of platforms, data management, customizations, integrations, testing, and operations.
  • Responsibilities:.
  • Worked on Apttus CPQ Enhancements using Agile / Scrum methodology.
  • Gathered requirements with the business and end-users to define the appropriate solutions for their needs for Cloud and Mobile solutions using tools like Use cases, UML, the Status transition flows, system flows, etc.
  • Built Process flows and documentation using the Swim lanes with inputs and outputs for each process.
  • Evaluated Lightning Experience and Readiness for their Salesforce Org.
  • Implemented Opportunity and Quote Management.
  • Created and maintained technical documentation for all the tasks performed.
  • Defined, developed test strategy and built test classes to perform the testing.
  • Conducted end-end system testing with different interfaces.
  • Prepared Test Summary and Defect Status Reports and reviewing them to the overall project team.
  • Toyota: Worked on Salesforce Foundations project.
  • The Salesforce program started as a POC to determine the feasibility of Salesforce as the CRM platform for TFS Service Operations.
  • The POC was comprised of a purpose-built console for mid-stage collections.
  • This quickly led to business demand for other consoles, each of which was also implemented as a purpose-built solution for specific business applications.
  • These multiple purpose-built solutions have created an opportunity to develop standards that will affect consistency across the different consoles on the Salesforce platform.
  • Responsibilities:.
  • Worked with different customer segments to understand their requirements and translate them into Solutions.
  • Partnered with Vertical Business Units to identify opportunities for improvement.
  • Established governance policies, controls and best practices for Salesforce Platform deliverables.
  • Defined consistent and repeatable architectural and development procedures.
  • Optimized the delivery of business solutions by implementing processes that are more effective, consistent, fast, and cost effective.
  • Provided tools and techniques that enable Salesforce programs and projects across the enterprise to optimize their investments.
  • Optimized post-production operational procedures.
  • Provided training and workshops that empower associates to innovate.
  • Implemented the new standards, policies, and capabilities to accelerate adoption.
  • FireEye: Worked for FireEye in several Salesforce projects, which helped me to perform several activities on SFDC while able to understand and solve the business problems using Salesforce.com platform.
  • Responsibilities:.
  • We built a homegrown CPQ tool and played a vital role in SteelBrick implementation.
  • Understand the Business problem, translate the need into requirements, define a solution and implement using SFDC.
  • Managed several admin activities like User Access control, Administration of Objects, Fields, Packages, batches, etc.
  • Enhanced the platform by building Workflows, Triggers, Approval Process, Validation Rules, Environments, Deployments, and Releases.
  • Performed end-end QA the solution identifying Test cases and building test data using the user stories and use cases.
  • Managed Continuous Integration Environment and developed Test suites for ensuring Application integrity.
  • Performed RCA and LTF for the issues on the production environment.
IT Analyst | Company Name - City, State12/2010 - 06/2013
  • Managed operations and adoption strategy for Cisco Commerce Workspace (CCW) platform.
  • Gather, analyze and document requirements for mobile solution of CCW platform.
  • Co-ordinated the in-depth assessment of all CCW adoption tasks and associated order validations.
  • Written, analyzed, reviewed and re-code programs using workflow chart and diagram and applying knowledge of computer capabilities, subject matter, and symbolic logic.
  • Continuous Service Improvements and Optimizations for CCW Order operations.
  • Build, Plan, Monitor and Manage the team activities and mitigating their challenges.
  • Developed Test Strategy for Mobile Application and CCW platform.
  • Worked with release team on code versioning and configuration standards for Mobile applications.
  • Managed the SOX compliance activities - identifying the gaps, building remediation and documenting narratives.
  • Tracked and followed up with release teams on prioritization and execution of Cisco Commerce Workspace (CCW) Enhancements/Changes and Bug fixes.
  • Expanded on all roadmap priorities and approvals; Driven key decisions (EOL, build, augment); assesses critical implications (LTFs).
Programmer Analyst | Company Name - City, State04/2010 - 12/2010
  • Demo Loan Program Project and, SFDC's Year-End project in making the SFDC compliance for new fiscal year needs of Cisco organization.
  • This project includes enhancements and data migration supporting the changes and business models of new fiscal.
  • Responsibilities:.
  • Worked on Demo Loan Program Project to deliver global loan solutions that support customer confidence and enhance the salesforce's ability to drive revenue.
  • Responsible for identifying, developing and documenting Business and Functional Requirements Specifications documents.
  • In-depth participation in all the phases of the Software Development Life Cycle (SDLC), using Object-Oriented Analysis and Design (OOAD), Data Analysis & Requirement Analysis.
  • Experienced conducting one on one discussions, workshops, Joint Application Development (JAD) sessions, project planning discussions.
  • Leveraged modeling tools for creating Use Case diagrams, Class.
  • Diagrams, Activity diagrams, Data Flow Diagrams, Business flow diagrams, and Sequence diagrams.
  • Gathered and developed requirements from business clients and users.
  • Clarified project requirements and conducted detailed analysis; identified project priorities, and deliverables.
  • Built and tested applications using Waterfall and Agile methodology.
  • Performed complex data migrations into Salesforce.com (SFDC) leveraging several data migration tools like Data Loader, Import wizard etc.,.
  • Implemented software testing procedures, which involved the development of test cases and test scripts, User Acceptance Testing (UAT) & Business Acceptance Testing (BAT).
Education
Bachelor of Science: Engineering Technology
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Job Titles Held:

  • Sr. Salesforce Business Analyst
  • Salesforce Business Analyst
  • IT Analyst
  • Programmer Analyst

Degrees

  • Bachelor of Science : Engineering Technology

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