Business System Analyst Resume

SUMMARY:

CBAP®, ITIL® v3, PMP® certified with 9+ yrs of experience Business Analyst roles in IT/Media & Entertainment Industry

AREAS OF EXPERTISE:

Domain Knowledge of FAB (Fulfilment, Assurance, Billing)
Conducting Requirement Elicitation Sessions: JAD, Workshops and BRD.
Requirement Management Tools using JIRA, Rally, OSRMT.
Techniques: Interviews, Brainstorming, Focus Groups, Use Cases, Activity Diagrams, Sequence Diagrams, Class Diagrams etc.
Stakeholder Management
Strategy Development: SWOT.
Software Methodology: SCRUM/AGILE (creating user stories in JIRA based tool, maintain backlog, prioritize stories, participate in Grooming sessions, Scrum Meetings, Estimations etc), Waterfall.
Process Modelling using MS VISIO, ARIS.
Wireframing & Prototyping tools - Balsamiq.
User Acceptance Testing.

PROFESSIONAL EXPERIENCE:

Confidential

Business System Analyst

Roles& Responsibilities:

Application Lead for a set of SFDC Applications in Sales and Service Cloud, few Java based applications.
Leading a team of 9 Onsite & 20 Offshore resources and coordinating them to deliver a rich experience to the client.
Working as Business System Analyst/SME for the Agent Call Centre Sales Application. A java based application integrated with Jacada product (Scripting, CTI, Frame), CORAL (CTI) and SFDC (Reporting) to enable an effective sales experience for DIRECTV Video, third party products & AT&T Products- Mobility, Uverse etc.
Acts as a liaison between IT (others integrated applications, Architects, test teams, developers) and Business Community to understand business requirements for system updates and translate requests into functional design specifications.
Conduct Requirements Elicitation/Gathering sessions (JAD) using techniques as Workshops, Brainstorming, Focus Groups, Interviews, Observation.
Create documents like BRD, FSD using use cases, wireframes, process flows in MS Visio.
Prepare gap analyses, citing differences in customer requirements and product functionality to enhance Agent and Customer Experience.
Collaborate with technical teams to provide input on technical solutions and support end to end solution delivery
Build effective relationships within the organization with other IT teams, PM, Business/Product Owners, Architects, Test Teams.
Provide LOE (efforts & estimates) for the development work.
Participate in UAT, Conduct user training sessions/demos to support knowledge transfer and user adoption of new functional changes.
Participate on site visits to Call Centres, required for the support plan after launches.

Confidential

Business Analyst

Roles&Respnsibilities:

Conduct Requirements gathering session using techniques prototypes, formal and informal interviews, facilitated workshops, observation of business process and end-user activities, questionnaires, review of technical documentation, and benchmarking of processes and systems.
Liaison between stakeholders: Product Line (Business Owners), Process Architect, Design Architect, Test Teams.
Responsible for designing the Billing Agent Journeys including View Bills, Take Payment, Add Direct Debit, Delegation of Authority, Handling Offline and Online Queries, Copy Bill.
Create the Business Requirements Document (BRD) to understand the scope of business requirements, RAID, propose To-Be functionality/process on an existing As-Is functionality/process.
Create User Stories, write acceptance criteria in the JIRA based tool.
Own, maintain, prioritize application issues and feature backlog.
Coordinate projects from inception through release and ensure project deliverables are executed to requirements and met on time.
Lead design discussions and help solution and component designers explaining the business requirements, business/migration benefit, and rationale behind them and getting them delivered within timelines.

Business Process Consultant

Confidential

Roles&Responsibilities:

Tools used ARIS/Oracle BPA, UML, HP QC, Axure for products PSTN, Broadband including Fiber products, VAS Products.
Identifying problem areas and gaps in existing solutions (As-Is/Legacy) and processes and preparing gap analysis report with suggestive corrective measures.
Create models the processes in Oracle BPA (ARIS); ensuring the requirements map to business needs and are well understood by the E2E Design team (technical), Components Designers and Test Teams and the Solution (Process Flows, Dummy Screens/flows) is approved by the relevant stakeholders.
Working with the key stakeholders, to understand the complexity and the need for such requirements to support critical requirements, migration related requirements.
Provides support from when we get the requirements from product line till the requirements got developed and deployed in Live, managing all different customer stakeholders (E2E Solution Designers, Business Project Leader, PODD, Test Teams, and Component Designers).
Supporting the Test Teams, In Life teams to resolve the issues, in case defects/gaps/issues arise later. Use HP QC for manage defect.

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