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Poonam - Sr. SALESFORCE BUSINESS ANALYST

[email protected]

Location: Remote, Remote, USA

Relocation: No

Visa: H1B

Poonam [email protected] || 817-678-0872 EXPERTISE Around 15 years of experience as Business Analyst with industry wide experience in online & mobile Healthcare, Finance domain with focus on Business Analysis. Experienced in gathering user requirements, analyzing, creating User Stories, and preparing Project Deliverables such as Business Requirement Document (BRD) and Functional Requirement Document (FSD) and proposed changes for process improvement. Skilled in Analysis and Design with experience in creating Use Cases, Class Diagrams, Activity Diagrams, Sequence Diagrams using MS Visio, Lucid chart. Experience in developing wireframes and graphical data visualization for client. Experience in Health Cloud, APTTUS CLM & CPQ, SteelBrick CPQ, Salesforce CRM, Sales Cloud, Service Cloud, Omni Channel, Salesforce Dashboard / Reports, CRM Analytics. Experience in asset and subscription Product pricing, Contract management and Order management. Experience in managing challenging issues and resolving the conflicts necessary to drive projects. Experience with working in fast-paced AGILE development environments. Good understanding of Object-Oriented Programming and Software Project Planning concepts. Demonstrated ability to work actively in different phases of Software Development Life Cycle (SDLC) using Rational Unified Process (RUP) and Agile methodologies (SCRUM) in multi-tier web-based architecture. Highly proficient in working with users and stakeholders to elicit, analyze, communicate, and validate requirements using Brainstorming sessions, identify Functional, Non-Functional, and Business Rules, and then subsequently model them to converge early toward a design acceptable to customer. Comprehensive understanding of the Organizational Framework that help to map the AS-IS and TO-BE model using the GAP Analysis and plan and monitor effective approach to build/buy solutions to the business problems/needs/opportunities. Created Test-Cases and Test-Plans, hands-on experience of different QA Testing Methods including Functional Testing, System Testing, GUI Testing, Black Box Testing, UAT. Qualifications: M.S in Engineering Management. Certified Salesforce CPQ Specialist Certified Scrum Master. TECHNICAL SKILLS Modeling Tools : MS Visio, Lucid Chart Programming and Scripting : JAVA, SQL, JavaScript, Python Databases : Oracle, MS SQL Server, MySQL Requirement Management Tool : Rally, HP ALM, JIRA, TFS Project Management : Microsoft Project Professional, Microsoft Office. Version Control Systems : CVS, SVN, GitHub Test & Bug Management Tools : HP ALM, JIRA, Rally, ClearQuest, TFS, MTM Operating Systems : Windows, macOS (OS X), UNIX, Linux Mobile Platforms: : Android, iOS PROFESSIONAL EXPERIENCE: RADNET, DALLAS, TX Apr 2024 Present Sr. SALESFORCE BUSINESS ANALYST Contact Center Transformation project is to improve case resolution time and reduce call volume by providing alternate engagement channels. Also provide 360 view of the patient data to improve order scheduling process. Responsibilities: Working as a liaison between the Product Owner and the different teams involved in the application development for the better understanding of the processes. Gathering requirements for Patient 360 within Service console and Health Cloud providing view of Patient demographic, related cases, orders and appointments. Analyze data in applications to determine data integration and identify data gaps against new requirements or conflicts across applications. Analyzing dependencies on different systems such as Five9, Marketing Cloud and custom Contact Center application. Capture API user stories for API integrations and deep linking scenarios with downstream systems. Gather requirements for Analytics and Reports for Account Profile, Agent Activity, Agent Performance and Cases. Document Knowledge Management scenarios including Einstein recommendations based on Cases. Create User guides and provide training to super users on the Patient 360 framework. Conducting Grooming sessions to finalize requirements. Coordinating with offshore project team to develop & test user stories. Facilitating Daily Standups with offshore & onshore teams. Environment: Windows, SFDC, Health Cloud, Service Cloud Voice, Five9, DataLoader, Workbench, SharePoint, JIRA SALESFORCE, DALLAS, TX Oct 2022 March 2024 SR. BUSINESS SYSTEMS ANALYST Salesforce has an exceptional opportunity to expand Slack s footprint among shared customers and introduce Slack to Salesforce-only customers. The guiding principle of the Nautilus project is to accelerate joint Slack-Salesforce Core sales motion. Responsibilities: Working as a liaison between the users and the different teams involved in the application development for the better understanding of the Business and IT processes. Involved in M&A and migration project following merger of Slack and Salesforce. Gathering Business Requirements related to Product Bundles & Price Matrix/ tiered pricing using Apttus CPQ and customized record types to different pick list fields, links, related lists, and other components on page layout for Apttus app in SFDC. Document existing processes for Slack Renewal Managers and create process flows in Lucid chart for Renewal scenarios for Slack subscription products. Conducting thorough data analysis of the existing system and developed requirements for data mapping and implementation. Documenting existing data dictionary and automation flows. Perform UAT to test data flow from Apttus / SFDC to downstream systems for Phase 1 implementation. Prepare user guides for new implementation and provided user training to multiple teams. Provide Post Go-Live deal support for Sales and Renewals teams. Document retrospective learnings summary for Phase 1 for executive review. Environment: Windows, SFDC, Apttus CPQ, Slack, Google Sheets, Data Loader, Workbench, SQL, SharePoint, JIRA PROJECT: CISCO SYSTEMS INC, DALLAS, TX Nov 2021 Sept 2022 SR. SALESFORCE BUSINESS ANALYST Cisco delivers innovative software-defined networking, cloud, and security solutions to help transform your business, empowering an inclusive future. Responsibilities: Performing common configuration tasks in Salesforce (custom object, fields, workflow rules etc.). Working on requirement gathering, gap analysis and developing requirement documentation. Working on CPQ Approvals and discounts, CPQ Process, product modeling, pricing, quotation, Contract life cycle in SFDC (SteelBrick CPQ). Creating and maintaining User stories, test cases in JIRA. Analyzing data from multiple data sources is required. Analyze and interpret data in existing databases to support projects and resolve data issues. Assisted the Dev team with Product/Bundle configurations for asset and subscription products. Helped QA Team in writing test cases, test plans and tested the final application for usability testing to verify whether all the user requirements were catered to by the application. Participated in the design, code and Test Plan walkthrough with the development and design team members. Environment: Windows, SFDC, SteelBrick CPQ, Visio, Workbench, SQL, SharePoint, JIRA, Rally SALESFORCE, DALLAS, TX July 2021 Oct 2021 PRODUCT MANAGER ANALYST Salesforce provides customer relationship management (CRM) service and also provides a complementary suite of enterprise applications focused on customer service, marketing automation, analytics, and application development. Responsibilities: Working as a liaison between the users and the different teams involved in the application development for the better understanding of the Business and IT processes. Involved in M&A and migration project following merger of Tableau and Salesforce. Gathering Business Requirements related to Renewals with different fields, page layouts, validation rules, workflows, and approvals. Create to be renewal scenario process flows for tableau subscriptions. Creating and maintaining User stories, test cases in JIRA. Conducting Grooming sessions to finalize requirements. Coordinating with offshore project team to develop & test user stories. Facilitating Daily Standups with offshore & onshore teams. Environment: Windows, SFDC, Apttus CPQ, Slack, Google Sheets, Data Loader, Workbench, SQL, SharePoint, JIRA LABCORP, INDIANAPOLIS, IN Jan 2021 June 2021 SR. SALESFORCE BUSINESS ANALYST Covance by Labcorp is a leading global life sciences company, which provides contract research services to the drug, medicaldevice and diagnostics, crop protection and chemical industries. Responsibilities: Working as a liaison between the users and the different teams involved in the application development for the better understanding of the Business and IT processes. Working in a dual capacity of BSA & Scrum Master. Gathering Business Requirements related to Study/Clinical trial records with different fields, page layouts, validation rules, workflows, and approvals. Working on migration from Peoplesoft to Apttus CPQ (Configure Price Quote) tool, shopping cart & XAuthor. Conducting thorough data analysis of the existing system and Developed requirements for POC, data mapping and implementation. Analyzing dependencies with PeopleSoft downstream systems for Sales Order, Invoicing & Billing. Environment: Windows, SFDC, Apttus CPQ, X-Author, Microsoft Visio, Data Loader, SharePoint, JIRA GENOMIC HEALTH, REDWOOD CITY, CA Sept 2017 Dec 2020 SALESFORCE BUSINESS SYSTEMS ANALYST Genomic Health is the world's leading provider of genomic-based diagnostic tests that address both the overtreatment and optimal treatment of early-stage cancer. Involved in multiple projects related to Apttus CLM & CPQ, BI & Order Management. Working in a dual capacity of BSA &Scrum Master. Responsibilities: Gathered Business Requirements related to customized Domestic & International Provider Agreement records with different fields, page layouts, validation rules, workflows, and approvals. Working on enhancements to Apttus CPQ tool, shopping cart and Agreement creation & generation using Apttus CLM. Worked on SFDC Order Management system and integration with Apttus agreement and pricing module. Gather requirements and design reports & dashboards for sales & financial reporting as required by Senior Management using Power BI. Developing Daily/weekly/monthly performance reports for key performance indicators (KPIs). Worked on data integration of Salesforce and STARLIMS to submit test orders and receive test results. Test data reports provided to customer via SFDC portal. Performed UAT to test data flow from Apttus / SFDC to downstream systems STARLIMS, Quadax & NetSuite as part of Clean Claims project. Testing various custom objects, tabs, Validation rules, triggers, and workflow rules. Maintained Product backlog and Sprint Backlog in Azure DevOps / TFS. Created and maintained user stories, test cases in TFS. Environment: Windows, SFDC, Apttus, Azure SQL Database, Azure DevOps, Power BI, Microsoft Visio, Data Loader, UML, SQL, MS SQL Server, SharePoint, TFS, ServiceNow, Teams. WELLS FARGO, SAN FRANCISCO, CA Feb 2016 Sept 2017 SR. BUSINESS ANALYST The project required to redesign WF SurePay to enhance customer experience to Send or receive money anytime using your smartphone, tablet, or desktop computer. Also involved in project required to provide Automatic payment functionality to the customer in each digital channel (Desktop, Tablet, Phone). This allowed customer to set up or modify the automatic payment. Responsibilities: Worked on digital Payments including Contactless card payment solutions, tokenizations and mobile wallet. Performed Gap analysis by identifying and comparing the existing platforms and technologies with the current system to ensure the enhancements meet the end state requirements Investigated and analyzed system to track activities of customer accounts. Gathered Business Requirements and was involved in the documentation of Business Requirement Documents. Liaison between stakeholders, system users, SME s, software development team and the QA team. Analyzed Requirements and created Use cases, Use Case diagrams, Activity Diagrams using MS Visio. Created wireframes based on requirements and refined them with development team. Used TOAD for Database Validation. Environment: JIRA, Microsoft Visio, Balsamiq, SQL, TOAD, SAML, OAuth, MS SQL Server, MS Office, MS Visio, HP ALM, ServiceNow, SharePoint. PROTEUS DIGITAL HEALTH, REDWOOD CITY, CA Aug 2015 Feb 2016 QA ANALSYT Proteus Digital Health works to create a new category of products, services and data systems that have the potential to significantly improve the effectiveness of existing pharmaceutical treatments. Responsibilities: Analyzing the requirements from User Stories to develop test cases and test scenarios. Prepared test strategies, test plans, test cases, test reports and test estimates. Tested the Discover Portal Salesforce application where physicians can get information on the patient cases and allocate resources to the patients for their treatment. Data integration from Discover app and Discover web portal. Performed Web Services testing using REST in SOAP UI. Documented and distributed test status reports as well as conducted test status meetings. Environment: SOAP UI, Selenium Web Driver, SFDC CRM, SAFe, JIRA, ServiceNow. WELLS FARGO, SAN FRANCISCO, CA Feb 2014 Aug 2015BUSINESS ANALYST Project1: The project required to provide customers the ability to edit and delete their One time future dated and Recurring payment schedules for their Mortgage loans, Home Equity loans. Eligibility rules were enforced by STRADA / middleware services. This project involved the testing of (desktop, mobile & tablet) iPhone and Android App features Responsibilities: Liaison between stakeholders, system users, SME s, software development team and the QA team throughout all phases in the Agile methodology. Participated in the design, code and Test Plan walkthrough with the development and design team members. Used JIRA for user stories, defect tracking and change management request and reported them. Accessed Hogan Mainframe to verify/ validate customer information. Prepared training materials and provide user training for new processes. Created Document Libraries/Lists in SharePoint. Environment: MS SQL Server, MS Office, MS Visio, TOAD, SAML, ServiceNow, Quality Center, SharePoint. AXIS BANK, MUMBAI, INDIA June 2009 June 2013 Business Analyst Responsibilities: Gathering requirements by interviewing various departments of the association Converted requirements into BRD and FRD along with Use-Cases. Created simple SQL queries over the database to validate the data meet the user needs. Worked with UAT team to prepare a user document and business process document for reference. Keywords: quality analyst user interface business intelligence information technology golang hewlett packard microsoft California Texas