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Senior Business / Data Analyst Resume

SUMMARY:

  • An accomplished IT professional with over 10+ years diversified experience within the Information Technology industry.
  • Have led and participated in large - scale projects within the public and private sectors for a variety of industries including Financial Services, Healthcare Insurance, Healthcare, Transportation, Higher /Fundraising, Government, Retail, Environmental, Waste Management, Contact Center, ecommerce, Banking, Telecommunications, Pharmaceutical and Manufacturing.
  • Expertise in Strategic Planning, Business Process Re-engineering (BPMN 2.0), CRM, Project Management, Business and Technical Requirements Gathering & Documentation, Business and Technical Analysis, JAD Facilitation, Functional Requirements Specification, Requirements Management, Use Cases, User Stories, Agile/Scrum/Waterfall Methodologies, Gap Analysis, Data Analysis, Business Case Development, Stakeholder Management, Vendor Management, Contact/Call Center/Data Center/Infrastructure Assessments, ERP Implementations, Business Process, mapping and Workflow Design, Document Management, Procurement, RFI/RFP Development, Contract Negotiations, SLA Development, End-User, Trouble-shooting, Quality Assurance/Testing, Support and Implementation

TECHNICAL SKILLS:

Telecommunication Systems (Voice/Data), Networking, Server Infrastructure, Data Center, Genesys IVR, Voice Recognition, Bell Centrex, AVST Voicemail, Servers, Nortel CCMIS, Audiolog Servers (Call Forwarding), Verint, MS Dynamics CRM, ca Technologies Servers, Desk Manager R12, BMC Footprint, UNIX, Oracle, NT, Proficient in Microsoft packages including MS Windows, MS Project, MS Access, MS Office Suite, Visio, XML, HTML, UML, AGILE/Waterfall Methodologies, SDLC, Use Cases, User Stories, SNOMED,SAP, SOA, JIRA, Confluence, Splunk, TFS, Microsoft Teams, IBM Watson AI Conversation Services, SharePoint, Smart Sheet

PROFESSIONAL EXPERIENCE:

Confidential

Senior Business / Data Analyst

Responsibilities:

  • Manage new IVR work requests
  • Interact with the business stakeholders and subject matter experts to understand issues and needs
  • Gather, document, and analyze business needs and requirements, conduct market analysis, analyzing both product lines and the overall profitability of the business
  • Create detailed business analysis, outlining problems and opportunities and solutions for the business
  • Through analysis translate business requirements into functional application requirements and provides input into high level design solutions
  • Develop IBM Watson AI Conversation Services (WCS) code to run Mave virtual assistant (Natural Language IVR)
  • Build designs for WCS flow
  • Build/assist with infrastructure design and analysis for AI Mave at all levels
  • Develop data flow design/mapping for new applications
  • Develop data analytics to support designs
  • Conduct call studies
  • Provide feedback and guidance/clarification as needed to meet business requirements
  • Participate in LOB product testing activities as required

Confidential

Senior Business Analyst

Responsibilities:

  • Act as a liaison between the divisions/functions and the IT organization to provide technical solutions to prioritized business needs
  • Managed business analysis projects and requirements for enterprise projects
  • Worked with PMO, Executives and business unit stakeholders to identify and document business and technical requirements
  • Developed project artifacts such as Project Charters, BRD’s, Stakeholders Communication Plans, Test Plans, Deployment plans
  • Responsible for overseeing test and implementation support
  • Provided expertise in the business processes used in the divisions/functions they support, as well as an understanding of the IT Infrastructure organization’s systems and capabilities.
  • Led business process redesign and documentation efforts
  • Determined opportunities to automate and standardize business processes and functions.
  • Elicited, translated, and documented business requirements into functional/technical specifications for the Infrastructure organization in COMPANY’s IT function, Enterprise Technology Partners (ETP), and manage changes to such specifications.
  • Led the of the IT organization on the direction of the business.
  • Led the negotiation of agreements and commitments by facilitating communication between the divisions/functions and IT from initial requirements to final implementation.

Confidential

Senior Business Analyst

Responsibilities:

  • Gathered requirements by working effectively in a collaborative and innovative team-oriented Software environment
  • Developed technical documentation including business and technical requirements to support Software development projects
  • Performed detailed requirements analysis and documentation by working with stakeholders in a cross-functional team environment
  • Developed user stories and participated in sprint planning and daily stand-up meetings
  • Developed BA artifacts and responsible for test and support of applications
  • Worked closely with software engineers and quality assurance to enhance software solutions and ensure adherence to acceptance criteria
  • Performed user acceptance testing

Confidential

Senior Business Analyst / Requirements Manager

Responsibilities:

  • As Business Requirements Manager supported the EPMO by administering and executing EPMO reporting and analytics to drive performance and quality of program and project management within Confidential Inc. Partner with lines of business and senior management to drive consistency and delivery excellence by ensuring compliance with methodologies and best practices.
  • Created reports and queries with MS SQL for PMO activities
  • Developed / Managed project requirements documentation according to EPMO / SDLC principles (i.e. Modern Waterfall SDLC Framework, Agile Framework)
  • Performed Requirements Management oversight functions for all project requirements
  • Setup project requirements approach (i.e. High-Level Requirements Execution approach)
  • Held PMs accountable for managing scope
  • Maintained Project-level Business Needs / Epics and updated Analysts with impacts
  • Worked with Analysts to ensure user stories / requirements have proper detail and uploaded into JIRA
  • Ensured attributes and traces for User Stories to Epics are defined by Analysts that they are and maintained properly in JIRA
  • Developed project artifacts such as BRDs, Test plans, Project Change Requests
  • Participated in daily standup meetings
  • Assisted PMs in creating / managing the change requests process for projects
  • Ensured analysts provide an export of user stories (if required by test / development partners)
  • Defined requirement milestones with PMs
  • Ensured Analysts meet project milestones with requirements
  • Ensured EPMO compliance for project requirements and process
  • Assisted PMs to identify resource needs for requirement execution (according to BRD info)
  • Helped re-enforce collaboration among analysts, SMEs, development team and test resources
  • Enterprise Projects include: Small Group Front Office Automation Digital project, Medical Management AIM Genetic Testing Solution, Bi-directional Interfaces, BCBSA Home Infusion Therapy (HIT) Mandates, Imaging Clinical Site of Care for CSBD, Client Custom Reporting

Confidential

Senior Business Analyst

Responsibilities:

  • Reviewed initial business case and other pre-project activities (e.g. high-level requirements, project scope, objectives etc.)
  • Led the Business Analysis efforts to define and document the business requirements for projects including the TTC Customer Information IVR application, Employee Absence Notification System, Hostel Contact Center Migration Project, HR Employee Benefits/Pension IVR System, IBM Web Content Management System, Human Rights Voice Recognition Transcription System and MS Dynamics CRM
  • Owner of requirements (validation, prioritization, scope management)
  • Contact Center technology included Loquendo IVR Servers, AVST Voicemail Servers, Nortel CCMIS Servers (Call Management Tool), Audiolog Voice Recording Server.
  • Participated with the development of an RFP to source a Hosted Contact Center vendor to Migrate TTC’s on Premise Contact Centers to a Hosted environment
  • Managed and led cross functional business teams and conducted facilitated JAD workshops to gather business, technical and non-functional requirements. Created requirements definition documentation to capture business needs.
  • Coordinated and participated in design discussions/reviews to ensure alignment with business needs
  • Defined and mapped and business processes and business rules (‘as-is’ / ‘to-be’ states) and performed gap analysis
  • Performed business analysis and created business process flows and applicable business rules, call routing and IVR call flow diagrams
  • Created project documents using MS Office Tools (Word, Excel, PowerPoint, MS Visio and MS Project)
  • Managed Business Requirements using InteGREAT Requirements Management Tool
  • Created project documents such as Opportunity Assessments/Business Cases, Project Charters, Master Project Plans, Project Plans, Project Change Requests, RFI/RFP’s, Business Requirements Document, Functional and Non-Functional Requirements Document, Requirements Traceability Matrix, Test Plans, Communication Plans, Implementation Plan, User Guides, and Support Document
  • Managed project documentation, reviews, approvals and signoffs using MS SharePoint Tool & Repository
  • Organized project meetings, prepared meeting minutes, Steering Committee Project Updates and Presentations
  • Worked closely with Director PMO, Project Sponsors/Stakeholders, Project Manager, Technical Lead, Enterprise Architecture team, Business and IT Services Staff, Business Partners and Vendors on Project Delivery
  • Managed UAT activities and business acceptance of solution using JIRA
  • Provided post implementation support
  • Manage project deliverables from inception through implementation in an Agile/Waterfall environment

Confidential

Senior Business Analyst / Consultant

Responsibilities:

  • Led the business analysis efforts to define and document the business requirements and associated business processes for a Customer Service CRM solution for the Confidential and its 98 branches
  • Worked with a cross section of Subject Matter Experts, business SMEs and stakeholders to define the ‘as is’ and ‘to be’ states for multi-channel services such as Web site, In Person, Virtual Desk/Chat, E-Mail, Telephone, Social Media (Facebook, Twitter, Blogs etc.)
  • Owner of requirements (validation, prioritization and scope management)
  • Developed current and future state business process flowcharts including business rules
  • Conducted a market survey /environmental scan of the current systems and solutions available within the marketplace to recommend potential solutions
  • Reviewed and defined policy implications (MFIPPA, Privacy & Records Management, AODA, Customer Service, On-Line Social Media, and Rules of Conduct etc.)
  • Assessed business processes related to Footprints Inventory Management and Ticketing system
  • Produced a final report to inform an RFP process and Senior Management decision making process

Confidential

Senior Business Analyst / Consultant

Responsibilities:

  • Led the Business Analysis efforts to define and document the business requirements for an Enterprise Information System (EIS) Advancement Management System solution to support a multi-billion-dollar campaign for the Confidential
  • Worked with over 220 disbursed stakeholders (Management, Business SMEs & Subject Matter Experts) to define, gather and document the requirements for a CRM solution (Blackbaud) to support business areas such as; Campaign Management, Major Gifts, Principal Gifts, Prospect Management, Annual Gifts, Gift Planning, Corporate and Foundation Relations, Alumni Relations Management, Volunteer Management, Gift Administration, Stewardship, Advancement Research, Biographic Records Management, Events Management and Communications.
  • Owner of requirements (validation, prioritization and scope management) in an agile environment.
  • Identified and documented the integration requirements for systems such as (Contact Management, On-Line Donations, Call Center Management, Document Management (OpenText), Student Information System, Financial Information System (SAP), Human Resources Information System and Data Warehouse).
  • Developed current and future state Business Process Flowcharts, associated business rules and models
  • Conducted gap analysis and led discussions with business users and IT teams to gathered requirements for customizations.
  • Defined data requirements, structures, business rule and processes.
  • Created project documents such as Business Case, Project Charter, Deliverable estimates, Project Change Requests, RFI/RFP’s, Business Requirements Document, Functional and Non-Functional Requirements Document, Requirements Traceability Matrix, Test Plans, Test Scripts, User Stories, Communication Plans, Implementation Plan, /User Guides, and Support Document.
  • Defined dashboard and reporting requirements.
  • Provided cost estimates as required and provided input into current and future funding requirements.
  • Developed an RFP and participated in the vendor evaluation, selection and contract negotiation process for a solution provider.
  • Participated in the creation and implementation of an Electronic RFP Evaluation Lab which won the U of T Excellence through Innovation for 2011.
  • Worked with solution provider and participated in design meetings to develop Design and configuration documents.
  • Obtained approvals and signoffs on project documents using MS SharePoint repository.
  • Worked with business users to create use cases, test cases and test scripts.
  • Participated in Data and Process validation (testing) activities and manage reported defects/using JIRA
  • Provided post implementation support
  • Participated in the development of a SharePoint Governance Plan (sub project).
  • Conducted JAD sessions for SharePoint requirements gathering with business users.

Confidential

Senior Business Analyst / Consultant

Responsibilities:

  • Defined and documented the ‘as-is’ and ‘to-be’ states including associated business rules.
  • Planned, co-ordinated and led facilitated JAD workshops with business groups to facilitate business requirements gathering.
  • Conducted gap analysis to determine solution fit for MAA.
  • Developed an Options paper with recommended solutions.
  • Presented options to senior management (ADM and key stakeholders) for approval.
  • Managed stakeholder relationships throughout the project life cycle.
  • Provided weekly project status updates on deliverables.

Confidential

Senior Business Analyst / Consultant

Responsibilities:

  • Lead Business Analyst (Subject Matter Expert) for Confidential ’s Blue Box Recycling and Municipal Hazardous and Special Waste Management programs.
  • Defined and documented the ‘as-is’ and ‘to-be’ states including business rules for an SAP Enterprise Information System (EIS) solution.
  • Owner of requirements (validation, prioritization and scope management) in an Agile/Waterfall environment
  • Participated in technical design and solution meetings.
  • Components included Customer Relationship Management (CRM), Steward Web Registration, Steward Reporting, Material Management (Logistics), Data Warehousing (BI), Financials and Enterprise Portal
  • Worked with key stakeholders to define and document the business and technical requirements for the Internet/Intranet solution.
  • Planned, co-ordinated and led facilitated JAD workshops with the business to gather business requirements.
  • Conducted feasibility study and gap analysis to determine fit for SO’s organization (people, process, technology, and partners).
  • Identified and developed new business processes, business rules and workflow to support SO’s new organization.
  • Participated in the development of an Enterprise Blueprint.
  • Defined data structures, business rules, processes and workflows.
  • Defined customization and integration requirements.
  • Defined and documented customizations and integration requirements to support all public facing websites (StewardshipOntario.ca, Dowhatyoucan.ca, RecyclersNetwork.ca, BlueboxOntario.ca)
  • Participated in the development of an RFI/RFP, vendor selection and contract negotiation process for a COTS EIS solution.
  • Participated in development of the business case to fund the solution.
  • Worked with SAP technical experts to configure the solution based on documented business requirements, design and processes.
  • Defined and documented (manual and automated) data conversion strategies for legacy systems data
  • Defined and documented test plans for Web Registration, CRM, Steward Reporting and Customer Portal processes
  • Created project documents such as Business Case, Deliverable Effort Estimates, Project Change Requests, RFP, Business Requirements Document, Functional and Non-Functional Requirements Document, Requirements Traceability Matrix, Test Plans, Test Scripts, Use Cases, /User Guides, and Support Document
  • Adhered to Government of Ontario Regulations 273/02, 542 (Waste Diversion Act), 347 (Environmental Protection Act)
  • Managed testing and implementation support activities
  • Managed UAT issues to resolution using JIRA issue management tool
  • Provided weekly project status updates on project deliverables

Confidential

Senior Business Analyst/Consultant

Responsibilities:

  • Worked with multiple business units such as Licensing Enforcement, Waste Enforcement, District Enforcement and Animal Services to document system Use Cases for the Confidential ML&S Division.
  • Defined the ‘as-is’ and ‘to-be’ states including business rules and workflows for an enterprise Case Management System.
  • Reviewed technical design and solution documents.
  • Conducted gap analysis with the business units to determine the business and technical requirements for migrating the Waste Enforcement System to a new system
  • Planned, coordinated and conducted stakeholder workshops/JAD sessions with business representatives and subject matter experts to define and document the business requirements for an enterprise Case Management System.
  • Worked with the development team to determine work efforts and estimates as required.
  • Developed a UAT strategy/plan for migrating the Waste Enforcement System to a new system.
  • Developed a strategy for the Waste Enforcement migration.
  • Provided weekly project status to Senior Management.

Confidential

Business Analyst / Consultant

Responsibilities:

  • Worked with business and IT teams to Define and document the business, functional and technical requirements for a Provincial eHealth Portal that supports Patients, Providers and Consumers electronic health records
  • Planned, coordinated and conducted stakeholder workshops/JAD sessions with business representatives and subject matter experts to define, gather and document the business requirements
  • Contributed to multiple strategies to increase portal participation, enrollment and registration of users
  • Worked closely with the Architecture, Privacy and Policy groups to ensure the use of Client Health Information (PHI) adheres to PHIPA standards
  • Provided cost estimates as required and provided input into funding requirements
  • Worked closely with Outreach organizations (e.g. Heart and Stroke Foundation) to identify Client models and approaches
  • Participated in the development of marketing material, tool kits and messaging to drive usage on the Portal
  • Obtained signoffs and approval on project artifacts and documentation
  • Provided status updates and presentations to Management as required

Confidential

Senior Business / Systems Analyst

Responsibilities:

  • Conducted environmental scan with participating organizations to understand and document the ‘as-is’ and ‘to-be’ business processes
  • Coordinated and led JAD workshops with cross-ministry business and technical representatives and subject matter experts to define and gather business requirements
  • Owner of requirements (validation, prioritization and scope management) in an Agile environment
  • Developed and obtained signoffs on project artifacts such as, business requirements, non-functional requirements, functional requirements, traceability matrix, test plan, test cases, data requirements, security requirements and project gating process documents
  • Participated in solution design and reviews meetings with business and IT teams
  • Incorporated data standards and nomenclature into requirements to ensure the proper use of information (HL7 messaging V2 and V3)
  • Developed requirements and user guides and trained business users on the solution
  • Managed UAT activities and prepared test data, procedures, templates to ensure the correct scenarios are tested
  • Analyzed and reported on test results using JIRA
  • Provided post implementation support
  • Participated in Go-Live activities including validation of new code in Production prior to release to end users.

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