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Chitwan Arora
WW Salesforce & SAP CRM Business Process Analyst
Gurgaon,Haryana
Work Preference
Summary
WW Business Process Analyst/Consultant with 14+ years of experience in Salesforce and SAP CRM workflows, territory rules, and user access controls across global sales operations. Leads executive reporting, stakeholder training, and cross-functional change efforts that improve coverage accuracy, adoption, and delivery of timely insights. Partners with Sales, Sales Operations, and IT to resolve system issues, testing gaps, and enhancement requests.
Overview
1
1
Certification
15
15
years of professional experience
Work History
WW Business Process Analyst (Salesforce & SAP CRM)
Agilent Technologies
06.2018 - Current
- Manage regional performance period setup WW, consulting & partnering with sales leadership to align territory coverages based on customer geography.
- Lead territory management activities, validating territory assignment rules, ownership issues, and coverage conflicts by collaborating with Quota Credit, GIPO and Sales Operations teams to ensure compliant coverage for appropriate owners.
- Cater global reporting requests, including executive reporting, ensuring timely and accurate delivery of data-driven insights that enable performance tracking, forecasting, and sales effectiveness.
- Administer Salesforce user access management, including role hierarchy, profiles, permission sets, user provisioning, deactivation, and security compliance, ensuring appropriate access controls and seamless user experience.
- Serve as a key liaison between Sales, Sales Operations, and IT teams for Salesforce and SAP CRM related enhancements, process improvements, system testing, user adoption initiatives, and change management activities.
- Deliver comprehensive training sessions on Salesforce CRM, SAP CRM, Quart, Spotfire, and Aspen tools to sales account managers, distributors, district managers, and other stakeholders, improving system adoption and operational efficiency.
- Lead cross-functional project engagements, including CRM performance optimization, BioTek Integration, and Project STAR, encompassing business requirement gathering, system testing defect management, user acceptance testing (UAT), stakeholder communication, and change management.
CRM Business Process Analyst
10.2015 - 05.2018
- Act as the primary contact for CRM-related inquiries and issues, providing daily support to ensure effective tool usage.
- Validate territory rules with Quota Credit teams and ensure accurate quota assignments.
- Generate and distribute CRM usage and performance reports, provide data-driven insights and recommendations, and deliver operational control reports.
- Evaluate key risks, determine training needs, and assist in communication and change management.
- Create and maintain training materials, conduct root cause analysis, and document process and system changes.
- Facilitate meetings and workshops for CRM users, gather feedback & user requirements for enhancements.
- Support process improvement initiatives, prepare and submit proposals, and assist in mapping key processes and identifying challenges.
Process and System Analyst
Hewlett Packard
03.2014 - 10.2015
- Review purchase order processing procedures for key products, ensuring alignment with organizational standards.
- Evaluate customer data sets based on profiles and transactional history, advising on necessary procedural departures.
- Compare established SOPs with actual operational procedures, documenting and advising on deviations.
- Review and evaluate reseller contract procedures, identifying gaps between partner contracts and organizational guidelines.
- Liaise with HP business partners, sales force, and end users to address workflow inadequacies and promote efficient resource use.
- Assist business teams in defining organizational objectives, sales strategies, and annual plans for key customers.
- Recommend and document changes to process and system workflows, updating SOP manuals and communicating to impacted teams.
- Create organizational awareness and encourage adherence to policies and procedures.
Process Analyst
Genpact India
11.2011 - 03.2014
- Review travel and expense workflows for SANOFI, ensuring compliance with organizational procedures using Concur and other applications.
- Evaluate customer documentation, screening, and verification procedures to ensure adherence to regional laws and regulations.
- Assess and revise approval and exception workflows to resolve organizational issues.
- Examine aged and unpaid claims, troubleshoot process or system issues, and assess internal system risks and controls.
- Identify process and system improvements, providing recommendations for customer satisfaction.
- Review insurance claim procedures for INGENIX, analyze claims, identify gaps, report findings and evaluate internal control standards.
- Assess license checks of certified professionals to ensure adherence to organizational guidelines.
- Identify internal control deficiencies and recommend operational improvements.
- Coordinate with functional teams to define process and system workflows.
Education
Bachelor's - Commerce
Delhi University
Diploma - German Language
Delhi University
Skills
Territory management
Forecasting support
Executive reporting
Salesforce user access management
SAP CRM support
User training
User acceptance testing
Change management
Data governance
Root cause analysis
Business requirements gathering
Process mapping
SAP CRM configuration
Certification
Salesforce Certified Administrator, SAP CRM Functional Training, PMP Training, Crucial Conversation, PMP Training
Timeline
WW Business Process Analyst (Salesforce & SAP CRM)
Agilent Technologies
06.2018 - Current
CRM Business Process Analyst
10.2015 - 05.2018
Process and System Analyst
Hewlett Packard
03.2014 - 10.2015
Process Analyst
Genpact India
11.2011 - 03.2014
Diploma - German Language
Delhi University
Bachelor's - Commerce
Delhi University