Anand Rangarajan

• Lead workshops to identify strategic drivers and develop required use cases, functional requirements, and technical requirements.
• Provide analytical expertise in identifying, evaluating, and documenting system requirements and procedures that are cost effective and meet business objectives and user needs.
• Ensure quality and relevance of user requirements, functional specifications, technical specifications, data models, and process flow diagrams to control engagement scope, sustain high delivery quality and ultimately deliver the project successfully.
• Provide consultation to client stakeholders and business users in omni-channel-specific business topics, including product catalog modeling, inventory management, Order Management, international commerce, Customer Service Management, Assisted Services Management, b2b customer management, promotion strategy, and more.
• Lead cross-functional project delivery teams in the identification and resolution of business or systems issues.
• Apply advanced functional/technical principles, theories, and concepts related to requirements, data, usability and process analysis.
• Direct the configuration and maintenance of project team collaboration space and issue/task management system (i.e. MS teams, MS Azure Devops, Confluence, JIRA, etc.). Work with team members to maximize the value of these systems and set a good example in their use.
• Act as a bridge between the client, technical and creative teams; facilitating internal, technical and client design reviews; and ensuring that delivered application remains true to the creative design.
• Participate in the Product Backlog and Spring Backlog preparation
• Contribute to daily scrum meetings and Sprint Retrospective Sessions
• Author User Stories and conduct walkthrough of the user stories with the Dev and the Quality teams.
• Lead client discussions mapping business requirements to the Salesforce, SAP & Hybris Platforms.
• Experience in Cutover Planning and Preparation of Integration Test Cases and End User Training.

• Delivering several whitepapers and socializing it among other workstreams and with the relevant stakeholders from the Customer:
o Product Hierarchy
o Call Center Management – On-Prem CRM Vs On-Cloud CRM
o Unified Enterprise-wide Knowledge Base Management
o ERP Sales Orders Versus CRM Sales Order

• Host Blueprint workshops on Customer Services Management
• Author Blueprint Documents on Customer Services and Field Services Management
• Author Configuration Rationale Documents and update confluence tool with the same.
• Author Functional Specifications documents and design unit test cases and update confluence tool with the same.
• Guidance on the CRM End User Training Roadmap and Strategy
• Integrate MS Exchange Server with CRM for Inbound and Outbound; as part of Email Response Management system (ERMS).
• Integrating Hybris eCommerce with SAP CRM for Complaints and Service Request Processing.
• Integration of Hybris Commerce ASM module with SAP CRM for Order assistance service via valid Contact Center Channels.
• Provide a high-level Integration strategy for Integrating CRM with existing Call Centre Infrastructure for the following channels:
o Existing Call Centre Phone Infrastructure
o Existing Email Infrastructure
o Existing Fax Infrastructure
o Existing SMS Infrastructure
o New Channel Webchat

• Apart of the above, there was also a need to ensure that several existing legacy software functions well in the future ‘To-Be’ environment.
• Screening candidates based on their CRM/Cloud skillset so that they could be on boarded into the program
• Responsible for designing and implementing end to end architecture for Digital Marketing solution for the Malt Shovel Business Using the portfolio approach
• Responsible for migrating the White Rabbit Database from Traction to SAP Marketing Cloud

• Responsible for developing, designing, coding, debugging, diagnosing and fixing errors and faults in an applications programming language and follow the established protocols, guidelines and quality standards to ensure programs and applications perform to required specifications.
• Involved in various customer project implementation such as developing, designing prototyping, Unit Testing, Integration Testing and Go-Live.
• Develop program code to meet system requirements, system designs and technical specifications.
• Involved in development methodologies such as Waterfall Development modes and agile methodology of development.
• Analyzed the existing code of the application for possible bottlenecks and implemented performance enhancements by modifying the code.
• Responsible for Interpreting specifications, creating technical designs and drawing work flow charts.
• Interacting with Business Analyst for understanding business requirements, application and database architect’s for understanding application architecture and testing new functionalities.
• Involved in creating high level Technical Design Documents such UML diagrams, Class diagrams and Object Mapping document using Microsoft Visio
• Involved in Design and Development of the code and business logic that was discussed in Requirements Gathering phase.
• Responsible for understanding the Business requirements and transforming the requirements into technical Specification documents in areas like SAP CRM Sales, Services, Marketing, Trade Promotion and Social services product areas.
• Understand customer technical design documents and involve in programming and testing that culminate in client acceptance of the results.
• Involved in Development of the new change requests which involves Coding, Unit testing and Documentation to meet system requirements, system designs and technical specification.
• Involved in development related activities for customers in areas of SAP CRM Sales, Services, Master data, and Marketing and SAP Social Services areas using CRM Web UI technology, SAP BRF+ and ABAP programming, CRM Middleware & Workflows among others.
• Involved in preparing technical specifications documents from a given business functional model.
• Responsible for creating Technical Specification Documents, Test Cases, Unit test documents, Unit test case results, and end user training manuals, Effort Estimation for the same.
• Involved in quality review activities related to test case documents and Coding.
• Involved in project life cycle phases such as Development, Planning and cut-over activities for project Go-Live.
• Conducted many trainings in varied areas of CRM and ABAP including, but not limited to SAP Workflows, SAP CRM Base Customizing Trade Promotion Management & ABAP fundamentals.

• As part of Practice Contribution, learn and understand competitor products like Salesforce/ MS Dynamics/ Adobe to be able to utilize this know-how during large scale customer bids/Presentation to secure buy-in from the customer for SAP Capabilites

• One of the major projects involved required BMC Remedy migration to Salesforce Service Cloud(new released then)
• Responsible for analyzing and documenting business requirements, business workflow, developing
  file mapping and technical specification and working with business partners/stakeholders to determine details and priority of requirements
• Responsible for creating, managing, and delivering of required documents for application
• Serve as liaison between customers and team developers to overcome applications issues and maintain established business relationships
• Work with end users and management to document, design, test and deploy complex processes
• Prepare training material and provide in person training, and also training via web conferencing
• Monitor new Salesforce released features and functionality to provide recommendations for process
• Conduct business analysis by working with end users to identify system, operational requirements,