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Hi, I’m Faisal Shah Senior Business and Product Analyst with 10+ years delivering enterprise Salesforce and ServiceNow solutions across government, healthcare, and retail. I thrive at turning complex business needs into scalable CRM and service delivery solutions, leading Agile delivery, and guiding end-to-end product lifecycles. I excel at requirements gathering, process design, cross-cloud integrations, stakeholder alignment, and data-driven decision-making to improve customer experiences and operational efficiency.…Hi, I’m Faisal Shah Senior Business and Product Analyst with 10+ years delivering enterprise Salesforce and ServiceNow solutions across government, healthcare, and retail. I thrive at turning complex business needs into scalable CRM and service delivery solutions, leading Agile delivery, and guiding end-to-end product lifecycles. I excel at requirements gathering, process design, cross-cloud integrations, stakeholder alignment, and data-driven decision-making to improve customer experiences and operational efficiency.

Faisal Shah

Project Manager, Product Designer, Data Analyst, +2

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Hi, I’m Faisal Shah Senior Business and Product Analyst with 10+ years delivering enterprise Salesforce and ServiceNow solutions across government, healthcare, and retail. I thrive at turning complex business needs into scalable CRM and service delivery solutions, leading Agile delivery, and guiding end-to-end product lifecycles. I excel at requirements gathering, process design, cross-cloud integrations, stakeholder alignment, and data-driven decision-making to improve customer experiences and operational efficiency.…Hi, I’m Faisal Shah Senior Business and Product Analyst with 10+ years delivering enterprise Salesforce and ServiceNow solutions across government, healthcare, and retail. I thrive at turning complex business needs into scalable CRM and service delivery solutions, leading Agile delivery, and guiding end-to-end product lifecycles. I excel at requirements gathering, process design, cross-cloud integrations, stakeholder alignment, and data-driven decision-making to improve customer experiences and operational efficiency.

Available to hire

Hi, I’m Faisal Shah Senior Business and Product Analyst with 10+ years delivering enterprise Salesforce and ServiceNow solutions across government, healthcare, and retail. I thrive at turning complex business needs into scalable CRM and service delivery solutions, leading Agile delivery, and guiding end-to-end product lifecycles.

I excel at requirements gathering, process design, cross-cloud integrations, stakeholder alignment, and data-driven decision-making to improve customer experiences and operational efficiency.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Work Experience

Senior Salesforce Business / Program Analyst at California Department of Social Services

June 1, 2023 - Present

Owned the delivery of Salesforce CRM solutions across Sales Cloud, Service Cloud, Experience Cloud, CPQ, and Marketing Cloud by translating business needs into clear user stories, functional specs, and release-ready requirements. Led requirements workshops, designed scalable CRM and digital engagement workflows, and directed Agile execution for multi-cloud initiatives using Jira, Azure DevOps, and ServiceNow SPM. Implemented Salesforce automation (Flows, validation rules, record types, Omni-Channel routing) and supported integration with ERP/HRIS/external systems to enable unified case management and data exchange. Aligned Salesforce service processes with ITIL-aligned ServiceNow operations to ensure consistent incident/requests/knowledge handling. Managed governance, release planning, security reviews, data privacy, and change management. Designed analytics via Salesforce Reports/Dashboards, Tableau, and ServiceNow PA to provide leadership insights into case volumes, SLA performance,

ServiceNow Business/Product Analyst at OwnersEdge, Inc.

April 1, 2021 - June 1, 2023

Led end-to-end implementation and optimization of ServiceNow ITSM, ITOM, CSM, HRSD, ITBM/PPM, SPM, IRM/GRC, and Automation Engine/Flow Designer capabilities. Collaborated with Product Owners, Stakeholders, Developers, Architects, and Scrum Teams to gather requirements, translate into user stories, acceptance criteria, process flows, use cases, epics, and functional specs. Facilitated Agile ceremonies and managed backlogs with ServiceNow SPM, Jira, Aha!, Azure DevOps. Designed service catalogs, workflows, UI policies, and integration logic; supported CMDB, Discovery, Service Mapping, Event Management, and cross-platform interoperability with Salesforce, Workday, SAP, HRIS, IAM/OKTA. Aligned ITIL processes and governance; led data migration efforts and platform upgrades; delivered training and adoption activities.

Business Analyst at Sanofi

January 1, 2018 - March 1, 2021

Implemented enterprise Salesforce and ServiceNow initiatives supporting patient services, care coordination, member engagement, and provider operations. Translated healthcare workflows (patient onboarding, authorization requests, billing help, care management) into user stories, acceptance criteria, and release-ready requirements. Designed Salesforce capabilities (Service Cloud, Experience Cloud, Omnichannel, knowledge, automation) and delivered ServiceNow ITSM/CSM/HRSD/IRM-CMG enhancements to streamline operations and cross-department service delivery. Led Agile ceremonies (Jira, Azure DevOps, ServiceNow SPM) and ensured alignment with HIPAA, CMS, and data governance policies.

Business Analyst at Veracity Software Inc

January 1, 2015 - December 1, 2017

Led end-to-end product lifecycle for retail digital solutions, delivering omnichannel enhancements (BOPIS, curbside pickup, ship-from-store, real-time inventory). Implemented and optimized Salesforce Service Cloud, supported Salesforce Commerce Cloud, and designed ServiceNow CSM/ITSM modules to streamline incident, change, and service processes. Led integration across Salesforce, ServiceNow, ERP/SAP, OMS, POS, and marketing platforms; drove UAT, KPIs, and post-release validation. Created BRDs/FRDs, wireframes, data flows, and facilitated cross-team collaboration to achieve business goals.