SOMYA RANJAN SINGH
Pune,Maharashtra
Summary
Technical Support Analyst with 9+ years of experience, including 8+ years as a Salesforce Administrator, specializing in Sales Cloud, Service Cloud, and CPQ solutions (Conga and Zuora). Strong background in ITIL-based service management, supporting both front-end and backend applications built on the Salesforce platform. Proven ability to bridge the gap between business stakeholders and IT development teams, translating requirements into stories and specifications.
Overview
10
10
years of professional experience
Work History
Staff Technical Support Analyst
BMC Software
Pune
08.2022 - Current
- Administered Salesforce platform including user setup, SSO Configuration, security and access management, data management and analytics.
- Performed troubleshooting and root cause analysis for Salesforce issues across CPQ (Conga & Zuora), CLM, Sales Cloud, Service Cloud and custom apps ensuring timely incident resolution, minimizing downtime, adhering to ITIL - based incident, problem, and change management processes.
- Performed troubleshooting and debugged Salesforce Flow failures using error and debug logs thus minimizing process disruptions.
- Developed customized Salesforce Reports and Dashboards, including custom report types to match the business requirements.
- Created and optimized Salesforce out of the box UI components including page layouts, Lightning Record Pages to enhance user experience.
- Designed and maintained business process automation using Salesforce point-and-click tools, including Flows and Approval Processes, to streamline operations and improve efficiency.
- Created and maintained documentation of business processes and technical configurations in Confluence, while effectively collaborating with cross-functional teams to deliver enhancements and new functionality.
- Handled data migration, cleansing, and transformation using Data Loader and similar tools, ensuring high data quality through validation rules, deduplication, and ongoing maintenance activities.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Improved customer satisfaction by providing timely and accurate technical support to endusers.
- Streamlined support processes by creating comprehensive documentation for common troubleshooting scenarios.
ITIL Analyst (Technical Specialist)
Infosys BPM (Client: Daimler)
Pune
01.2020 - 01.2022
- Performed manual testing, UAT support, and configuration activities
- Coordinated IAM processes, access controls, and compliance requirements
- Supported project transitions, risk management, and training initiatives
- Optimized operational efficiency by redesigning workflow processes.
- Led cross-functional teams in strategic planning sessions, aligning efforts with company goals.
Technical Analyst
Infosys BPM (Client: Cisco)
Pune
01.2016 - 01.2020
- Managed user roles, profiles, permission sets, and sharing rules
- Supported CRM processes including Sales Cloud, CPQ, and Customer Service
- Built and maintained reports, dashboards, and analytics
- Provided exceptional support for end-users by addressing technical concerns, reducing downtime, and improving user experience.
Education
Bachelor of Computer Applications - BCA
Saraswati Institute of IT And Management
Odisha03-2016
Skills
Salesforce Administration
Sales Cloud
Service Cloud
CPQ
CLM
Salesforce Flow
Reports & Dashboards
SOQL
Data Management
Technical issue analysis
Debugging
Product knowledge
Accomplishments
- Reward and Recognition Winner – 2X
- Customer Champion (Quarter-End War Rooms)
Interests
Travelling, Bike Riding, Cricket
Timeline
Staff Technical Support Analyst
BMC Software
08.2022 - Current
ITIL Analyst (Technical Specialist)
Infosys BPM (Client: Daimler)
01.2020 - 01.2022
Technical Analyst
Infosys BPM (Client: Cisco)
01.2016 - 01.2020
Bachelor of Computer Applications - BCA
Saraswati Institute of IT And Management