SUMMARY:

• I am looking for challenging role as a Business Analyst, wherein I can effectively utilise my techno - commercial expertise & professional experience for achieving committed organisational goals.
• 8 years of experience as Business Analyst with experience in System Design, Data Modeling, Process Re-engineering, Process Standardization, Business Operation Transition & Business Transformation.
• Excellent technical writing skills to create Business Requirements Document (BRD), Functional Specifications Document (FSD), Nonfunctional Requirements Document and Use Cases Specifications
• Worked as onsite lead, managing all aspects of client interaction & coordination with off-shore teams.
• Strong Requirement Traceability Matrix mapping
• Widespread experience in consulting role within areas related to OSS/BSS covering Fulfillment, Assurance and Billing processes for Telco’s
• Effective Customer Relationship management and exceptional Problem solving and sound decision making capabilities, recognized by alternative solutions coupled with excellent communication and interpersonal skills
• Have experience with the defect tracking tool “Quality Center”
• Excellent conceptual and working knowledge of System Development Life Cycle, RUP
• Worked on Agile Methodology driven projects.
• Strong database integration experience. Worked on analyzing data needs, identifying relational databases and coordinating the modeling
• Well versed in Requirements/Change Management, Impact Analysis and Gap Analysis
• Interviewed SMEs and Stakeholders to get a better understanding of client business processes and gather business requirements
• Strong Analytical and Problem Solving skills, Multi-Tasking abilities, with proven experience in utilizing people and process knowledge to assist enterprises in making critical decision.
• Fluent in a broad range of technologies, including business process tools such as MS Project, Excel, Access, Visio

TECHNICAL SKILLS:

Platforms: Windows NT/2000

Defect Tracking: HP QC

Methodologies: Agile, RUP, SDLC, Waterfall, Scrum, Six Sigma, CMMI, ITIL

Management Tools: MS Project, MS Excel, Outlook, PowerPoint and Word

Process Design Tools: MS Visio, ARIS

Other Skills: Requirements Gathering & Management, Application design, testing

PROFESSIONAL EXPERIENCE:

Confidential

Business Analyst

Responsibilities:

• Understand the current process, gather requirement and pain areas
• Analyze the process to suggest improvements, process changes and removal of redundant activities
• Prepare Business Requirement Documents (BRD)
• Responsible for translating BRD into Functional Specification Document (FSD) and test plans
• Closely work with functional owners and developers for arriving at a mutually acceptable solution
• Develop and maintain all operational and technical flows using Visio and power point
• Created Test Cases for User Acceptance Testing (UAT)
• Performed the SIT and UAT
• Conducted Usability testing based on UI prototype mockups and business flows
• Create the Cost Benefit Analysis document to highlight the savings
• Analyzed an Off the shelf product to configure and use the same to get benefited from the product’s in-built capacity

Confidential

Associate Business Analyst

Responsibilities:

• Serving as the liaison between the business and the technology teams
• Understanding different Contracts across regions and identify the variations in the process
• Interaction with key stakeholders to understand their pain areas
• Analysing the existing systems to make them ITIL Compliant
• Developing Business Cases, Demand Stories and identifying business benefit
• Defining To-Be process in Visio to showcase the solution
• Recommending business process changes from Product perspective and improvements to enhance functionality and efficiency
• Driving the implementation of the customer requirements

Confidential

Responsibilities:

• Executing floor walks & conducting interviews to understand & evaluate existing processes for potential automation areas
• Communication with subject matter experts to identify their needs/issues and opportunities for enhancing business functionality and efficiency
• Developing User Stories. Preparation of To-Be process
• Analyzing issues and building up solution.

Process Re-engineering and Quick Automation

Confidential

Responsibilities:

• Identifying the fall outs in the current BTGS process as Quick Wins
• Analyzing the Quick Wins to identify the FTE reduction, Cost saving and overall CT/RFT improvement
• Driving the implementation work by liaising with different components in explaining them the issues and solution
• Understanding the intricacies of the work package and getting the cost of implementation from the components
• Liaising with BT for getting the sign off on the work packages.

Billing Process Transition

Confidential

Responsibilities:

• Interaction with business users from BT for understanding the process relating to billing
• Conducting workshops and requirements gathering sessions with different user groups.
• Creating As-Is business process
• Capturing pain areas and the resolution. Advice the quick fixes
• Deriving CT/RFT parameters from Customer Experience perspective
• Reviewing training material prepared for the BPO team
• Defining quality parameters for the BPO team
• Monitoring the transition to ensure that the BAU process is not hampered
• Interaction with the Solution designers and system designers as part of Business Transformation.

Confidential

Responsibilities:

• Designing the process for BT Retail and Wholesale for provisioning of assortment products such as PSTN lines, ISDN2e, ISDN30 & Featureline.
• Define procedure to be followed by operation Users
• Undertake proactive process analysis, identify process gaps and suggest process improvements focusing on Customer Experience/CT/RFT
• Provide process support for in-life work and various product launches / releases.
• Worked on agile methodology.
• Provided extensive In-Life Consulting support at client end (10 months - Milton Keynes - UK) after implementation of Project & thus provided prompt solutions to live issues.
• Visited call centers to directly interact with the agents who use the process and understand their requirements and work on improvements.

Technical Support Associate

Confidential

Responsibilities:

• Troubleshooting of routers (wired/wireless), switches, network adapters (wired/wireless), range expanders, access point, and VOIP devices.
• Setting up VPN network and troubleshooting of the same.
• Setting up Security enabled Wireless networks.
• Troubleshooting the routers by remotely logging at the customer end.
• Configuring routers in accordance with the Internet Service Providers of USA & CANADA.
• Building a very strong customer rapport with good communication skills.
• Available for all technical as well as supervisory escalations of the team members and also across the floor
• Identify the improvement areas of techs and provide feedback.