SUMMARY

• Sr. Technical/Business Analyst with progressive experience managing ERP projects, troubleshooting technical issues, performing systems analysis, requirements gathering, streamlining processes and facilitating organizational changes.
• Proven problem solving and analytical skills with underlying focus on technical detail.
• Ability to analyze technical and functional components of third - party and legacy applications for system integration.
• Proficient in designing, testing and implementing processes and workflow solutions in ERP applications.
• Possesses excellent interpersonal, communication and organizational skills with proven abilities in cross-functional team management, customer relationship management and planning.
• Deep understanding of technology with focus on delivering business solutions.
• Proven track record of delivering projects with aggressive timelines and limited resources.
• Capable of thinking in and out of the box and generating new design solutions and ideas.
• Strong knowledge of Agile & SDLC methodologies.
• Fundamental understanding of network and WAN operations, SSO, Web Services, LDAP and REST solutions.
• Advanced knowledge of cloud based applications, MS Office Professional Suite 2007, 2010, 2013, Visio, SharePoint 2007 & 2010. Other software applications include SQL, Adobe Captivate, Acrobat Pro, QlikView, ServiceNow, Jira, EMS, Virtual Box/VM Ware, Mac OSX, Exchange/Active Directory 2011, Terminal Services & Cornerstone (LMS).

PROFESSIONAL EXPERIENCE

Confidential, Montvale, NJ

Sr. Technical Business Analyst

Responsibilities:

• Sr. Business Analyst for Confidential and Accounting projects. Served as a liaison among development teams, application services, and business units, including functioning as a subject matter expert.
• Collaborated with technology, business, and vendor stakeholders to identify solutions, define requirements and translate into functional specifications.
• Analyzed functionality of ServiceNow and provided recommendations for configuration and implementation. Worked closely with ServiceNow functional teams to build catalog items, form fields, create UI and group policies/actions and workflows.
• Documented business requirements and drafted technical specifications for development teams.
• Facilitated meetings with business units to define actionable KPI’s. Developed dashboards, created custom reports and defined SLA’s.
• Organized and managed multiple stages of testing including functional, user acceptance, integration, regression and performance across various time zones. Drafted use/test cases, identified root cause of reported defects and escalated as appropriate.
• Analyzed As-Is and To-Be business processes, identified gaps and provided recommendations to streamline and support business objectives.
• Coordinated communications between various business and technology teams to ensure new releases, enhancements or changes will not impact current state.
• Authored business and functional requirements, process flows, training materials and gathered business intelligence data for decision-making.
• Collaborated with project and change management teams to draft project plans, communications, define scope, training deliverables and milestones.
• Verified all technical efforts and project execution tasks are in adherence to defined requirements, compliance policies and ensured solution implementation is aligned with business objectives throughout the various phases of the project lifecycle.
• Validated data migration and deliverables for accuracy and identified opportunities for improvement.
• Participated in the deployment of software applications by acting as SME for the project/product. Defined training schedule, drafted learning content and end-user documentation as well as conducted training sessions for business stakeholders and end users.

Confidential

Systems/Business Analyst

Responsibilities:

• Served as the technology business analyst and subject matter expert on supported applications.
• Performed analysis of current business processes, end user requirements and business rules to define requirements and technical design documentation for implementation of ServiceNow Geneva using ITIL standards.
• Configured Service Catalog Items, forms, lists, UI policies, UI actions, business rules, group policies, SLA’s, email notifications/content, alerts, chat and knowledge articles for IT Service Management module.
• Facilitated firm wide rollout of ServiceNow. Provided training and supporting documentation to fulfillers and end-users. Collaborated with training manager on new product rollouts, training materials and delivery methods.
• Responsible for day-to-day production support and management of ServiceNow platform. Provided level 2 support for all Incidents, Changes, Problem and Service requests. Lead all efforts for business process improvements, new release and product setup, testing, implementations as well as monitored and assessed benefits of the new product or process results.
• Assisted in the preparation of cost-benefit and return-on-investment analyses to determine the feasibility of implementing proposed technology solutions.

Confidential

Lead Data/Business Analyst

Responsibilities:

• Served as lead support analyst for all SAP master data applications, projects and data quality initiatives. Responsible for providing project lifecycle management over all phases of SAP workflow implementations.
• Collaborated with offshore developers to design and configure customized solutions that satisfy requirements with a focus on user interface design.
• Facilitated project status meetings, managed timelines, allocated resources and coordinated business and IT deliverables.
• Performed unit, integration and regression testing, monitored and resolved system defects and coordinated the execution of QA and configuration efforts across multiple teams in development and test systems.
• Conducted gap analysis, systems integration testing and verified system functionality adhered to business requirements.
• Created user acceptance test (UAT) scripts, identified test users, coordinated timelines and monitored testing results using HPQC software.
• Configured decision trees and administered applications into SAP systems landscape (DEV-QA-PRD) via SAP’s Transport Management System (TMS).
• Partnered with SAP Basis and Functional team leads (SD, VM & MM) to resolve data migration/onboarding issues, technical processes and identify system enhancements for new divisions.
• Served as primary point of contact for all support and regression-testing efforts of legacy workflow application during SAP upgrade from ECC5 to ECC6.
• Lead integration of two third-party add-on tools (Promenta Workflow Solutions) in SAP ECC5 and ECC6.
• Drafted training documentation and delivered end-user training for all master data and workflow applications.
• Revised business requirements and collaborated with developers on enhanced workflow design and functionality for integration of several new divisions.
• Drafted remediation plans, performed regression and forced-error testing, monitored and resolved defects, administered transports, updated administrative support documentation, provided training for new users and prepared for Go-Live.
• Analyzed and documented end-to-end support processes and provided recommendations for improvement.
• Collaborated with web-developers and drafted functional requirements for implementation of web-based forms.

IT Consultant

Responsibilities:

• Provided IT consulting, support and training services for various clients in the Greater Philadelphia Area.
• Meet with clients, gather requirements, understand their business, processes, goals and objectives and define project scope.
• Performed analysis on existing environment and monitored system performance to determine requirements to improve IT infrastructure.
• Presented solutions, drafted procurement plans and provided recommendations on hardware and software purchases.
• Assisted client with change-management activities and negotiated vendor contracts.
• Provided support and training for end users with MS Office, Windows 7, OSX, servers, phones, and PC hardware.
• Designed and implemented client intranet using SharePoint and MS Office 365.
• Migrated and organized existing files, templates and folders into SharePoint providing a centralized database for client files and projects.
• Perform systems administration, maintenance and troubleshooting for window servers and workstations.
• Responded to and resolved end-user hardware, software and networking issues.
• Performed weekly maintenance on network, systems, computers and peripherals for several clients.

Confidential

IT Consultant/Project Manager

Responsibilities:

• Drafted IT Project plan comprised of risk management, procurement, staffing, communications, budget and timeframe required to launch new IT Training facility.
• Performed use-case analysis of desired infrastructure to determine feasibility and identify any current and future conflicts between existing internal and third-party software applications and systems.
• Evaluated available technical options for hardware/software and consulted with Subject Matter Experts to ensure feasibility of proposed infrastructure.
• Allocated resources, defined work breakdown structures, milestones, adjusted timelines and monitored all project tasks.
• Contacted vendors, secured pricing, procured all hardware, software and successfully implemented firm’s IT infrastructure using Wyse Thin Clients, Terminal Services and VM Ware for on-site training delivery.
• Conducted end-to-end infrastructure readiness testing, operational testing, monitored and resolved issues, and completed rollout/launch of training company within budget and ahead of schedule.
• Configured company workstations, servers and networks, managed user access privileges and created MS Visio charts of all computer labs.
• Collaborated with instructors to outline requirements, establish content specifications and design optimal configuration of company Learning Management System (LMS).
• Designed and implemented company LMS system using Cornerstone On-Demand.
• Collaborated with business partners to design a proprietary CRM solution using SharePoint Foundation, Designer and MS Access.
• Mentored team members in the development of their technical skills and company service offerings. Designed and maintained intranet site. Performed load testing on all equipment, stabilized infrastructure and completed rollout/launch of training company within budget and on schedule.