Angu Sathish S

A highly motivated and results-driven Salesforce Business Analyst and Functional Consultant with 8+ years of experience delivering business-driven solutions across Salesforce, Certinia PSA, and Field Service Lightning (FSL), supported by strong expertise in Salesforce administration and development. 4+ years of hands-on Certinia PSA experience (2020–Present) across implementation, administration, and solution consulting. Proven ability to partner with stakeholders, leadership teams, and cross-functional groups to understand business objectives, gather requirements, align technology solutions, and drive measurable business value.

Senior Engineer (Certinia PSA Consultant | Business Analyst | Salesforce Administrator) at Nagarro (2024-12 – Present)

• Acting as a primary customer facing technical lead, partnering with stakeholders to understand business objectives and drive successful Salesforce (Certinia) implementations aligned with customer goals.
• Building and maintaining strong stakeholder relationships, collaborating with Solution Architects, business leaders, and cross-functional teams to ensure alignment across technical and business priorities.
• Providing strategic guidance by analysing customer environments, identifying optimization opportunities, and recommending scalable solutions to improve ecosystem performance and business outcomes.
• Delivering business value through Salesforce solutions, including Certinia PSA and ERP customizations using Apex, LWC, and automation frameworks to address customer challenges and enhance operational efficiency.
• Designing and executing adoption roadmaps, enabling customers through structured implementation plans, training support, and best practices to maximize platform utilization.
• Applying deep technical expertise in Salesforce platform, resolving complex technical issues, aligning product capabilities with customer requirements, and ensuring high-quality solution delivery.
• Conducting proactive system reviews and performance analysis, identifying trends, recommending enhancements, and ensuring platform stability, scalability, and continuous improvement.
• Leading data migration and integration efforts using Data Loader, Workbench, and SOQL, ensuring data accuracy, governance, and system reliability.
• Collaborating with Sales, Engineering, and Product teams to strengthen customer success initiatives, support revenue opportunities, and deliver cohesive solutions.
• Managing DevOps and release processes using Gearset and CI/CD pipelines, ensuring smooth deployments and continuous delivery.
• Demonstrating adaptability by evolving with Salesforce platform updates, incorporating new features, releases, and best practices into ongoing solutions.
• Improved system efficiency and reduced manual effort by 40% through automation and process optimization.

Senior Software Analyst at vCollab Etiquette (2024-06 – 2024-12)

Project: OnCourse (Certinia PSA & Case Management)

• Led stakeholder sessions to gather requirements for the OnCourse project, focusing on Certinia - PSA and Case Management functionalities.
• Identified process inefficiencies and recommended improvements aligned with project goals and best practices.
• Developed functional specifications and user stories to communicate requirements to development teams.
• Facilitated integration between Certinia - PSA and Case Management modules for seamless data flow.
• Maintained project documentation including requirements, process flows, and specifications.
• Designed and executed UAT test cases, collaborating with end users to validate system functionality. Managed change requests, assessing their impact on project scope and timelines.
• Acted as primary liaison between technical teams and business stakeholders.
• Administered Certinia systems, managing user access, roles, and permissions to ensure security and compliance. Collaborated with development teams to implement system updates and enhancements based on user feedback and business needs.
• Monitored system performance and user activity, implementing enhancements to improve efficiency and user experience.
• Provided ongoing support and troubleshooting for Certinia-related issues, acting as the first point of contact for user inquiries.

IT Developer / Engineer I — Business Analyst & Developer at Hewlett Packard Enterprise (2020-03 – 2024-05)

Project: Global Service Delivery (PSA & FSL)

• Managed company projects and finances to track revenue and utilization efficiently and migrated people and projects to Certinia (FinancialForce PSA and FSL).
• Led 4+ key projects through end-to-end business requirements for the Software Development Life Cycle, identifying new requirements to define project scope and roadmap for 2+ projects per quarter.
• Developed working prototypes, workflow diagrams, and detailed processes for PSA and FSL implementations, enhancing system understanding and improving efficiency by 60%.
• Conducted user training sessions for PSA and FSL platforms, ensuring end-users grasp system functionalities and best practices. Facilitated knowledge transfer sessions, providing insights into the functional aspects of these systems.
• Created detailed design documents outlining system architecture, data models, and integration points, and developed development documents specifying coding standards, best practices, and guidelines for the development team.
• Prepared technical documents detailing system configurations, customizations, and integrations in PSA and FSL environments.
• Led a Transform Project migrating a legacy application to Cloud, working with Apex, Flows, LWC, HTML, Lightning App Builder, VF pages, and page development.
• Hands-on experience in Certinia (formerly PSA – Professional Services Automation) and FSL (Field Service Lightning).
• Experienced in Service Cloud including Case Management, Entitlement Management, and Customization of the Salesforce console, supporting HP's post-sales product application.
• Developing Objects, Relationships, Record Types, Page Layouts, and automation (Validation Rules, Workflows, Approvals) for an IT Service Management (ITSM) solution. Configuring incident, problem, change, release, knowledge, and request fulfilment processes. Enhancing service level, asset configuration, and service catalogue workflows to minimize downtime and improve service efficiency.

Customer Solution Centre – Technical I (Salesforce Administrator) at Hewlett Packard Enterprise (2020-03 – 2020-03)

Project: PointNext GSD Global Support (Admin PSA & FSL)

• Thoroughly analysed user queries and delivered standardized support, ensuring precision and excellence in issue resolution to enhance user experience.
• Created data models and database designs to deliver on project requirements and performance objectives.
• Performed regular data validation and cleansing, optimizing database quality standards.
• Built and maintained partnerships with developers and product team members to influence process, product, and application development, working closely with departments to verify database operations aligned with company standards.
• Tested database performance and functionality, implementing modifications to correct issues.
• Developed, implemented, and maintained user profiles, roles, permissions, sharing rules, assignment rules, queues, and licenses.
• Experience with Apex Data Loader, GitHub, Change Sets, Workbench, Azure, and Gearset.
• Hands-on experience implementing a PSA solution based on Salesforce technology (FinancialForce / Certinia).
• Created a macro for High Priority / Major Incidents to update case fields efficiently during high-volume periods, alongside an SFDC report to view all high-priority cases with Safe ID and user details (joint object report).
• Created a macro for the approval process to reduce risk in user profile creation, modification, overhaul, re-activation, and deactivation.
• Created a macro for the internal case validation process to improve customer success outcomes.
• Integrated multiple SharePoint sources into a single Excel workbook using Microsoft Query for daily business reporting.

Senior Associate at Wipro Limited (2018-08 – 2020-03)

Project: Order Management & HP Inc. Data Migration

• Worked on long-term, large-scale data implementation and support for various clients to enable efficient business processes.
• Involved in full-cycle implementation and resolution of post-implementation issues.
• Applied strong knowledge of business processes to develop and test SAP functions associated with purchasing, inventory, storage, and materials resource planning, primarily for Process Industry clients.
• Integrated Excel VBA and SAP scripting to automate SAP processes.
• Created an Excel Macro to prepare a Supplies Template, reducing processing time and improving accuracy (submitted as a Kaizen improvement).

Bachelor's degree in Computer Science Karpagam University (2018)