Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Rashi Arora

Summary

Techno-Functional Consultant and Salesforce Solution Owner with over 10 years of IT experience, including 7+ years of expertise in Salesforce and Servicemax ecosystems. Adept at owning and driving scalable CRM solutions through a blend of functional understanding and technical leadership across Service Cloud, Sales Cloud, Salesforce CPQ, Lightning Flows, and Field Service Management. Involved in business requirements gathering with stakeholders and turning them into technical requirements. Act as a techno-functional liaison between business stakeholders and technical teams—gathering business requirements, translating them into system designs, and ensuring alignment with organizational goals. Lead solution architecture and implementation for Salesforce Service Cloud modules (Case, Work Order, Installed Base, Field Change Order, Service Contracts, Preventative Maintenance). Design and customize Servicemax using SFM transactions, Wizards, custom actions, and service teams, leveraging both out-of-the-box and custom functionalities to meet unique user needs. Conduct feasibility analysis and develop proof-of-concepts (POCs) for complex requirements, ensuring technical viability before full-scale solutioning. Implement Field Service Lightning for comprehensive service flow management. Refactor and optimize codebase, adhering to Salesforce best practices and governor limits; implement non-functional requirements for robust performance and maintainability. Review technical implementations and perform code reviews to ensure high-quality, scalable, and maintainable solutions. Drive process improvements, identify bottlenecks, and lead technical debt reduction initiatives to enhance overall platform performance and user experience.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Techno Functional Solution Owner – Salesforce Service Cloud & Servicemax

Cognizant Technology Solutions
02.2022 - Current
  • Involved in design factory, for gathering requirements and recommending stakeholder on feasibility of the requirement.
  • Provided SFDC and Smax solutions after analysing risks and performing POCs for complex requirements.
  • Conducted detailed solution walkthroughs with business stakeholders to ensure alignment and understanding of proposed Salesforce and Servicemax solutions.
  • Prepare comprehensive technical documentation, referred to as Solution Indicator Documents, which will be shared with development teams. These documents serve as a blueprint to guide the implementation of the proposed technical solution within the Salesforce platform or in microservices.
  • Refined user stories based on stakeholder feedback and translated them into actionable requirements for scrum teams, enabling effective agile delivery and technical implementation.
  • Expertise in integration using REST/Soap/Composite APIs with external systems like SAP, decisions, QCM and many more external systems with salesforce using middleware Dell Boomi, Microservices.
  • Implemented various business functionalities such as Installed Base, Service Maintenance contracts, Preventative Maintenance, Dispatch using Service Board and Dispatch console by leveraging Servicemax out of box capabilities.
  • Used Servicemax set up to create SFM transactions, SFM wizards, service teams, skills, custom actions etc.
  • Actively engaged in all Scrum ceremonies, including daily stand-ups, sprint planning, backlog refinement, sprint reviews, and retrospectives, ensuring clear communication and alignment between business stakeholders and development teams.

Salesforce/Servicemax Senior Developer

Cognizant Technology Solutions
  • Implementing Salesforce Service Cloud solution for healthcare & Insurance products, for the entire end to end case lifecycle using Servicemax Managed Package & its capabilities.
  • Developed and maintained apex classes, triggers & batch classes, to implement business logic & automate critical processes.
  • Configured Platform events & change data capture within salesforce to avoid governor limits.
  • Implemented oAuth 2.0 authentication flows to securely connect Salesforce with external systems.
  • Designed and implemented a scalable batch processing framework, a multi batch architecture to use batch apex to fetch data and invoked a secondary batch to publish asynchronous, distributed processing by multiple subscribers.
  • Designed and implemented flows to automate business processes, including sending email notifications, feed creation, and updating related records based on field changes.
  • Handled high severity incidents, performing root cause analysis and implementing quick fixes and long-term solutions to restore critical salesforce functionality.
  • Deployment using Change Sets, ANT Migration Tool, and Azure Repos for streamlined version control and automation.

Siebel/ Salesforce Developer

Tata Consultancy Services
  • Implementing Salesforce Sales & Service Cloud solution for Healthcare & Insurance products for the entire end to end case lifecycle.
  • Knowledge on implementing Salesforce CPQ (Configure, Price, Quote) to streamline and automate the quoting process.
  • Created validation rules, workflows, approval processes, object field relationships in salesforce.
  • Developed Apex classes, apex triggers, batch classes, scheduled jobs etc.
  • Implemented test classes to cover apex triggers and classes.
  • Implemented NEFT/Partial Withdrawal process for Insurance Client, implementing end to end service request cycle.

Education

Bachelor of Engineering - Information Technology

Sagar Institute of Research Technology and Science
Bhopal, Madhya Pradesh
05.2015

Primary & Secondary Education -

Trinity Convent Senior Secondary School (CBSE)
Vidisha, Madhya Pradesh
03.2011

Skills

  • Implementation Experience in Service Cloud
  • Apex Triggers, Apex classes & SOQL
  • Asynchronous Apex : Batch, Schedulable, Queueable & Future
  • Event Driven Architecture : Platform Events & CDC
  • Complex Lightning flows, Process Builders & Approval processes
  • Integration using REST, Composite APIs, Bulk APIs and SOAP APIs
  • Service Max Configuration
  • Servicemax Setup, Smax Transactions, Wizards, Service board and Smax Go
  • Lightning Web Components
  • JavaScript, HTML, CSS
  • Salesforce Sales cloud
  • Salesforce CPQ
  • Salesforce Field Services

Certification

  • Salesforce Certified Platform Developer I
  • Salesforce Certified Platform App Builder
  • Salesforce Certified Administrator
  • Salesforce Certified Integration Architect
  • Servicemax Certified Administrator

Accomplishments

    Spot Light Award in Cognizant

    Technical Excellence Award in Tata Consultancy

Timeline

Techno Functional Solution Owner – Salesforce Service Cloud & Servicemax

Cognizant Technology Solutions
02.2022 - Current

Salesforce/Servicemax Senior Developer

Cognizant Technology Solutions

Siebel/ Salesforce Developer

Tata Consultancy Services

Bachelor of Engineering - Information Technology

Sagar Institute of Research Technology and Science

Primary & Secondary Education -

Trinity Convent Senior Secondary School (CBSE)

Similar Profiles

CREATE PROFILE
Rashi Arora