SUMMARY:

• 8+years’ experience in Business Analyst with expertise in analyzing business operations, issue analysis, building and maintaining client relationships, creating process rollout plans and procedures while seeking efficiencies.
• Experienced in various fields of IT, Operations Management, Process Management, Client Relationship Management, Team Management, Helpdesk, Project Management, Application Support, and Process Improvement. Worked with leading IT and Healthcare Service Companies like Tata Consulting Services and United Health Group.
• Have in - depth knowledge of Software Development Life Cycle methodologies (SDLC), assisting and working as Scrum Master on several projects, experience working in Agile, Waterfall, handling Scrum team offshore and onsite.
• Well versed with leading industry tools like Jira, Azure, ServiceNow, LucidChart, MS Visio, MS Word, MS Excel, and MS PowerPoint to develop various project deliverables. With the ability to meet difficult deadlines, multitasking and complex problem resolution experience, I am seeking a challenging role in an organization that offers professional growth.

TECHNICAL SKILLS

Methodologies: Agile, Scrum, Waterfall

Programming Languages: Java, JavaScript, MS SQL, VB, HTML, XML

QA Testing: Test plan creation, Test Cases, End User Acceptance Testing

Reporting tools: SQL Server Reporting Services, Google Analytics and Tableau

Project Management tools: Jira, Azure DevOps

Ticketing tools: Service Now, BMC Remedy

Others: Web service, Lotus Notes, Citrix, SAP, Vantive, Midas

Reporting: Analytics and Dashboards

Team Foundation: Server Tracking system, Ticketing & Integration tools and API’s, Bug Tracking System

Requirements gathering and Analysis: Change Management & Risk management

Service Desk Operations: Proficiency with PC based software programs and automated database management systems (Excel, Access, PowerPoint)

PROFESSIONAL EXPERIENCE

Confidential, OH

Business Analyst

Responsibilities:

• Worked extensively with SMEs in understanding and documenting their requirements.
• Assessed Scope and Impact ofbusiness needs throughout analysis and completion of all enhancement specifications using detailed knowledge of application features and functions.
• Conducted workflow, process diagram and Gap Analysis to derive requirements for existing systems enhancements.
• Involved in creating Software Requirement Specifications (SRS) / Functional Specification Documents (FSD).
• Participated in design review meetings with Product Owner and SME’s and translated the requirements to the developers and guided the team when issues related tobusinessrequirements arose .
• Designed and developed Use Case Diagrams, Activity Diagrams, Sequence Diagrams, Class Diagrams and web page mock-ups using MS Visio.
• Worked withMedicareand Medicaid operational management to monitor, trend and report on operational metrics such as timeliness, workload, and staff trending, customer satisfaction, and other key measures to facilitate performance excellence.
• Analyzed user problems, including automated and manualbusinessprocesses and identified, researched, investigated, defined and documentedbusinessprocesses.
• Developed SQL Queries to fetch complex data from different tables in remote databases using joins, database links and formatted the results into reports.
• Worked on functionality testing, developed User Acceptance Test Plan, tracking the defects, preparing the defect reports using HP Quality Center and Bug Tracking System.
• Worked closely with the application development team, design team and testing team to resolve technical issues and interacted with them to ensure overall quality of the software and meet the deadlines.

Environment: Microsoft Office (MS Word, MS Excel, MS PowerPoint, MS Visio, MS Access), Waterfall, MS Project, SQL, MS Excel. Quality Center

Confidential

Business Analyst

Responsibilities:

• Presented the Analysis and Interpretation for operational and business review and planning while understanding of applicable regulations (e.g., HIPAA, SOX) and UHG policies/standards (e.g., RSA, security).
• Demonstrated experience in the Healthcare industry with claims, provider, or member data.
• Provided expertise Audit support (IVR and/or contact center technology) by reviewing, researching call flows, investigating calls regarding customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs).
• Extensive use of JIRA to create user stories, tracking logs such as issues, risks, and change requests and used for Agile Scrum and Agile Kanban to track the team activities.
• Navigated and influenced multiple cross-functional teams (both clients, Optum and United Healthcare) in a complex work environment.
• Worked as a part of scrum team, in an Agile methodology with Sprint cycles, daily stand ups and story implementation.
• Communicated team status/progress via Release/Sprint Burndown charts, Story Acceptance rate and defects and make sure the stakeholders are aware of what is going on.
• Reviewed the Analysis to Develop, Document and Implement effective/strategic solutions through research and analysis of data and business processes, including requirements gathering and work flow creation.
• Worked as a Scrum Master for two separate teams, identified process changes required to accelerate development and remove major impediments.
• Kept the team focused on Scrum priorities, Business values and protecting team from over-committing.
• Worked with Product Owner during the Sprint review sessions to make sure all stories met the Definition of Done and get the stories accepted within the sprint.
• Performed audits on tools like Qfinity, NICE, and customer account information on MIIM.
• Anticipated customer needs and proactively developed solutions to meet them.

Environment: MS Visio, SQL, SharePoint, UML, .Net, MS Office Suite Word, Agile, Google Analytics and Tableau, Claims Platforms, Qfinity, NICE, Jira, MIIM, MySME, Service Now

Confidential

Business Associate

Responsibilities:

• Worked closely with the engineering team and various IT teams to deliver new product features, enhancements, and critical defect fixes.
• Created the Product backlog and roadmap based upon the company vision provided by the Strategic goals and client needs. Worked closely with the engineering department to ensure that the product vision is accomplished through delivering prioritized User Stories.
• Provided guidance and effective technical support to TransAlta users to their satisfaction.
• Identified possible outages and informing Incident Managers and Created, categorized and dispatched incident tickets to appropriate server support teams.
• Proficient in creating Use Case Diagrams, Data Flow Diagrams (DFDs), Activity Diagrams, Deployment Views and wireframes/screen mock ups using MS Visio.
• Well versed with Operational use of tools like Remedy, Citrix, etc.
• Provided SME’s to diagnose bugs and formulate solutions during User Acceptance Testing as well as after the product is deployed in Production.
• Attained sound knowledge on Active Directory operations (setting up of user accounts, Exchange Email accounts, Lotus Notes, etc.). Created SAP Account & Modifications.
• Troubleshoot internet/intranet, outlook, network printers, account unlocking, password resets and all other desktop related issues and also Configured Exchange Accounts on Blackberry and other smart phones.

Environment: MS Visio, SQL, SharePoint, UML, .Net, MS Office Suite Word, Outlook, SAP, Agile Framework, Lean, Citrix, Lotus notes, Remedy, Incident Management

Confidential

Business Analyst

Responsibilities:

• Accomplished significant knowledge and experience with Healthcare Organizations, public health, Medical terminology, Clinical work flow processes, Electronic health records, and Interoperability standards.
• Worked with cross functional teams across the US, the UK, China & India on technical issues related to healthcare electronics (VESAG Watch) and application specific equipment.
• Performed Analysis of Current System and data, gathered business requirements through interviews, and develop solutions and recommendations for a new database into a Future State System with additional functionalities.
• Provided user Interface Specifications and Processing Logic per Business Requirements to the developers. Wrote user manuals, Technical manuals, flowcharts, designed reports and provided user training.
• Participated in JAD sessions to understand the existing and new business requirements, and documents the respective design specifications.
• Involved in Operational Discussions between the business and the technical team to manage and create better user experience in using the equipment and web applications.
• Provided reasoning to the Business Stakeholders globally about the process flows and the user interface changes prioritizing the issues using the Wireframe Techniques or Prototypes.
• Managed and provided assistance on technical issues related to web portals, applications, device integration, mobile apps, API’s, etc.
• Creation of user accounts, user admin profiles, modifying account accessibilities, User Authorizations and Administration.
• Ensured Policy Adherence Managed password restrictions and defined user login profile parameters. Maintained client account information, built Reports and Dashboards.
• Performed Knowledge transfer to the associates on Business Processes.

Environment: MS Excel, MS PowerPoint, MS Office, MS Visio, MySQL, MS Access, Agile, Scrum, Waterfall, Web applications, mobile applications, SDLC methodologies, Lean, Kanban, Devops, Wireframes, Web portals