Feb 2024 – Nov 2024 · 9 mos

Sep 2023 – Dec 2023 · 3 mos

Jul 2022 – Sep 2023 · 1 yr 2 mos · Gurugram, Haryana, India · Hybrid

• As a Senior Business System Analyst, I work with cross-functional teams to deliver innovative solutions that enhance customer experience and drive business growth. I leverage my expertise in Salesforce Sales & Service Cloud, user story development, and business process analysis to understand the needs and pain points of the clients and translate them into actionable requirements and specifications. I also take care of prioritising projects for each Pl and take lead during PI planning to call out dependencies, risks and blockers.

Dec 2018 – Jul 2022 · 3 yrs 7 mos · Bengaluru, Karnataka, India

• Salesforce CRM - Techno Functional Business
• Analyst with 8+ years of experience in all phases of Software Development Life Cycle (SDLC).
• Key role :
• Gather requirements and translate business objectives into solutions. Contribute to project discoveries. Maintain regular client communication and satisfaction, ensuring opportunities and challenges are addressed in a timely manner.
• Document processes, solution designs,application configurations and training materials.
• As a scrum master, I manage the JIRA board by creating and maintaining JIRA stories and actively tracking them to closure through the sprint with various members of the teams.
• Extensive experience in designing of custom objects, custom fields, role-based page layouts,Workflow Rules, Validation Rules,Approval Processes, custom Tabs, custom reports to various formats Dashboards, and Email generation according to application requirements.
• Create page layouts, search layouts to organise fields, custom links, related lists, and other components on a record detail and edit pages.
• Extensive knowledge of user setup, various profile, roles, setting up OWD and configure the permission by designing security and sharing rules at object, field, and record level for different users at different levels of organisations.

Mar 2016 – Nov 2018 · 2 yrs 8 mos · Bengaluru, Karnataka, India

• ● Responsible for managing incidents, service requests end to end and also responsible to make sure that the process that has been set up for the IT operations team is being followed seamlessly.
• ● Working on live Production Issues raised by the Client's Salesforce users. Perform root cause analysis of the issue and resolve them by Configuration or Customization changes
• ● Working with the salesforce support team to track and develop the solution for the unknown blocker in service cloud standard functionalities

Aug 2014 – Mar 2016 · 1 yr 7 mos · Bengaluru, Karnataka, India

• Requirement gathering & analysis with different stakeholders from Business.
• Production support with quick turnaround time.
• Planning & Designing of critical application releases.

Feb 2014 – Jul 2014 · 5 mos · Bengaluru, Karnataka, India