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Project Customer Service

Toronto, Ontario, Canada
March 08, 2018

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Seven+ years of professional experience as a Business Analyst in Banking, Lending, Credit Management and Risk Management sectors. Have excellent written and oral skills enabling to communicate clearly, precisely and specifically to the requirement of both, organization and stakeholders.

Blended Business Analysis methodologies with Financial Analysis (Credit Management and Risk Management) skills

Experienced working within Agile (Scrum) and Traditional (Waterfall) SDLC

Story-writer for Agile Scrum framework, wrote over 200+ of user stories of different business scope

Experienced in facilitating JAD Sessions with project leaders and stakeholders

Extensive experience in gathering, analyzing and documenting business requirements, system/ functional specifications, and supplementary specifications. Extensive experience in GAP Analysis and Process Mapping

Skilled in converting requirements into functional and technical specifications

Expertise in Rally and Jira tools to document user stories, bug tracking, collaboration, and planning

Experienced in developing UAT Plan and UAT Cases

Competent in Creating Unified Modeling Language (UML) diagrams such as Use Case Diagrams, Activity Diagrams, Class Diagrams and Sequence Diagrams

Equipped with strong analytical and problem-solving skills, keen to details, flexible, accountable and an advocate for creating a team atmosphere

Strong communication and people skills, ability to make decisions, handle multiple tasks


Office Tools

Adobe Acrobat Suite, MS Office, MS Visio, MS Project, Keynote, Numbers, 1CRM, Salesforce CRM

Data Visualization tools

Visual Paradigm, UMLet, Tableau, Gephi, Prezi

Operating Systems (OS)

Windows XP / Vista/ 7/ 8/ 10, Mac OSx


MySQL, SQL server, Oracle

Project Tools

Atlassian toolset (JIRA, Confluence + plug-ins), Rally, HP ALM

Communication Tools

Asana, Flow Dock, Slack, GoToMeeting, Basecamp2, WebEx, Skype

Software Development Methodologies

Waterfall, Agile (Scrum)


Project: Building new rules for Rules Engine Apr 2017 – Present

Company: DUCA, Toronto

Role: Business Analyst

Description: Worked in Rules Engine Team. The project was to introduce in partnership with external vendors new auto-loan calculator by creating new APIs, and new JSON services for front-end team. The calculator included custom messaging information, configurable attributes as "Trade-In" option, payment schedule and other features.


Thoroughly studied the inherent system to have a clear understanding of the business processes

Reviewed Business Rules configuration, updated rules, enhanced them and created new one as a part of products enhancement process

Created, elaborated, defined and estimated more than 50 user stories during releases

Conducted GAP analysis to understand business model and the functionalities to be incorporated into the new rules

Utilized UML tools to create Activity, Dataflow, Process flow diagrams, as well as created Wireframes and Prototypes for better understanding the UI following updates

Was participating in Release Planning session with key stakeholders

Tested output rule’s data in order to ensure rule was generating expected results

Gathered, documented and managed requirements using JIRA

Analyzed Requirements and created User Stories, Different types of UML Diagrams

Clarified and prioritized requirements by conducting Brainstorming sessions with the stakeholders and SMEs

Participated in Grooming sessions for better understanding and refining of requirements in coordination with multiple teams

Project: Risk Reporting Module May 2015 – Dec 2016

Company: Ukrainian Credit Union Limited, Toronto, ON

Role: Business Analyst

Description: Our project was to improve a set of Risk assessment and analytic capabilities essential for managing market/ credit risks in order to help create value in investment portfolios and foster comprehensive risk practices and internal controls. Worked on risk reporting module which monitored and tracked various crucial risk measures including typical reports which included tracking errors, contributors to risk.


Gathered requirements using interviews, document analysis, requirements workshops, business process descriptions, business analysis and work-flow analysis

Participated in the automation of Risks Detection Process pulling data from ODS - reduced the probability by 30%

Extensive experience in documentation of business requirements and system functional specifications, including BRD, and FRD

Designed and incorporated Use Cases, Activity diagrams and Sequence diagrams, using MS Visio

Documented and communicated System Requirements and supplementary requirements like complying with industry regulations

Act as a strategic partner between the business community and IT development teams to resolve functional and technical issues related to business applications, to troubleshoot data or transaction issues, and to review opportunities to leverage new functionality

Demonstrated strong analytical and project management skills, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements

Was heavily involved in loan and mortgage processing which involved clear understanding of Back office and worked on improving its process for clearance, settlement

Served as a liaison between business and technology and was responsible for meeting with business users, writing business and technical requirements

Worked in all phases of a project from inception to delivery and support of a system

Resourceful when solving business problems and emphasized on process improvement whenever it was necessary

Participated in Joint Application Development (JAD) sessions; acted as liaison between the business and development teams

Involved in different phases of test efforts

Assisted QA team to devise the test plan for the application by explaining the business use cases

Identified all use case components including basic, alternate and exception flows

Trained account management team on new enhancements related to the risk module

Project: Enhancement of online banking application Oct 2013 – May 2015

Company: Public Joint Stock Company "Universal Bank", Kyiv, Ukraine

Role: Business Analyst

Description: The project involves enhancing online banking application. The modified module greatly reduced the response time and show up-to-date transaction activity in a secure environment that is available anytime. The newly added Fund Manager feature enabled customers to transfer funds from one account to another, buying and selling securities, options, and equities. The Online Bill Pay module was enhanced by adding “Add a Payee Option” that enables customers to add a specific payee.


Used the Agile methodology (Scrum) during the project lifecycle and ascertained deliverables on a per sprint basis

Met with stakeholders, Product owner and end users to define and document requirements and goals

Analyzed business functions and drafted business process flows and procedure documents of as-is and to-be process

Participated in Daily stand-up meetings, Product Backlog refinement sessions, Sprint Reviews and Sprint retrospective sessions

Created business process workflow using MS Visio

Participated in brainstorming sessions and walkthroughs with subject matter experts (SME)

Responsible for Data Validation using SQL queries in a MS SQL Server 2012 environment

Captured process flows by preparing activity and sequence diagrams, pre- and post-conditions, performance requirements, volume estimates, descriptions of data passed between lanes, high-level business rules, issues, assumptions, etc.

Worked in geographically distributed team

Participated in Weekly Status Meetings with all Scrum team’s representation by reporting budget, scope and schedule risks identified internally in my team

Review master test plan, test cases and defects raised by QA team in HP ALM

Project: Online Banking Application. Basel III Implementation Sep 2011 – Oct 2013

Company: Erste Bank Ukraine, Kyiv, Ukraine

Role: Junior Business Analyst

Description: The project was about Web application of Online banking to ensure that the registered customers have easy access to their online accounts. The website also has a Customer Service Message Center where the customer could report any problems. The web application used extensive security features to safeguard the privacy and interests of customers and to check and verify the information provided by the customers. Processing Automated Clearing House payments that were done with debit cards and recurring charges.


Interviewed client employees and application owners from different business lines to gather information, understand the user’s needs, define requirements, and develop specifications

Conducted meetings/interviews and JAD sessions with stakeholders to collect business requirements as well as standardized a process that decreased requirements gathering and analysis time by 50%

Creating technical specification requirement and writing specification document, flow chart diagram and data mapping

Translated of the business requirements into specific deliverables: use cases, business process description, functional specification, interface details, etc.

Participated in prioritizing requirements, creating and maintaining Requirements Traceability Matrix (RTM)

Implemented Basel III using SAP Risk Management

Extracted data from different sources like flat file Excel data sheet, access database and SQL & Oracle relational databases and processed data to upload into the target database

Interfaced with the developers to provide all kinds of support and resources needed to resolve domain and technical issues

Conducted functional walkthroughs and UAT sessions and assisted the development of User Manuals for customers

Contributed to creation and implementation of new Change Management process that resulted in the process simplification by 70%

Trained Internal Users and their partner & management employees in the new web Based online application

Communicated with the project management, project’s stakeholders, businesses, IT

Designed and reviewed of Test cases or Test scenarios

Determined if a solution has fulfilled the requirements

Assisted the QA group with an execution of systematic and ad-hoc test cases. Logged failures so that QA Analysts may follow up to ensure resolution

Subject Matter Expert

June 2007 – September 2011

UniCredit Bank Ukraine, Kyiv, Ukraine


Provided leadership in process analysis, process and system design, and in the implementation of business systems that support functional goals and objectives

Served as a liaison between small, SME and corporate businesses of 12 branches and Board of Directors

Worked with small, SME and Corporate clients, analyzed & benchmarked of loan and mortgages applications

Identified risk and potential mitigation based on domain expertise

Demonstrated ability to support multiple projects concurrently, balancing deliverables and ability to prioritize deliverables across projects

Worked with the Policy and Procedure team as required to define new/updated policies and procedures

Liaison between developers, project manager and process/product analysts to understand the business processes, identified enhancements

Was responsible for underwriting mortgage applications to ensure that they meet bank's standards, and recommended decisions to the appropriate authority


Graduate Degree in Global Business Management

Master’s Degree in Law


EQ-i 2.0® (emotional intelligence) – Multi-Health Systems Inc. (MHS), through Humber College

Tableau Desktop for Accurate Business Analysis – Udemy

Scrum Fundamentals Certified – SCRUMstudy

Business Analysis for Decision Making – University of Colorado, through Coursera


IIBA, PMI - membership since 2012

Working towards obtaining CBAP designation

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