• Salesforce Certified Administrator (ADM 201), Salesforce Certified Advanced Administrator, Salesforce Certified Service and Sales Cloud Consultant and seasoned Business Systems Analyst with nearly 6 years of experience in Requirements Management and Quality Assurance. • Participated and performed all phases of Business Analysis, can start to work from any phase of the project. • Understood the As is Process to convert into to be Process and Prepared the Business Requirements Documents. • A multi-skilled Salesforce professional with good all-round Functional and Technical expertise • Worked on various salesforce.com standard objects like campaigns, leads, accounts, contacts, opportunity, forecast, cases, reports and dashboards • Handled JAD sessions to mitigate time spent in moving information between stakeholders and team members. • Created Business Requirements Document (BRD), Functional Requirements Document (FRD) and translating them to technical specifications • Working with the project teams, Subject Matter Experts ("SMEs") and stakeholders to achieve desired deliverables • Proficient in developing Use Cases, Activity Diagrams, Sequence Diagrams, Collaboration Diagrams. • Query databases, analyze worksheets, study reports, SQL queries for QA testing and report using SQL Server. • In depth knowledge of Software Development Life Cycle using various methodologies like Agile, Waterfall, and all the associated workflows and artifacts • Developed/executed Test scenarios, Test Cases, Test Plans and use cases to support the development team and business groups. Testing along with issue/bug tracking. • Created Test Scenarios. • Defined the Roles and Responsibility of the Team using the RACI Matrix. • Good Understanding of Service Console, Call center, Omni channel. • Good Understanding of Field Service Management.