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Business Analyst

Burlington, NC
June 14, 2018

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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.


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


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


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


Business Objects Web Intelligence XI2


Power MHS



API (Application Process Interface)


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