Business Analyst
Resume:
Crystal Gwynn Johnson
Burlington, NC 27217
Professional Summary
Certified Business Analyst with 10+years of experience in business analysis, process development and product management. Seeking to leverage my strong problem solving, analytical skills, commitment to delivering products successfully through conception-to-delivery.
Experience
Blue Cross and Blue Shield of North Carolina Durham, NC
2013- September 2017
Sr. Business System Analyst
Provided stakeholders with communication of project expectations and key deliverables
Facilitated work group session for business process issues
Facilitated discussions with key stakeholders to determine business impact and risk
Facilitated work sessions to determine root cause and reported issue trends
Provided project coordination and stakeholder management to ensure on time project delivered meeting business expectation
Mentored lower level business analysis and provided senior support on corporate initiatives
Provided production support for issue resolution
2006- 2013
Business Analyst II
Handled functions related to operational system support including quality assurance, testing,
Software upgrades, problem resolution, development and training
Created Business Requirements and Functional Documents for Operational Excellence (OE) Projects
Provided system and procedural support for strategic departmental initiatives ensuring the delivery of business value, maintaining project scope and on time delivery
Developed project plans for project milestones and deliverables
Provided project coordination and stakeholder management to ensure on time project deliverables
Created procedures and workflow diagrams for documentation in Envision
Served as liaison between departments when problems arise in the requirement gathering stage and ensured that problems were effectively and efficiently resolved
Supported cross functional areas with business process and reporting
Worked in conjunction with ISBA to ensure that the technical specifications reflected the business requirements and functional documentation
Facilitated meetings to individual business areas to make sure that there was an understanding of interdepartmental impacts and identification of the impacted areas where documented in the functional requirements
Provided production support for projects using agile and waterfall methodologies
Collection of data used for analysis for reporting to progress of pilot projects
Assisted on business validation weekends
Gathered business process requirements for use case creation for PEGA PRPC rules
Maintained backlog of business queries and procedures for automation
2004- 2006
User Acceptance Tester
Special assignment: assigned to do user acceptance testing for PowerMHS migration
Perform user acceptance tests that adhere to the company’s standards
Validate that tests follow external requirements and specifications
Identify problems and trends and assist with resolution of system or user-generated problems
Automated test cases using Test Automation Bench (TAB)
Siebel Buy Online testing (.com Member and .com Shopper)
Executed test cases through My Member Services
PSOR commission income validation
LRSP resource for test case preparation
Created manual test cases in Mercury Tool Test Director
Key from image in Formware for Buy Online application
Siebel underwriting of new Buy Online applications
Exported test from Excel to Test Director for test case execution
Created queries for sales commission income validation testing
2002 - 2004
Operations Specialist
Coordinated process to eliminate enrollment backlog
Generated underwriting decisions letters
Assisted with individual projects
2001 - 2002
Customer Service Representative
Receive incoming calls from providers and members about benefits and claims
Provide resolutions to written correspondence in addition to phone inquiries
Assist callers with billing questions and make policy adjustments when necessary on LRSP
Assisted with new hire training for billing
Education
2018 – Business Administration Certification Alamance Community College
2008 – 2012 Business Analyst Certification George Washington University
2004- Criminal Justice Program Mount Olive College, RTP location
Certifications & Courses
2012- Visual Modeling with UML 2
2012- Lean Practitioner Training
2012- Rational Team Concert (RTC)
2012- Business Process Analysis Global Knowledge
2011- Project Management (101)
2007- Business Objects Web Intelligence Advanced XI R1/R2 Report Design Custom
2006- Use Case Training
Organizations
BCBSNC- Business Requirements Practice Champions
Software and applications
Microsoft Office Visio
Microsoft Office Project
Microsoft Excel
Microsoft Word
Mercury Test Director
Test Automation Bench
Quality Center 9.0
Siebel
Business Objects Web Intelligence XI2
DotCom
Power MHS
RRC
Planview
API (Application Process Interface)
Facets
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