SUMMARY:

• Highly qualified professional with extensive expertise in baseline business analysis and performance, metrics, organizational structure, resources, core work activities and existing documentation. Identifying, validating and implementing changes to incrementally improve process efficiency and effectiveness.
• Successfully translate stakeholder requirements into various documentation deliverables such as functional specifications and processes, data flow and data model diagrams.
• Serve as SME presenting information and implementing solutions based upon feedback and analysis.
• Liaison between the customer community and the software development teams to achieve successful project functionality.
• Collaborate and provide critical thought and best practice discipline in the planning, design and deployment processes.

EXPERTISE:

• System Analysis
• Problem Resolution
• Cross Functional Collaboration
• Operations Management
• Trainer & Mentor
• Partnership Building
• Regulatory Compliance
• Risk Assessment
• Strategic Planning
• SDLC

PROFESSIONAL EXPERIENCE:

Confidential

Expert Business Systems Analyst / Scrum Master

Responsibilities:

• Currently contributing to the Paid Family Medical Leave program on an 11 - member cross-functional scrum team by ensuring business requirements are identified, defined, and documented to support development and testing.
• Resolves problems requiring analysis and the discernment of the most suitable solution(s)/processes(s) available based on organization and team maturity.
• Manages and monitors the lifecycle of work items in the project backlog, specifically tasks, user stories, features, test cases and bugs via Azure DevOps.
• Serves as Scrum Master and participates in this capacity during all phases of the development cycle and performs said duties during Scrum ceremonies.

Confidential

Senior Systems Analyst

Responsibilities:

• Played a key role in Incident, Problem Resolution/Change Control critical processes, managing backlog via Jira and ServiceNow using Agile methodologies and ITIL standards; restructured various priorities for business and IT engineering teams.
• Reduced Incident and Problem tickets by 50% within 6 weeks of ownership.
• Assumed the lead role, establishing strong cross team collaboration between business groups and IT engineering.
• Gained valuable expertise, advocating for effective problem resolution while negotiating Service Level Agreements.

Confidential

Analyst

Responsibilities:

• Responsible for incident, problem, and change management duties for enterprise reporting tools via BMC Remedy; resolved complex issues requiring strong research skills.
• Created operational sessions, closely working with executive management across multiple teams.
• Created user stories and conducted user acceptance testing ensuring that fixes/enhancements to systems and applications met the stakeholders’ business requirements.
• Gained valuable leadership experience with a unique ability to enlist collaboration.
• Educated, trained and mentored entry and junior level colleagues, becoming a “go-to” resource for complex issues; developed successful strategies motivating employees on how to earn job promotions.
• Evaluated teams’ strengths and weaknesses, conducting the SWOT analysis; provided detailed reports on how to improve sessions and situational opportunities.
• Used Teradata SQL Assistant to better understand and interpret datasets.

Confidential

Business Analyst

Responsibilities:

• Principally accountable for entry and maintenance of foundational data via Informatica Master Data Management Software.
• Assumed Subject Matter Expert role for major data modifications, affecting various enterprise systems.
• Led large projects with comprehensive enterprise impacts, creating plans to meet demanding deadlines; built project teams and set critical expectations.
• Successfully implemented processes that required senior level management approval and assignment systematization.
• Supported Supply Chain Data processes via Oracle Retek Merchandising System; proposed various solutions to reduce overall expenditures; controlled multiple service ticketing process using existing knowledge base.
• Owned Informatica MDM user access levels in accordance with Sabarnes-Oxley compliance with final review by Confidential Internal Audit team for accuracy.
• Used Oracle SQL Developer to better understand and interpret datasets.

Confidential

Digital Content Manager

Responsibilities:

• Published and marketed various digital content to Confidential .com ensuring that all digital imagery and product copy properly aligned with seasonal offerings, national marketing strategies and email campaigns; All Menswear and Accessories was primary category responsibility, but also have experience with specialty categories including Men’s & Women’s Designer apparel and footwear, Kidswear & Kids Shoes, Handbags and Beauty.
• Partnered with multiple e-commerce teams, including close collaboration with the buying offices to decide the optimal levels of product exposure ranking in product categories to increase traffic and sales figures.
• Additionally responsible for identifying website bugs and escalating to appropriate channels to keep shopping experience satisfaction standards high and customer impact at a minimum.
• Confidential All-Star Winner for Q3 2011

Customer Service Representative

Confidential

Responsibilities:

• Offered customer and online retail support for the Confidential in-home catalog and Confidential .com merchandise through one-on-one interactions with the customers.
• Provided vital information in response to inquiries about products and services; successfully resolved complaints in a high-volume call center environment while accurately inputting exchanged data into company databases.