Process Analyst
Apple
Total years of experience :13 years, 2 Months
Salesforce Implementation & Business Process Redesign
• Lead Process Analyst supporting the initiation, design, and planning phases of a global Salesforce implementation project for Apple's WW Sales and Operations team.
• Conducting sales process mapping using Miro and identifying inefficiencies in various regions
• Designing and implementing improved sales processes for both Enterprise and Channel sales to increase efficiency and productivity
• Established and maintained effective governance frameworks for the Salesforce system, encompassing license structure, user access, and compliance with organizational policies, ensuring data security and regulatory adherence.
• Supporting pre project activities of defining roadmap, governance model, data model, and migration plan
• Developing and executing a migration plan from an existing CRM to Salesforce
• Build and customize dashboards, reports, and automated workflows to streamline sales processes and improve data accuracy and reporting.
• Leading User Acceptance Testing (UAT) and conducting functional testing to ensure successful implementation of Salesforce platform.
• Providing post-implementation support to ensure the continuous improvement of the Salesforce platform and maintaining user satisfaction.
BC Vaccine Management System
• Resolved production incidents related to the BC Vaccine Management System built on Salesforce Health Cloud and HL7 standards through troubleshooting.
• Conducted technical investigations and provided root cause analysis, along with corrective and preventive solutions
• Proposed solutions to recurring issues, closing monitoring gaps, and reducing manual work
• Communicated with end users, business stakeholders, and technical resources
• Created and maintained system support documentation on Confluence
• Supported the initiation, design, and planning for production releases to ensure smooth rollouts
• Coordinated with multiple support teams to address system integration and data quality issues related to BC Provincial Healthcare systems
• Utilized Salesforce Data Loader to export data and update large amounts of records, including over 3 million vaccine forecasts.
Responsibilities:
• Drug/Benefits Adjudication Systems
• Worked closely with TELUS Health clients to understand business needs, gather user, functional, and non-functional requirements, and translate them into functional designs.
• Created detailed Business Requirement Documents (BRD), Functional Requirement Documents (FRD), and Software Requirements Specifications (SRS) in line with standard
methodology and HL7 protocols
• Led meetings and served as the change request lead while efectively communicating with business, development, and QA teams.
• Proactively contributed to multiple implementation projects, leveraging excellent communication skills to build and maintain strong client relationships.
Salesforce Implementation & Business Process Improvements
• Developed Nationally Standardized future-state business processes to support management of 150K+ volunteers, volunteer engagement, fundraising, and gift processing on the Salesforce platform.
• Developed strategic funding models aligning expenses with utilization, resource requirements, and business value, ensuring cost-effective and sustainable adoption.
• Defined roadmap for future releases based on functional, technical, and funding requirements
• Prioritize requirements to determine which should functionality should be built in Salesforce
• Created business and functional requirements documents, process diagrams, integration data maps, and test scripts to support in the design, development and testing phases of the project.
• Supported QA teams in the development of complete and comprehensive end-to-end, and functional test cases.
• Supported change management and training materials development in alignment with final solution documentation.
• Documented and analyzed existing processes across 5 regions to develop integration and data migration plans.
• Created test scripts and conducted User Acceptance Testing (UAT) sessions with stakeholders.
• Developed training content in various formats including PowerPoints, videos, and user guides.
Development Charges Application
• Documented requirements for a new Salesforce Lightning application to handle Residential & Non-Residential Development Charges, and Water connection processes while applying standard Business Analysis techniques.
• Conducting interviews, and workshops with users from Finance, Public Works, and Corporate Reporting to capture and document detailed requirements.
• Analyzing existing legacy system, processes, and documentation to identify requirements and opportunities for improvement.
• Enhancing the existing manual/off-system processes and developing new procedures in Salesforce.
• Consolidate multiple manually generated reports into 3 key automated reports.
• Set up a Partner Community to allow collaboration with Mississauga, Brampton, and Caledon.
• Created standardized template to be used by Mississauga, Brampton, and Caledon to report Development Charges collected on behalf of Peel Region. Automated loading of templates into Salesforce eliminating days of previous manual entry.
• Developed a new automated process to load financial data into Peoplesoft saving business users 1 day of work.
Pension Administration System
• Applying Business Analysis Body of Knowledge (BABOK) standards as the lead BA for Payroll (Inc. Banking & Taxes), Enrollments, Transfer In/Out, Family Law Valuation/Division, and member portal.
• Eliciting and documenting requirements from Client Services, Pension Specialists, Finance, Policy and management.
• Establish and enhance new and existing processes and develop standard operating procedures
• Investigating issues logged by users to determine impacted population, root cause, and workarounds.
• Testing new system releases to verify requirements.
• Provide support and guidance to Training and Service teams.
• Bridged a gap between the finance and plan operations department. Redesigned all shared processes to maximize efficiency and leverage use of the new system.
• Eliminated the use of Sharepoint for logging EFT recalls, and banking information updates; cutting processing time by over 50%.
• Simplified multiple non-resident bank information forms into 1 form making it easier for members and processors.
Salesforce VEEVA
• Lead BA for Salesforce VEEVA CRM / VEEVA CRM Mobile enhancements, configurations, customizations, data migrations, and integrations.
• Conducting detailed business & IT stakeholder interviews (Sales, Marketing, IS, Compliance) requirements elicitation, and documentation to support application development.
• Devised and implemented robust sustainment strategies for a diverse range of enterprise SaaS systems, including Salesforce, fostering long-term stability and alignment with organizational goals.
• Planning testing strategy, creating and signing off test-scripts, and executing User Acceptance Testing (UAT)
• Managing and implementing Amgen Change Management process
• Developing and executing a detailed plan to migrate from custom Salesforce Companion (SFC) apps to VEEVA CRM Mobile
• Providing oversight for planning, design, build, configuration, and testing for all system releases.
• Collaborating with IT infrastructure teams in solution development and sustainment.
IBM Cognos BI Reporting
• Lead BA for a new reporting environment utilizing IBM Planning Analytics 10.3, IBM Cognos 10.3, Informatica Powercenter 9.6, and SQL Server 2014.
• Rationalizing existing reports from 900 to 250 for migration to new environment
• Understanding new/existing business processes, gathering business reporting requirements; and converting requirements into detailed reports for strategic decision making
• Wrote and executed SQL queries to provide custom reports to marketing and sales teams
• Developing test plans and test scripts in HP Quality Center
mARK EDRMS/CMS Solution
• Elicited requirements for custom EDRMS/CMS solution built to consolidate several legacy systems from various sources, and to integrate to existing CRM/Mobile Apps.
• Assisted in development and execution of user interface designs
• Coordinated with software developers and engineers in testing and verification of software development tasks.
• Prepared content migration plans and content tree for assigned interfaces.
• Defined user-level security according to product group requirements
Principle Investigator Payment Effectiveness (PIPE)
• Lead BA for a multi-million dollar global process improvement initiative to standardize, streamline, and automate payments to clinical sites in 30 countries
• Worked with stakeholders globally (R&D, Medical Affairs, IS, Accounting, etc.) to elicit business, and functional requirements
• Analyzed gathered requirements to create business and functional requirements documentation
• Communicated and delivered requirements to vendor to drive effective SaaS solution
• Led Quality/testing team ensuring requirements documentation are translated into test plans, reviewed/approved test plans in HP Quality Center, and communicated all defects to vendor
• Performed change impact assessments to identify potential risks associated with requirement changes
• Defined system integration and conversion strategies
• Developed Requirement Traceability Matrix to record the relationship of the requirements to the design, development, testing and release of the software
• Led reporting team and generating business/technical/test requirements for 7 key reports
• Measured and monitored system success criteria
Website and iOS/Android Mobile applications:
• Led an initiative to create a website, iOS, and Android application for use by doctors and medical professionals to obtain more information on Amgen products and contact Amgen Healthcare professionals
• Created requirements documentation, design mock-ups, use cases, and use case diagrams to model business and functional requirements.
• Conducted regression testing, and led UAT sessions using developed test scripts.
Document Migration
• Creating required Data Migration Plan, and performing data transfer verification testing for the migration of 5000+ validated documents from a legacy system to a new document repository system
Combined a love for technology, business and management and study at Canada’s largest school dedicated to business management and information and communication technologies