Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Gagan Bhardwaj

Whitby,Canada

Summary

With over ten years of experience in Business Analysis, I specialize in addressing client challenges across diverse regions, particularly leading Salesforce projects and implementations for over six years. Recognized for leadership and mentoring abilities, I've consistently met performance metrics, earning multiple 'Employee of the Month' awards. Proficient in Agile, Waterfall, and hybrid methodologies, I excel in areas such as sprint planning, backlog grooming, and stakeholder coordination. My expertise lies in analyzing and documenting detailed requirements to ensure alignment with standards and frameworks. I foster positive relationships with stakeholders at all levels to facilitate seamless project delivery. My technological proficiency spans Salesforce, CRM applications, MS Office, ServiceNow, Certinia PSA and more while operating in a lead capacity.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Salesforce Specialist

Coveo
09.2020 - Current
  • Collaborate with stakeholders to understand business objectives and gather requirements for Salesforce solutions, including Sales Cloud, Service Cloud, and Experience Cloud, along with Certinia/FinancialForce solutions.
  • Lead as a product owner for the company's Experience site and Salesforce platform contributing to strategy and envisioning customer and partner experiences.
  • Conduct intricate business and systems analysis to enhance processes, devising user-centric solutions and documenting requirements with comprehensive diagrams.
  • Translate functional business challenges into well-structured requirements and present solution designs clearly to engage with stakeholders effectively.
  • Work closely with Architects, Administrators, and Developers to translate requirements into Salesforce designs and implementations, managing testing cycles for quality assurance.
  • Provide support to project managers, facilitate scrum meetings and sprint planning sessions, and offer post-project go-live support for successful change management.

Senior Process Executive

Cognizant Technology Solutions
12.2017 - 09.2020
  • Led stakeholder interviews and workshops, conducting feasibility studies with internal and external teams to analyze current processes.
  • Implemented Salesforce Service Cloud solution, automating support team processes and exceeding productivity targets while maintaining quality standards.
  • Collaborated with management and external stakeholders to identify and implement system enhancements, consistently enhancing application efficiency.
  • Provided valuable feedback to the Delivery team, managing client resource requests and fostering positive relationships throughout project lifecycles.
  • Orchestrated end-user training sessions and coordinated resources for timely project completion, ensuring adherence to requirements and facilitating comprehensive understanding among team members.

Senior Business Operations Analyst

IBM
06.2016 - 10.2017
  • Contributed to design, planning, and execution of artifact migration processes, conducting gap analysis to align with client needs and presenting findings to stakeholders.
  • Proposed workflow changes to enhance efficiency and meet tighter project timeframes, fostering productivity within the project team.
  • Implemented solutions and communicated requirements using standard artifacts, such as use cases and workflows.
  • Developed training materials and led sessions for onboarding new associates, managing communication with the Testing team for smooth product transitions.
  • Collaborated with managers and SMEs to identify process improvement opportunities, ensuring timely project completion and stakeholder understanding of business impact.

Business Analyst / Quality Analyst

AIMS Corporation
06.2013 - 05.2016
  • Conducted functional testing and managed intricate system changes and upgrades in collaboration with a dispersed team.
  • Conducted gap analysis and demonstrated proficiency in client relationship management.
  • Collaborated with vendors and stakeholders to define CRM requirements and review inventory management processes.
  • Analyzed sales data to propose solutions supporting sales objectives, and prioritized features aligning with business needs.
  • Engaged with technology partners throughout the project lifecycle, including requirements gathering and go-live phases.

Education

Japanese Language And Literature (equivalent To JLPT N2) -

Tokyo Kokusai Bunka Gakuin
Yokohama, Japan
01.2013

Craftsmanship Course in Food Production -

Institute of Hotel Management
IHM Pusa, India
01.2010

Computer Concept Certification -

EXE Solutions
New Delhi, India
01.2008

Skills

  • Proficient in Salesforce Sales Cloud, Service Cloud, Experience Cloud, and Certinia PSA
  • Requirements gathering, stakeholder communication, process modelling, documentation, Analytical thinking, Process Improvement, Agile/Scrum

Certification

  • Salesforce Certified Administrator
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Service Cloud Consultant
  • Salesforce Certified Business Analyst
  • Salesforce Certified AI Associate

Languages

English
Native or Bilingual
Hindi
Native or Bilingual
Japanese
Full Professional

Timeline

Senior Salesforce Specialist

Coveo
09.2020 - Current

Senior Process Executive

Cognizant Technology Solutions
12.2017 - 09.2020

Senior Business Operations Analyst

IBM
06.2016 - 10.2017

Business Analyst / Quality Analyst

AIMS Corporation
06.2013 - 05.2016

Japanese Language And Literature (equivalent To JLPT N2) -

Tokyo Kokusai Bunka Gakuin

Craftsmanship Course in Food Production -

Institute of Hotel Management

Computer Concept Certification -

EXE Solutions

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Gagan Bhardwaj