Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Shipra Priya

Mangalore,KA

Summary

Certified Salesforce Business Analyst and ScrumMaster (CSM) with over 11 years of IT experience in Salesforce and ServiceMax. Currently a Technical Lead, excelling in Business Analysis, Stakeholder Management, Team Leadership, Development/Support, Customer Service, Project Management, Process Improvement, and Business Operations.

Expert in Agile methodologies, adept at building strong working relationships, and thriving in fast-paced environments. Completed a Post Graduate Certification in Product Management (PGCPM) from IIM Indore in 2023, enhancing strategic product management skills.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Technical Lead /Senior Business Analyst

Mindtree
05.2021 - Current
  • Requirement Gathering: Collaborate with stakeholders to understand their needs and translate them into detailed business requirements
  • Solution Design: Work with technical teams to design Salesforce solutions that meet business requirements, ensuring alignment with best practices
  • Documentation: Create comprehensive documentation, including business process flows, user stories, and functional specifications
  • Testing and Validation: Develop test plans, conduct user acceptance testing (UAT), and validate that the solutions meet the business needs
  • Training and Support: Provide training to end-users and ongoing support to ensure successful adoption of Salesforce solutions

Lead Consultant

GyanSys Inc.
05.2020 - 05.2021
  • Manage team and case/ticket queue, ensuring key performance metrics are met.
  • Present weekly performance in leadership meetings and create/present reports and dashboards to leadership.
  • Train team members on product knowledge and schedule regular customer calls for feedback and issue status.
  • Document customer interactions and assist with integration, implementation, configuration, troubleshooting, and support for ServiceMax and Salesforce.
  • Resolve customer UAT issues.

Senior Technical Support Engineer

ServiceMax from GE Digital
01.2017 - 04.2020
  • Proactively ensured product health and adoption by reaching out to customers, understanding their expectations, and maximizing product utilization.
  • Facilitated product onboarding and delivered comprehensive customer service, ensuring smooth transitions and high satisfaction.
  • Maintained detailed customer interaction records and escalated issues as needed to ensure timely resolutions.
  • Configured ServiceMax modules, profiles, permission sets, and mobile configurations, tailoring solutions to meet specific customer needs.
  • Extensive experience with SFDC Administration, including creating users, roles, profiles, record types, page layouts, search layouts, email services, approvals, workflows, validation rules, reports, dashboards, and tasks.
  • Analyzed business requirements and created SFDC custom objects and junction objects, implementing solutions to meet business needs.
  • Hands-on experience with various ServiceMax Field Service modules, such as Service Flow Manager (SFM), Dispatch Console, ServiceBoard, Preventive Maintenance Plans, Contract/Warranty Management, Work Order Management, and mobile applications including ServiceMax Go and FSA.

Product Support Engineer

Fair Isaac Corporation (FICO)
09.2016 - 03.2017
  • Provided global customer support for FICO applications

Consultant

Capgemini India Pvt. Ltd.
07.2013 - 08.2016
  • Managed incidents, problem management, and change management, ensuring seamless operations and minimal downtime.
  • Conducted knowledge transfer to new team members, providing training and handling escalations efficiently.
  • Designed and developed business processes and documentation, enhancing operational efficiency and clarity.
  • Achieved on-time delivery of project-specific tasks, consistently meeting deadlines and project goals.

Education

Bachelor of Engineering -

Satyabhama University
Chennai
01.2013

Skills

  • Salesforce administrator
  • Business analysis
  • Application support
  • Functional requirements expertise
  • Team performance management
  • Debugging techniques
  • Test-driven development
  • Documentation and reporting
  • Agile methodology
  • Stakeholder management
  • Issue troubleshooting
  • Requirements gathering
  • Project management
  • Communication
  • Project Management
  • Stakeholder Management

Certification

  • Salesforce Administrator 201 certified
  • Salesforce Business Analyst Certified
  • Salesforce Service Cloud certified
  • Field Service Lightning certified
  • ServiceMax 101, 201 certified
  • Certified Product Manager (PGCPM) IIM Indore
  • Certified Scrum Master (CSM)

Languages

  • English
  • Hindi

Timeline

Technical Lead /Senior Business Analyst

Mindtree
05.2021 - Current

Lead Consultant

GyanSys Inc.
05.2020 - 05.2021

Senior Technical Support Engineer

ServiceMax from GE Digital
01.2017 - 04.2020

Product Support Engineer

Fair Isaac Corporation (FICO)
09.2016 - 03.2017

Consultant

Capgemini India Pvt. Ltd.
07.2013 - 08.2016

Bachelor of Engineering -

Satyabhama University

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Shipra Priya