Salesforce Business Analyst | Service Cloud Agile

Accomplished Business Analyst and salesforce Consultant with 14+ years of experience in requirement gathering, solution design, and delivery of enterprise applications on the Salesforce platform.

• Coordinates analysis and alignment of stakeholder's requirements and facilitates requirements prioritization, ultimately advising business stakeholders on implementation options by collaborating with solution delivery teams, Developers, Architects, Project Managers and Quality Assurance
• Strong expertise in Service Cloud and Customer 360, with proven experience translating business needs into scalable solutions
• Skilled in stakeholder management, business process modeling, requirement elicitation and functional documentation
• Extensive experience working with cross-functional teams, product owners, architects and developers in Agile environments
• Strong exposure to release management, CI/CD (Copado), and Dev Ops practices supporting enterprise delivery
• Effective communicator with a focus on client engagement, risk mitigation, and delivering business value

• Worked on gathering and analyzing business requirements for Salesforce implementation. Acted as a liaison between business stakeholders and technical teams to define scalable solutions
• Worked on Whats App integration use cases
• Defined requirements for IVR-based voucher generation system (Genesys integration)
• Conducted workshops, stakeholder meetings, and provided functional documentation (BRD/FRD)
• Monitored priorities and provided guidance to ensure alignment with business objectives

• Requirement Gathering & Elicitation
• BRD / FRD / User Stories Documentation
• Gap Analysis & Impact Analysis
• Business Process Modeling (As-Is / To-Be)
• UAT Planning & Coordination
• Stakeholder Communication & Management
• Agile / Scrum Methodologies

• Salesforce Certified Application Architect
• 12 x Salesforce Certified Consultant