Nikhil R.

About Nikhil R.

Certified Salesforce Admin (201), Experience as a Salesforce Business Analyst and Administrator in the IT industry• Collaborated with UX designers, developers, QA, and product owners in creating user tests and prototypes• In my role as a BSA, led requirement gathering sessions and interacted with business units and business owners to understand the business processes, their pain points and requirements.• Analyzed these requirements and translated into functional specifications. Created and documented Business requirements, Functional specifications (FSD) and Admin hand books for end users and IT team.• Created test scripts and handled UAT sessions for new developed features.• Extensive experience with Salesforce.com configuration, custom objects, Workflows, Validations, approvals and other declarative components.• As a SFDC BA and Administrator, I independently support more than 500 users, handle daily user issues that require setting up validations, creating workflows, field updates, and debugging Apex code.• As a Salesforce administrator supported large, complex Sales cloud instances that involve working with Account, Standard Account teams, Contact, opportunities etc.• Worked with Case management, Salesforce to Salesforce connection, Communities and Salesforce Knowledge to support Service cloud instances.• Worked as a Business Analyst on complex integration projects for Sales and Service cloud.• Organized requirement gathering sessions analyzed and documented the requirements.• Experience working with Service Now for service requests, Product backlogs and Kanban boards.• Worked with various apps from AppExchange, Apttus, BOX, Jitter bit, Zoom info, Data.com etc.• Experience working with Salesforce lightening• Hands on with Process Builder, Apex classes and Apex triggers.• Used Apex Data Loader for importing and exporting large volume of records.• Used Eclipse and change sets to deploy and migrate work done in Sandboxes• Created a number of custom Reports and Dashboards for users.• Worked closely with Solution Architect and cross-functional teams and coordinated with third party off-shore vendors to ensure on-time deliverable.•Create a list of subscription using Zuora.• Execute the workflow to resume subscription using Zuora.• Experience implementing Salesforce Knowledge.• Worked with Apttus Quote to Cash app. Knowledge of generating quotes, contracts and invoicing flow• Diagramming tools like MS Visio to create process flows for current and future business processes.

Experience

1. Senior Business Analyst

   Kaiser Permanente

   May 2025 — Present · CA, US

   Building Employee Service HR Case management system and community portal from scratch. • Project Roadmap & Delivery: Defined Salesforce HR Service Cloud roadmap covering discovery, design, testing, release, and adoption phases; aligned milestones with HR functions (Benefits, Payroll, Compensation, Leaves) ensuring on-time delivery of MVP.• Test Strategy: Designed and implemented end-to-end test strategy including unit, SIT, regression, and UAT; created test scripts and coordinated UAT sign-off with HR business SMEs, improving defect resolution turnaround by 30%.• Release Management: Established Salesforce release governance across sandboxes (Dev, UAT, Production); managed sprint deployments, quarterly major releases, and hypercare monitoring using JIRA + DevOps tools, ensuring zero post-release critical defects.• Business Impact: Enabled seamless HR case management with SLA tracking and entitlements, optimized Omni-Channel routing, and improved system adoption via change management and training — reducing HR inquiry resolution time by 20%.

Education

• Monroe University

  Master's degree, Computer Science

  2016 — 2018

• Dayananda Sagar Institutions

  Electronics and communication

• Visvesvaraya Technological University

  Electronic and Communication