Hemant Batra

● Senior Business Analyst/Project Manager with extensive experience in CRM transformation, business process analysis,

requirement gathering, stakeholder management, and Agile delivery. Experienced in Salesforce Sales Cloud, Service Cloud, and

CRM modernization initiatives supporting healthcare, BFSI, and enterprise clients.

● Proven expertise in conducting workshops, requirement elicitation sessions, business process mapping (AS-IS / TO-BE), user story creation, BRD/FRD preparation, UAT coordination, defect management, and Salesforce solution delivery. Strong ability to bridge the gap between business stakeholders and technical teams to deliver scalable CRM solutions aligned with business objectives.

● Hands-on experience working with Agile/Scrum methodologies, Jira,

Confluence, RTM preparation, process flows, use cases, and cross functional collaboration with Salesforce developers, architects, QA teams, and business users.

● Successfully delivered multiple projects spanning transition programs and application development initiatives, meeting scope,

schedule, and quality objectives.

● Worked as a Delivery Manager within a Program Management structure, overseeing multiple concurrent US-based projects.

● Served as Project Manager for multiple cross-functional teams,

coordinating developers, QA, analysts, and stakeholders across geographies.

September’2023 – Present with Flytech Solution, Noida as Senior Business Analyst

Key Result Areas

• Collaborated with business stakeholders, payment operations teams, product owners, SMEs, and end users to gather,

analyze, and document business requirements for Salesforce CRM solutions, digital banking platforms, and payment processing applications.

• Conducted requirement elicitation workshops, JAD sessions, stakeholder interviews, and discovery meetings to identify business needs, process improvement opportunities, and payment modernization requirements.
• Prepared and maintained Business Requirement Documents (BRD), Functional Requirement Documents (FRD), User

Stories, Use Cases, Process Flows, RTMs, Functional Specifications, and Acceptance Criteria.

• Analyzed AS-IS and TO-BE business processes and translated business requirements into Salesforce Sales Cloud, Service

Cloud, and payment domain functional solutions.

• Supported business process analysis for ACH, SEPA, domestic payments, transaction processing, reconciliation, settlement,

payment lifecycle management, and exception handling workflows.

• Participated in requirements discussions involving ACH payment processing, NACHA file validation, SEPA Credit Transfer

(SCT), SEPA Direct Debit (SDD), payment message validation, transaction status tracking, and settlement processing.

• Worked closely with Salesforce developers, architects, QA teams, integration teams, and business users throughout the project lifecycle to ensure successful solution delivery.
• Created and managed user stories, acceptance criteria, and functional requirements in Jira to support development, testing,

and release activities.

• Supported Salesforce implementation and enhancement initiatives involving customer management, case management,

workflow automation, customer servicing, reporting, and operational process improvements.

• Collaborated with technical teams on Salesforce integrations, API-based interfaces, payment gateways, banking platform integrations, data migration activities, and customer transaction services to ensure seamless business process execution.
• Participated in solution design discussions and validated proposed Salesforce and payment solutions against business objectives, operational requirements, and compliance standards.
• Coordinated User Acceptance Testing (UAT), prepared business test scenarios, validated CRM and payment workflows,

managed defect tracking, and ensured successful business sign-off.

• Developed process maps, workflow diagrams, data flow documents, and business documentation using Visio and other collaboration tools.
• Worked with stakeholders to improve CRM adoption, payment processing efficiency, customer experience, operational controls, and overall business process effectiveness.
• Facilitated Agile ceremonies including sprint planning, backlog grooming, sprint reviews, requirement prioritization, and stakeholder demonstrations.
• Monitored project risks, dependencies, issues, and change requests while ensuring timely communication with business and technical stakeholders.
• Supported release planning, deployment activities, post-production validation, and go-live support to ensure successful solution implementation.
• Collaborated with cross-functional teams across development, QA, UAT, operations, and business functions to ensure alignment between business requirements and delivered solutions.

Projects Handled – Salesforce CRM Transformation Program, Sales Cloud Implementation & Enhancement, Service Cloud

Case Management Solution, Healthcare CRM Transformation Platform, Arvest Digital Banking & Payments Platform, Frost

Bank Digital Banking Modernization Program, ACH Payment Processing & Settlement Platform, SEPA Payment Integration

& Transaction Management Platform, PatientConnect Salesforce Program, Salesforce Data Migration & Integration Initiative

● BCOM from Delhi University, Delhi

● Higher Diploma in Software Engineering (HDSE)– Aptech (2 Years)