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Senior Business Analyst Resume

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

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