Nilesh Hanumant Chavan

• Zensar’s esteemed client is into manufacturing of non-surgical products
• Their application management & support is outsourced to Zensar
• And, amongst all other applications, ServiceMax/ Salesforce Service Cloud contributes major to client’s revenue
• My role-
• Successfully transitioned ServiceMax application from client onsite to Zensar offshore
• Accountable for ServiceMax track performance with team of 4, involving development and application support
• Manage business user's requirements and expectations, including that of direct customers and distributors
• Work closely with Oracle Cloud (integrated with ServiceMax) team from SCM, Master Data, Integration, Finance for issue trouble shooting & resolution to ensure business continuity
• Manage ServiceMax Tickets in Helpdesk, and ensure tickets are resolved within SLA by the team
• Weekly reporting to Zensar and Client Management about track's health, risk and challenges
• Train resources in ServiceMax as needed for the engagement
• Hands on experience as Salesforce/ ServiceMax Administrator –
• Salesforce Administrator - Typically involved managing Objects (Account, Case, Contacts & Custom Objects), page layouts, custom fields, record types, process builder, approval and workflow processes, managing licenses, access requests, data manipulation using Data Loader
• ServiceMax Administrator - Typically involved in Objects (mainly Installed Products, WO, PO, Product Stock, Contracts, Products, Location), SFMs, Checklists, Service Price Books

• Responsible for driving “GoInland” Global Process Transformation project
• Objective was to achieve operational efficiency and cost advantage
• This project was designed to roll out in 9 countries
• I planned the project, risk management strategy, managed stake holders and project resources, also reporting to Operation’s Head about project health

Aug’13-Oct’16 Business Analyst – Expert,

Salesforce Service Cloud Agile based CRM Project

• HP took a strategic decision to sunset SAP CRM and move to Salesforce CRM – for their Contact Centre with 15000 agents

My responsibilities were -

• Liase with Implementation partner and SMEs to implement symptom codes in Salesforce
• Symptom codes were used to capture customer problems in logical buckets in Salesforce
• Led rules management module for service cloud for accounts, products, case, call back and service order
• Application demos, integration testing, business testing
• Test case preparation, interact with S/W and QA team to achieve seamless functionality
• Led documentation of enabling processes from L1 to L5

May’14-Oct’16 – Post Implementation of Salesforce Service Cloud

Post implementation of Salesforce I was part of Global Enabling team assuring business continuity and application support. As Business System Administrator, my responsibilities were-

> To conceptualise and operationalize: -

o Business Release Management process

o Issue and Change Request Management Process

> Receive change requests, work on its business justification, cost benefit analysis

> Liaise with business / IT for change request fulfilment. Design, construct, performance and user testing, training and deployment of change requests (related to routing rules, public groups, permission sets, dropdowns, alerts, org setup, queues, business hours, email templates), data manipulation using Data Loader

Mar’12-Aug’13 - Technical Solutions Consultant

I was part of Global team for Business Rules Management Program for SAP CRM. As Business Rules Analyst, my responsibilities were -

> Designed & operationalized rules management process for new BRM program

> Understood rule change requests. Liaised with business SMEs/ IT for design, testing and production cutover on SAP rules engine. Work with IT to get further develop required rule components

> Modelled, analysed and maintained rule policies in Provision tool

Was part of various consulting projects leading to revenue for HCL Business Transformation team.

Consulting assignment accomplished -

o JP Morgan (6 months)- As Lead Business Analyst, led a team of 6 for process mapping of their account reconciliation process and fraud management process

o Iron Mountain (6 months) – Acted as Scrum Master for this agile project with 2 weeks sprint. In this project, customer support process was redesigned using IBM BPM Lombardi. As Scrum master ensured user stories are review, product backlogs logged in JIRA, host daily Scrum meetings. Managed project from inception to delivery. This project increased Agent efficiency by 40% and reporting by 60%

• As “Business Process and Requirements Lead”
• My responsibilities were -
• As a part of HPs Business Transformation Programme, led team to define, design, document and maintain core E2E Customer Service Delivery processes from L1 to L5 for SAP CRM in provision tool
• Define metrics and KPIs
• Gathered requirements; conducted gap analysis for their Global Order Management system
• Captured As-Is and To-Be state of Channel Management System - Einstein
• Led a team to integrate SAP CRM processes with knowledge management tool, SupportPoint 7.0, for content creation for call centre agents to enhance customer interaction experience
• Accountable for benchmarking processes with APQC

• IDeaS, a product-based company providing revenue optimizing solutions for world renowned hotels
• My responsibilities were -
• Historical transactional data analyses to come out with trends, patterns and seasonal variations of business
• Input this data into statistically modelled software V5e to provide optimized demand and occupancy forecast
• Liaise with client service manager, QA/ IT and support to deliver the product on time
• Visa available – H1B Visa