Feb 2019 – Aug 2025 · 6 yrs 6 mos

Apr 2018 – Jan 2019 · 9 mos

Oct 2017 – Apr 2018 · 6 mos

• Lead Business Systems Analyst for Service cloud applications including but not limited to Service cloud console, Knowledge, Cases, Live agent and Omnichannel, used by Customer success group at Salesforce.
• Active member of Salesforce Women's network, Outforce.
• Champion for the Business Analysis best practices (Community of practices) in Hyderabad.
• Lead and organise the Volunteering activities for the IT Applications team.
• Guide internal customers through the entire project lifecycle.
• Negotiate detailed requirement and solution design trade-offs.
• Contribute to cross-functional and cross-technical dependency management.
• Provide guidance to the portfolio roadmap for other teams and functions.
• Anticipate and communicate blockers, conflicts, and obstacles.
• Connect the dots between business strategies and project deliverables.
• Lead the writing of Acceptance Criteria and own business process design & documentation.
• Plan business requirements delivery as related to the tasks associated with business analysis and software development lifecycle (Agile).
• Contribute to system changes with configuration design and updates in pre-production environments.
• Coordinate and contribute to UAT, test execution and defect & change tracking.
• Contribute to business process design & documentation.
• Work with business partners in writing and owning functional requirements.
• Functional expert for a business process and use cases.
• Collaboratively plan feature and function testing across modules for a business process.

May 2016 – Sep 2017 · 1 yr 4 mos

• Influenced more than 50 opportunities amounting to $24 Million
• Built high quality proposal content for RFI and RFP ensuring that it conforms to internal standards and pursuit strategy
• Estimate, staffing and price for project proposals and facilitate pricing approvals
• Building and show casing proof of concepts around cloud and digital solutions
• Finalise proposal submission and transition with Delivery Team
• Won / Lost – Root Cause Analysis for future reference
• Handle client visits, showcase practice capabilities and manage opportunities in internal Salesforce.com org
• Provide induction and training on presales processes and activities to the newer members of the team
• Manage global ISU Stakeholders expectations ( ISU presales/delivery/other CRM Practices)
• Create and manage presales assets including case studies and success Stories
• Act as subject matter expert for Community cloud and Service cloud within the team and provide cloud-specific solutions and insight

Oct 2012 – Apr 2016 · 3 yrs 6 mos

• Practical and hands-on experience in implementing, managing more than five Salesforce.com solutions with teams of up to 30+ people.
• Managing large Salesforce projects including timeline, budget, scope, management relationships/expectations. Participate in end to end implementation planning and manage day-to-day execution of project implementations. Planning, tracking, documentation, issue management and status updates.
• Manage end-to-end functionality as it relates to the analysis, design, build, test, and deployment of enterprise level solutions.
• Create and manage project plans; monitor and review project progress and timelines; adjust schedules and plans as needed; and identify and resolve issues to ensure project success.
• Adopt a standardized development lifecycle methodology for all projects.
• Develop and maintain numerous project deliverables that support the solution design including discussion documents and other project artifacts.
• Establish and maintain Trusted Adviser status with Project, Business and Technology stakeholders
• Facilitate requirements gathering, including review sessions, and assist with the creation of project deliverables, as needed.
• Hands-on application configuration/customization to meet client needs.
• Manage UAT with end users including coordination and user acceptance sign off.
• Collect, formulate, and disseminate best practices on project implementation, solution positioning and delivery. Provide feedback to Engagement Managers and Executive Sponsors when necessary.
• Have conversations regarding budget, resources and timeline and formally capture and communicate outcomes of those meetings.
• Strong presentation skills. Able to effectively present and defend point of view to a variety of audiences.
• Expert in the assessment of business objectives, formulating solution options, and driving stakeholder support

Dec 2009 – Sep 2017 · 7 yrs 9 mos

• Lead analyst in $8 million systems replacement project for the Demo loan management at Cisco Systems Inc.
• Business analyst at the Global fund responsible for automating incident management using Service cloud on Salesforce
• Business Analyst for the Solutions and Innovation team for the Salesforce practice at TCS, responsible for transforming more than 10 proprietary tools and accelerators on Salesforce.
• Built a Scrum methodology tool on Salesforce.com, single handedly
• Ability to blend in and develop long lasting interpersonal relationships with both internal and external stakeholders in multicultural work environments.
• Ability to quickly connect business requirements with the functional capabilities of the application
• Practical and hands-on experience in implementing, managing more than five Salesforce.com solutions.
• Knowledge of and extensive experience with Salesforce.com Sales cloud, Service Cloud, Collaboration, communities, and mobility solutions.
• Reviewing new technologies and developments in Salesforce.com/CRM space and identifying consulting opportunities
• Gathering the Business requirements through interaction and research and defining the project scope.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, and distinguish user requests from the underlying true needs.
• Proactively communicate and collaborate with the business area experts and the technical team through artefacts like BRD, FRD, Wire frames and Data models.
• Work closely with the solution architecture team and the engineering team to conceptualize a solution and work with the technical team to design it.
• Assist with UAT, and get business sign off for go live
• Participate in post-live project activities including evaluation of success criteria, identification of best practices, lessons learned and strategies for future releases and adoption activities, including documentation and user training.

Aug 2006 – Nov 2009 · 3 yrs 3 mos

Jul 2005 – Mar 2006 · 8 mos