SUMMARY:

• Over 10 years of experience working as a Business Analyst, assisting in Project Management responsibilities, Optimizing Business Process, assisting in testing, pre and post Implementation in Telco, BFSI, OEM industries.
• Responsible for all aspects of the initiation and implementation of assigned projects and providing a single point of contact for those projects.
• Define project scope and oversee quality control throughout the project life cycle.
• Proficient with Software development life cycle (SDLC) phases especially Agile.
• Experienced covering 6+Transition, covering the SLA and SLO period for new project.
• Strong in analysis, design, and development of Service Now, BMC Remedy ITSM, Configuration Management database (CMDB),
• Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes
• Excellent escalation & executive stakeholder management skills with proven ability to lead and motivate teams across the world.
• Experienced in project management, client coordination, service transition and operations.
• Hands on technologist with proficiency in wide array of technologies like Windows servers, VMware Virtualization & Cloud - MS Azure, Amazon Web Services (AWS)
• Work consists of leasing with all line of service; Technical as well as Managerial in the IT environment.
• Specialist in setup of Major Incident Management Teams/Incident, Problem Management Process & ServiceDesk.
• Functional Business Requirements Analysis, Gap Analysis, Creating design
• Estimate cost and schedule and deliver within the defined Project Delivery Performance targets.
• Establish project proposals, statement of work (SOW’s), and request for proposals documentation.
• Timely and accurately updates of project status, cost and forecast information the HP-PPM project tool.
• Develop weekly and monthly project status reports.
• Experienced in managing cross-functional project teams and high-visibility projects.
• Oversee the requirements definition and testing phases of the project to ensure the delivery of a quality product.
• Delegate and/or escalate tasks and responsibilities to the appropriate individuals at the right time.

TECHNICAL SKILLS:

Databases & Tools: MS SQL Server 2012/2008

Internet Technologies: HTML, CSS, Angular, XML, JAVA Script

Business Modeling Tools: FEITH, Microsoft Visio, UML

Proficient with various ITIL portfolios: Service Strategy, Demand management, Service Design, Capacity Management, Service Transition, Change Management, Release and Deployment Management Asset and Configuration Management, Service Operation, Incident Management

Reporting Tools: Crystal Reports

Change Management Tools: Remedy, SNOW

SDLC Methodologies: Waterfall, Agile (Scrum)

PROFESSIONAL EXPERIENCE:

Business Analyst

Confidential

Responsibilities:

• Actively and consistently support all efforts to simplify and enhance the customer experience
• Oversee the functions to gather, analyze, refine, validate, document and maintain complex business requirements for all opportunity to cash order flow activities for all lines of business (video, data, and voice) for residential and commercial services.
• Support the integration of new products and services, regulatory requirements, tools, technologies and markets into existing operations
• Ensure complete analysis and understanding of interdependencies, business risks, risk mitigations that could impact or be impacted by the delivery of new products, services, processes and/or support technologies
• Ensure all defined business rules/policies are documented, implemented as designed. Ensure process enablers are working as designed (automated as well as manual). Ensure available technology is leveraged to the fullest extent. Redesign business process where applicable to leverage available or new technologies
• Oversee the translation of high level business requirements into functional specifications and then translated to technical specs for configuration and deployment. Develop and maintain library of functions specifications via Change Management processes
• Function as the liaison between the business unit and the other supporting functional organizations (IT, OSS, Billing, 3rd Party suppliers, etc.) to properly interpret and deliver to the functional specifications. Ensure alignment between the business operational strategies and technical solutions

Business Analyst/Lead Tech Operations

Confidential

Responsibilities:

• Deliver ITSM and Organizational Transformation solutions based on ITIL best practices that focus on the people, process, technology and information perspectives of providing integrated organization wide business solutions within the IT infrastructure.
• Managed budgets of up to $4M and cross-functional teams of up to 15 developers, programmers and business analysts.
• Lead role in organizing surveys, improving the process and workflows, as well as the service improvement plan for the demand management process to evaluate the delivery of the demand in terms of value to the business.
• Supporting business and system projects including catering requirements, reviewing design, verifying testing, documenting and supporting implementation.
• Organizing and chairing CAB calls with various vendors
• Gathered and validated requirements to write High-Level Design (HLD) for Waterfall projects and business value user stories for Agile (Scrum) projects
• Developed test plans, and test cases in co-ordination with QAs for manual, and performance testing.
• Accountable for BPR (Business process reengineering), aimed to help client fundamentally rethink how they do their work in order to dramatically improve customer service, cut operational costs, and become world-class competitors.
• Handled end-to-end project entailing project charter, scope, management plan, work breakdown, cost & time, quality, and risk management.
• Acting as a triage between the client and the Development team, providing guidance and assistance in the system project decision making process.
• Planning and providing time-estimations/deadlines along with end to end budgeting for project developments and implementations.
• Proactively communicating and collaborating with internal customers to create system and software solutions based on user requirements specifications.
• Responsible for keeping all project documentation up-to-date (User Requirements Specifications (URS), Risk Analysis, Functional and Design Specifications, Requirements Traceability Matrix)
• Implementing ITIL and IT service management techniques for constant service improvement plans in project.
• Interfaced between business and data management teams, client managers, and informatics teams for all data, software, hardware, and process development activities on a daily basis.
• Conduct requirements analysis, maintain requirement repositories, define key business capabilities and logical grouping of the features requested
• Conduct requirement review sessions in order to validate requirements with project stakeholders
• Work with Technical/Design Teams to ensure the proposed solution meets the requirements
• Work with the Cost Estimation team to ensure that projects are estimated accurately and timely
• Ensure that analysis artifacts follow established standards and processes
• Identify issues and risks, handle and communicate them in a manner that mitigates risk to quality, timeline, and scope of strategic projects
• Processed data requirements into bar charts, and pie diagrams for financial analysts to perform trending.
• Designed, and developed business flow, activity, and sequence diagrams, using MS Visio.
• Performed requirements analysis by gathering both functional and non-functional requirements based on interactions with process owners, stake holders, and document analysis, and represented in Requirements Traceability Matrix (RTM).
• Developed use-case, flow, activity/state, and sequence diagrams so that developers and stakeholders can understand business processes.
• Assisted in development, and unit testing of software applications including Object Oriented Programming languages, and software tools.
• Conducted UAT coordinating with QA team in test cases documentation review, and provided feedback.
• Solid working experience in different modules of ServiceNow
• Vast knowledge of multiple up-to-date technologies and frameworks
• Strong knowledge and understanding of ITIL process
• Successful Project Management
• Change Management implementation monitoring

Business Analyst/Lead Tech Operations

Confidential

Responsibilities:

• Identified, and involved with key stakeholders, contributors, operations, and technical resources in participation of project for scoping of project, resource planning, and coordination.
• Administrator for the Infrastructure Change Management Tool as well as the Remedy Application.
• Managed Change Management process (Change, Release, and Transition Management) as well as maintained and updated the policy and procedures to ensure that it was audit compliant.
• Submitted error logs to Work Orders Tracking System (WOTS) on GIS portal for onsite validation team.
• Analyzed vendor based system documentations to develop test cases, and test scripts.
• Attended Scrum meetings with stakeholders, product owner, scrum master, developers, and QA testing team.
• Implemented UML based design for use-Case diagrams, data flow diagrams, activity diagrams, and sequence diagrams using Rational Rose, and MS Visio on approved requirements.
• Provided production support to resolve ongoing issues by functional, end-to-end, and regression testing.
• Updated issues and defects in TFS and QC for epics, user stories, and tasks by application and project type.
• Imported bulk data to SSMS to run ad hoc SQL queries for periodic DB build.
• Built excellent Client relationship by analytical problem solving represented by written, oral, and presentation skills.
• Gave live demos to end users with presentations, and webinars. Conducted meetings with all division supervisors to ensure requirements are met.
• Updated documents, and metadata on SharePoint site,managed users, security groups, and permissions.

Confidential

Sr. Associate

Responsibilities:

• Analyzed the existing system and business process flow by understanding preset business rules and conditions
• Worked with data flow diagrams, data analysis, and Process flow diagrams
• Facilitate and managed the meeting, interviews with SMEs from various areas
• Conduct interviews with key business users and used other fact finding techniques to collect requirements and business process information.
• Conducted surveys and brainstorming sessions with SMEs for requirement gathering
• Performed extensive requirement analysis including data analysis and gap analysis
• Designed and developed different project development documents based on SDLC methodology
• Worked actively in the preparation of Business Requirement Documents, Functional specification documents and change request documents.
• Provide change management and coaching to develop change coordinators in the organization
• Work closely with the PM teams, Architects and the Subject Matter Experts (SMEs) to glean the requirements.
• Designed and developed Use Cases and many other UML models using MS Visio .