SUMMARY:

• A strong Business Analyst with more than 5 years of experience in the public service industry analytical field
• Quick learner with experience in all phases of the Software Development Lifecycle with a core focus on requirement gathering and testing
• Long - term experience in the public sector
• Knowledge related to systems integration and policy and how to tailor solutions to meet federal standards
• Experienced in gathering requirements
• Experienced in testing phases of the SDLC
• Experienced in deployment phases of the SDLC
• Experienced in MAGI, QHP, SNAP, TANF
• HIPPAA Compliance
• Experienced with UAT Testing
• Experienced with Smoke Testing
• Experienced with JIRA
• Strong Client/Business Relations
• Experienced with MS Visio
• Experienced with SQL - Oracle Developer
• Experienced with CPBS Financial Management System
• Experienced with Testing Scripts and Scenarios Documentation
• Experienced with Use Cases
• Experienced with MMIS- Managed Medicaid Information System
• Experienced with Customer Relationship Management

SOFTWARE (CRM):

• Experienced with SharePoint
• Fluent in Spanish
• Experienced with Test Plan Documentation
• Experienced with SOAP UI testing
• Experienced with WSDL Files
• Experienced with HP ALM
• Experienced with Siebel
• Experienced with Remote Desktop
• Experienced with Identity Management (IDM)
• Experienced with ServiceNow
• Experienced with MDM

PROFESSIONAL EXPERIENCE:

Confidential

Senior Business Analyst

Responsibilities:

• Perform UAT Testing prior to major enhancement releases
• Perform Smoke testing post system enhancements in lower environments
• Create test cases and scenarios
• Create flowcharts using Microsoft Visio
• Track all enhancements, system modifications, and data fixes in HP ALM
• Export reports for data presentation from HP ALM
• Run queries of the data base using Oracle SQL
• Maintain and update documentation within SharePoint
• Communicate data fixes to Tier 1 via ServiceNow
• Facilitate the CMS (Center for Medicaid and Medicare Services)VLP upgrades
• Work collaboratively with DHS staff, and developers (Speridian)
• Create FDD’s (Functional Design Documents)
• Create IDD’s (Informational Design Documents)
• Conduct gap analysis
• Provide minutes for facilitated meetings
• Adhere to federal policy and guidelines
• Adhere to HIPPA compliance regulations
• Use HP ALM to track business and client interactions
• Provision users with access to Siebel environment
• Assist with the enhancement of MDM project

Confidential

Senior Business Analyst

Responsibilities:

• Determine operational objectives by studying business functions
• Construct workflow charts and diagrams
• Improve systems by studying current practices and designing modifications
• Identify problems and writing improved procedures
• Define project requirements by identifying project milestones, phases and elements
• Ensure projects remain within budget
• Monitor project progress by tracking activity; resolving problems; publishing progress reports; recommending actions
• Maintain user confidence and protect operations by keeping information confidential
• Prepare technical reports by collecting, analyzing and summarizing information and trends
• Contribute to team effort by accomplishing related results as needed
• Monitor and prioritize enhancements and issues being addressed by developers via issue tracking site, Asana
• Conduct and coordinate product, operational and related research to support strategic and business planning within the various units and end users
• Coordinate demo sessions prior to release of major enhancements
• Communicate with courts to ensure information transfers properly
• Add and modify statute codes
• Grant or revoke access to certain information depending on the nature of the case
• Remove case files uploaded in error
• Played a major role in the implementation and design of CMS Lite system for attorneys to access case information electronically while in court using surface pros
• Perform testing in staging environments and approve or reject fixes
• Perform daily, weekly and monthly reviews and analyses of current processes
• Keep CMS Business Manual up to date
• Suggest changes to senior management using analytics to support recommendations.
• Actively participate in the implementation of approved changes
• Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement
• Work with the chief of the civil unit to monitor state incoming and outgoing state funds handled by our office

Confidential

Business Systems Analyst

Responsibilities:

• Investigate and resolve time-sensitive customer issues that require collaborative evaluation and resolution across business segments.
• Analyze customer issues to determine root causes (RCA)
• Policy expert regarding federal guidelines and eligibility for various programs such as MAGI, QHP, SNAP, TANF
• Thorough understanding of federal poverty level guidelines
• Validate coverage between HIX solution and MMIS to ensure eligibility
• Took part in UAT Testing prior to major code releases
• Performed Smoke testing post system code changes
• Created and maintained Test Plans using templates provided
• Took part in decision making meetings post UAT testing to determine Go-No Go for deployment
• Facilitated meeting with State Client to conduct Problem Management/Solutioning meetings with vendor (Deloitte)
• Documented all defects found during testing in JIRA and ensured defects were picked accordingly for data and/or code fixes
• Escalated critical defects for hot-fix
• Used CPBS to manage customer invoices
• Involved in Web Services Testing using SOAP UI
• Installed, configured SOAP UI to test web services using WSDL file provided by Development team
• Took part in requirement gathering sessions to provide System Improvement Requirements of current state to vendors for future state
• Conducted gap analysis to identify enhancements needed for HIX solution
• Executed SQL queries and wrote basic queries to search within a database
• Develop new processes, documenting changes and new steps as they are developed in business manual
• Worked on special projects that impact the larger populations of HSRI clients
• Work collaboratively with HSRI team members and vendors to continuously create and improve business processes to better serve the customer and reduce the number of escalations and complaints received
• Research complex cases and specific issues.
• Act as the HSRI Policy SME - subject matter expert
• Provide feedback to Contact Center staff and/or customers to close the loop on escalated issues
• As the MCI SME, I reviewed and resolved any MCI related issues
• Translated notices sent to Spanish speaking customers
• Reviewed and approved Spanish autodial scripts and voice messages sent to customers
• Translated all HSRI advertisements and subtitles for TV advertisements to Spanish

Environment: s used: Oracle SQL Developer, JIRA, SOAP UI,

Confidential

Systems Analyst

Responsibilities:

• Provide follow-up assistance to customers in both English and Spanish
• Gathered and documented system requirements and created BRD’s
• Created visual diagrams using MS Visio for documents
• Respond efficiently and accurately, explaining possible solutions, and ensuring that clients feel supported and valued
• Helped facilitate meetings between client and vendors
• Built lasting relationships with clients and other team members based on trust and reliability
• Took part in the implementation of the new document scan system
• Make recommendations for products or services that may better suit client needs
• Take part in and other learning opportunities to expand knowledge of company and position
• Train AHS teams on special projects and process changes
• Identify and track trending system issues track using Jira
• Verify coverage statuses via carrier extracts in excel spreadsheets using share-point
• Create and update procedures in the HSRI policy manual.
• Review and resolve carrier escalations, inquiries, and complaints.
• Process emergency add requests
• Review and process refund requests and forward to finance company
• Responsible for clearing every MCI from customers who applied online on their own.
• Ensuring that eligibility being given matches information received by the federal hub
• Communicating discrepancies with federal hub contacts

Confidential

Policy Analyst

Responsibilities:

• Medicaid policy SME
• Provided accurate and appropriate information in response to customer inquiries.
• Demonstrated mastery of customer service call script within specified time­frames.
• Used a CRM tool to keep track of customers and activities
• Developed effective relationships with all call center departments through clear communication
• Built customer loyalty by placing follow-up calls for customers who reported coverage issues.
• Assisted with enrolling customers into health insurance that best fits their health care needs.
• Helped customers better understand their health insurance by explaining deductibles, co pays, co-insurance, out of pocket maximum (O.O.P) etc.
• Assisted with handling refund approvals.
• Process EFT payments
• Process check and money order payments using Webster Bank system.
• Scan and upload documents received in person and via fax