SUMMARY:

• A Senior Business Systems Analyst with over 18 years of experience in business requirements mapping to system solutions, requirements & project management, testing, gap analysis, training and documentation. Over 7 years of experience with Customer Relationship Management (CRM Siebel) software implementations applied to a variety of business environments. Possesses in - depth knowledge of SDLC methodologies, standards, best practices, policies and processes. Known for working well with both Users and Developers in effectively translating business requirements into superior technical solutions. Strong financial and marketing background, with international work experience.
• Expert in Software Development Life Cycle ( SDLC) through software releases of medium to large size, in addition to other data migration and upgrades projects, including iterative Web software development
• Proficient in Business Analysis, Requirements Gathering and Documentation/ Management, GAP Analysis, QA Test Planning & Strategy, Test Cases Development and Execution, Project Planning, Change Management, Communication Plans
• Consulting experience as Business System Analyst/ Process re-engineering specialist with exposure to OOAD/ SOAD web based applications
• Applied knowledge of Agile software development methodologies for web-based software applications; Certified Scrum Master (CSM) and Certified Agile Project Manager
• Developed PMO standards and processes related to solution requirements elicitation, analysis, management, testing and communication
• Managed bank marketing annual budget of over $1 m. and 5+ people, while developing and implementing competitive bank marketing strategies
• Worked in banking, insurance, automotive, printing, marketing, education and government environments. International working experience

TECHNICAL SKILLS:

Applications: Team Foundation Server 2015 v14, ServiceNow, Loan Origination & Mortgage Underwriting Applications, Modern Requirements Suite4 TFS-MS Platform, OnStar Global Advisor Application 4.3, Camilion ProductAuthority® (Product Development & Maintenance Module) & Authority Suite® (Policy Administration System), JBoss Enterprise Application ; JIRA, Siebel (from Siebel 2000 to Siebel eBusiness Applications v.7.6, Siebel eBusiness 7.5) JDEdwards, Scancode, Crystal Enterprise 9, etc.

Office environment: MS - Office 365 Word, Excel, PowerPoint, Access, MS Project, Visio, Outloook, SharePoint; Erwin, StarUML, SnagIt, CISCO Jabber, Clarity PPM Tool, Adobe Acrobat Writer, Rational Rose etc.

QA Testing/ Automation tools: HP Application Lifecycle Management 11/ Quality Center 10, Test Director 8.0, LoadRunner, WinRunner, TestLog; Test Partner, Selenium & Eclipse Operating Systems/ Platforms Windows XP, Windows 2000, NT, 98, 97, DOS ; Java 2 Platform Enterprise Edition (J2EE), Enterprise Java Beans (EJB)

Databases: SQL (Server 2012 Management Studio), Oracle, DB2

Test environment: Web, LAN, Client/ Server, Mainframe

PROFESSIONAL EXPERIENCE:

Confidential, Troy, Michigan 

Business Analyst III 

• Worked directly with internal and external clients to support in house application development
• Assigned to work on various Agile projects, as per the Scrum methodology and participated in the full ‘app’ development lifecycle
• Documented ‘AS IS’ mortgage processes, performed impact analysis for the project user stories to be deployed and defined the “TO BE’ processes
• Gathered project requirements by defining the respective product backlog through decomposition of the epics into user stories
• Defined/ documented user stories/ project requirements and acceptance criteria (via Team Foundation Server tool)
• Worked with mortgage origination application vendor (BeSmartee) to implement a mobile-friendly, streamlined online process for the Confidential Brokers to enable their customers to submit a mortgage application to underwriting in minutes
• Participated in backlog grooming sessions and sprint planning with the respective product owner, scrum master and project team
• Ensured communication within the application development team and with all levels of internal clients
• Provided testing support by reviewing QA Test Cases, providing feedback and performing testing activities
• Contributed to defect and project management, as part of the SDLC
• Assisted Application Support Team with troubleshooting and providing temporary workarounds when applicable
• Contributed to the improvement of the BA Practice, as well as the IT training and on-boarding processes
• Mentored/ trained Application Development team’s newest members

Confidential, Auburn Hills, Michigan

Technical Infrastructure Analyst 

• Conducted stakeholder analysis, planned business analysis approach and activities which provided TPMs with accurate estimates for the assigned projects
• Facilitated the definition and documentation of the Project Goals, Objectives, Scope, Assumptions and Exclusions within the Project Charter
• Facilitated solution requirements (Business and System Requirements) workshops and documented the results of elicitation activities for various Comerica projects
• Ensured solution requirements communication, validation and traceability, as well as defined transition requirements to move to the new solution
• Validated elicitation results by conducting Solution Peer Review for various deliverables: Project Charters, Requirements Traceability Matrix, Process Workflows, Data Flows and Reporting Specifications, in order to obtain sign-offs/ approvals
• Measured and reported on the solution requirements activity for various Comerica projects (TRIO Disaster Recovery, HP NonStop Upgrade, CRM Microsoft Dynamics - Active Directory Federated Services, Comeri-Cloud Implementation projects, Test Data Privacy, IT Security Reporting etc.)
• Created and documented “As-Is” processes and performed gap analysis for Identity & Access Management - Role Based Access Control (RBAC), Comeri-Cloud and ArcSight Security Event Monitoring projects
• Conducted process workflow definition and Project Charter scope refinement sessions for various Comerica IT projects
• Worked with various vendors (IBM, Microsoft, CBI, Lochbridge. eDev) in creating Process, System and Data Workflows documentation and validating solution requirements
• Assisted with defining and organizing Comeri-Cloud & RMS Application UAT test cases, as well as with the job aids and training material required for the project implementation
• Contributed to the improvement of the business analysis practice at Comerica by implementing a Requirements Repository Tool, identifying re-usable standard assets, submitting enhancements to the ePMM’s Project RASIC and business analysis processes/ artifacts, participating in Project Charter Health Checks and Requirements Review Board

Confidential, Detroit, Michigan

Global Advisor Application (GAA) Platform Analyst

• Managed and coordinated testing (UAT), ensuring effective communication with the Call Centers (Warren &Charlotte - US, Oshawa - Canada, Makati - Philippines) during the GAA 4.3 Soft Launch, in order to better understand GAA functionality and identify possible alternatives based on technical constraints
• Designed a SharePoint KMS form for the advisors to document the GAA 4.3 Soft Launch application issues (over 600 issues)
• Documented and tracked the Soft Launch defects (over 240) affecting any of the Call Center facing processes in the Application Lifecycle Management 11/ Quality Center (QC) tool
• Acted as a liaison with the regions on understanding requirements/gaps, participated in the GAA 4.3 Launch activities (pre & post implementation), including managing the deployment efforts into production with the call centers.
• Managed QC’s GAA 4.3 defects, as well as coordinating and informing the Business Process Leaders/ Call Center sites (Warren &Charlotte - US, Oshawa - Canada, Makati- Philippines) of the status and validation needs for the GAA 4.3 defects
• Communicated and ensured accuracy of requirements provided by the business requestors in all regions, by working with them through the ideation and define phase to scheme alternatives throughout the release lifecycle (ideation through Deployment)
• Identified and communicated any 4.3 GAA defects impacting the global requirements or any of the upcoming releases/ refinements for the Global Advisor Application platform
• Supported IT with design activities needing business decisions on implementation alternatives and/or technical limitations
• Developed and maintained a Soft Launch and post deployment GAA 4.3 Known Issues list for the Call Centers to enable focus only on new system issues
• Assisted the voice platform product owner with uNav User Acceptance Testing (UAT) activities in an Agile development project
• Performed and documented results of the GAA 4.3 role/ user visibility testing

Confidential, Richmond Hill, Toronto 

Sr. Business System Analyst/ Consultant

• Conducted business requirements gathering workshops, whiteboard sessions, structured walkthroughs and demos to enable the Camilion team to understand customer ‘As Is’ business processes and perform Policy Administration System (Authority Suite®) gap analysis
• Managed and tracked customer identified issues (parking lot items) regarding the Policy Administration processes, as part of the client requirement documents review and analysis sessions
• Worked closely with the Solution Architect of the Policy Administration System (Authority Suite®) to analyze current customer processes, to define and document customer specific ‘To Be’ process flows and integration points in the AS Solution Blueprint.
• Received “Customer Service Award” for the special effort put into the Policy Administration system Solution Blueprint, the quality of the consulting services and the client-oriented attitude demonstrated during the project
• Ensured the Camilion product design and process architecture solutions met insurance customer requirements, including the SOX compliance requirements, as part of the Policy Administration (Authority Suite®) Release 5.0 features (introducing a service oriented architecture & design layer for the application)
• Documented business requirements and use case specifications/ user stories for Policy Administration (Authority Suite®) Release 5.0, as well as conducted and participated in the release specific test planning, preparation and execution activities: Sprint requirements reviews, test log and test case coverage review, design/ architecture reviews, JAD sessions, product documentation reviews etc.
• Configured and documented test data for complex premium handling, taxes, commissions and statistical reporting test scenarios, as well as forms configuration and attachment rules for Policy Administration AS5.0 Release testing purposes.
• Assisted the PMO with the development of Camilion Knowledgebase by creating and improving the analysis and design documents/ templates included in the Camilion Agile project implementation methodology
• Spearheaded the Authority Suite® Release 5.0 testing team and trained/ mentored new members of the team

Confidential

Sr. Business System Analyst/ Siebel Consultant

• Responsible for the implementation of the Siebel Depot Orders & Repair Activities, Dell & IBM (OEM) Programs (including Lexmark Web Accounts), Depot Carrier Interface, Depot Debrief Interface, Depot Asset Swaps & Asset Uploader
• Developed a thorough understanding of the Canada Depot Service specific business requirements and processes by conducting staff interviews, job shadowing, participating in business process mapping sessions, documentation reviews, etc.
• Documented ‘As-is’ processes as a base line when determining the gaps around the ‘To-be’ processes, as well as the applicable business rules, dependencies/ assumptions surrounding the current process
• Worked on a regular basis with the Lexmark World-Wide (WW) Team to develop a good understanding of the Customer Care & Express Depot ‘To-be’ CRM functionality, with impact on the WW use cases
• Negotiated with the WW Team and determined the applicable use cases for Confidential Depot & Customer Care functionality, including system setup functions, system architecture, system interfaces etc. and addressed any gaps for Canada, determined workarounds or proposed programming changes
• Acquired extensive knowledge of the Lexmark Siebel CRM functionality, Siebel future and current integration with various other back-end applications such as JD Edwards (for inventory management and service parts logistics purposes), eBuyers (for Partner Payment functionality), Scancode (Shipping Carrier system), as well as its requirements for Sarbanes-Oxley (SOX) compliance purposes
• Developed, documented and executed Depot Test Scripts using Mercury Test Director Tool during the various test cycles (integration testing, user acceptance testing, regression testing, performance and stress testing). Prioritized Depot Test scripts to be executed according to the test cycle
• Assisted with Siebel data validation, data loading and data set up for the Depot Logistics Partners and ASPs (Authorized Service Provider)
• Developed training materials including: presentations, manuals and exercises. Provided hands-on training and one-to-one training sessions, as required by Depot Service and Customer Care Center employees
• Provided ‘Go-live’ and post-implementation support to the Depot user group and followed-up on any issues requiring resolution by logging them in a dedicated CRM database
• Identified any Depot specific system enhancements, new requirements to be included in future system releases.
• Provided support to the business for any post-implementation Siebel Crystal reporting issues, report scheduling or report amendments.

Confidential

Business System Analyst/ Intermediate, CRM PMO and eBusiness Team

• Worked with the business units across the Canadian Division to establish standard core business processes, to drive the design of new Siebel functionality through to development and implementation
• Gathered and analyzed business unit requirements, while ensuring minimal Siebel customization, as part of periodical Canada Life CRM/ Siebel Releases
• Worked directly with the CRM Development Team and business unit representatives to define, document use cases and validate the business and functional requirements to ensure they met the design specifications conducting JAD & walkthrough sessions
• Carried out presentations and demonstrations for various audiences, in order to communicate the features/ advantages of the Siebel/ CRM Technologies within Canada Life
• Designed, documented and reviewed test strategies, test scripts and functional specifications to ensure test requirements have been met for new and existing functionality
• Defined standards for the existing and future CRM Technology users within Canada Life and assisted various business units in re-engineering their business processes
• Carried out requirements gathering for Call Centers Siebel implementation projects, including CTI & IVR testing for the Call Centers migration project from the GEO Edge platform to Siebel, as the main Customer Data Repository
• Provided ongoing support for the Siebel Call Centers functional configuration and set up processes, as well as assisted the Siebel CTI integration and configuration component integration of Siebel and Genesys applications
• Involved in the Witness eQuality integration with Siebel project, to allow for both Call Centers quality assurance monitoring and on demand voice recording within Siebel of the financial transactions, which improved their response times and the quality of service
• Supported FileNet integration with Siebel project for the Investment and Wealth Management Division, which has led to improved productivity and response times by creating paperless workflow environment
• Executed QA testing, training and post-implementation support for the Distribution Management System in Siebel, project which resulted in savings of around $1 million per year in printing and mailing costs
• Updated Siebel system documentation and training materials to be consistent across all business units
• Contributed to building CRM/ Siebel expertise within various business units, by conducting “Train the trainer’ sessions
• Ensured successful software migration from Siebel 5 version to Siebel 2000 and later to a thin-client Siebel 7 environment
• Managed daily production support/ administration for various business units, including user management issues, management of Siebel LOVs (List of Values), Siebel Visibility Rules, etc.
• Identified, logged and tracked CRM software defects and service requests in a dedicated database, as well as assisted the Production Development Support Team with problem resolution within the expected turnaround time (troubleshooting, testing and promoting the production fixes)