Sook Ching Lai

Key Responsibilities & Achievements Key Skills

Summary
Senior Business Systems Analyst with strong expertise in Salesforce (SFDC) and regional business process support across JAPAC. Proven track record in translating complex business requirements into scalable system solutions, supporting multi‑country operations, and leading UAT, enhancements, and deployments. Strong collaborator between business stakeholders and IT teams..

• Act as Subject Matter Expert (SME) for Salesforce applications supporting Sales, Marketing, and Operations across the JAPAC region.
• Analyze business requirements and design system solutions including record types, page layouts, approval processes, workflows, reports, integrations, and security access.
• Support country‑ and business unit‑specific processes, ensuring alignment with local regulations and operational needs across multiple regions.
• Lead and manage small to medium system enhancements and change requests, from requirement analysis through deployment.
• Coordinate and support UAT activities, including test preparation, defect analysis, user access provisioning, and deployment validation.
• Perform root cause analysis and troubleshooting for system, access, and data issues, ensuring minimal business disruption.
• Serve as a key liaison between business users, regional teams, and IT, translating technical concepts into business‑friendly language.
• Produce and maintain functional documentation, process flows, and system configurations to support knowledge transfer and audit readiness.
• Support user training and enablement, improving system adoption and effective use of Salesforce solutions.

• Salesforce.com (Configuration, UAT, Security, Reporting, Integrations)
• Business Process Analysis & Optimization
• Stakeholder & Regional Support (JAPAC)
• System Enhancements & Deployments
• UAT Coordination & Testing
• Access Management & Troubleshooting
• Functional Documentation

Role as Analyst

• Understanding business process and problem so that to propose solutions to business problem.
• Work across the team with the business users for requirement gathering, validating and verifying the requirement from business users, transform business requirement into system/technical requirements and work closely with the developer for the development work to be completed and deliver on time, with high quality and user expected result.
• Prioritize the case ranking for developer
• Strong coordination and follow-up with customers (business users) on the feedback/request/issues raised
• Supporting business users’ need
• Troubleshooting and verify the issue raised by user
• Documentation for Technical Requirement, IT test evidence document
• Provide Technical Solution and guidance to the team when required
• Provide end user training when required

Role as Admin

• Performing Administration tasks – data management (import data, data cleaning. Etc.) , configuration setup, change management (bi-weekly major release), user management (activation / deactivation / permission or additional access request), ensure the required documentation are completed before for the release.

Role as Developer

• Point and Click development (field creation / validation rule / workflow rule / email template / email alert / process builder / page layout / record type etc.)

Functional Area: Seagate Recovery Services (SRS)

Application Name: SRS JobTrack

• Involved in requirement gathering, system design, impact analysis, new enhancement & change request implementation and development, bug fixing, troubleshooting, application L1, L2, L3 support, and testing.
• Work closely with the development team, counterparts, vendors from different countries and time zones (e.g.: California, Colorado, Amsterdam, New Zealand, China etc.) Basically work with Project Manager and business users for requirement gathering and production issue support.
• In addition, I used to work with third party application/system support such as UPS, PayPal, Cybersource , Asknice.ly, Twilio and SF Express

for application integration implementation. Work across functional teams in Seagate (e.g.: e-Security Team, Network Team - RNO, Firewall Team - GFO, SQA Team, GTM Team, Integration Technical Excellence Team, EDW team etc.) in order to deliver the projects.

• Documentation on the new enhancements and projects.

Functional Area: CRM
Application Name: Program Studio

• Participated in short‑term development activities for a new application, Program Studio.
• Collaborated closely with the development team, SQA, and the Project Manager based in the United States.

1. Involved in software development life cycle, modify existing application with enhancement, implement fixes and enhancement, data migration, back-end program for Unix System, reports, test case preparation, coding, testing, troubleshooting & bug fixing for Web-based Banking System. Involved in Mobile Banking Application for android. Developed a new web application with the company’s common framework for our new customer.

2. Assist Team Leader, eg: guide the team members on their tasks, support SQA testing, and finding root cause of the defects and provide advice/fixes etc.

3. Involved in Production Issues once in a while.

4. Involved in application's performance tuning issue.

5. Started involved in application design, initiate and handle technical design for a new web application.