Summary
Overview
Work History
Education
Skills
Certification
Interests
Accomplishments
Languages
Work Preference
Timeline
REFERENCES
Personal Information
REFERENCES
Generic
Yugesh Sharma

Yugesh Sharma

Senior Project Manager/Product Manager/Service Manager/Business Analyst
Semenyih

Summary

I am a self-motivated Mechanical Engineering graduate with over 4 years of experience as a Salesforce/OCE IQVIA Product Owner, Business Analyst, Project Manager, and Service Manager. I specialize in leading end-to-end Salesforce.com development and maintenance initiatives, delivering tailored solutions that meet complex business needs.

In addition, I bring 5+ years of experience as a Salesforce/OCE Administrator, where I’ve driven business transformation through effective CRM strategy and system optimization. I also have over 3 years of expertise in Veeva Vault and Veeva CRM as both an administrator and business analyst, leading system management, vendor coordination, product releases, and implementation support.

My ability to collaborate with cross-functional teams, lead technical discussions, and align business processes with modern CRM technologies makes me a strong asset for any organization focused on customer engagement and digital excellence.

Overview

9
9
years of professional experience
1
1
year of post-secondary education
2
2
Certificates
5
5
Languages

Work History

OCE P ( Salesforce Sales Cloud ) Product Manager

Craftware Sp. Z O.o. ( Contracted to Bayer )
01.2025 - Current
  • Own end-to-end product management for OCE Personal CRM (Salesforce), OCE Digital, and Reltio MDM, delivering strategic, compliant, and scalable commercial solutions across Germany, Mexico, Turkey, and the Middle East.
  • Lead a cross-functional team of 10 (developers, analysts, support engineers), conducting daily stand-ups to address blockers, prioritize issues, and align delivery across global time zones.
  • Collaborate closely with Bayer regional business stakeholders, IQVIA, and IT functions to define roadmap priorities, clarify business requirements, and oversee sprint execution for OCE Personal and MDM workstreams.
  • Coordinate monthly Agile sprints as Sprint Lead, managing backlog refinement, sprint planning, retrospectives, UAT cycles, and release sign-off, ensuring business and technical alignment.
  • Drive incident and change management using ServiceNow and Azure DevOps, ensuring timely resolution, traceability, and adherence to compliance and audit requirements.
  • Deliver ongoing enhancements and optimizations to OCE Personal features (e.g., call planning, consent capture, activity tracking, data syncs) based on user feedback, KPIs, and business needs.
  • Ensure data quality and governance by managing Reltio MDM master data integration with downstream systems (CRM, marketing, analytics), aligning with global standards and local regulations.
  • Support OCE Digital campaign workflows and consent processes, coordinating between regional marketing and global compliance teams.
  • Produce training, onboarding documentation, and support materials for affiliate rollout, driving adoption and operational readiness.
  • Partner with Salesforce, IQVIA, and internal data engineering teams to resolve complex issues, streamline integrations, and maintain system stability across regions.

Senior BA/Project Manager/Service Manager

Roche
05.2020 - 12.2024
  • Partner and work with the network of Business Analysts, Integration Teams, IT Business Partners and business Product Owner / SMEs to reduce silos, cross barriers between products and geographies, increase sense of belonging and facilitate communication.
  • Analyze the underlying (local) ecosystems (per country) from an As-Is perspective to guarantee the understanding of the 'full picture' of the impact with/from EpiCX. In addition to that drive the shaping of the To-Be ecosystem including EpiCX and beyond.
  • Connect to related initiatives and programs impacting the ecosystem directly and indirectly Work to bring in improvement of tools, templates and approaches to drive better analysis.
  • Act as a liaison between the Program product and services, the R&D Service Leadership and all the Business Analysts.
  • Understand affiliate's as-is processes and how these can work with EpiCX ecosystem (define to-be stage).
  • Collect user requirements and translate into user stories in JIRA.
  • Create high level mapping documents between systems and defining business data transformation rules.
  • Assess if an affiliate local requirements (e.g. regulatory or legal requirement) can be covered by EpiCX core configuration, collaborate with product teams to address needs without compromising core consistency.
  • Provide business process mapping in alignment with core product configuration (incl. affiliates SMEs).
  • Involvement in UAT testing, Demo and Training for affiliates globally.
  • Conduct workshop to gather customer feedbacks, pain points and user experience.
  • EpiCx Employee Award for month of August and September 2022
  • Collaborated with cross-functional teams to identify and implement process improvements for EpiCx ecosystem
  • Played a key role as Business Analyst and Service Manager for deployment of 14 countries from APAC to EpiCx ecosystem
  • Played a key role as service manager for deployment of UK and CA countries to EpiCx ecosystem collaborated with stakeholders to define project scope and objectives
  • Contributed in decommissioning legacy CRM through the implementation of cost-saving measures
  • Contributed in ecosystem in develop and implemented a data quality control process, resulting in high reduction in data errors and improved accuracy of business reports
  • Played a key role as Project Manager for enabling cross border functionality for global users
  • Analyzed customer feedback and made recommendations for product enhancements, resulting in huge increase in customer satisfaction scores

Senior Business Analyst

Roche
11.2019 - 04.2020
  • Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows, process builder and other routine tasks.
  • Responsible for the enhancements of Salesforce platform.
  • Manage B2B and B2C process flow in Salesforce.
  • Ensure the technical solution supports the business case requirements.
  • Provide appropriate leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.
  • Prepare Documentation of business process flows.
  • Manage the project by stage as defined by the PMO process and standards.
  • Reviewing regional sales processes and identify bottlenecks and suggest process improvements to increase efficiencies in the sales Lead2Order process.
  • Manage all changes in scope of the project per the PMO process, escalating to the project steering board when requirement changes have an impact on agreed delivery time and budget.
  • Render operational support to the sales teams, in terms of data gathering, data upload/entry support and basic data analysis to assist in issue resolution.
  • Implement quality improvement guidelines/plans relating to project management processes.
  • Guarantee all work is compliant with internal and external audit requirements.
  • Deliver appropriate, transparent and effective executive level communication.
  • Hands-on experience using Salesforce solutions such as Sales Cloud, Service Cloud, Community Cloud, Chatter, Marketing Cloud.
  • Provide on-site support ensuring stability of existing products and successful implementation and adoption of technology solutions.
  • Provide occasional off-hours support for system issues (Outage).
  • Perform business analysis, develop user stories, document As-Is and To-Be processes/workflows, identify automation opportunities and requirements.
  • Create and present professional quality documents to share ideas and findings using tools such as Lucidchart, Word, Powerpoint and Excel.
  • Work with Developers to design test plans, including definition of test cases and the creation of detailed solution test scripts. Work with other teams and vendors to explore methods for automation of testing.
  • Orchestrate & manage execution of SIT and UAT related to supported CRM systems and their changes.
  • Provide support for User, Profile, Permission Sets and Roles creation.
  • Manage Salesforce Configuration Process such as Workflow, Process Builder and Approval Process.

Salesforce BA/System Analyst

PropertyGuru
11.2016 - 10.2019
  • Serve as primary system administrator for the Salesforce platform environment with global users.
  • Maintain the system with workflow and validation rules.
  • Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks.
  • Complete regular internal system audits and prepare for upgrades.
  • Manage Salesforce.com data feeds and other integrations.
  • Coordinate the evaluation, scope and completion of new development requests.
  • Work with our institutional management team to establish suitable processes to support administrative, development, and change management activities.
  • Assist in training of new users, and grow the Salesforce.com skill set across the organization.
  • Effectively act as the liaison between our users, vendors and the application development teams.
  • Works independently with different component owners for ensure each application's maintenance and development.
  • Support global service delivery model by ensuring Salesforce ways of working are compliant to the global standard and fit for purpose.
  • Performs UAT and SAT testing prior to the implementation of new releases, reporting system issues as necessary.
  • Knowledge in ServiceNow ticketing tool to manage change request, incident and service request.
  • Well versed in G Suite and Microsoft.
  • Liaises with management, Information Systems and other departments to provide feedback and escalate systems issues.
  • Conducts Post Deployment Testing (PDT) and identifies concerns with system deployments.
  • Collaborates with Customer Advocacy & MIS Teams to ensure alignment of goals. Maintain system configuration for data integrity.
  • Design, implement and own system manuals, SOP's, process and training documents.
  • Developed detailed technical documentation to facilitate knowledge sharing among team members and aid in future troubleshooting efforts.
  • Conducted comprehensive system analyses to identify areas for improvement and optimization.

Education

Bachelor - Mechanical Engineering

UNIVERSITI TEKNIKAL MALAYSIA MELAKA
Melaka
01.2014 - 12.2014

Skills

SALESFORCE SALES CLOUD

Certification

PRINCE2, AXELOS

Interests

Swimming
Football
Jogging

Accomplishments

  • EpiCx Employee Award for month of August and September 2022
  • Collaborated with cross-functional teams to identify and implement process improvements for EpiCx ecosystem
  • Played a key role as Business Analyst and Service Manager for deployment of 14 countries from APAC to EpiCx ecosystem
  • Played a key role as Service Manager for deployment of UK and CA countries to EpiCx ecosystem; collaborated with stakeholders to define project scope and objectives
  • Contributed in decommissioning legacy CRM through the implementation of cost-saving measures
  • Contributed in ecosystem in developing and implementing a data quality control process, resulting in high reduction in data errors and improved accuracy of business reports
  • Played a key role as Project Manager for enabling cross-border functionality for global users
  • Analyzed customer feedback and made recommendations for product enhancements, resulting in huge increase in customer satisfaction scores

Languages

Mandarin
English
Telugu
Tamil
Malay

Work Preference

Work Type

Full TimeContract Work

Work Location

On-SiteRemoteHybrid

Timeline

OCE P ( Salesforce Sales Cloud ) Product Manager

Craftware Sp. Z O.o. ( Contracted to Bayer )
01.2025 - Current

Senior BA/Project Manager/Service Manager

Roche
05.2020 - 12.2024

Senior Business Analyst

Roche
11.2019 - 04.2020

Salesforce BA/System Analyst

PropertyGuru
11.2016 - 10.2019

Bachelor - Mechanical Engineering

UNIVERSITI TEKNIKAL MALAYSIA MELAKA
01.2014 - 12.2014

REFERENCES

LOONG LOH
Roche
T: +60123259859
E: loong.loh@roche.com


DZUL ABIDIN
Roche
T: +60182948018
E: dzul.abidin@roche.com

Personal Information

  • Date of Birth: 11/30/89
  • Nationality: Malaysian
  • Marital Status: Married
  • Visa Status: Malaysian and Poland Work Permit

REFERENCES

LOONG LOH
Roche
T: +60123259859
E: loong.loh@roche.com


DZUL ABIDIN
Roche
T: +60182948018
E: dzul.abidin@roche.com

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