SUMMARY:

• Six plus years of professional experience as Business Analyst and Customer Service Team Lead.
• Expertise in Business Requirement gathering, Process Analysis, System Analysis, Functional design and documentation (FDD), Design, Implementation & Maintenance and Customer Service Industry .
• Hands on experience in performing Gap analysis, Process Analysis and documenting Use Cases using tools like MS Office ( Word, Excel, PowerPoint), & MS Visio (for designing Data flow diagrams)
• Excellent skills in Business Analysis, Data Analysis, Requirement Analysis, Business Modeling and Use Case Development using UML methodology .
• Conducted Joint Application Development (JAD) sessions and interviewed Subject Matter Experts (SMEs), asking detailed functionality aspects of business process and carefully updated the information into the requirements in an easily understandable format
• Experience in developing business and functional Requirements, including requirements traceability, categorization, and prioritization.
• Design Solution Proposal (Assist UE teams in mock - ups, prepare conceptual design doc, business process flow diagrams and impact analysis, provide inputs to Engineering team)
• Acute understanding of the Software Development Life Cycle (SDLC) and their variants; employed best practices in project management and business requirements gathering techniques.
• Expertise in creating Test Plans and Test Cases based on requirements. Developed, executed and maintained Test Scripts and Requirement Traceability Matrix (RTM).
• Involved in the Preparation of the Test Data for the QA team
• Managed project as per PMI guidelines, also used standard templates for project monitoring and execution
• Experience in facilitating meetings with different cross functional tracks distributed globally to work on an end to end business solution
• Excellent in oral and written communication skills and expertise in understanding of client business needs and translating them to data, functional, quality and usability requirements
• Can exhibit flexibility and demonstrate successful team participation
• Exceptional interpersonal personality and a results-oriented attitude with ability to learn new technologies
• Extensive experience of working in Agile and Scrum environment with cross-functional teams located globally
• Strong experience of working on Agile projects and familiar with agile tools (JIRA) and processes
• Skilled in facilitating JAD sessions with global business stakeholders, end users, Development architects and QA leads to review business & functional requirements, System design prototypes & wireframes
• Query and report key metrics and actionable insights utilizing Tableau 9.1, Excel, SQL skills and other business intelligence software to leadership team.
• Assisted the end users, Site Owners and leadership to understand, collect and document business requirements to design, build and deploy Office 365, Nintex, and SharePoint solutions

TECHNICAL SKILLS:

Languages: SQL, HTML, CSS

Reporting Tools: Tableau, Power BI, Google Analytics

Testing tools: HP Quality Center

Methodologies: Rapid Application Development (RAD), Waterfall model, Agile, Scrum

Database:: Access, SQL Server

Document Management: Microsoft SharePoint 2007, 2010 & 2013

Project Management: Microsoft Project

Operating Systems: Windows 00/NT/XP/7/8

Other Tools: MS Office Suite, Office 365, JIRA, MS Project, Trello, Visio, Team Foundation Server, Amazon Web Services

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst

Responsibilities:

• Interact with clients in Requirement gathering, Analysis, Design and Development
• Done seamless Migration from SharePoint 2010 to SharePoint online
• Facilitated Business requirements gathering and authored Business requirement documents describing the essential business processes.
• Defined scope identified As-Is process and developed the To-Be business process
• Provided daily and weekly status report to project manager & resource pool manager on the progress and status using QC.
• Participated in daily standup meetings and prioritizing and managing project deliveries in regular monthly sprints.
• Coordinated with cross functional Project Managers for the system integration.
• Risk identification and its mitigation through workaround process.
• Conducted daily/weekly BA review meetings.
• Identified the functional and nonfunctional requirements and prioritized them
• Prepared Test approach documents, defined and performed the Test strategies and reviewed Test Scripts
• Captured the AS IS Screens and Developed TO BE Screen Mock ups
• Created effective use cases and integrated high-level use case scenarios
• Responsible for change management and creation of training material and imparting training to end-users
• Captured process steps across different teams to identify the different behaviors and merged them to obtain the best possible solutions.

Environment: SharePoint, JIRA, Oracle, SAP, MS-Office, MS- Visio, MS-Outlook, SQL, HPALM, Office 365

Confidential

Business Analyst

Responsibilities:

• Elicitation of project related functional business requirements, system design requirements identification and perform necessary analysis on vendor & internal designs.
• Translated business cases and requirements into functional requirements from identified stakeholders in program areas
• Role model all aspects of the Software Development Life Cycle (SDLC) by developing and enhancing Business Analyst Standard Operating Procedures (SOP).
• Develop supporting documentation outlining issues, improvement opportunities, system design, recommendations, solutions, proposals, and business use cases.
• Coordinate systems analysis process in order to identify areas needing improvement and to develop a plan of action. Utilize technology to streamline business functions and processes.
• Collaborated with information systems division to integrate business needs with technology.
• Created and implement communications plan and outreach strategy for communicating governance changes, business efficiencies, and other SharePoint features
• Identified and Created AS-IS & TO-Be Business Process flows using MS Visio
• Analyzed and documented client and customer business processes and workflows .
• Served effectively as main point of contact for development team for clarifications of requirements.
• Proposed SharePoint-based solutions to improve existing business challenges
• Leveraged Agile development process to design SharePoint resources
• Coordinated the resolution of data integrity gaps by working with the business owners and IT.
• Developed control structures within a simple environment to ensure the accuracy and quality of data through all upstream and downstream data channels.
• Managed and maintained external and internal access to the portal.
• Assisted in investigating and implementing process improvements to the report delivery process. Assessed risk, documented processes, tested controls, and provided support for remediation efforts. Authored and documented processes and procedures.
• Prepared Visio and SharePoint workflows for projects, meetings and client use
• Supported pre and post development, testing, and implementation of software products
• Implemented company's business standards in SharePoint
• Worked with the BIS Communications Lead, defining the overall communication approach and associated material to ensure that there is a smooth user experience for the migration from Exchange to Office 365
• Developed interactive Tableau dashboards by utilizing Tableau features such as parameters, sets, calculated fields and table calculations, user filters, action filters and applying advanced technical charts.
• Worked with users to define requirements for Tableau reports and support the implementation and customization of Tableau reports.
• Strong hands-on experience in JIRA for creating/updating projects, user stories and tracking progress and all relevant work
• Served as sole SharePoint SME and gathered user requirements, then developed and supported solutions on the SharePoint platform to meet business needs.
• Planned implemented, and supported small and medium scale SharePoint 2007, 2010, 2013 and office 365 deployments
• Working knowledge/experience with hybrid environments and O365

Environment: SharePoint, JIRA, Oracle, SAP, MS-Office, MS- Visio, MS-Outlook, SQL, HPALM, Tableau, Office 365

Confidential, New York

Business Analyst

Responsibilities:

• Drive extensive meetings with different cross functional tracks distributed globally to work on an end to end business solution
• Perform deep dive working sessions to clarify and narrow down high-level business scenarios into accurate business requirements.
• Identified and Created AS-IS & TO-Be Business Process flows using MS Visio
• Captured process steps across different teams to identify the different behaviors and merged them to obtain the best possible solutions.
• Worked closely with Project stakeholders and End users to capture requirements and create/ update Business Requirement documents (BRDs).
• Defined Functional and non-Functional requirements to come up with the Functional requirement documents (FRDs)
• Coordinated User Acceptance testing (UAT), Business Acceptance testing (BAT), managing system level testing during pre-go live and go live period of major releases.
• Responsible for change management and creation of training material and imparting training to end-users
• Utilized Quality Center for tracking defects and outlining needs during project SDLC process.
• Validated, analyzed impact of the various processes and workflows in a highly customized environment in JIRA
• Worked in escalation and exception handling processes, supporting post go-live business support and maintenance.
• Participate and/or Initiate in fact finding discussions, gap analysis and documents.
• Participate in all major toll gates: Business Commit, Concept Commit, Executive Commit, Dry run, Go-Live, and Launch.
• Created the Reporting templates, capturing reporting requirements and enhancements to the existing reports
• Worked on implementation and migration projects of SharePoint 2007, 2010 and 2013
• Coordinated with business leaders to prioritize and schedule development projects
• Helped the team in creating and ongoing maintenance of SharePoint/Office 365 policies and procedures
• Work with the change management team to ensure product documentation, including user guides, implementation guides and product information, are maintained and up to date
• Full tenant management on Office 365
• Worked on supporting SharePoint Online solutions, including migrations

Environment: SharePoint, Office 365, MS-Office, MS- Visio, MS-Outlook, SQL, Oracle, Quality Center & Tableau, JIRA

Confidential

Operations/Customer Service Lead

Responsibilities:

• Managed team of 50+ Amazon associates providing frontline customer support to identify, research, and resolve customer issues.
• Designed and implemented metric decks to drive performance improvement with our partner carriers.
• Performed root cause analysis on defects and used the data to drive continuous improvement
• Represented Hyderabad Site in the International Collaboration Calls and Participated in Kaizen projects aimed at improving the current processes to help the Associates in providing a better customer experience.
• Primary contact to resolve escalated problems reported to the Help Desk
• Had been a focal point for exception handling and esca lation, and work with various stakeholders to arrive at the best possible conclusion on issues
• Worked with operations to ensure predictable, accurate, and consistent services being provided to the customers by simplifying complex business processes.
• Supported the organization in maintaining a work environment focused on quality and that fosters learning, respect, open communication, collaboration, integration, and team work.
• Responsible for Team Management and performance management of the team.
• Demonstrated customer demands satisfaction flexibility in a high-volume production environment.

Environment: MS-Office, MS- Visio, MS-Outlook