Srilatha Krishna

Sr. Business Systems Analyst for Customer Experience Org primarily focused on Salesforce Managed Package Applications Field Service Lightning and Financial Force (PSA).

• Production Support Lead Analyst for Project integration, Project Management and Customer Support for Business critical processes of AS organization with 10K + Internal users.
• Key contributor in accomplishing business needs while collaborating with multiple service owners across teams to ensure timely delivery of projects impacting $100M+ revenue.
• Defined Root Cause analysis methodology and problem management for critical production issues.
• Proactive monitoring of production applications including Salesforce & Mulesoft Integrations to Oracle and other critical systems
• Led analysis, implementation and migration of 1500+ legacy PIDs from Oracle Projects to FinancialForce PSA Lightning platform using MuleSoft APIs, with minimal User impact.
• Quantification and extraction of data from Oracle DB using Toad SQL queries, while maintaining existing data dependencies.
• Develop and maintain profiles, Email Alerts, Custom Settings, Permission Sets, and Sharing Rules. Salesforce Lightning platform configurations including security, custom objects, page layouts, custom metadata objects and reports.
• Hands-on role during all phases of SDLC including plan, coding, code reviews, testing and post production support following Agile Scrum Methodology.
• Facilitate and drive knowledge workshops for team members with detailed functional, technical documentation.

Lead Analyst for Service entitlement integrations with existing Salesforce Service cloud architecture using high performance Web APIs. Led acquisition integration and enablement of new functionalities for Internal and Partner based Service Cloud case management.

• Led technical and functional analysis discussions across cross functional application teams.
• Analyzed client's business requirements and processes through document analysis , interviews, workshops and workflow analysis.
• Developed detailed procedural documentation to gain approvals from various levels of Stakeholder and IT management.
• Data mining and preparation for analysis and validations using reports, dashboards and DB queries.
• Validated QA test scripts for complete User Story coverage and product development quality.
• Admin level user management using profile, roles and permission sets.
• Provided functional and technical product demos to stakeholder community at various stages of development to gain consensus.
• Organized and conducted walk through sessions during User Acceptance testing phase.
• Responsible for End User communication strategy and post Go-live support.

Subject Matter Expert for CSONE Case Management Applications. Complete ownership of End-to-End Business processes for Digital Presence team. Led systems development lifecycle, from requirements gathering to production releases.

• Led analysis and implementation of business requirements to transform legacy systems to Salesforce.com (SFDC) platform applications.
• Main liaison between Business and multiple IT cross functional teams for all program related communications.
• Developed wireframes, Visio flows and content inventories for existing and to-be workflows.
• Identified process inefficiencies through gap analysis and documented business procedures with stakeholder approvals.
• Managed testing cycles, including test plan creation, development of scripts, Co-ordination of UAT execution and Bug-tracking.
• Created business training documents and conducted live demos during UAT.
• Conducted knowledge share sessions with operational support teams and captured “Lessons Learned” for product improvement.
• Coordinated with product development during multiple release cycles to meet business objectives.