Salesforce Business Analyst | Salesforce Administrator
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Salesforce professional with 5+ years of experience at Capgemini India Pvt. Ltd., delivering scalable end-to-end CRM solutions and driving CRM transformation for global enterprise clients across Sales Cloud, Service Cloud, Experience Cloud, and Field Service Lightning.
Worked across three disciplines: Business Analysis (requirement gathering, business process modelling, BRD/FRD authoring, user stories, requirements traceability, and UAT coordination); Salesforce Administration (security model design, declarative automation via Flow Builder, process automation, sandbox management, data governance, and platform stability); and Salesforce Development exposure in Apex, Lightning Web Components. Skilled at facilitating stakeholder workshops and process walkthroughs, managing product backlogs, providing functional guidance to Architects, Developers, and QA teams, and tracking risks and dependencies across the full Agile delivery lifecycle. Demonstrated ability to perform root cause analysis (RCA), apply SDLC and testing methodologies, drive continuous improvement, and produce high-quality documentation for governance and reuse.
Familiar with Agentforce vibes and evolving Salesforce AI capabilities. Delivered measurable outcomes across all engagements: 40% reduction in manual effort, 35% improvement in CRM data quality, 30% reduction in dispatcher intervention, and go-lives serving 500+ users.
Salesforce Business Analyst & Administrator at Capgemini India Pvt. Ltd. (2024-10 – 2026-05)
Conducted stakeholder workshops and process walkthroughs to elicit and document business requirements — produced BRDs, FRDs, user stories, acceptance criteria, functional specifications, and process flow diagrams, ensuring adherence to Salesforce best practices and governance standards throughout. Maintained end-to-end Requirements Traceability Matrix (RTM) — ensured full linkage from business objectives through development, UAT, and sign-off; produced high-quality structured documentation including configuration notes and training resources for governance and reuse. Managed and groomed product backlog in JIRA and Confluence — collaborated with the Product Owner to prioritise epics and stories, provided functional guidance to Salesforce Architects and Developers, and facilitated sprint planning, backlog grooming, daily standups, and retrospectives on 2-week Agile cycles.
Cloud portal — managed profiles, permission sets, OWD & sharing rules, validation rules, Flow Builder automation, Approval Processes, and Duplicate Rules within Salesforce Lightning Experience; governed sandbox environments and managed change and release cycles via Change Sets, Git, and Bitbucket.
Salesforce Business Analyst & Administrator at Capgemini India Pvt. Ltd. (2024-03 – 2024-09)
Conducted requirement elicitation sessions, stakeholder workshops, and process walkthroughs — produced user stories, epics, process-flow diagrams (draw.io), wireframes, and functional specifications for FSL and Service Cloud implementation aligned with business goals and CRM transformation objectives. Performed gap analysis between existing field-service processes and Salesforce FSL capabilities; identified requirement gaps, communicated risks and dependencies, and recommended configuration-first, business process optimisation-driven solutions ahead of development. Collaborated with QA teams to define test strategies and acceptance criteria; authored test plans and test cases for FSL Work Order routing, Service Appointment scheduling, and mobile app workflows; coordinated UAT and achieving on-time go-live sign-off.
Managed product backlog in JIRA — groomed and prioritised stories, tracked delivery against sprint commitments, ensured continuous improvement across delivery cycles; produced user enablement training documentation improving FSL adoption post go-live.
Salesforce Analyst – Data Management & BAU Support at Capgemini India Pvt. Ltd. (2022-04 – 2024-02)
Gathered and analysed business requirements for 20+ BAU enhancements — produced user stories, FRDs, and impact assessments in Confluence; maintained requirements traceability (RTM) and managed stakeholder sign-off through formal Change Request and Release Management process. Performed root cause analysis (RCA) on recurring CRM data and platform issues — identified systemic problems, proposed corrective configurations, and tracked resolution to closure; significantly reducing P1/P2 repeat incidents and improving SLA performance using ServiceNow. Led data governance project to identify obsolete and duplicate records and improve overall data quality to ensure reliable reporting and help business work with more accurate and legacy data.
