Karen Silva

Salesforce Business Analyst

IntuEra/Advanced Network Management

08.2019 - Current

Served as SME for Salesforce platform, collaborating with Sales and Service teams to translate business needs into actionable user stories and configurations.
Gathered and documented user requirements to support declarative development, including Flows, custom objects, and validation rules, in line with business priorities and agile delivery.
Led day-to-day administration, including user license management, access controls, profile and permission set configuration, and data sharing protocols.
Streamlined internal workflows with automation solutions using Flow and Process Builder, improving team productivity and reducing error rates.
Conducted regular audits and cleanup efforts to maintain data integrity and system performance, including deduplication and ownership adjustments.
Delivered end-user training and functional documentation to support adoption and enhance user experience across operational teams.
Acted as a liaison between business stakeholders and technical teams to align platform enhancements with operational goals and Salesforce best practices.
Resolved access issues and system errors while identifying opportunities for process improvements and long-term stability.
Participated in sprint planning, testing, and backlog grooming within a formal SDLC process to ensure scalable, high-quality deliverables.
Analyzed platform usage trends and KPIs to recommend Salesforce enhancements, boosting efficiency and user satisfaction across departments.'
Advised leadership on Salesforce releases and recommended relevant feature adoption to maximize ROI and platform capabilities.
Collaborated with stakeholders to analyze business processes, remove bottlenecks, and deliver Salesforce enhancements that improved transparency and team efficiency.
Developed and maintained scalable documentation for system changes, access models, and automation flows to ensure alignment with internal standards and audit-readiness.
Played a key role in defining and improving internal SDLC processes related to Salesforce initiatives, including release coordination, regression testing, and change tracking.
Led root-cause analysis and implemented fixes that reduced support tickets and boosted user satisfaction with Salesforce.