Sherine Greig
Denton
Summary
Versatile and results-driven Senior Business Analyst with 20+ years of experience leading cross-functional initiatives across the IT/software domain. Proven success in Salesforce CRM, CPQ, SFCC, Health cloud and ERP implementations across industries including eCommerce, energy, utilities, healthcare, and finance. Recognized for translating complex business needs into scalable technical solutions, managing stakeholder engagement, and mentoring teams in Agile/Scrum environments.
Highly skilled Salesforce Business Analyst with in-depth understanding of CRM systems, specifically Salesforce. Profound experience in business process re-engineering and requirement gathering to improve sales operations. Strengths include strong analytical abilities, effective communication skills, and proficiency in data analysis and visualization tools. Demonstrated success in driving efficiency and productivity through evaluation of business processes and implementation of process improvements.
Overview
14
14
years of professional experience
Work History
Senior Salesforce Business Analyst-
Tech Mahindra Americas Inc.
02.2024 - Current
- Domain: Health care, Loan and Grant, Critical Incident Reporting for public sector, Govt project
- Utilized Salesforce Sales and Service Console to automate Public sector workflows including Medicaid forms and application workflows, Critical Incident Reporting, Cannabis Licensing, and the Loans and Grants
- Gathered data, created process flow diagrams, documented processes, identified root causes, and translated business requirements into technical specifications.
- Collaborated with stakeholders to understand pain points, gather requirements, created functional documentation including epics, features, user stories, and test cases.
- Performed SIT/UAT and regression testing, and defect analysis created RTM
- Created external community portal- experience cloud for third party users and optimized Azure Blobs for storage and integrated to service cloud via MuleSoft
- Conducted sprint ceremonies including refinements, retrospectives, and demos.
- Created training materials, manuals, RFPs, and FRDs.
- Performed process mapping, data mapping, and data validation
- Led the end-to-end automation of legacy loan and grant management workflows for the state of Vermont Loans and Grants Tracking system (public sector), transitioning from manual, email- and Excel-based processes to a streamlined digital system aligned with U.S. public sector lending practices
- Elicited and documented business and functional requirements, ensuring compliance with US federal and state lending and grant disbursement regulations (e.g., 2 CFR Part 200), and facilitated stakeholder alignment throughout the loan sanctioning lifecycle for the state of Vermont Loans and Grants Tracking system (public sector)
- Responsible for RTB - Operational Monitoring and Reporting, Process Optimization, Stakeholder Communication and Compliance & Risk Monitoring
- Salesforce Azure DevOps Integrations
- Acted as liaison between stakeholders and development teams for the Group Life Insurance and health insurance implementation for the state.
- Creation of KPIs Reports and Dashboards
- Designed and implemented validation rules, flow builders, and triggers to ensure business logic and performance
- Defined sharing rules and role hierarchies
- Creation of users, and public groups; assigned appropriate profile, roles and permissions.
Functional Business Analyst - Business Process Analyst
Holt Cat
09.2023 - Current
- Domain: Energy and Utility, Rental and lending services
- Delivered Salesforce CPQ and Sales cloud integration with MuleSoft, Informatica, and Rental man
- Implemented and integrate DocuSign via App Exchange
- Created Epics, Features and User Stories. Collaborate with product owner and scrum master for backlog grooming, and conducted sprint ceremonies.
- Designed and developed workflows and functional diagrams utilizing spreadsheets, and process maps including context diagrams, UML.
- Led end-to-end analysis and design of CPQ (Configure Price Quote) solutions using Salesforce CPQ and Apttus platforms to streamline quoting and pricing processes.
- Executed SIT/UAT and regression testing
- Created Salesforce users, assigning roles, profiles, and permission sets
- Defined sharing rules and role hierarchies to ensure secure and appropriate data access.
- Developed validation rules and automated processes using Flow Builder to enforce business requirements.
- Responsible for RTB - Operational Monitoring and Optimization, Stakeholder Communication, Incident and Issue Management, Support for Continuous Improvement and Compliance & Risk Monitoring
- Recommend and document procedural changes, define improvements, and develop standard operating procedures (SOPs) and functional requirement documents (FRDs).
- End to end automation of equipment lending and servicing by integrating Rentalman with SF CPQ using MuleSoft and Informatica.
- Delivered training sessions and documentation for business users on how integrated systems (Salesforce, payment APIs, MuleSoft) impact daily operations
- Salesforce Azure DevOps Integrations from experience cloud for file transfer
- Partnered with integration architects to define MuleSoft API specifications for real-time Salesforce data exchange.
- Collaborated with cross-functional teams to map Lead-to-Order (L2O) processes.
- Acted as key liaison between business units and Salesforce COE to define requirements for CPQ customization and Apttus CLM (Contract Lifecycle Management) integration.
- Cash to Quote- Conducted gap analysis and implemented data-driven recommendations to optimize the quoting process for dealers and resellers in the partner channel.
- Gathered feedback from end users regarding usability issues related to applications or systems.
Senior Salesforce Business Analyst
Shell
04.2022 - 04.2023
- Domain: Oil and Gas, eCommerce
- Served as Product Owner for SFS Trailhead End-to-end implementation and user onboarding.
- Salesforce Sales cloud and experience cloud end-user support and onboarding
- Stakeholder identification, engagement, management, and workshops
- Generated feature requests, FRDs, BRDs, test planning, and execution
- Requirement elicitation, prioritization, and MVP definition
- Created Epics, User stories, PBIs, and Test cases in Azure DevOps
- Documented 'as-is' and 'to-be' requirements
- Trained Salesforce Sales users across 30+ countries
- Designed and optimized partner enablement flows using Salesforce Partner Community, enhancing partner onboarding experience
- Developed and maintained business process documentation, for CPQ enhancements, resulting in improved alignment between technical teams and business stakeholders.
- Responsible for RTB - Operational Monitoring, Stakeholder Communication, Issue Management, Continuous Improvement and Compliance & Risk Monitoring
- Managed ticket troubleshooting and process improvements
- Created dashboards and reports in Power BI
- Salesforce Marketing Cloud lead creation, campaigns, and data forms
- Third-party risk assessment and security clearance
- Third party onboarding in experience cloud and file exchange- Salesforce Azure DevOps Integrations from experience cloud
- Facilitated UAT (User Acceptance Testing) and conducted training sessions for global users to ensure successful rollout of CPQ and partner process updates
- Establish KPIs for sales optimization on dashboards
- Implemented user satisfaction surveys for process improvement through Medallia.
- Coordinate with Salesforce support for feature improvements
Business Process Analyst - Consultant / Project Manager
Global Gateway Infratech
12.2021 - 04.2022
- Domain: Energy and Utility, eCommerce, Finance
- Gathered and prioritized requirements for Smart Homes and Offices ERP functionalities.
- Created BRDs and FRDs as per RFP.
- Developed end-to-end Procure to Pay and E-invoicing
- Planned, designed, developed, and launched operational and financial plans to support business processes.
- Conducted and forecasted, monthly and quarterly business reviews, annual operations planning.
- Managed customer relationships for B2B and B2C sales.
- Automated quote-to-cash process, eliminating manual steps and reducing errors.
- Utilized Azure DevOps for epics, user stories, PBIs, and test cases.
- Document processes using CDs for As-Is and To-Be states.
- Defined use cases and acceptance criteria for extracting and syncing Salesforce data using Informatica Cloud Data Integration.
- Supported configuration of pricing rules, product bundles, and approval workflows within Salesforce CPQ.
- Collaborated with IT and partner operations teams to implement process improvements and automation for partner deal registration and pipeline tracking.
- Utilized agile methodologies to manage backlog, conduct sprint planning, and prioritize CPQ and partner process enhancements based on business value.
- Developed detailed API integration requirement documents for payment gateway solutions such as Stripe, PayPal, and Authorize.net
Business Analyst, Program Director
Elm Foundation LLP
05.2016 - 10.2021
- Company Overview: Domain: Education, Life Insurance, eCommerce, Finance
- Led MS Dynamics and Salesforce transformation projects
- Conducted corporate and classroom training in BA methodologies, CRM, Agile
- Manage marketing cloud initiative including reporting, dashboards, troubleshooting, and workflows.
- Facilitate digital transformation for Micro finance projects.
- Draft scope documents, requirements (functional & non-functional), BRDs, and FRDs.
- Lead daily scrum and connect business with IT for PBI analysis.
- Utilize Azure DevOps for user stories, acceptance criteria, PBIs, and UAT test cases.
- Use Jira for user stories, PBIs, and story mapping.
- Collaborate with technical teams to translate business requirements into specifications.
- Automation of the Life Insurance policy claim and case management by analyzing current workflows
- Identifying inefficiencies, and delivering actionable requirements that led to faster, more accurate enrollments.
- Integrate data from the marketing cloud.
- Conduct JAD sessions and workshops.
- Lead client engagement sessions, scrum, retrospectives, grooming, and demos.
- Directed end-to-end program development, admissions, foreign tie-ups.
- Ensured compliance with PCI-DSS standards during payment gateway API implementation planning and testing.
- Managed stakeholder expectations through clear communication of API capabilities, error handling, and response times.
- Created and maintained integration architecture diagrams showing how Azure DevOps pipelines deploy Salesforce metadata components.
- Domain: Education, Life Insurance, eCommerce, Finance
Business Analyst
Aivea Corporation
03.2011 - 04.2016
- Domain: Insurance, Energy and Utility; Finance
- Requirement elicitation and prioritization for insurance, energy, finance and utility domains.
- Creation of scope documents, Business Requirement Documents (BRD), Functional Requirement Documents (FRD), and features in accordance with Requests for Proposal (RFP).
- Collaboration with cross-functional teams to ensure efficient project delivery within an Agile environment.
- End-to-end implementation of banking and loan processing automation.
- Discovery phases- Stakeholder identification and engagement.
- Creation of user stories, acceptance criteria, test plans, and reviewing using VSTS.
- Visualization of AS- IS and TO- BE state using flow diagrams or wireframes.
- Expedited and accurate processing of Medicaid billing, healthcare transactions, and claim reimbursements.
- Development of a testing platform for Boeing wind tunnel testing, transitioning from Waterfall to Agile methodologies.
- Conversion of all Waterfall elements of Boeing wind tunnel into Agile user stories
- Facilitation of the transition from Waterfall to Agile by creating a roadmap for transition
- Consolidation of gathered requirements into actionable items, reports, and presentations.
- Led client engagement sessions, and scrum meetings.
- Creation of KPIs Reports and Dashboards
Education
Master's - Foreign Trade
Madurai Kamaraj University
Post Graduate Diploma - Computer Applications
University of Calicut
Bachelor's - Economics
University of Calicut
Skills
- Salesforce CRM
- CPQ APTTUS
- L2O
- SF Commerce cloud
- Health cloud
- Agile
- Scrum
- Azure DevOps
- Jira
- Business Process Modeling
- UML
- Wireframes
- BRD Documentation
- FRD Documentation
- SOP
- Training Manuals
- Stakeholder Management
- RACI
- Requirement Gathering
- JAD
- RTB
- Data Migration
- Mapping
- Validation
- MuleSoft
- Informatica
- Middleware
- Azure blob
- Custom API Integrations
- UAT
- SIT
- Regression
- Salesforce administration
- Process mapping
- Requirements gathering
- User acceptance testing
- Data analysis
- Agile methodologies
- Stakeholder management
- Functional documentation
- API integration
- Workflow automation
- Problem solving
- Training development
- Regulatory compliance
- User training
- Data modeling
- Chatter collaboration
- Lead scoring
- Report building
- Service cloud implementation
- Dashboard creation
- Data migration
- Business process mapping
- Sales cloud expertise
- Integration management
- CPQ configuration
- Community cloud expertise
- Software testing
- Requirements elicitation
- Stakeholder engagement
- Process optimization
- Documentation creation
- Performance metrics
- Agile methodology
- SOQL querying
- Einstein analytics
- Service cloud expertise
- Dashboard development
- Process automation
- Report creation
- AppExchange solutions
- Business analysis
- Gap analysis
Senior Salesforce Business Analyst
- 14 Years of IT experience
- 9 Years of Salesforce experience
- 40+ End to end implementations
- Global Exposure
Certification
- Salesforce certified Business Analyst
- Business Analyst Certification
Accomplishment:
- Developed a Customized Trailhead in-App Quick reference guide for Shell Fleet Solutions Application, for users from 30+countries which contains a quick reference guide with quiz for 150+ objects accessible from Application.
Timeline
Senior Salesforce Business Analyst-
Tech Mahindra Americas Inc.
02.2024 - Current
Functional Business Analyst - Business Process Analyst
Holt Cat
09.2023 - Current
Senior Salesforce Business Analyst
Shell
04.2022 - 04.2023
Business Process Analyst - Consultant / Project Manager
Global Gateway Infratech
12.2021 - 04.2022
Business Analyst, Program Director
Elm Foundation LLP
05.2016 - 10.2021
Business Analyst
Aivea Corporation
03.2011 - 04.2016
Master's - Foreign Trade
Madurai Kamaraj University
Post Graduate Diploma - Computer Applications
University of Calicut
Bachelor's - Economics
University of Calicut