• Requirement gathering, Analysis and preparing functional and technical design documents.• Involvement in SDLC which includes gathering of business requirements, architecture, design document, planning, development, deployment, and maintenance.• Performed Risk Analysis and Impact Analysis to be prepared for potential business and technical risks to the system.• Prepared corresponding artifacts: FRD (Functional Requirements Document), BRD (Business Requirements Document), SRS (System Requirements Specification) and STTM (Source to Target Mapping) document Definition.• Led business analysis, system analysis, project management, scrum master for middleware application related to Automated Customer Support System (ACSS)• Salesforce.com Configuration and Design of Service Cloud, Sales Cloud and Force.com solutions, with an emphasis on Service Cloud solutions• Automated monthly reports using Alteryx and generated interactive visualizations using Tableau for live incident monitoring to track support tickets.• Analyzed data from multiple sources like Oracle, XML/Json files, created mapping documents (Source to Target), data flow diagrams, Entity Relationship, sequence diagrams for generating flow.• Performed Integration, User Acceptance Testing by writing complex queries using joins/ aggregate functions and working with technical architects for resolving production issues.• Elicited, analyzed, documented business needs, detailed data requirements by conducting JAD, One-on-One sessions with multiple stakeholders.• Integrated Marketing cloud instance and Sales cloud using marketing cloud connect to personalize marketing campaigns and provide services for email, mobile, social, and online marketing.• Managed project through agile techniques like creating Jira dashboards, sprint planning, product backlog, daily scrums, change log process and writing all development stories.• Performed functional testing, reviewed, and approved test cases and test results.

• Partnered with the business groups to support and ensure delivery of applications and align with business and IT strategy.• Worked with cross functional business stakeholders to write and refine the user story. Discussing business workflow to define the problem and acceptance criteria for development team.• Worked on vendor management responsibilities with in-depth hands-on technical expertise• Applied technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives with an understanding of applicable business practices, processes, systems, and industry standards to meet end-user needs.• Used Einstein Analytics to quickly create reports and charts from external dataset that helped the sensitive customer information private.• Effectively used Einstein Analytics to analysis large data sets and using the BI to recognize the key events. • Worked in a highly agile development environment.• Multi-tasked as a traditional business analyst and UAT Lead.• Prepared test specifications, documenting testing artifacts• Supported UAT through collaboration between technology and UAT users• Collaborate with QA and the Development teams to ensure the test plans are accurate and well-designed within an Agile framework. • Guiding the service center agents on resolving the post go-live user tickets.

• Leverage strong understanding of Salesforce (multi-cloud) capabilities and limitations to clearly communicate those to customers. • Work with our clients and all stakeholders to build clear use cases and a development strategy for each engagement. • Perform rapid analysis and decomposition of complex business information; recommend leading practices; and present associated technical process components. • Engaged with team members and clients via email, video chats, and in person meetings through the planning and execution of a project. • Playing an active role in configuring the solution and supporting the development team for any custom development required.• Involved in analyzing business requirements and translating requirements into functional and technical design specifications.• Involving in Creating Complex Mappings using various transformations• Involving in daily Scrum calls and interacting directly with clients to get the requirements.• Providing extended support to SIT and Migration Activities• Created and used Email templates in HTML, Custom and Visualforce format.• Created Workflow Rules to automate Tasks, Email Alerts, Field Updates, time-dependent actions.• Developed Apex Classes, Controller and Apex Triggers for various functional needs in the application.• Maintaining test coverage for all the classes and triggers and supporting deployment activities• Used Change Sets to deploy code from sandbox to sandbox and production environment.• Responsible for all the activities related to configuring Data Loader, uploading data in CSV files into salesforce.com, checking for the correctness of the data.

• Creating Application to maintain the details of the product from the demand phase to Production phase.• Coordinated business process review meetings with multiple teams to establish standard workflow processes.• Experience on Salesforce modules objects like Campaigns Management, Leads and Opportunities.• Designed, Implemented, and developed the Custom Objects, Page Layouts, Custom Tabs, and Components to suit to the needs of the application.• Worked on various Salesforce.com standard objects like Campaigns, Leads, Accounts, Contacts, Opportunity, Forecast, Cases, Reports and Dashboards.• Created user Roles and Profiles, Security Controls and Sharing Settings, Permission Sets.• Managed users, hierarchical roles, profiles, security controls and territory management.• Defined Lookup and Master-Detail relationships on the standard and custom objects.• Created Roll-up Summary fields to aggregate data from child records on the parent.• Used Field-level Security to ensure that protected data Security is only shared with authorized persons.• Wrote custom controllers implementing complex code for retrieval from Sales Force to Visual Force pages.• Used SOQL and SOSL for data manipulation needs of the application using platform database objects.• Developed triggers to meet the complex business rules on custom objects by following Apex Best Practices.• Used the Sandbox for testing and migrated the code to the deployment instance after testing.• Created auto assignment rules using the workflow process to route tasks.