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Business Analyst Resume

3.00/5 (Submit Your Rating)

Cary, NC

SUMMARY

  • Motivated self - starter
  • Collaborative team player
  • Able to multi-task under strict deadlines
  • Tactical planner
  • Organizational and project management
  • Able to manage relationships
  • Creative, yet process-oriented
  • Able to grasp technical issues and new technology
  • Able to extract and analyze data

TECHNICAL SKILLS

  • MS Office (Word, Excel, PowerPoint, Outlook, Project, Visio)
  • SharePoint, Blueprint, iRise
  • HTML, InDesign, Photoshop
  • Google Analytics, Adobe Site Catalyst, Test and Target
  • Familiar wif Tableau, MicroStrategy
  • Agile (Scrum) and Waterfall Methodologies
  • Knowledgebase Management
  • Knowledge of content delivery platforms
  • Understanding of responsive designs, wireframes, visual design concepts
  • Search engine optimization
  • Content strategy
  • User experience, use cases, process flows
  • ServiceNow, Rally, Jira

PROFESSIONAL EXPERIENCE

Business Analyst

Confidential - Cary, NC

Responsibilities:

  • Execute projects through Agile/Scrum methodology and manage requirements through Jira.
  • Support teh Methodology and Standards/Skills Capabilities, SDLC, and Agility Teams implement solutions for teh global PMO and PM community.
  • Partner wif stakeholders to create use cases and user stories to define and understand teh work processes, and recommend and deliver solutions that meet user needs and requirements.
  • Assist in design and development of complextechnicaldocumentation including, business requirements and othertechnicalproject artifacts (manuals, technicalpresentations, technicaltraining materials, data flows and process charts, and web content).
  • Ensure quality of work output for process documentation meets teh required guidelines and standards for accuracy and consistency across all business processes established by governance teams.
  • Triage and remediate defects and ServiceNow Incident/Service tickets and Jira change requests to determine feasibility in relation to existing technical requirements and processes.
  • Develop and maintain internal SharePoint site to support practitioner noledge sharing and operations.
  • Generate and/or oversee an inventory of all site content, including related assets.
  • Create and/or review site structure for teh most intuitive presentation of content.
  • Oversee content migration and create or review associated documentation.
  • Contribute to definition and management of, as well as periodic updates to, content governance and workflow (including content creation, content entry, publication, and decommission).
  • Responsible for management of, as well as periodic updates to, content tagging strategies for teh site.

Experience Design Consultant

Confidential - Charlotte, NC

Responsibilities:

  • Contributed to teh design, planning, and execution of primary research studies involving stakeholders, customers, and team members.
  • Used existing content and research to influence prioritization of customer service communication wif internal stakeholders to deliver and maintain an industry-leading customer experience.
  • Conducted SME interviews, and collaborated wif CX Designers and operations teams to understand current state processes, expectations, and unmet needs.
  • Analyzed, recommend, and documenttechnicalor business procedures, and best practices.
  • Presented material to extended project team throughout project lifecycles, including to executive stakeholders.
  • Gatheird and uploaded standards and guidelines via WordPress content management system that applied to consistency wif content and interaction design, in support of Collaboration Center of Excellence.
  • Created a customer-focused shared procedures playbook, and contributed to content strategy for a simplified review of team member survey results.

Digital Marketing Channel Manager

Confidential, Charlotte, NC

Responsibilities:

  • Utilized project management, relationship management, and QA skills for flawless execution of digital marketing campaigns using Adobe Test & Target and Coremetrics.
  • Responsible for execution, analytics, and testing of highly visible targeted online marketing campaigns for various lines of business.
  • Conducted daily performance reporting and analysis to measure and monitor campaign and channel performance, drive optimization and channel strategy decisions.
  • Analyzed metrics such as Impressions, Clicks, and CTR, and used A/B testing to drive improvement in site conversion, campaign TEMPeffectiveness, and developed reports wif marketing trends and insights.
  • Managed and adhered to multiple calendars/schedules, and reviewed creative assets to confirm they met specs/style guidelines.

Self-Service Content Manager/Business Analyst

Confidential - Charlotte, NC

Responsibilities:

  • Strategic business partner that analyzed needs and proposed ways to drive content improvements to ensure alignment wif customer experience goals, usability, design standards, and business strategy.
  • Identified and gatheird business requirements through stakeholder feedback for Help Center enhancements, e.g., FAQs, transaction flows, informative, and product page content.
  • Content management optimization and oversight for Help Center to ensure content was written in an appropriate style and tone for teh audience and platform it serviced across all lines of business.
  • Managed maintenance requests and redesign of a new online Help Center from requirements through launch to better reflect teh brand, improve user experience, engage new users, improve conversion, and decrease bounce rates.
  • Participated in testing and assisted wif defect resolution and validation process to ensure any enhancements functioned as designed.
  • Improved user engagement by leveraging Adobe Site Catalyst analytics and user testing, and provided stakeholders wif reporting on teh TEMPeffectiveness of self-service content, leveraged noledge of best practices, customer VOC, and monitored industry trends and standards.
  • Increased Help Center halpfulness votes from 70% range to 90% range.

Content Manager/Business Analyst

Confidential

Responsibilities:

  • Supported teh broader customer experience efforts of maintenance requests and implementations by working wif clients to understand teh purpose and goals of tasks, and halped define content strategy regarding HR self-service processes for their intranet websites.
  • Gatheird and documented requirements to determine impact on scope and timing, created current and future state documents, and managed internal and client reviews of configuration guides, content drafts, and final copy approvals.
  • Documented end-user workflows, made updates to client policies and procedures, and other materials as needed.
  • Coordinated development and release/implementation schedules wif cross-functional teams, created test plans, QA/QC of content, and took responsibility for accuracy of delivered content.
  • Used SharePoint collaboration portal to share and store documents, track issues, events, and tasks wif colleagues and clients.
  • Supported updates, maintenance requests, and launches of client retirement-related marketing content for microsites and print materials, and supported ad-hoc compliance mandated projects or other time-sensitive projects as needed.
  • Coordinated development and release schedules wif internal business partners and OPS team, and quality tested sites, and obtained teh necessary approvals from internal business partners.

Web Content Manager

Confidential - Charlotte, NC

Responsibilities:

  • Developed and maintained content on wachovia.com via Vignette content management system, retired and/or redirected content, and used Site Catalyst tool to analyze page views for decommissioning.
  • Uploaded files, created, named, and deleted pages in support of business unit requirements, including proactively updating existing content as needed.
  • Worked closely wif marketing teams to ensure freshness of content.
  • Edited and created concise, well-organized, and customer-focused marketing, informational content, and merger communications, ensuring adherence to style guidelines.
  • Edited material authored by others, and provided guidance to less experiencedtechnicalcontent writers.

Communications Specialist1

Confidential

Responsibilities:

  • Responsible for on-brand, simple, relevant, and timely internal communications through research and/or SME interviews to inform and drive employee engagement regarding how big data serves globalhealthcare.
  • Edited, posted, and managed content (news stories, press releases, related videos, products, and services) for a variety of websites, and collaborated wif global teams and web publishers on project goals to ensure strategy, quality, accuracy, and integrity of websites.
  • using Cision PR Software (formerly Vocus) on teh healthcare industry.
  • Identified news opportunities and strategic focus areas, and maintained editorial plan.

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