VIVEK KUMAR MISHRA

Bangalore, India
Ph - +91-9620300627
Email- jagranreading21@gmail.com

SUMMARY

 10.9 years of Consulting, Analyst and Designer experience in CRM in Siebel in Public Sector, health
care, telecommunication, banking, Retail and Financial sectors and Functional business analyst (BA)
experience in Salesforce health cloud, community cloud. Working experience in Canada in client facing
roles and supporting English speaking clients with MCFD and SDPR ministries of British Columbia and
Telstra from Australia.
 Expertise in Siebel development in Configuring Siebel CRM Application using Siebel EAI (Web
services, JMS, SOAP, XML, Data mapping) and Siebel configuration along with workflow, BO, BC,
MVGs, Workflow Policies and Run-time Events, Business Services, Scripting, OpenUI, Assignment
Manager, VBC,EBC, Workflows, batch processes, performance tuning, Inbound/Outbound web
services, JMS, Siebel PRM etc.
 Enriched experience in Application management, Incident and Change management and support
projects including maintenance of large-scale production environments.
 Worked as Designer and Team Lead and Project Manager with a role of managing end to end
delivery, requirement gathering and analysis, architecting and designing of the complex business
solutions. Worked in SDLC and Agile methodology of development in which includes:
 Client facing role for gathering of functional requirements, fit-gap analysis via discovery and grooming
sessions.
 Designing and developing complex CRM business solutions using Siebel platform.
 Expertise in Project and Delivery management of large-scale production environments and
Siebel upgrade life cycles. Case management and Payroll systems of dollar value ranging from $1
million to $600 million.
 Preparation of high and low-level design documents including use cases and functional specifications.
 Guiding and mentoring team with technical and functional activities.
 Worked on managing project delivery, risk mitigation and quality control.
 Worked with Offshore and Onshore team on day to day coordination.
 Managing end to end delivery and all stake holder communications etc.
 Writing BRD, preparation of test cases and test plans and managing SIT.
 Managing Application Support and Maintenance post release.
 Managing upgrade processes. I have managed end to end upgrade of IP16.
 Expertise in Siebel/Salesforce functional business analysis. Good understanding of ITIL process. I have
led the team of Support desk at client side for production support.
 End to End experience on more than 10 large scale Siebel development and maintenance projects.

TECHNICAL SKILLS

Packaged Application : Siebel CRM, Salesforce

Databases : MySQL 5.0, Oracle 11g
Web Development Tools : Eclipse, Dream Weaver
Programming Skills : APEX, Java, Java-Script, HTML5, SQL
Test Management Tool : HP Quality Center, Test link
Issue Tracking Tool : VSTS, Jira, Azure Devops, Miro
Use Case Design : Visio, Axure

ORGANIZATION DETAILS

Organization Duration

1
 Genpact- GE healthcare division 30th Oct 2020 till date
Maverick Digital, India Aug 2020 till 13th Oct 2020
Deloitte Consulting LLP, India Sept 2018 till July 2020
Deloitte Overseas LLP, Canada March 2017 till Aug 2018
Deloitte Consulting LLP, India Sep 2013 till Feb 2017
Accenture, India Nov-2010 till Sept-2013

PROJECTS DETAILS
Project #1

Title : GE HealthCare 
Client : GE Life Sciences 
Company : Genpact 
Domain : HealthCare 
Role : Assistant Manager 
Period : Oct 2020 – till now 

Technologies used : Siebel Life Sciences, Java, EAI 

Project Description: 
Managing multiple million dollars, large-scale AMS engagement. 

Roles and Responsibilities: 

• My role in this is of Techno Functional Manager which involves managing end to end delivery, architecting
solution and finalizing design, mentoring and leading team of 10people.

Project #2

Title : Multiple Projects in Salesforce

Client : Leslie’s Pool, ConsenSys Health, Meraki Solar
Company : Maverick Digital
Domain : Salesforce Service Cloud
Role : Project Manager
Period : Aug 2020 – 13th Oct 2020

Technologies used: Salesforce Service Cloud

Project Description:
Working in multiple million dollars, large-scale service cloud engagements.

Roles and Responsibilities:

 My role in this is of Project Manager which involves managing end to end delivery.

Project #3

Title : Multiple Projects for ministry of British Columbia (Victoria BC Canada, India)
Client : Ministry of British Columbia, Canada
Company : Deloitte
Domain : Siebel Public Sector
Role : Team Lead
Period : Sept 2013 – Jul 2020

2
Technologies used: Siebel Configuration (EAI), Siebel Integration, Production Support, Application
maintenance, Business Analysis, Siebel Open UI, Web services

Project Description:
Worked in multiple million dollars, large-scale public-sector assignments for ministries of British Columbia
province. It is to design applications which manage the case and finance related functionalities and data
among SDPR and MCFD ministries in British Columbia, Canada. This application had many large scale modules.
5 million citizen information is managed in the Province of British Columbia, the program manages their
interactions through all forms of social funding provided by the government such as Subsidies for Parents,
Unemployment Benefits.

Roles and Responsibilities:

 My role in this is of Team Lead to interact directly with client to gather requirement and then a
Solution designer and Technical lead which involves below:
 Designing and developing end to end solutions for interconnected systems involving Siebel and many
third-party vendor systems.
 Consulting end clients and gathering requirements and converting them to low-level design
documents for mapping functional requirements.
 Managing project estimations/budgeting, release planning, scoping and staffing in project.
 Managing Off shore team on day to day coordination with Onshore team etc.
 Guiding and mentoring team technically.
 Managing technical support team for production environment
 Leading the upgrade from IP13 to IP16

Project #4

Title : Integrated Right Now Remediation Project in Telstra

Client : Telstra
Company : Accenture
Domain : Siebel Telecom
Role : Developer
Period : Dec 2011 – Sept 2013

Technologies used: Siebel Configuration, EAI, Email/SMS functionality, Service Request module

Project Description: Siebel Configuration, EAI, Email/SMS functionality, Service Request module

Roles and Responsibilities:

 My role in this is of Siebel developer.
 Developed workflows, smart scripts, escript, workflow policy, assignment manager and Integration
(EAI).
 Daily coordination with onshore team on requirements, user story development progress etc.
 Managing hyper care postproduction go live.

Project #5

Title : Payroll project with Social Service

Client : Social Services, UK
Company : Accenture
Domain : Siebel Financial (Banking)
Role : Developer
Period : July 2011 – Dec 2011

3
Technologies used: Siebel Configuration, EAI

Project Description:
This banking project mainly deals with opportunity and household management. It also involves integration for
the payroll processing. It works in agile methodology.

Roles and Responsibilities:

 My role in this is of Siebel developer.
 Developed workflows, smart scripts, escript and Integration (EAI).
 Providing production maintenance support

Project #6

Title : Case Management in department of work and pension

Client : DWP, UK
Company : Accenture
Domain : Siebel Public Sector
Role : Developer
Period : Nov 2010 – July 2011

Technologies used: Siebel configuration, Siebel EAI.

Project Description: This public-sector project was to design an application which manages the pension
related functionality and data.

Roles and Responsibilities:

 My role in this is of Siebel developer.
 Developed at least 50 EAI Inbound and Outbound interfaces using Web-Services, JMS Queue and
VBCs.
 Designed and prototyped EBC, VBCs etc.
 Providing production maintenance support.

EDUCATIONAL QUALIFICATION

 B-tech (Computer Science) Maharana Pratap Engineering College, Kanpur in 2010 with aggregate
81.18%