Dallas-Fort Worth Metroplex
Business Systems Analyst, Passionate about Salesforce and Business Analysis; Strategic minded Salesforce Business Analyst with proven expertise in planning, business analysis and solution design. Experienced in solving customers challenges. Organized and logical with ability to quickly understand business objectives and processes. Successful in increasing productivity, quality, and customer satisfaction. Effective communicator skilled in building relationships across functions and levels. Possess excellent written and presentation skills
Technical Role Key role in planning, requirements definition and configuration to transition Service Cloud from classic to lightning Design and implementation of Salesforce Lightning Service Cloud and Salesforce functionality including Case Management, creation of users profiles , Permission sets, Outlook integration. Project launched February 2019 Sales cloud and CPQ requirements and testing for teams involved in upselling and keying orders for sales Successfully implemented Custom App for order fulfillment workflow for Thryv, DexYP’s new and innovative solution for small and medium sized business in Salesforce lightning org. Using Configuration and process builder. Business Role Recognized for creative presentations for proof of concept sessions with stake holders to communicate the design, scope and technical solution Lead JAD sessions ,liaison between business and IT , to ensure requirements are translated into functionality desired by business Incorporate leadership and stakeholder insights to improve services, and deliver continuous improvement recommendations leveraging Salesforce features , especially Lighting and Service Cloud Perform analysis and effective resolution of end users issues. Identified training needs and gaps. This is a continuous improvement process that has resulted in increased end user adoption Mentored team of six Business Analysts to write user stories for transitioning service cloud users to the lightning org, involving five business units and off shore partners.
Business Analyst supporting Salesforce Service Cloud Projects-Responsible for analyzing and documenting business requirements, business workflow, and working with business partners/stakeholders to determine details and priority of requirements for various Salesforce Service Cloud features, including • Field Service Lightning • Community Cloud • Service Cloud Case Management • Service Cloud Knowledge Base • Salesforce Reporting • Resource and Event Scheduler • Migration of business teams form JIRA issue tracking ticketing system to use of Service Cloud Case management
Salesforce.com Service Cloud Knowledge Base-Key role in implementation to improve first call resolution by providing operational teams solutions to handle customer inquiries using the salesforce.com knowledge base. • Defined requirements for implementation of Service Cloud Knowledge Base, including article types, category mapping, approval processes, and case to article functionality for the new document repository. • Strategizing, planning and implementing moving the document repository from Livelink to Service cloud knowledge base • Lead for End user testing and acceptance of the salesforce.com knowledge base
Liaised with business - functional owners for requirements definition for new products and operational processes, documented technical requirements to support new products introduced market. • Focused on process improvements on the operational teams using six sigma methodologies • Identified key processes for Internet Division, analyzed and updated the existing processes for documentation. • Designed and developed end-to-end process and work instruction documentation for the operational processes, identifying process gaps to be fixed and support SOX compliance • SOX Process Mapping for SOX compliance, key role in analyzing business process, identifying process changes and controls