PROFESSIONAL SKILLS:

Analyst Skills: Software Development Life Cycle (SDLC), Agile and KanBan Methodologies, Six Sigma, Support Business areas through Analyzing needs then designing and Presenting Solutions, Change Control Impact Analysis and Communication, Adept at Prioritizing tasks and Managing Changing Priorities, Proficiency with all MS Office Professional Suite applications

Vendor Management: Experience in Operations Support, Level 2 Help desk, Managed Vendor & Outsource Relationships, SLA Management, Issue Tracking and Resolution

Business Requirements: Extensive hands on Business Requirements experience, UML Documents, OOAD, Process Flows, Functional System Design Documents, Visio Diagrams, Entity Relationship Diagrams, Use Cases, RRC, RTC, Agile, SOA, JAD, RAD

Quality Assurance: Develop and Manage Test plans, Create and Manage Test Scenarios, Coordinate and Perform User Acceptance Testing using HP Quality Center, Manage Matrix of QA and UAT Testing results, Coordinate Defect resolution with developers and retest fixes, Develop User and System Documentation

Project Management: Understanding of the Project Management Lifecycle and Methodologies, SDLC, Agile, SCRUM, Project Definition Document, Financial Institution Project Management, User Interface Project Management, Resource Management Project Management, Working knowledge of Process, Systems and Project Management

TECHNICAL SKILLS:

OS: Microsoft, Apple/MAC, Sun - Solaris, UNIX, RedHat Linux

Microsoft Tools: MS Office Suite including, Access, Excel, PowerPoint, Project, VISIO, Word

Programming Languages: C/C++, Java, VB, VBA, XML, Voice XML

Business Concepts: Six Sigma, Method 1, SDLC, Agile, Scrum, UML, OOAD, SOA, JAD, RAD

Personality: Detail Oriented, Humanistic/Empathetic Analytical Thinker, Quality-driven, Strategic

PROFESSIONAL EXPERIENCE:

Confidential, Phoenix, AZ

Service Now Systems Analyst

Responsibilities:

• Provide business requirements documentation for new functionality and/or enhancements into ServiceNow
• Regular communication with requestors, including coordination of demos and testing with requestors to validate functionality.
• Responsible for gathering Enhancement Request requirements from Stakeholders and translating it into a technical specification document
• Understand all aspects of ServiceNow Products and Platform to use as when discussing functionality of request with customer for advising impact of change on ITSM implementation
• Act as POC for Service Catalog Requests, providing updates to stakeholders on the status of the request and assess feasibility of requests and identify solution to meet request requirements
• Collaborate and partner with ServiceNow Platform Developers on determining level of effort and ensuring objectives and requirements are met
• Collaborate and partner with Service Provisioning Analyst in firming up the business requirements document and provide technical and functional consultation aligning to ServiceNow related requests
• Understand and encourage best practice implementation of ServiceNow to ensure supportability and scalability across the Enterprise Accountability of a request from beginning to end including testing and customer demo as required

Confidential, Phoenix, AZ

Lead Business Systems Analyst

Responsibilities:

• Work with all ITS technical teams to identify, develop, and document meaningful and appropriate KPIs and metrics for their individual technology delivery teams
• Support the Confidential - Operations Management in reviewing KPIs and metrics from select divisions and departments and make program recommendations for ongoing reporting
• Support the development of formalized programs to enhance visibility and transparency around IT operations as well as to identify areas of risk and to allow for current and future operational decisions to be based on reliable data
• Work with the Confidential -Operations Management in evaluating dash boarding tools to visualize metrics and KPIs at various levels from the executive (e.g. CIO/ACIO to Business Leaders, to Engineer/Staff) management, and staff. Support initiatives or efforts to implement recommended dashboard recommendations
• Work with the Confidential -Operations Management to make recommendations to modernize the delivery of technology to the organization, through formalized programs and processes for the delivery of metrics, key performance indicators, systems tracking, root cause analysis, and gap analysis and development of IT policies, standards and procedures
• Support the Confidential -Operations Management to perform and report on a gap-analysis of IT policies, standards, and standard operating procedures. Make recommendations to bridge identified gaps and assist in updating policies, standards, and/or procedures as directed

Tools: Utilized: Windows 10, MS Suite/tools, Access, SharePoint, Skype for Business, Jabber

Confidential, Phoenix, AZ

Business Systems Analyst

Responsibilities:

• Identify and define strategic business issues that require complex analysis and translate information into insight, using knowledge and understanding of the business and industry
• Consult and perform very complex analysis involving large datasets and mining from multiple sources
• Analyze business requirements and transform into features, capabilities, and/or detailed business rules
• Various analysis involving general span of multiple functional areas of business lines and/or data sources
• Interpret and present results of analysis and present recommendations in a clear and understandable format.
• Utilize Technical and industry knowledge to evaluate business requirements and create process and work flow documentation to match requirements documents

Tools: Utilized: Windows 10, MS Suite/tools, Access, SharePoint, Skype for Business, TeraData, Cisco Soft Phone, Agile, SCRUM

Confidential, Phoenix, AZ

Business Systems Analyst

Responsibilities:

• Utilize Technical and industry knowledge to evaluate business requirements
• Model data and system requirements to allow a unified user experience throughout the enterprise use of voice, video and web technologies
• Document requirements and develop use cases, activity diagrams, flowcharts, data visualization templates, test plans, OSD documents, and knowledge cases.
• Act as liaison between business, engineers and architects to support initiatives that deliver workable end-to-end enterprise solutions
• Create Security Architect Review (SAR) and Run Documentation
• Coordinate with concierge to design and create user self-help and help desk knowledge articles and web materials within Service Now
• Analyst/PM duties for HipChat and e911 project
• Design and Implement Service Now Process for HipChat issue resolution
• Support to HipChat, an Atlassian Product Suite, and Confidential Enterprise Solution with conversion over to Cloud
• Analyze, design and create GAP analysis reports
• Analyze, design and create Management statistical reporting using Pivot tables, functions and formulas
• Manage documentation on Team SharePoint Site

Tools: Utilized: Windows 10, MS Suite/tools, Access, SharePoint, Skype for Business, MS CRM, Service Now, HipChat an Atlassian suite product, Confidential CCA, Cisco/Jabber Soft Phone, Agile, SCRUM

Confidential, Phoenix, AZ

Business Systems Analyst

Responsibilities:

• Lead Analyst in creation of Web application that allows external brokers and internal Customer Service Agents ( Confidential ) to login and see the status of all the Enrollment applications submitted via various channels for the past 6 months.
• Research and extract Database information using complex SQL statements and Cross Join statements.
• Work with Center for Medicare/ Medicaid Services for Data Baselining BCBS database data with the CMS data for government and IRS reporting.
• Research and document business and system processes
• Create and maintain user stories
• Identify Solution and process improvement opportunities
• Review stake holder’s strategic initiatives and operational goals to provide recommendations
• Identify and document acceptance criteria
• Partner with business to manage scope and requirements to ensure a quality solution is designed, delivered and implemented in a timely manner within an Agile environment
• Create and obtain sign off for Functional and non-functional requirements documents
• Provide requirements traceability throughout the process to ensure business solutions meet documented business requirements
• Create Business Process Flow and Wireframe documentation
• Communicate requirements between business and stakeholders to acquire agreement
• Communicate status to project managers, team members and management
• Track and manage requirement changes and sign off

Tools: Utilized: Windows 7, MS Suite/tools, Access, SharePoint, SQL Management Server 2008 R2, MS CRM, Team Foundation Server (TFS), Service Now (Serving Blue), HEAT, Agile, SCRUM

Confidential, Scottsdale, AZ

Business Analyst/Project Manager

Responsibilities:

• Facilitate identification of business issues, needs, drivers, measurement/metrics, and desired results including
• Assist with identifying stake holders and project scope
• Inventory, review, and assess state of current business documentation and manage on Team SharePoint site
• Identify approach for requirement gathering and business analysis process methods
• Research and document business and system processes and assist in configuring Service Now system for Department
• Create and maintain user stories
• Identify Solution and process improvement opportunities
• Review stake holder’s strategic initiatives and operational goals to provide recommendations
• Identify and document acceptance criteria
• Partner with business to manage scope and requirements to ensure a quality solution is designed, delivered and implemented in a timely manner within an Agile environment
• Create and obtain sign off for Functional and non-functional requirements documents
• Provide requirements traceability throughout the process to ensure business solutions meet documented business requirements
• Create Business Process Flow and Wireframe documentation
• Communicate requirements between business and stakeholders to acquire agreement
• Communicate status to project managers, team members and management
• Track and manage requirement changes and sign off
• Maintain requirements for re-use, as needed
• Manage Software Resources for RMBS, OnBase, FSBS, and report progress
• Create Reporting Metrics
• Create BRS Business Requirements Statements
• Assist in Request for Proposal
• Research and Identify Solution options for FSBS CRM and EBAX Product issues. Author document. Train users on Products
• Create Data Models, Data Flow Diagrams and Swim lane Process flows

Tools: Utilized: Windows 7, MS Suite/tools, SharePoint, Confidential Applications (RMBS, FSBS) MS CRM, EBAX, Advance Claim, Service Now, Agile, SCRUM

Confidential, Scottsdale, AZ

Business Analyst/Project Manager

Responsibilities:

• Facilitate requirements gathering meetings and manage all Data Connect Requirements documents in SharePoint and Rational Requirements Composer
• Communicate requirements between business and stakeholders to acquire agreement
• Review stake holder’s strategic initiatives and operational goals to provide recommendations
• Facilitate identification of business issues, needs, drivers, measurement/metrics, and desired results including production of process flows, user stories and Wireframe documentation
• Partner with business to manage scope and requirements to ensure a quality solution is designed, delivered and implemented in a timely manner
• Assist with deliverable identification, prioritization, timeframe estimation, and communication plan development
• Assist with identifying acceptance criteria and document within project documentation
• Assess resource requirements and define metrics for measuring requirement throughout the research, analysis, design, development, and implementation processes
• Provide requirements traceability throughout the process to ensure business solutions meet documented business requirements
• Track and manage requirement changes and sign off, maintain requirements re-use, as needed
• Analyze systems to develop communication plans for requirements gathering, tracking, changes, testing approaches, and implementation support
• Research and document business and system processes
• Elicit and document solution requirements (e.g. business, functional, technical, and environmental requirements, goals, metrics and key performance indicators) using the Agile Scrum methodology
• Identify business improvement and solution opportunities
• Analyze documentation to identify and recommend improvement opportunities
• Create and obtain signoff on Functional and non-functional requirement documents, data flow diagrams, data models and future state models
• Manage and drive application UAT Testing Teams and report progress using HP Quality Center
• Identify solution and process improvement opportunities
• Implement continuous improvement processes
• Adjust solution and/or processes, as needed
• Manage and drive Software Remediation plans and report progress
• Finalize future state models using new solution(s)
• Facilitate transition and implementation planning
• Facilitate user acceptance test planning with the business
• Ensure business solutions function as designed and meet business requirements
• Validate XML Code, SOAP UI interface communications
• Communicate with all levels of the organization regarding status of project, testing, obtain and track sign off approvals

Tools: Utilized: Windows 7, MS Suite/tools, SOAP UI, SharePoint, Rational Requirements Composer, SameTime communications and meetings, Agile, SCRUM

Confidential, Phoenix, AZ

Business Analyst/Project Manager

Responsibilities:

• Facilitate requirements gathering meetings and translate into Technical Requirements
• Elicit and document solution requirements (e.g. business, functional, technical, and environmental requirements, goals, metrics and key performance indicators).
• Author functional and non-functional requirements
• Manage and drive Windows 7/IE9 application compatibility testing for World wide enterprise environment
• Perform solutions fit gap analysis to ensure desire solution meets documented business requirements
• Assess business readiness for change
• Facilitate transition and implementation planning
• Facilitate user acceptance test planning with the business
• Ensure business solution(s) functions as designed and meets business requirements
• Assist with and user acceptance testing
• Analyze systems to develop communication plans for requirements gathering, tracking, changes, testing approaches, and implementation support.
• Manage and drive application UAT Testing Teams and report progress using SharePoint Project Sites in an Agile environment
• Define measurements to monitor and control business solution(s) design, development, implementation, and on-going operations.
• Identify solution and process improvement opportunities
• Implement continuous improvement processes
• Adjust solution and/or processes, as needed
• Manage and drive Software Remediation plans and report progress
• Communicate with all levels of the organization regarding status of testing and obtain sign off approvals

Tools: Utilized: Windows 7, MS Suite, SharePoint, Excel Pivot Tables, Functions, Formulas, Agile, SCRUM

Confidential, Phoenix, AZ

Business Analyst

Responsibilities:

• Facilitate requirements gathering meetings and Storyboarding sessions for Internet/Intranet Web and Mobile Web applications using Microsoft MVC platform
• Create and Manage application flow diagrams, functional and non-functional requirements documents using SharePoint project site
• Inventory, review, and assess state of current business documentation
• Business Process Modeling and Data Mapping using Data Flow Diagrams and Data Models
• Perform feasibility study
• Create and Manage UML Project Documentation for web applications using Agile, Scrum methodologies
• Create Wire Frame documentation
• Create and maintain user stories with traceability matrix
• Identify and document application acceptance criteria
• Create and Manage all Use Case and User Story information and documentation
• Work on ICD9 to ICD10 Enhancements for Clinical Decision Support tool (CDST) used by Providers, beneficiaries, claims processors and Medical Review team
• Develop test plans and test cases with Requirements Traceability Matrix (RTM)
• Provide requirements traceability throughout the process to ensure business solutions meet documented business requirements
• Work with SharePoint Developer to configure company SharePoint sites
• Analyze systems to develop communication plans for requirements gathering, tracking, changes, testing approaches, and implementation support
• Perform testing, and Manage teams through Systems and business process testing
• Assist in setting up production performance regression testing

Tools: Utilized: MS Suite, SharePoint, SameTime, WebEx, Agile, SCRUM

Confidential, Phoenix, AZ

Business Analyst

Responsibilities:

• Facilitate requirements gathering meetings
• Author Workflow and corresponding requirements documents for projects using Agile, Scrum Methodology
• Research and document business and systems processes
• Business Process Modeling
• Elicit and document solution requirements (e.g. business, functional, technical, and environmental requirements, goals, metrics and key performance indicators)
• Research and identify solution options and business improvement opportunities
• Identify and document acceptance criteria
• Create and Manage UAT Acceptance Test Scenarios, including Agile stories, utilizing HP Quality Center
• Partner with business to manage scope and requirements to ensure a quality solution is designed, delivered and implemented
• Create and maintain user stories
• Provide requirements traceability throughout the process to ensure business solutions meet documented business requirements
• Communicate requirements between business and stakeholders to acquire agreement
• Track and manage requirement changes by sprint release
• Maintains requirements for re-use, as needed
• Analyzes systems to develop communication plans for requirements gathering, tracking, changes, testing approaches, and implementation support
• Coordinate and Perform User Acceptance Testing using HP Quality Center

Tools: Utilized: MS Suite, SameTime, WebEx, HP Quality Center, Agile, SCRUM

Confidential, Chandler, AZ

Business Analyst

Responsibilities:

• Business Analyst/Client Liaison/Problem resolutions for Factory Server installations group for all bank entities
• Provide Quality Control Checks for all incoming orders
• Work with ordering partners from all bank entities to clarify requirements and resolve any documentation issues regarding order
• Change control impact analysis and communication regarding orders (GAP Analysis)
• Provide product and service guidance for internal partners as needed on various aspects of vendor products and best practices
• Develop strategic relationships with vendors and internal partners
• Responsible for over-seeing and communicating SLA with vendors and internal partners regarding delivery of products and services
• Act on a consultative basis to provide internal partners with analytical approach to problem solving
• Identify and document acceptance criteria
• Responsible for all written and verbal communication between vendors and internal partners

Tools: Utilized: MS Suite, IM, NetMeeting, STSP, Pivot Tables

Confidential, Phoenix, AZ

Program/Project Manager /BA

Responsibilities:

• Responsible for evaluating existing system with proposed new system, implementing, integrating, monitoring, reporting on systems using optimized customer strategies and methodologies to support Financial customers
• Work with client for daily, weekly, and monthly MIS reporting and analysis of systems
• GAP Analysis
• Consult with business partners and delivery teams (multiple organizational entities) to capture business requirements and transcribe requirements into system specifications
• Work with business to understand and determine system implications and business processes development as they pertain to platforms and applications
• Analyze business and systems needs in terms of functional and technical requirements
• Partner with Software Team, business partners and service providers, as appropriate throughout the (SDLC) analysis, design, development, testing and implementation processes to ensure an accurate and effective product
• Develop and revise complex project plans and budgets, work with stakeholders to understand complex problems and focus team on resolution to issues, including escalation of any issue where necessary to meet timelines
• Ensure all internal documentation and reporting is updated as a result of all business analysis decisions and project implementations
• Monitor and communicate the status of all work initiatives affecting the projects to business executives, project managers, team members and senior management
• Act as an internal consultant within technology and business groups to re-engineer technical processes for greater efficiency
• Coordinate and manage the design and implementation of a detailed system test plan/test scenarios showing Matrices of UAT and data validation process results to ensure an accurate and effective product
• Create and maintain process documentation and systems user documentation using SOA principals within an Object Oriented Architecture Design (OOAD) including UML diagrams
• Design and create complete MIS reporting solutions of new platform for customer

Tools: Utilized: MS Suite, MS Project, Access, Actuate, MQ Series, Peripro, SQL, Unix, Linux

Confidential, Scottsdale, AZ

Business Analyst

Responsibilities:

• Manage all Confidential telecom vendor billing statement reconciliation and validation via communication with various global entities to ensure level of service and product receipt met contract levels
• Facilitate Vendor meetings and maintain all documentation regarding vendor disputes
• Upon validation of product receipt, enter vendor detailed product delivery invoicing data into SAP database and reconcile hard copies with MIS reports
• Consolidate various data for specialized project update reports based on PM user defined requirements
• Prepare all accruals relative to vendor statements received
• Coordinate calling card and cell phone changes and billing disputes including follow-up on any pending orders and/or disputes
• VoIP data analysis, COS updates, and UML documentation updates

Tools: Utilized: MS Suite, SAP, Winbill, Access, Outlook, Pivot Tables, Functions, Formulas