Sana Khan

Program Snapshot End-to-end transformation migrating from Zoho CRM to a unified Salesforce ecosystem — introducing Salesforce Sales
Cloud, Marketing Cloud, and Agentforce AI; SAP HANA Finance and SAP SuccessFactors HR; ServiceNow ITSM & CMBD, ITIL, and ITOM
services; and CPaaS for omni-channel customer engagement — owned full lifecycle from discovery through go-live and hypercare. & Architecture: Led requirement gathering workshops with sales, marketing, brokerage, finance, and HR leadership;
produced AS-IS / TO-BE process maps, BRD, FRD, FDD, solution blueprints, and end-to-end GTM ecosystem architecture. GTM Build: Architected and delivered enterprise Salesforce transformation across Sales Cloud, Marketing Cloud, Data
Cloud, Service Cloud, and Agentforce AI agents — replacing legacy Zoho CRM with a scalable, developer-grade real estate CRM
platform with embedded AI for sales and customer engagement. omni-channel and integrating Meta Ads, websites, SMS,
email automation, CPaaS, and Cloud journeys with intelligent assignment and SLA-driven routing. Engineered API integrations with Bayut, Property Finder, and external portals enabling
centralised multi-listing, broker syndication, and inventory governance. Backbone: SAP HANA Finance and SAP SuccessFactors HR integration covering onboarding/offboarding
automation, compensation frameworks, payroll, and organisational digitisation; integrated Salesforce with SAP Finance and Spiff for
commission, payment, and incentive automation. Identity & Microsoft Stack: Designed Microsoft 365, Entra ID, SSO, identity governance, and enterprise access management
architecture across the GTM ecosystem.
• CPaaS & Compliance: Implemented WhatsApp, SMS, and voice workflows fully aligned with UAE TDRA and telecom regulatory
compliance; embedded data privacy and audit governance throughout.
• ServiceNow Service Mgmt: Led ServiceNow ITSM, ITIL, and ITOM implementation supporting incident, change, asset, and
CMDB governance for the unified ecosystem.

Program Snapshot — Post-merger consolidation of two organisations — Evolve IP and ATSG — into a unified XTIUM enterprise ecosystem.
Owned end-to-end architecture covering merging two Salesforce orgs into one core org with CPQ and Revenue Cloud (RevOps + Client
Success); replacing Microsoft Dynamics and Bluelogix with Workday ERP for Finance, Procurement, and HCM; deploying Microsoft 365,
Intune, and Entra; restructuring employee onboarding/offboarding, device and password management; and rolling out ServiceNow ITSM with
CMDB.
• Dual-Org Salesforce Consolidation: Led merger of two separate Salesforce orgs from Evolve IP and ATSG into a single unified
XTIUM core org — rationalising Microsoft Dynamics 365, Bluelogix, and HubSpot into the consolidated Salesforce architecture.
• RevOps, CPQ & Client Success: Architected enterprise CRM and RevOps transformation introducing Salesforce Revenue Cloud,
CPQ, and Client Success across Sales Cloud and Service Cloud — optimising Quote-to-Cash, Lead-to-Cash, subscription
management, and customer lifecycle visibility.
• Workday ERP Migration: Replaced Microsoft Dynamics and Bluelogix with Workday ERP covering Finance, Procurement, and
HR; designed and delivered bi-directional Salesforce-Workday integration consolidating CRM, finance, and HCM into a unified
architecture across multi-country operations.
• Microsoft & Workplace Stack: Deployed Microsoft 365, Entra ID, Intune, and OneLake across the merged organisation —
restructuring employee onboarding/offboarding workflows, device management, password management, and identity governance;
rolled out Microsoft Fabric, OneLake, and Power BI for centralised data and analytics architecture.
• ServiceNow ITSM & CMDB: Led ServiceNow ITSM, ITOM, and CMDB implementation supporting incident, change, asset, and
operational governance across the merged enterprise — establishing a single source of truth for configuration items and service
relationships.
• DevOps & Release: Established CI/CD pipelines using Copado and Azure DevOps; introduced sandbox strategy, release
governance, and zero-downtime deployment frameworks.
• Automation: Implemented enterprise process automation using Salesforce Flow, Power Automate, and Nintex — significantly
reducing manual processing and approval cycle times.
• Documentation & Reporting: Produced full BRD, FDD, RTM, user stories, and functional documentation; designed executive
dashboards and MIS reports via Tableau, Power BI, and CRM Analytics; led UAT cycles, training, and change management for
global teams. Created Ai agent based central repository in SharePoint integrated with Docusign and salesforce to keep all data at one
place.

• Process Automation: Enhanced operational efficiency by streamlining cross-platform workflows using Nintex, Power Automate, and Salesforce Flow, significantly reducing manual case handling and approval cycles.
• CRM Transformation & Integration: Led successful post-merger unification efforts by consolidating dual Salesforce orgs and integrating Workday HCM & Financials, resulting in a cohesive Salesforce-Workday architecture.
• Data Governance: Developed and implemented comprehensive enterprise-wide data governance standards, ensuring data integrity and compliance across all business applications.
• Stakeholder Collaboration: Fostered strong relationships with cross-functional teams to identify and address CRM needs, driving user adoption and satisfaction.
• Strategic Insights: Utilized data analytics to inform decision-making and optimize Salesforce configurations, enhancing overall CRM performance.

• Acting as Senior Salesforce Consultant and CRM Manager for enterprise digital transformation initiatives across
CRM, ERP and HCM platforms.
• Led Salesforce-Workday integration consolidating CRM and HCM systems into a unified enterprise architecture
supporting multi-country business operations.
• Delivered CRM strategy and RevOps solutions improving lead-to-cash, sales operations, pipeline visibility and
customer lifecycle management.
• Implemented enterprise process automation using Salesforce Flow, Power Automate and Nintex, reducing
manual processing and approval cycle times.
• Established data governance, security and compliance frameworks aligned with GCC regulatory and audit
standards.
• Managed CI/CD pipelines using Copado and Azure DevOps for enterprise release management and stable
deployments.
• Provided ITIL v4 aligned service delivery across Salesforce, ServiceNow and Workday ecosystems.
• Designed executive dashboards and MIS reports using Tableau, Power BI and CRM Analytics for leadership
reporting.
• Led UAT cycles, stakeholder sign-offs, training and change management programs for global teams.

Program Snapshot — Owned end-to-end delivery of multiple Salesforce implementations — from requirement gathering through deployment,
training, and hypercare — for enterprise clients across financial services, technology, and professional services.
• End-to-End Delivery: Led full lifecycle Salesforce implementations as combined Business Analyst + Functional Consultant —
owning every phase from discovery to post-go-live.
• Functional Consulting: Configured Salesforce platform components, automation workflows, validation rules, approval processes,
and system integrations aligned to client business architecture.
• BA Documentation: Authored BRD, FDD, FSD, user stories, RTM, test scripts, and process flow diagrams; conducted stakeholder
workshops, gap analysis, and solution walkthroughs.
• Quality & UAT: Owned SIT and UAT planning, execution, defect tracking via Jira, business approvals, and signoff governance.
• Analytics & Adoption: Built dashboards, reports, and KPI automation supporting leadership reporting; delivered user training,
change management, and adoption programs ensuring high platform utilisation.

• CRM Strategy Development: Analyzed customer relationship management needs to design and implement effective Salesforce solutions that drive business growth.
• Requirement Gathering & Documentation: Collaborated with stakeholders to capture and translate business requirements into comprehensive functional specifications, ensuring alignment with organizational goals.
• Quality Assurance & Testing: Led user acceptance testing (UAT), developed test scenarios, and managed defect resolution processes to deliver high-quality Salesforce solutions.
• Cross-Functional Collaboration: Acted as a bridge between business and technical teams, facilitating workshops, refining user stories, and ensuring clear communication throughout the project lifecycle.
• Salesforce Optimization: Leveraged Salesforce best practices to enhance system capabilities and improve user experience, contributing to increased user adoption and satisfaction.

• Led end-to-end Salesforce implementations as Business Analyst and Functional Consultant for enterprise clients.
• Conducted stakeholder workshops, requirements elicitation, gap analysis and solution walkthroughs.
• Prepared BRD, FDD, user stories, RTM and functional documentation.
• Owned UAT planning, execution, defect tracking and business approvals.
• Built automation, dashboards and reports supporting business KPIs.
• Delivered user training and adoption programs ensuring high platform utilization.

• Lightning Migration: Delivered Salesforce Classic to Lightning Experience migration for a large enterprise organisation —
implementing Service Cloud, Omni-Channel, Service Console, and enterprise automation workflows.
• Techno-Functional Build: Developed Apex triggers, Lightning Web Components (LWCs), Visualforce conversions, and enterprise
system integrations supporting platform scalability.
• Release & Optimisation: Supported production support, release governance, CI/CD pipeline operations, sandbox refresh strategy,
and continuous platform optimisation.
• Stakeholder Engagement: Partnered with product owners, developers, and end users to translate business requirements into
technical solutions, with hands-on UAT and rollout coordination.

• Salesforce Transformation: Successfully migrated a legacy Salesforce Classic organization to Lightning, streamlining workflows and significantly improving user experience.
• Operational Excellence: Proactively identified and resolved platform issues, implemented enhancements, and managed change control processes to ensure continuous operational stability.
• Advanced Development & Automation: Developed robust Apex triggers, batch jobs, and Lightning Web Components (LWCs) to enhance data synchronization and drive automation efficiency.
• Cloud Strategy & Optimisation: Configured Omni-Channel and Service Cloud features to optimize customer service operations, resulting in improved response times and customer satisfaction.
• Stakeholder Engagement: Collaborated with cross-functional teams to gather requirements, ensuring alignment with business objectives and driving successful project outcomes.

• Delivered Salesforce Classic to Lightning migration for a large enterprise organization.
• Implemented Service Cloud, Omni-Channel, Service Console and automation workflows.
• Developed Apex triggers, LWCs and enterprise integrations.
• Supported production support, release governance and platform optimization.

• Client Engagement: Led Salesforce consulting projects, effectively translating business requirements into scalable and impactful technical solutions.
• Nonprofit Cloud & Application Development: Developed and implemented NPSP, Grant Management, and Outbound Funds solutions, enhancing nonprofit fundraising and service delivery efficiency.
• Data Migration: Orchestrated data integration and automation workflows, significantly improving donor lifecycle management and reporting precision.
• Delivery Governance: Managed project timelines and delivery governance, ensuring adherence to best practices and stakeholder satisfaction.
• CRM Strategy: Collaborated with cross-functional teams to define and execute CRM strategies, driving user adoption and maximizing system capabilities.
• Continuous Improvement: Identified opportunities for process enhancements, leveraging Salesforce features to optimize organizational performance.

• Delivered Salesforce consulting for nonprofit and enterprise clients.
• Implemented NPSP, Grants Management and fundraising solutions.
• Executed data migration, integrations and reporting enhancements.
• Managed delivery using Jira and Confluence.

Program Snapshot — Progressed from Team Member to Team Lead delivering 8+ end-to-end Salesforce implementations across nonprofit,
education, and enterprise sectors — owning full BA + technical delivery lifecycle on each engagement.
• Nonprofit (NPSP) Implementations: Delivered multiple Salesforce NPSP implementations for nonprofit organisations — covering
donor management, fundraising, Grants Management, recurring donations, soft credits, GAU allocations, and household model
design; led stakeholder workshops, requirement gathering, and end-user training.
• Education Cloud & Higher Ed: Implemented Salesforce solutions for educational institutions — configuring student lifecycle
management, admissions workflows, programme tracking, alumni engagement, and constituent relationship models.
• Legacy-to-Salesforce Transformation: Led digital transformation projects converting clients legacy systems and disparate
spreadsheets to Salesforce — owning data extraction, ETL mapping, deduplication, validation, sandbox-to-production migration, and
cutover planning.
• Full BA Lifecycle: Authored complete BA documentation suite including BRD, FRD, FDD, user stories, use-case diagrams, RTM,
process flow charts, gap analysis reports, test cases, training manuals, and UAT signoff documents.
• Techno-Functional Configuration: Built declarative automation (Process Builder, Workflow, Flow), validation rules, approval
processes, custom objects, page layouts, record types, profiles, permission sets, and role hierarchies aligned to business security
models. & third-party AppExchange Data Loader and Workbench
based data migrations, development. Mentored junior consultants, ran daily stand-ups, coordinated sprint deliverables in Jira/Confluence,
and acted as primary client liaison for assigned engagements through to post-deployment support and hypercare.