Salesforce Project Manager
Hewlett Packard Enterprise
Total years of experience :10 years, 7 Months
Project Summary: GSD(Global Service Delivery), a digital transformation Project in which Legacy application is
transformed into Cloud (Salesforce CRM ).It effectively modernizes and aligns HPE Technology Service Support
Processes and technology to adapt to changes in the market and a new style of business powered by IT. Integrated
Salesforce.com platform will power future-state processes and improved service Interactions. It has many modules:
CSC (Customer Solution Center) SRM (Service Request Management) and FSM (Field Service Management).. It
works on Service Cloud (salesforce Console) including Case Management, Entitlement Management, Customization
of salesforce console, using macros in service console, Salesforce chatter. This Application is used for supporting
Led end to end Salesforce service transformation project which consist of Sales cloud, Marketing cloud and Service
cloud for the communication for one of the biggest electronic manufacturing company in south Asia.
• Manage the discovery phase and the full SDLC for a portfolio of projects that included integrations,
customizations and enhancements to the Service and Sales Cloud with a regional rollout for clients
• Led the end-to-end delivery of a Salesforceste.com projects which involve planning, assessment, design,
developing, integrating, testing and deploying a Salesforce.com for Service Cloud and Sales Cloud
• Create project plans with detailed task distribution and execute projects using Agile as well as Waterfall
methodologies to ensure the project is delivered on time and beyond customer expectations
• Manage a deployment project to handle the integration of legacy platforms to Salesforce.com (including
user and license administration / troubleshooting / data migration)
• Plan, manage and execute course of large and complex projects in a PMO providing day - to-day
management and oversight to the portfolio, following established project management methodology
• Facilitate Agile/Scrum meetings and served as the Scrum Master (using Agile tools Version One, JIRA and
RALLY) to oversee internal developers and vendors’ issues to address customer needs and project
requirements in a quick turnaround time.
• Manage the requirements gathering, code review and development of updates to and the creation of
pages using Apex/Visual Force in working with developer and SMEs
• Coordinate the work of creative and technical staff, which will include architects, consultants, developers,
operations and cloud support, business analysis, quality assurance, security, and system administrators
• Oversee project teams of 20 to 30(Developers/BAs/QAs) and budgets over $1M+
• Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels,
including those external to the organization (ie. Vendors) and provided regular status reports to
leadership.
• Support the development of proposals (in response to RFPs, RFIs and Task Orders), statements of work,
and ELAs to include drafting estimation of effort/cost
• Conduct testing and validation to ensure the configuration meets the business requirements and solution
design for future growth and when necessary, write/review QA and UAT test scripts
• Identify, track and resolve project interdependencies and related execution issues/risks
Project Summary: A digital transformation Project in which Legacy CRM is transformed into Cloud (Salesforce
CRM). It effectively modernizes and aligns Hospitality domain to adapt to changes in the market and a new style of
business powered by IT. Integrated Salesforce.com platform will power future-state processes and improved service
Interactions. It has many modules: (eProcurement, Inventory Management, Accounts Payable, Recipe and CapEx )
Client wanted to modernize the application that is being used by hospitality professionals.
Responsibilities:
• Managing communications with stakeholders
• Ensuring accurate and timely reporting of plans, issues, risks, changes, deliverables, dependencies and
budget
• Ensuring all project documentation is delivered to time and quality standards
• Maintain a structured approach to project management, ensuring projects are delivered to time, quality and
cost expectations
• Manage projects through the key stages of the project lifecycle ensuring authorisation to proceed is obtained
from the project board
• Facilitate the definition of project scope, goals and deliverables and document in project brief and initiation
documentation
• Define and gain agreement to the project business case using clear cost/benefit analysis
• Work with senior stakeholders to analyse requirements, define business requirements and the required
project outputs to deliver benefits
• Define the project activities and plan required to deliver the project outputs
End to end transition and implementation of Beeline VMS application as well as migration of SharePoint platform for entire MetLife GTO organization
• Controlling the budget and maintaining the agreed level of expenditure.
• Managing the Project funding and resources, negotiating project changes.
• Managed multiple migration projects and setting and driving project timelines, ensuring all deliverables are met and completed on time.
• Coordinating work for and providing direction to staff to complete deliverables.
• Define technical requirements and document plans for project lifecycle deployment including the scheduling of project deliverables, budgets and timelines.
• Responsible for Vendor On-boarding and Contract Management in line with Policies & Procedures.
• Provide Project/Program Financial status reporting to PMO as well as senior leadership team
• Monitoring Project compliance for EAD projects and notifying PMs for the same.
• Maintain processes to ensure project management documentation, reports and plans are relevant, accurate and complete
• Track and report on project portfolio performance, providing a real-time, comprehensive, and prioritized view of all projects
• Governing the entire approval process of SOW/PDAD for Enterprise App. Development Line of Business.
• Working as Financial Support and Vendor liaison for Project Financials of Strategic Vendors (Cognizant, IBM & Infosys)
• Identifying automation & standardization opportunities focused on eliminating non-value adds and overall optimization
• Experiences in making Process MAP and proper documentation
• Co-ordinate with different project manager globally for the completion of the project
• Participate in IT Management process improvement activities, i.e. discussion
Interacting with the Client Customers and Management of Order Flow- Order receiving, acknowledging, processing, rejecting, cancelling, completing and bill clearing Orders within SLA.
• Provide coaching and assistance to other team members.
• Monitoring the Quality of the Team as per the client targets.
• Responsible for Service Level Management (On time Reporting), Queue Management and assigning Escalation Tickets.
• Handling Escalations and follow-ups of cases requiring further action.
• Handling MIS Reports - Implement and analysis data to create daily, weekly, monthly, and quarterly reports.
• Ad Hoc data collection, analysis and reporting as required.
• Personalize new MIS requirements from Operations perspective and as required for accurate business information.
• Identify process improvements to streamline date collection and report generation.
• Provide technical solutions to the Bell Canada DSL subscribers through chat, thereby, contributing to Customer satisfaction and premium quality services.
• Analyze Customer feedback and suggested improvements.