Віталій

Vitalii Gonchar
Salesforce Business Analyst/Consultant

PROFESSIONAL • 10+ years of experience in IT sphere including experience in
SUMMARY Salesforce configurations (org setup, data management, automation
tools, user setup, object types/relationships, sharing settings, page
layouts, reports);
• Good understanding and experience working with Salesforce Clouds,
such as Community, Service, Sales Clouds;
• Familiar with collecting and processing feature requests from reseller
accounts and KOLs to management;
• Experience in translating complex business requirements into
innovative CPQ solutions, optimizing pricing strategies, and
automating quote-to-cash processes to drive revenue growth and
operational efficiency
• Deep knowledge of creating official documentation on setups and
processes for customers to help them achieve the best and most
productive setup/environment;
• Experience working with internal business areas to solicit end user
requirements, gains understanding of the purposes or goals of various
processes, offerings or practices;
• Experience creating well defined business cases by analyzing the
value of an idea, concept, request or potential project including,
defining the scope, objective, and baseline requirements;
• Experience in facilitating requirements workshops, documenting
detailed functional, technical, reporting & data requirements;
• Experience in validating and a fast roll-out of new products;
• Familiar with the creation of the system design and functional
specifications for all new development projects;
• Experience in troubleshooting technical issues and identifying
modifications needed in existing applications to meet changing user
requirements;
• Experience in translating client’s requirements into highly specified
project briefs;
• Experience in developing, running, updating and exporting
Salesforce.com reports, analytics and dashboards to support and
monitor daily activity and key performance measures;
• Experience in establishing and implementing best practice procedures
for system maintenance and optimization, configuration development,
testing, data integrity, backups, etc;
• Profound expertise in developing, maintaining and performing
processes to continuously monitor data quality and integrity in platform
applications;
• Experience in handling feature requests, technical issues and
successful project completion for large and important reseller accounts,
clinics and key opinion leaders;

• Experience in creating, designing, and formatting technical
specification documentation including architecture diagrams, process
flows, and other information or processes needed to describe required
system changes for development team and customer;
• Hands-on experience in designing and developing workflow rules,
validation rules, email notifications, etc
• Good communication and complaint-handling skills.

LANGUAGES • English – Full professional working proficiency
• Russian/Ukrainian – Native or bilingual proficiency

CERTIFICATIONS • Salesforce Certified Administrator
• Salesforce Certified Platform App Builder
• Salesforce Certified Community Cloud Consultant
• Salesforce Certified Sales Cloud Consultant
• Salesforce Certified Business Analyst

EDUCATION • Cherkassy State Technological University, Specialist`s degree in
Applied Linguistics, Computer Science

TECHNICAL Process modeling
SKILLS User Stories, Use Cases, User scenarios, flowcharts, wireframes

Project/documentation management
Atlassian software (Jira, Confluence)

Salesforce Clouds
Community Cloud, Sales Cloud

Prototypes
Paint, Moqups, Figma

Diagram software
Miro, MS Visio, Camunda

CRM
Salesforce, Microsoft Dynamics

PROJECT
EXPERIENCE
Customer: Carasso Motors

Date: January 2026 – September 2026

Customer Description: Customer is a major Israeli automotive
company that imports, distributes, and sells vehicles, and it is one of the
oldest trading organizations in Israel's local industry.

Project Description:
Implementation of a Salesforce-based IT Service Management (ITSM)
solution to streamline incident and service request management,
automate IT service processes, improve SLA tracking and escalation
management, and provide centralized visibility into service operations,
assets, and performance.

Role: Salesforce Business Analyst/Consultant

Responsibilities and Key Accomplishments:

• Setting up Key ITSM features like
o Email to Incident
o Incident Assignment rules
o SLA Management
o Self-Service Portal
o Knowledge Management
o Approvals
• Setting Up and document Security Model
• Setting Up Data Model according to requirement
• Implemented Validation rules to fulfill client’s business process
• Implemented Flow Automations of various types according to best
practices to support business processes
• Data Mapping Preparation
• Data Migration
• Conducting demos on the new functionality for customer
• Deployed Changes using Copado
• Worked with business stakeholders on new solutions and
requirements gathering

Technologies: Salesforce ITSM, Copado

Customer: Neighborhood Trust Financial Partners

Date: September 2025 – January 2026

Customer Description: Neighborhood Trust Financial Partners is a
national nonprofit organization based in NewYork City, dedicated to
empowering low-income workers to achieve financial security.Founded in
1996, it provides free, trusted financial coaching and access to inclusive

financialproducts and benefits. Their mission is to help workers escape
the cycle of debt, improvecredit, build savings, and gain financial agency.

Project Description: Neighborhood Trust Financial Partners unified
TrustPlus and
Pathways Salesforce orgs into a single scalable platform,
merging data models, reworking security for credit union
coaches, repointing intake forms, and migrating key
functionalities like Financial Snapshot for consistent financial
coaching workflows.

Role: Salesforce Business Analyst/Consultant

Responsibilities and Key Accomplishments:

• Conducted comprehensive field analysis for objects within the project
scope using the FieldSpy tool.
• Extracted and analyzed field metadata, including field types, total
field counts, and field usage/population rates across records.
• Created and maintained detailed Source-to-Target data mapping
tables for objects and fields across environments.
• Performed field mapping based on data types, field structures, and
business requirements to ensure alignment between Source and --
Target environments.
• Identified potential data structure discrepancies and migration risks,
providing a solid foundation for data migration planning, validation,
and remediation.

Technologies: Salesforce

Customer: NDA

Date: December 2023 – August 2025

Customer Description: Customer is a mission-driven healthtech
company founded in 2012 and headquartered in New York, now operating
as an independent affiliate of Roche. It harnesses real-world oncology data
from electronic health records and other sources to build platforms that
support patient care, clinical research, and healthcare policy.

Project Description: The team is responsible for developing an electronic
health record software used in oncology practices. This software tracks
and manages all patient data related to their cancer treatments and
medical history. It includes information such as lab results, patient details

(address, phone number, allergies), treatment plans, and upcoming
appointments.

Role: Salesforce Business Analyst/Consultant

Responsibilities and Key Accomplishments:

• Gathered, analyzed, and documented business requirements,
translating them into detailed functional specifications for
Salesforce solutions;
• Conducted workshops and stakeholder interviews to identify
process gaps and system enhancement opportunities;
• Designed and maintained process flows, data models, and user
stories using tools such as Lucidchart and Jira;
• Collaborated with Salesforce developers to ensure technical
solutions aligned with business requirements and best practices;
• Created and managed reports, dashboards, and data visualizations
in Salesforce to support business decision-making;
• Performed system configuration using declarative tools, including
custom objects, fields, validation rules, and workflows;
• Coordinated and executed UAT sessions, gathering feedback and
ensuring issue resolution before deployment;
• Delivered end-user training sessions and prepared knowledge
base documentation to support system adoption.

Technologies: CPQ, Service Cloud, Sales Cloud, Workato Integration,
Miro.

Customer: NDA

Date: June 2023 – September 2023

Customer Description: The company offers financial performance
management software, financial consolidation, planning, reporting and
analysis, enabling clients to simplify their finance operations and day-to-
day business. LucaNet is a vendor of licenses and technical OOB solutions
such as connectors, data space, virtual machines, and so on, which do not
require long work on implementation and maintenance.

Project Description: Csutomer uses SF to manage sales and marketing
processes (Sales Cloud with CPQ), the process of implementing sold
products and the support process (Service Cloud). The company needs to

make various changes to existing processes in the SF, which are designed
to improve the efficiency of its users. It is expected that these can be both
small customizations and fixes of existing problems, as well as the addition
of new integrations, redesign of the access system and the product
management module. CT is supposed to build a concept of a target system
to validate some technical assumptions or prove expertise.

Role: Salesforce Business Analyst/Consultant

Responsibilities and Key Accomplishments:

• Conducted detailed requirement gathering sessions with
stakeholders to understand their business needs and objectives;
• Collaborated with cross-functional teams to define and document
business processes, workflows, and data models;
• Reduced data entry errors by 30% by implementing data validation
rules and workflow automation;
• Participate in the migration of legacy data into Salesforce, ensuring
data accuracy and consistency across the platform;
• Configured and customized Salesforce CRM to align with client-
specific requirements, including the creation of custom objects,
fields, and validation rules;
• Acted as a liaison between business users and the development
team to ensure effective communication and implementation of
solutions;
• Developed and executed test plans, including user acceptance
testing, to validate system functionality and ensure data accuracy;
• Provided ongoing support to end-users by troubleshooting issues
and optimizing Salesforce performance;
• Created detailed reports and dashboards to enable data-driven
decision-making and enhance business insights.
• Conducted demo of the new functionality to stakeholders;
• Worked with SOQL queries;
• Was involved with design, implementation and debugging of
salesforce Flows(record-triggered flows, screen flows);
• Deployed metadata using change sets and VScode.

Technologies: VScode, Git, Salesforce(Service Cloud), Jira, Data loader.

Customer: NDA

Date: March 2023 – April 2023

Customer Description: Customer is a global leader in distilled
products.

Project Description: Development of the solution for the Customer based
on CT Mobile app, unified for affiliates, with the ability to configure the app
for each affiliate based on configuration toolkit and affiliate configuration
requirements and customize it according to Customer requests and
defined roadmap.

Role: Salesforce Integration Business Analyst/Consultant

Responsibilities and Key Accomplishments:

• Collaborated with clients to identify their specific integration needs,
including data sharing between Salesforce and other systems;
• Conducted in-depth analysis of existing business processes to
identify opportunities for process improvements through
integration;
• Designed integration solutions that adhered to best practices and
standards for data security and data consistency;
• Worked closely with developers to oversee the technical
implementation of integration solutions, ensuring they met client
requirements;
• Developed and maintained comprehensive documentation of
integration processes, data flows, and system architectures;
• Managed the testing of integrations, including data validation and
end-to-end testing to guarantee seamless data transfer;
• Assisted in the creation of data migration plans and executed data
migration tasks to ensure a smooth transition to integrated systems;
• Provided ongoing support for integrated systems, troubleshooting
issues, and making necessary adjustments to maintain data
accuracy and system functionality;
• Collaborated with cross-functional teams to prioritize and address
integration-related enhancement requests.

Technologies: Salesforce, Jira, Confluence.

Customer: Business Class

Date: April 2023 – May 2023

Customer Description: Business Class is a cutting-edge company
dedicated to revolutionizing the corporate travel industry. The company

specializes in providing top-notch travel solutions tailored to meet the
unique needs of business professionals. The company provides a
comprehensive range of services, including premium flights, luxurious
accommodations, and personalized travel itineraries.

Project Description: The end result is the implementation of CRM
functionality in Salesforce, which beautifully mirrors and enhances the
existing functionality built on an outdated technical platform. Salesforce
serves as the ultimate tool for managing all pre-booking stages, including
lead management, opportunities and price quotes generation. Meanwhile,
post-booking processes seamlessly remain within the customer's ERP
system. To ensure smooth operations, Salesforce and the ERP system
are integrated, working harmoniously together.

Role: Salesforce Business Analyst/Consultant

Responsibilities and Key Accomplishments:

• Collaborated with project stakeholders to define and document
project scope, objectives, and success criteria for a new Salesforce
implementation project;
• Conducted thorough needs analysis and requirement gathering
sessions to understand the client's specific business processes and
challenges;
• Worked closely with cross-functional teams to recommend and
implement Salesforce solutions that align with best practices and
industry standards;
• Designed and configured Salesforce custom objects, fields,
validation rules, workflows, and automation processes to optimize
business processes;
• Delivered user training and documentation to enhance end-user
proficiency and promote Salesforce adoption;
• Provided post-implementation support, troubleshooting issues, and
optimizing Salesforce performance to ensure ongoing client
satisfaction;
• Created detailed reports and dashboards to empower data-driven
decision-making and business intelligence;
• Collaborated with system administrators to ensure system
maintenance, updates, and data integrity.

Technologies: Salesforce, Jira.

Customer: BAT

Date: May 2022 – January 2023

Customer Description: British American Tobacco (BAT) is a British
multinational company that manufactures and sells cigarettes, tobacco
and other nicotine products. The company, established in 1902, is
headquartered in London, England. BAT has operations in around 180
countries, and its cigarette brands include Dunhill, Kent, Lucky Strike, Pall
Mall and Rothmans. Its brands also include Vype and Vuse and Glo.

Project Description: Frontend development for BAT (LWC, Fielo). BAT
(together with RJ Reynolds) - creating SF Community for the company's
educational program. Thanks to this application, employees will be able to
undergo training, to make the process more fun - for completing each
module, the employee will receive a motivating badge and points that can
be exchanged for gift cards.

Role: Salesforce Business Analyst/Consultant

Responsibilities and Key Accomplishments:
• Performed requirements gathering and analysis and ensured
project objectives were met and team understands the
requirements;
• Designed, developed and maintained all company, team, and
individual dashboard metrics;
• Established and implemented best practice procedures for system
maintenance and optimization, configuration development, testing,
data integrity, backups;
• Consulted with business stakeholders on new solutions and assist
in implementation of these solutions on the Salesforce platform;
• Consulted with users to optimize their business processes and led
the CRM group meetings to drive business priorities;
• Provided support to ensure normal system operation
troubleshooting production issues and problems;
• Proactively monitored system operations, recommend
improvements, and manage user acceptance test planning;
• Gathered, created and documented current and future business
process flows;
• Helped create and implement solutions based on requirements for
stories;
• Was responsible for User stories, flowcharts, wireframes, tasks
creation;
• Conducted demos on the new functionality for customer;
• Was responsible for backlog ownership;
• Held internal product demos;
• Conducted estimate sessions with dev team;
• Conducted daily standups when PM out of office;
• Suggested solutions according to customer`s requirements;
• Worked with Salesforce static resources;
• Performed Salesforce Surveys configuration;
• Configured Salesforce Community Cloud.

Technologies: Fielo Package, Jira, Confluence.

Customer: NDA

Date: April 2022 – May 2022

Customer Description: A leading global provider of advanced analytics,
technology solutions and contract research services to the life sciences
industry, delivering unique and actionable insights at the intersection of
large-scale analytics, transformative technology and extensive domain
expertise, as well as execution capabilities.

Project Description: The goal of the project is the initial release of
Compass, a platform replacing an existing solution, and to enhance
business process efficiency of Customer Services department in several
key areas including, but not limited to business process automation, 360-
degree view on Services and integrations with existing within Customer's
Salesforce landscape (OCE, OCE Engage) and non-Salesforce
environments (i.e. SAP).

Role: Salesforce Business analyst / QA Engineer

Responsibilities and Key Accomplishments:

• Participated with internal business areas to solicit end user
requirements, gains understanding of the purposes or goals of
various processes, offerings or practices;
• Partnered with the business users, IT and vendors to analyze and
scope new Salesforce enhancements and roadmap project;
• Gathered business requirements, configured in a Salesforce
sandbox, demo to the business, test and deploy into Production;
• Drove system adoption through end user support and training;
• Identified areas of improvement and implement solutions in
process;
• Maintained system reports and dashboards to track trends in
usage, adoption, and other key metrics;
• Created, monitored, and updated detailed project plans;
• Reviewed and provided input into project scope definitions;
• Was involved in the creation of end user and administrator training
material, potentially delivering end user training;
• Conducted functional testing;
• Documented software defects using a bug tracking system and
reported defects to software developers and other stakeholders;
• Performed business and system analysis;
• Provided recommendations for process improvement;
• Monitored the completion of tasks within time and cost constraints
and ensured that technical and functional objectives were met;
• Worked closely with the team, participating in solution design and
ensuring testability of functions and applications;

• Participated in reviews to provide input on business requirements,
functional requirements, solution design and project plan
documents;
• Created and maintained test cases and traceability matrix.

Technologies: TestRail, Salesforce, Jira, Confluence.

Customer: NDA

Date: December 2021 – March 2022

Customer Description: Customer is a producer of internationally
recognized spirits and wines. The largest privately held spirits company in
the world, operates nearly 30 production sites worldwide and sells in more
than 150 countries. Customer brand portfolio consists of more than 200
brands and labels.

Project Description: The company is engaged with Customer as a
systems integrator, developing a custom solution based on Salesforce that
enables On-trade processes of sales reps. CT has developed a mobile
application called Amalia that covers a comprehensive set of processes
from prospect qualification, visits to contract management, supervision &
payments, and order management. Amalia is a bespoke Customer
Salesforce App for Sales Reps to optimize their visits to on-trade outlets.

Role: Salesforce Business Analyst/Consultant

Responsibilities and Key Accomplishments:

• Was responsible for investigation and fixing bugs from production;
• Collaborated with various teams for successful issues resolution;
• Conducted testing according to business requirements for the
implemented solution;
• Worked mostly with custom metadata, custom labels and translations;
• Provided support to applications in production by tracking production
problems and troubleshooting them to sustain application in
production;
• Performed in depth business process and data analysis and proposed
process optimization recommendations and solution options to
maximize effective usage of the Salesforce.com platform;

• Performed the necessary configurations within Salesforce.com using
web-based administrative tools (form layout, workflow design, view
creation, etc.);
• Worked closely with developers to define and create specifications for
any custom code, data migrations, or integrations.
Technologies: Salesforce, Jira, Confluence.

Customer: AbbVie

Date: June 2021 – September 2021

Customer Description: AbbVie is a research-based biopharmaceutical
company. The Company is engaged in research and development,
manufacturing, commercialization and sale of medicines and therapies.
AbbVie offers its products in various therapeutic categories.

Project Description: Individual mobile multi-county solution based on
Salesforce CRM. The app allows AbbVie patients track patient-reported
outcomes, symptoms, side effects, adherence, vital statistics, and general
quality of life. It helps patients take their medication in time, be notified
about upcoming blood tests and appointments with doctor and have
access to regularly updated helpful educational content. App also motivate
patient regularly deal with his health and stay in touch with their Care
Coach. Solution also promoting physician intervention where needed. Via
Salesforce CRM, app reports patient’s information directly to a patient's
physician and AbbVie Care nurse

Role: Salesforce Business Analyst/Consultant

Responsibilities and Key Accomplishments:

• Communicated with various stakeholders to understand Request and
Order processes;
• Configured Salesforce according to requirements in assistance to dev
team;
• Provided customized reporting and recommendations in support of
ongoing business decisions or initiatives;
• Communicated results to key stakeholders in order to supported
informed business decisions by providing in-depth analysis and
recommendations;
• Ensured current and future data and software requirements were met
to provide accurate decision support to the business;
• Assisted to QA team in building test content and participated in testing
according to business requirements;
• Supported demos for a client;
• Created user and admin guides for implemented solution;
• Imported records via Data loader.

Technologies: Salesforce, Copado, Data Loader, Citrix, Jira, Confluence.

Customer: 3Shape

Date: February 2018 – February 2021

Customer Description: 3Shape develops 3D scanners and software
solutions that enable dental and hearing professionals to treat more
people, more effectively. 3Shape is headquartered in Copenhagen, with
development teams in Denmark and Ukraine and with a production site
in Poland.

Project Description: The project was aimed to assist clients with a
product’s technical aspects, inform and train clients in the product’s proper
use to enhance the customer experience and improve satisfaction.
Additionally, needed to cooperate with the sales team to refine the sales
process and ensure customer loyalty.

Role: Business Analyst /Technical Account Manager

Responsibilities and Key Accomplishments:

• Handled feature requests, technical issues and successful project
completion for large and important reseller accounts, clinics and key
opinion leaders;
• Led large accounts (dental clinics);
• Collected and processed feature requests from reseller accounts and
KOLs to management;
• Created official documentation on setups and processes (e.g. large lab
setups) for customers to help them achieve the best and most
productive setup/environment;
• Actively collaborated with beta testers and key opinion leaders on
gathering business requirements;
• Was point of contact between customers/resellers and various internal
departments in order to achieve successful project completion;
• Was responsible for business trips and meetings with customers
located across Europe (conducted presentations and trainings on site);
• Participated in international exhibitions;
• Was involved in validating and a fast roll-out of new products;
• Worked with JIRA and Confluence daily.
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