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Business Analyst Resume

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Salt Lake City -, UT


  • Over 7+ years of experience in the IT industry.
  • Roles: Transition team member, Delivery team Member, Release Manager and Business Analyst.
  • Area of expertise: Application production support for banking and insurance applications, Release Management, Process management, Global Delivery Framework (GDF) Implementation, and Business Analysis.
  • Expertise in ITIL, ITSM and GDF services: Service Management, Continual Service Improvement, Incident Management, Release Management & Process Management.
  • Leading 15+ associates team as Business Analyst
  • Experience in Performance Management to support strategic planning, goal setting, strengthen accountability, enhance decision making and to improve client satisfaction.
  • Expert at analyzing, designing, and reengineering systems applications and business processes.
  • Experience monitoring consoles and batches using various tools like OPC.
  • Possess reasonable understanding of different relational databases, writing simple SQL queries, creating tables, and generating reports.
  • Proactive team player with demonstrated problem solving and analytical reasoning abilities.
  • Experience in new process technology implementation and training, and conducting system and user acceptance test.
  • Experience in preparing business requirements documents (BRD’s), defining project plans, writing system requirements specifications, and delivering project/status reports
  • Interacted with users for verifying requirements, managing change control process, updating existing documentation.
  • Experience in conducting/facilitating JAD sessions with superior organization and presentation skills.
  • Ability to learn and adapt quickly to the emerging new technologies


Operating Systems: UNIX, Windows 2000, Windows 2003, Windows XP, Windows 7.0

Software languages and tools: JCL, OPC Scheduler,Strobe,Unix, Basic SQL scripting, Perl

Other tools: Production support: Citrix, Lotus Notes, Peregrine Service center, Maximo ticketing tool, Perl CGI based internal tools for release management,Autosys, Service Requisition System (SRS) ticketing tool,Changeman, VB6, VB Macros Business Analyst: Microsoft Excel, Pareto Charts, Process Behavior Analysis charts,Autotrac,DPP (Defect prevention process) Tool, Crystal Reports Portal Administration: SharePoint Portal 2003


Confidential, Salt lake city - UT

Business Analyst


  • Played an active and lead role in gathering, analyzing and documenting the Business Requirements and Technical Requirements from the Business Group and the Technological Group.
  • Captured As-Is Process, designed TO-BE Process and performed Gap Analysis and documented the current state and future state, after understanding the Vision from the Business Group and the Technology Group
  • Captured Business Process Flows and Reengineered Process to achieve maximum outputs.
  • Responsible for creating new Standard Operating Procedure for Change & Release Management Process.
  • Conducting meetings with Process Owners, Subject Matter Experts and Functional Heads to gather audit-related information and facilitated meetings to explain the impacts and effects of compliance.
  • Extensive experience in project managing all phases of SDLC (software development life cycle) processes in Agile/SCRUM methodology.
  • Implement and configure Service Now tool .Phase 1 included rollout of Incident and Change applications, inbound email actions, reports, and Knowledge. Phase 2 introduced Surveys, Managed documents and development of Service Catalog items.
  • During this assignment I was involved in developing processes that support or interact with the Change Management process.
  • Coordinate the overall planning and scheduling of changes
  • Review all implemented Changes and outstanding CRs for appropriate status
  • Working with Project and Production Support Managers prioritize all Change Requests (CR)
  • Assess and report the impact of all changes to production before implementation as well as insure all risks are re-mediated.
  • Publishing weekly scorecard reports.
  • Facilitating brain storming sessions with the Business Group and the Technology Group.
  • Co-Managed the Change Control process for the entire project as a whole by facilitating Group meetings, one-on-one interview sessions and email correspondence with work Stream owners to discuss the impact of Change Request on the project.
  • Worked with the Project Lead in setting realistic project expectations and in evaluating the impact of changes on the project.
  • Gathered, Analyzed, Validated, and documented the stated Requirements.
  • Modeled use cases for various applications with work flow diagrams and user interface mockups.
  • Compiled existing IT processes to setup baseline for the improvement of ITIL best practice, documented reports and recommended to develop processes and operational changes to existing and new processes.
  • Responsible to Track, Document, Capture, Manage and Communicate the Requirements using Requirement Traceability Matrix (RTM) which helped in controlling numerous artifacts produced by the teams across the deliverables for a project.
  • Enhanced techniques in developing and escalating existing technology processes; trained and supported colleagues to continual advancement through improved processes.
  • Developed and delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions within the IT infrastructure.
  • Utilized the 80-20 rule to prioritize and in corporate the critical features. Involved in prioritizing the defects and writing business requirements to resolve them.
  • Conducted review sessions on regular basis with QA and development teams for preparing status, delivery report and client reporting.
  • Maintained detailed and comprehensive records on project activities, identified bugs and suggested fixes; created weekly bug reports for development team
  • Tracking defects in the process and coordinating with functional teams on the fix.
  • Coordinating changes and release in the process and ensuring that the mentioned changes are in place.
  • Prepare quality metric updates for executives -Score Card Report
  • Perform Ticket Quality Review
  • Perform random audits on pool/account level data
  • Extract data, Monitor using power center.
  • Develop Metrics to measure team & individual utilization
  • Publishing account performance reports.

Environment: Windows XP/2000, VB6, Crystal Reports, SQL, MS Excel, MS Word, Power Center

Confidential, Shawnee - KS

Business analyst


  • Responsible for defining the scope of the project, gathering business requirements and documenting them.
  • Involved in interviewing business area experts, asking detailed questions and carefully recording the requirements in the format so that it can be reviewed and understood by both business and technical people.
  • Participated in Business Modeling by understanding the needs of the business, and also documenting Business use cases(initial) as well as System Use cases
  • Identified defects, documented Business Requirement Document and collaborated with Subject Matter Experts and Managers to identify an optimal solution.
  • Involved in Gap analysis to eradicate any bottlenecks in the business processes
  • Co-ordinate with the functional teams on implementing the suggested solutions and taking it to completion successfully.
  • Responsible for coordinating JAD sessions with business users to analyze, gather and define the key performance indicators, document and present the requirements specifications.
  • Identify the trends / patterns in the data and coordinate with the Subject Matter Experts (SME) & Project Managers (PM) for developing Solution for Process Improvements.
  • Defects were tracked, reviewed, analyzed and tracked using Quality Center (Defect Management).
  • Review and Analyze process work flow to ensure efficiency.

Environment: Windows, SQL, Microsoft Office suite, Microsoft Visio, Quality Center, UML.


Business Analyst


  • Analyzing and collecting data from various accounts in the pool. Data involves alerts, jobs and adhoc requests.
  • Identifying the problem areas and solutions using various data analysis methods like Pareto Analysis, Process Behavior Analysis (PBA) and Fishbone analysis.
  • Working out solutions and coordinating with the functional teams on implementing the same.
  • Reducing/optimizing incoming work load by analyzing data using various data analysis methods.
  • Identify the trends / patterns in the data and coordinate with the Subject Matter Experts (SME) & First Level Managers (FLM) for developing Solution for Process Improvements.
  • Creating broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems. (BA will act as catalyst for the above activity & SME/FLM will be actual owners)
  • Conducts statistical analysis on quality metrics reports to ensure that they are within control limits
  • Analysis of trends & patterns in Operator Errors and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management. (BA will act as catalyst for the above activity & SME/FLM will be actual owners)
  • Operational Defects Analysis - Capturing manual/operator errors, record and analyze to present solutions/recommendations to prevent the same
  • Pool Performance Report & Analysis - Regular In depth analysis on pool level data to ensure the metrics are within limits
  • Pool Health Index Report & Analysis - Maintaining and reporting defects and severity reports from time to time to ensure pool health
  • Weekly data analysis using Pareto charts to identify defects
  • Develop Metrics to measure team & individual utilization Continual Improvement Process
  • Conducting trainings to team members on Global Delivery Framework (GDF).
  • Review and update documents on GDF.
  • Create Pool Level Process Behavior Analysis Charts
  • Create Account Level Process Behavior Analysis Charts
  • Prepare metric updates for executives -Score Card Report
  • Perform Ticket Quality Review
  • Perform random audits on pool/account level data


Release Manager


  • Migration of deployed software: Involves migration of software components to various environments like Regression, UAT (User acceptance testing) and Production.
  • Premise Split: Setting up of new environment/premise and complete roll out of software into new environments deployed.
  • Server movements: physical movement of servers from one box to another, running analysis, and synching up to the base lined s/w.
  • Access control to the production environments: Involves Security related changes, tracking mechanisms, validation of users-groups-access control, implementing norms and procedures.
  • Password Maintenance: Changing production application-id passwords from time to time.
  • Ensuring the environments are in sync: Analysis of an existing environment, Comparison of various software components existing in environmentsReporting discrepancies, Synching up according to a baseline environment/premise which Is clean.
  • Release Activities: Involves Major/Minor releases of software and Emergency bug fixes
  • Executing adhoc requests for quick fix of bugs in system: Requests to run various SQL or Sybase system queries for tuning and performance enhancement. Providing support for the end of day processing run. Assisting in developing tools to bring in efficiencies in migration activities

Environment: UNIX, SQL Scripting (Basic), Perl CGI based internal tools for release management, Autosys, Service Requisition System (SRS) ticketing tool, Sybase


Production Support engineer


  • Remediation of the production abends: Fixing production abends that are encountered during batch execution by fixing the proc and overriding the changes from override library
  • Enhancements: Minor Coding and unit testing of the enhancement.
  • On call support: Involves monitoring of Daily/Weekly/Monthly/Yearly Batches in production using OPC tool
  • Scheduling Jobs: Scheduling test jobs through strobe, a performance measuring tool.
  • Operations Support: Involves testing of various requests sent by client such as Case surrenders, Asset Conversion, Proxy Requests, Logging and Tracking of Transactions, generate reports for the same and scheduling it in production.
  • Documentation: Designing technical documents for various clients requirements

Environment: JCL, OPC, Strobe, Peregrine Service center, Maximo ticketing tool, Changeman


Operations Analyst


  • Assisted in preparation of business documents related to financial data
  • Generated periodic reports for clients and for internal review
  • Provided assistance to users to debug operational issues related to usage of financial software
  • Researched on adequacy, competency and compatibility of various software’s related to financial sector with our internal systems and submitted reports to the management
  • Provided assistance in reviewing, analyzing and evaluating business requirements, user needs and functions with the objective of improving business processes and procedures
  • Encompassed strategic business research and analysis in developing business plans and market research in support of organization’s initiatives and future direction
  • Worked closely with team members and then examine existing business models and the flows of data in the business
  • Worked closely with developers and a variety of end users to ensure technical compatibility and user satisfaction

Environment: Lotus notes, MS-Word, MS-Excel

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