Hisham Sabha

**** ******* ***** *****, ****, NC *7502 ac0wpk@r.postjobfree.com Cell: 919-***-****

Over 15 years of diverse business solutions implementations, business analysis and applying technology adoption to drive change initiatives. Highly successful at delivering Oracle CRM/ERP and other enterprise applications to national and global customers in financials, technology, and eCommerce..

Excellent at all stages of the deployment lifecycle from requirements analysis, and design to production and support. Proven success in customer communications, gathering requirements, assessing risks and ensuring solution alignment.

Technical Skills

Business functional analysis, solution and design alignment

Business process capture, documentation and future process

Business rules and workflow configuration

Agile Scrum- RTC & Jira

SaaS deployment model and data

Sales Cycle support from prospecting to closing

Test planning and execution, of Unit, UAT and Integration

Lead customer requirement elicitation and discussion

Salesforce.Com

MS project, Excel, Word, Visio, PowerPoint and SharePoint

Unit, Integration, UAT test creation and execution

Customer excellence and Client Relationships

Social Media and Digital Marketing

PROFESSIONAL EXPERIENCE

Department of Transportation, state of NC, Raleigh, NC Aug 2016 – Present

Lead Business Analyst

Identify and redesign DMV’s customer web portal requirements to enhance customer self-service functions, streamline issue resolution and improve overall user experience.

Lead business analysis effort to replace DMV legacy and customer-facing web applications, data & biometric applications.

Identify and document customer requirements, as-is business process and create future process, build BRDs, FSDs including future business process diagrams and web design wireframes.

Elicit requirements using business process flows, analyze process and derive future business processes to streamline and automate DMV operations.

Identify technology and business process opportunities, workflow automation, improve customer response times and increase employee efficiencies.

Suggest best practices and opportunities for improvement throughout the business lifecycle from web touch points to resolution.

Blue Cross Blue Shield North Carolina May 2015 – Aug 2016

Enterprise Business Analyst

Led the business requirements and solution to upgrade and enhance enterprise business applications utilized by customers to manage healthcare policies and expenses.

Facilitate requirements gathering across business units ensuring that it meets external users’ needs and internal specifications.

Collaborated and coordinated business deployments with BAs, SMEs, IT, business owners, offshore developers, and QA testers.

Led solution sessions, and documented via functional specification documents using Agile Scrum to deliver phased functions.

Drove change and provided strategic, operational, and software configuration consulting in the health insurance industry.

Supported BCBSNC enterprise software configuration and implementation, project management, and process re-engineering.

Acted as business advisor, capturing and documenting business requirements in technology agnostic language.

Coordinate testing and delivery of project sprint releases with partners, external vendors and other cross tracks to ensure timeline and resource synchronization.

Infosys Technologies Feb 2011 – May 2015

Principal, Enterprise Applications

Led Infosys Oracle software deployments projects, and supported enterprise CRM/ERP implementations in the full SDLC lifecycle: requirements gathering, analysis, discovery, design/build, test, and release.

Led customer requirements via workshops and business analysis sessions, engage stakeholders, and business owners to ensure alignment and define future state.

Identified project Risks and proposed mitigations, organized requirements deployment priorities and aligned to project timelines.

Provided Infosys customers with business process implementation test planning and execution, and post go-live support.

Conduct JAD and solution sessions with super users and demo application features to obtain feedback and make corrections.

Collaborate with other business analysts and PMs across the portfolio to ensure coordination of deployment activities and impacts.

Create project plan (MS Projects), present timelines and priorities to business owners to attain validation and approval.

Worked closely with partners to enable joint programs that maximized customer reach and increased qualified leads.

Insight Systems, Inc. Sep 2009– Jan 2011

Senior Business Analyst

Assisted customers in the deployment of IT assets consolidation into a single application for configuration and financial visibility.

Conduct SDLC full life cycle deployment support from business analysis, discovery, design, data migration, testing, training into go-live and post-production support.

Deployed Insight SaaS application enabling customers to consolidate build and maintain a single system of records for all IT assets costs to gain financial visibility and actionable insight.

Assisted in identifying customer corporate data landscape, integrating data from disparate sources into a single SaaS application.

Acted as customer trusted advisor; building a relationship, identifying requirements and pain points, and coordinating enhancements and upgrades.

Work closely with assigned accounts through entire business analysis including developing training content, deliver business and end user learning and training to ensure user and company-wide adoption.

Built dashboards utilizing customer history and post-production data to deliver performance insights and visual reports.

Oracle Corporation, Redwood Shores, California

Technical Manager April 2005 –Sep 2008

Practice Manager Aug 1999 – Dec 2003

Led Oracle enterprise CRM/ERP applications deployments across implementation lifecycle: discovery, requirements gathering, solution analysis, design, business process optimization and go-live.

Supported lifecycle deployments at key national and global customer projects including Sony, Sun, Cisco,, NCR, and Lexmark.

Supported Oracle accounts and sales teams by providing pre-sales content, demo and presentation contribution.

Increased Oracle brand awareness and distinction via Channel partner training and enablement.

Built sales training collateral for Social CRM and delivered sales presentation to internal sales agents.

Analyzed customer requirements via RFIs, RFPs, and assessments to build customer-centric solutions and CRPs.

Senior Oracle Solutions Business Analyst (Independent Consultant) May 2003 – March 2005

Oct 2008 – Sep 2009

Implemented CRM service and sales automation applications for Fortune 500 customers.

Built, tested, and configured CRM service, case management, knowledge management, and security applications

for the Transportation Security Administration.

Configured Oracle applications web browsing, order processing, and service automations.

Clarify San Jose, California Oct 1997 – August 1999

Enterprise Customers, Support Lead

Provided post implementation CRM product expertise and support for Clarify Corporation key customer accounts in service, sales and marketing applications.

Supported and maintained customer service programs by owning customer issues from inception to resolution.

Bridged customer requests by translating their messages into roadmap changes for engineering and product development.

EDUCATION

Bachelor of Science, Electrical Engineering, Pratt Institute, NY

University of Latin America for Science and Technology (ULACIT)- Completed One year of course work towards a Masters of Business & Marketing.

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