SUMMARY

• 10 years progressive Business analyst / product owner professional with strong verbal and written communication skills with solid analytical skills using Agile (scrum) technique in SDLC.
• 10 year's experience creating user story analysis, dashboard/graph reports & extracting requirements.
• 10 year's experience using Jira, Excel, service now, Tableau, Splunk, SharePoint, confluence, salesforce, SQL, SAP, testing, migration, Visio, AWS, troubleshooting Tickets, Azure, and windows OS, active directory and Office 365.
• 5 year’s experience in support & migration of data on AWS & Azure platforms (IAAS, SAAS & PAAS).
• 10 year's experience working & collaborating within various production groups from Level 1 - 3.
• Business Technical analytical experience from medium to enterprise organizations serving as a key liaison between Business and IT teams (UX, Development, QA and Production Support).
• Leadership skill in leading transitions, meetings, improvement across key project.
• Practice and understanding of Agile & SAFe within an enterprise environment.
• Facilitating User Story grooming to ensure stories are appropriate and acceptance criteria is adequate.
• Gathering requirements, writing meeting minutes, tuning wireframe into prototype & sprint planning.
• Proficient with complicated data, attention to detail, great communications skills and analytical skill.
• Excellent ticketing management, leading troubleshooting of incidents/problems ticket in a timely manner using JIRA, Version One, ServiceNow & HPSM following ITIL framework.
• Creating dashboard, pivot table & graph reports using Excel & Splunk.
• Excellent planning skills and communicating product vision and goals to ensure team understanding.
• Have the ability to manage multiple projects simultaneously & fast learner of new applications & sys.
• Conduct analysis, create test cases (traceable to business requirements), execute tests - i.e., unit, system end-to-end integration, load, performance and UAT.
• Driving application improvements & also monitoring and alerting setup (Grafana and spectrum).
• Experience in E-commerce transactions, process workflow and troubleshooting issues.

PROFESSIONAL EXPERIENCE

Confidential

Snr Business System Analyst

Responsibilities:

• Serve as a resource on the ETO (Enterprise Technical Operations) team focused on supporting production environments for all applications here at Southwest Airlines (SWA).
• Subject matter expert & point of contact for production issues responsible for opening bridge with our vendors during production issues.
• Verify KBs and workarounds are accurate. Create & update KBs as necessary.
• Plan, setup and developed improved monitoring and alerting systems using Grafana & ServiceNow.
• Successfully transitioned multiple applications from various teams to ETO.
• Monitor expiring KBs in your respective areas and reach out to owners to extend or retire as necessary.
• Prioritize work for the technical team based on customer impact.
• Defined customer impact for each area in our space.
• Lead Transition efforts between Dev and ETO.
• Liaison between ETO and our customers - the face of support needs.
• Ensure Service Management processes are followed:
• This is not just for incidents, RITMs and CRs, but for *any* records in ServiceNow that you see are improperly filled out or submitted
• Problem Management & Identification:
• This includes cleaning up and grooming our PRB backlog that will become our SRE work
• Story generation for SRE (Dev team)
• Creation of the Jira stories that will be the SRE backlog
• Support SOX and PCI controls
• Incident Management:
• Actively monitoring respective queues and dashboard within ServiceNow to ensure tickets are assigned and worked according to our standard processes and procedures. Examples would be ensuring that tickets are not be spinning status, stale incidents are handled, incidents that should be cancelled are not resolved instead, etc.
• Point of communication and coordination for issues.
• Review of General operations meetings which include the overall health of the application.
• Review of development or general release management meetings to understand the changes in the application that will require changes to support.
• Review meetings with your product owners and/or directors to stay up to date on concerns across teams.
• Metric trend evaluation and report generation:
• This requires pulling reports in your area specific to trend analysis. Keeping track of incident generation, closure counts, trending issues, problem records, KB creation and usage, and the trends of these month over month, as well as an overall delta from when we started our new operating model.
• Identify trends in our incidents and collaborate with the technical team to identify root cause and schedule the fix.
• Work closely with product owners, project managers, business analysts and others within their respective areas of support to ensure that problem tickets are being prioritized by the dev teams. If problems are stale, then I provide risk analysis of what impacts the stale problem are causing - manual labor equivalent to hours worked (so we can tie cost to it), data capacity issues, etc.
• Make use of confluence, tableau, quick base, teams, service now, etc to carry out daily duty .

Confidential

Snr Technical Business Analyst

Responsibilities:

• Subject matter expert & point of contact for our applications & services.
• Constantly determined and translated the business requirement into solution by defining comprehensive stories for system and process enhancement changes.
• Partnering with the Product owner and key stakeholders to gather requirements, groom user stories and review sprints.
• Created and implemented the change records, incident/problem record for our credit card applications support.
• As a L3 with Statefarm I lead & managed L1/L2 workgroups, monitored the tickets and fixed the tickets only our L3 workgroup has access to fix using HPSM & ServiceNow.
• Provides architectural solutions & preliminary design using Visio, analysis, planning, implementation and operations of the application.
• Collaborate with senior management to translate business needs into scalable solutions.
• Perform testing on processes applications including test planning, test execution, management defect remediations and documentation of test results validate enhancements or bug/defect fixes prior to promoting changes to production.
• Backlogs grooming, create dashboards and assist with role access, audit, risk and security administration using archer, JIRA, FIS, VersionOne, Kanban board.
• Provide On call support and solution to vendors and business for our credit card applications.
• Developed user training documentation and end user / quick reference guides & created and updated knowledge base articles (KBA) to improve support team effectiveness.
• Analyze and grant access rights for audits, risk & compliance assessment & audit responses using archer.
• Take ownership of the product backlogs, demo & participate/organize in daily standups.
• Reviews and accepts or declines output of development to ensure specified acceptance criteria have been completed after testing.
• Troubleshoot & analysis of incidents using Splunk & violet support tool to drive solutions from logs.
• Proactively created weekly reports using Excel compiling production issue trends for support of future production support.
• Drive improvement of our monitoring & alerting systems for applications.

Confidential

Business System Analyst

Responsibilities:

• Serve as a subject matter resource in a particular business, application or infrastructure as necessary.
• Conducted business process analysis and requirements gathering sessions with developers/stakeholders.
• Developed user stories and functional requirement specifications for various web applications via JIRA.
• Manages, prioritizes, and assesses the impact of all work items, such as new features, defects, etc., including providing the decision to create, fix or defer at the project level.
• Performed regression test analysis, performance and UAT - and document results to validate enhancements or bug/defect fixes prior to promoting changes to production.
• Day - day support with the use of OFFICE 365, SKYPE, confluence,, AZURE (AD), Ms Server 2016, ACTIVE DIRECTORY, Microsoft teams and SERVICENOW to support Devops users and applications (Toad, star team, informatica) worldwide on the Confidential network.
• Analyze and grant access rights for audits, risk & compliance assessment & audit responses using archer.
• Manage and provided on time ticket support for users within the Confidential / Citrix platforms in accordance with SLA standards and processes set using serice now.
• Ensure that assigned IT service incidents are managed effectively and root cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
• Identify where knowledge can be shared with other IT Services staff to improve the effectiveness of IT Services and help develop the knowledge and skills of others in the IT Services team by documenting new resource (KI) in the knowledge base Microsoft SharePoint.
• Proactively manage Confidential IT infrastructure such as various applications created by my development team to minimize business disruption and identify and drive initiatives to improve the quality.
• Managed multiple infrastructure at one time, using Agile methodology and ITIL framework.
• Provided analysis & reports and respond to ad-hoc report requests across multiple business areas.
• Participated in the design and development of business intelligence dashboard reports using excel.
• Stayed updated on troubleshooting ticket status in Spa box (outlook), service now & Jira board.
• Update of the Agile (Kanban) board & JIRA to analyze various projects within the development team & track progress at our weekly Scrum meetings. Also, migration and continuous maintenance of project teams, applications and projects for basic users, stakeholders from VSTS to Azure.
• Supported our e-commerce platform OLAP & OLTP.

Confidential

Snr Business Analyst / Product owner

Responsibilities:

• Worked with the Product owner to gather business process data and requirement decisions.
• Grooming of user stories & design of application flow during architectural planning using Visio.
• Performed requirements development, analysis, and create related documentation, including use cases, business process diagrams, use case realizations, data dictionary, user interface storyboards/prototypes, dashboard report mockups, data conversion specifications.
• Served as an interface between the business and the technical team members (Devops).
• Managed internal UAT testing to validate business requirements and application functionality.
• Worked with cross-functional teams (sales, technical support, commercial operations, Product Management, billing, customer success, partners and customers) driving multiple projects to completion.
• Identified technical solutions for problems, improvements and developments to support and enhance the server, desktop and network estate to ensure maximum practical availability and efficiency.
• Updated, document and publish KI, wiki, product workflow of multiple infrastructure.
• Requirement gathering, grooming of user stories & implement the design of application flow during architectural planning, design and development using Visio.
• Analyze and grant access rights for audits, risk & compliance assessment & audit responses using archer.
• Managed & troubleshoot multiple applications at one time, using Agile methodology and ITIL framework.
• Troubleshooting of incidents using Splunk & violet support tool to drive solutions from the Splunk logs.
• Managed and updated monitoring and alerting systems.