Summary
Overview
Work History
Education
Skills
Timeline
Salesforce Certifications(6*):
Generic

Ilakkiya Srinivasan

Cambridge,ON

Summary

Results-driven Salesforce Business Analyst with over a decade of experience specializing in scalable, user-centric solutions for Education, Financial Services, and Public Sector industries. Demonstrated expertise in requirements gathering, solution design, and end-to-end Salesforce implementation across various clouds including Data cloud,Sales Cloud, Service Cloud, Education Cloud, and Experience Cloud.

Proven track record integrating structured/unstructured data, deploying AI-powered platforms like AgentForce and Einstein, and supporting successful adoption through user training and stakeholder engagement. Skilled in translating complex business needs into scalable Salesforce solutions using Flows, Apex, LWC, Omnistudio, and APIs in Agile environments.

Overview

10
10
years of professional experience

Work History

Business Analyst - Salesforce

Ivey Business School at Western University
09.2022 - Current
  • · Proficient in developing scalable solutions using Lightning Web Components (LWC), Apex Classes, Triggers, Flows, and Aura Components.
  • · Configured and deployed AgentForce and Einstein AI-powered agents, driving automation in case management, client support, and student services.
  • · Spearheaded the launch of a self-service Experience Cloud portal, integrated with AgentForce AI, for enhanced customer engagement.
  • · Led the successful migration of legacy automations to a modern, flow-based architecture, improving system performance and maintainability.
  • · Designed and implemented complex integrations with third-party systems using SOAP/REST APIs, MuleSoft, and Workato.
  • · Launched batch document generation capabilities using OmniStudio, streamlining document delivery for high-volume use cases.
  • · Experienced in deployment and data migration using Copado, Data Loader, Workbench, ANT Migration Tool, and VS Code.
  • · Strong background in managing CI/CD pipelines, sandbox refreshes, and release cycles using GitLab.
  • · Collaborated in Agile teams using JIRA and Confluence to support sprint planning, user story grooming, and UAT execution.
  • · Acted as a liaison between business stakeholders and technical teams to ensure the effective translation of requirements into scalable Salesforce solutions.

CRM Business Analyst/Administrator

Matrix Services
02.2019 - 07.2021
  • Customized Financial Services Cloud features to cater to financial advisors' specific needs, enhancing client relationship management and wealth management capabilities.
  • Implemented data model structures for financial accounts, assets, liabilities, and relationships, ensuring comprehensive financial data tracking.
  • Configured Action Plans and Financial Goal Management, enabling advisors to deliver personalized advice and track client progress.
  • Automated processes related to client onboarding, financial reviews, and compliance checks using Process Builder, Flow, and custom Apex triggers.
  • Leveraged Financial Services Cloud components such as Financial Account Roles and Client Relationship Groups to improve data visibility and relationship management.
  • Developed and managed complex data integrations with external financial systems, ensuring seamless data flow and accurate reporting.
  • Conducted regular data audits and quality checks to maintain data integrity and compliance with financial regulations.
  • Provided user training and support for Financial Services Cloud features, ensuring effective adoption and utilization by financial advisors and support staff.
  • Created customized dashboards and reports specific to financial metrics, enabling advisors and managers to make informed decisions based on real-time data.
  • Maintained comprehensive test code coverage and performed unit testing for all system codes, adhering to Salesforce limits and best practices

Mainframe Systems Analyst (Client - StateFarm)

DXC Technology
09.2015 - 11.2018
  • Maintained and stabilized 20+ test and production environments for PeopleSoft applications.
  • Developed and deployed code changes across multiple release cycles.
  • Facilitated project stakeholder meetings and release planning.
  • Handled strenuous production releases and production refresh activities biweekly.
  • Training of new resources under the PeopleSoft Backend ERP Portfolio Applications.

Education

Bachelor of Engineering (B.E.) - Computer Science

Anna University

Skills

  • Salesforce Technologies:
  • Apex Classes, Controllers, Triggers and expertise in Omnistudio Packages
  • Lightning Web Components (LWC), Aura Components
  • SOQL, SOSL, Analytic Snapshots
  • Workflow Rules, Process Builder, Flows, Approvals
  • Dashboards & Reports
  • Batch Apex
  • Web Services (SOAP & REST APIs)
  • Integration Tools:
  • MuleSoft, Workato
  • Data Migration Tools:
  • Apex Data Loader, Workbench
  • Deployment & Version Control:
  • ANT Migration Tool, Visual Studio Code (VS Code)
  • Collaboration & Project Tools:
  • JIRA, Confluence

Timeline

Business Analyst - Salesforce

Ivey Business School at Western University
09.2022 - Current

CRM Business Analyst/Administrator

Matrix Services
02.2019 - 07.2021

Mainframe Systems Analyst (Client - StateFarm)

DXC Technology
09.2015 - 11.2018

Bachelor of Engineering (B.E.) - Computer Science

Anna University

Salesforce Certifications(6*):

· Salesforce Certified Agentforce Specialist.

· Salesforce Certified Data Cloud Consultant.

· Salesforce Certified Experience Cloud Consultant.

· Salesforce Certified Business Analyst.

· Salesforce Certified Platform Administrator II.

· Salesforce Certified Platform Administrator I.

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Ilakkiya Srinivasan