Summary
Overview
Work History
Education
Skills
Certification
Websitesprofiles
Timeline
Generic
ASHWINI BALRAM

ASHWINI BALRAM

Bengaluru,KA

Summary

Experienced Business Analyst | SME in Application Support (Salesforce) | Team Lead with 15 years of expertise spanning Business analysis, Application Support, and Team Leadership, I bring a proven track record of delivering successful business solutions and driving operational efficiency across diverse industries.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Business Analyst

EF Information Systems
06.2021 - 01.2025
  • Analyzed legacy processes and systems, identified critical pain points, and proposed solutions to optimize functionality within Salesforce, enhancing operational efficiency and user experience
  • Achieved $300K annual cost savings by eliminating legacy hosting infrastructure through a seamless migration to Salesforce
  • Defined and documented application use cases, detailing technical requirements, user flows, and data handling processes, ensuring smooth integration and functionality within Salesforce
  • Collaborated with cross-functional teams to align proposed solutions with business needs, driving the migration's success and ensuring the decommissioning of legacy systems
  • Led the migration of 60% of key features and screens from the legacy application to Salesforce, ensuring the seamless transition of critical functionalities to the new platform
  • Delivered 25+ user training sessions (both online and offline) and created 30+ comprehensive training materials to ensure effective end-user adoption of Salesforce features
  • Identified process inefficiencies through stakeholder interviews and proposed solutions, resulting in a 20% reduction in customer reach time for the Sales team
  • Facilitated workshops with 10+ stakeholders, gathering and documenting business requirements to ensure alignment between IT and operations teams
  • Conducted manual testing of Salesforce features post-migration, validating functionality and ensuring a smooth user experience post-launch
  • Managed Jira tasks and user stories, ensuring accurate progress tracking and alignment with project timelines while maintaining the migration backlog and ensuring timely delivery
  • Designed a data visualization dashboard using Power BI, providing real-time KPIs to 2+ teams, improving data-driven decision-making

SME App Support

EF Information Systems
12.2019 - 05.2021
  • A bridge between support, technical, and product teams, acting as the primary point of contact for resolving complex product-related issues and ensuring smooth communication across departments
  • Led weekly calls with System Adoption Managers (SAMs) to identify and address training gaps, prioritize Jira tickets, and ensure that Support Analysts, BAs, and SMEs received the necessary training
  • Analysed ticket trends to distinguish between training gaps, automation opportunities, and incident management needs, helping to optimize support processes
  • Identified opportunities for automation to reduce recurring issues, streamline ticket resolution, and improve overall support efficiency
  • Actively participated in Sprint reviews and release calls, providing specialized knowledge on bug fixes, new features, and existing feature changes
  • Documented and arranged training for impacted teams where needed
  • Ensured Incident Management process adherence, with timely documentation and ticket resolution
  • Delivered solutions/workarounds for complex product-related issues, contributing to reduced downtime
  • Filled training gaps through targeted sessions, improving overall team knowledge and effectiveness
  • Contributed to documentation (user guides, FAQs, and knowledge transfer materials) to support internal and external teams
  • Provided regular product updates and knowledge sharing on new features, functionalities, and system enhancements
  • Proposed automation opportunities, helping to reduce support tickets and improve overall efficiency
  • Ensured correct Jira prioritization, based on severity, ensuring timely fixes and feature implementation

Education

Bachelor of Computer Applications -

Bangalore University
Bengaluru, India
03-2011

Skills

  • Business Analysis
  • Product Owner
  • Software development life cycle
  • Multitasking and organization
  • Quality assurance
  • User Acceptance testing
  • Agile methodology

Certification

  • ITIL
  • ISTQB

Websitesprofiles

www.linkedin.com/in/ashwini-b-1bb1742a

Timeline

Senior Business Analyst

EF Information Systems
06.2021 - 01.2025

SME App Support

EF Information Systems
12.2019 - 05.2021
  • ITIL
  • ISTQB

Bachelor of Computer Applications -

Bangalore University

Similar Profiles

  • Ashwini B

    Ashwini BAshwini B

    Business Analyst at EF Education First Information SystemsBusiness Analyst at EF Education First Information Systems

    View Profile
  • JOYCE TSIGA

    JOYCE TSIGAJOYCE TSIGA

    Projects Accountant/Grant Officer at Health Information Systems Information HISPProjects Accountant/Grant Officer at Health Information Systems Information HISP

    View Profile
  • Nicholas Twohy

    Nicholas TwohyNicholas Twohy

    Maintenance/Switchboard Supervisor and Instructor at Defense Information Systems AgencyMaintenance/Switchboard Supervisor and Instructor at Defense Information Systems Agency

    View Profile
ASHWINI BALRAM