Anitha Vivekanandan
Senior IT Crm Business Analyst @Envista Holdings Corporation
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WORK HISTORY
Senior IT Crm Business Analyst @Envista Holdings Corporation
Charlotte, NC, US
Key Responsibilities:Work on implementation of Dynamics 365 CRM across Geographies (North America, EMEA, India, China and growing)- Dynamics 365 Online with primary focus on Sales, Marketing, Customer Service and Field Service modules.Implement and support on-going changes in out-of-box entities like Accounts, Contacts, Leads, Opportunities, Cases, Queues, Service Contracts, Assets, Work Orders, Bookings and custom entities. Configure Omnichannel for customer service, also integrating Power virtual agent botsConfigure the email to case functionality and automated routing rules for efficient case management.Set-up and maintain Field Service configurations like work order types, incident types, bookable resources, resource categories, rating models, skills/characteristics, schedule boardConfigure the Voice of Customer (survey) moduleConfigure and support knowledge articlesDesign and Support the RESCO Field Service Mobile App Configure and implement power automate flowsConfigure workflows, creates views and dashboards for businessDesign and update user security roles.Work on integration projects to integrate data from other systems (Data warehouse, Maestro, SAP) into CRMWork on data migration projects to migrate data from other systems like Salesforce.com, Quick Base etcBuild basic TABLEAU reports as needed.Perform data analysis using SQL Server and Oracle.Attend and facilitate design workshops.
EDUCATION
Anna University Chennai
Bachelor's Degree, Information Technology
ABOUT ANITHA VIVEKANANDAN
A Senior Business Analyst with 19+ years of Information Technology work experience in CRM (Customer Relationship Management), worked in the Dental Manufacturing and Health Insurance industries. Continuous learning,attention to details, adapting quickly to changing needs are primary strengths. Committed to deadlines and possesses strong analytical, verbal and written communication skills. Worked in multiple geographies (New York, Maryland, St.Louis, Los Angeles, Charlotte, India).Excellent understanding of Sales, Marketing, Customer Service and Field Service business processes and practices. Experience in major Customer Relationship Management (CRM) roll outs for operating companies across the globe ( North America, EMEA, China, India) using both Microsoft Dynamics CRM (2011, 2013, Dynamics 365 Online) and SalesForce.com for several operating companies. CRM roll outs include Integration with and data migration from external source systems such as Datewarehouse, SAP.Previous experience includes working in a range of Healthcare Payer, PBM and Provider business processes including EDI X12 Transactions (4010 & 50•••37, 835, 834, 820 and 270/271, 276/277 transactions), Claim Attachments and Clearinghouse Functions, EFT/ERA, Utilization Management, Health Care Reforms with focus on Admin Simplification, Claims Intake, Claims Adjudication and Benefits Administration, Pharmacy Benefit Management, Specialty Pharmacy, Duals Program, Prior AuthorizationsProficient in creating Business Requirements documents (BRD), writing use cases and user stories, conducting requirement walkthroughs, JAD sessions enabling IT teams to translate business requirements into functional requirements for development.Experienced in leading industry tools such as TABLEAU, Power BI, Power Automate, Power Virtual Agents Microsoft Office Suite and hands-on experience in running SQL queries.Competent Communicator, Toastmasters International
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