Maher Natsheh, PMP, ITIL

Edmonton, Alberta, Canada

Cell 780-***-****

ac816s@r.postjobfree.com

PROFILE

PMP and ITIL certified IT Professional, with comprehensive hands-on experience in business/ systems/ process/ data/ QA analysis, project management, leadership, service management, management consulting, change management, architecture, support and consultancy.

Worked on various IT projects of different types, sizes, industries, technologies, and methodologies. Projects worked on included: ERP implementation, CRM, application development, implementation, migration, reverse engineering, customization, integration, data conversion, record management, process engineering, self-service access, and service management.

QUALIFICATIONS SUMMARY

Extensive hands-on IT experience, which included:

oEleven (11) years Project Management.

oTwenty (20) years Business, System, Process, Data and Quality Analysis.

oFour (4) years IT Service Management (ITSM).

oTwelve (12) years Development, Systems Analysis and Design/Architecture.

Proven experience in diverse businesses: Government, Healthcare, Health Benefits, Gas, Parks, Transportation, Banking, Finance, HR/Payroll, Municipal, Statistics, Military, Police.

Strong management and leadership skills of various types of multi-disciplinary teams.

Managed and led the process to create project management and SDLC methodologies.

Strong skills in requirements gathering, elicitation and analysis using various models, and tools.

Effectively communicating with all types and levels of internal and external stakeholders.

Acted as liaison and key point of contact between stakeholders both internal and external.

Strong experience in application and data security and privacy protection.

Strong experience in different analysis models, project management methodologies, SDLC models, and service management (ITSM) processes.

Produced diverse range of project management, business, technical and service management documentations of various types targeted to different audiences.

Strong skills in various technical platforms, development tools and databases.

Excellent interpersonal, communication, facilitation, presentation and negotiation skills.

Dynamic, self-motivated, results and customer satisfaction oriented.

EDUCATION & CERTIFICATIONS

Bachelor of Technology in Technology Management, NAIT, Edmonton AB

Associate degree in Computer Programming, Bogazici University, Turkey

PMP and ITIL v.3-2011 Foundation certified

IIBA member, working towards CBAP certification.

Project Management Certificate, Sheridan College, Mississauga ON

Completed 2.5 years of Bachelor of Administrative Studies in IT (Business Systems Analysis stream), York University, Toronto 2007-2009

Security Clearance: Canadian Secret Level II, valid till 2020

TECHNICAL SKILLS

Platforms & O/S: Client Server, DEC-VAX, IBM mainframe. Windows, Novell, VMS, MVS

Dev. Tools: .NET, PowerBuilder, COBOL, Clipper, VB, XML, HTML, Java, ETL, HL7

Databases: MS SQL Server 7/2000, Sybase, dBase, DB2, MS Access, Oracle

Methodologies: RUP, PMI, UML, SADM, Navigator, Bates, Clarity, ITIL, Agile, SMART, IIBA-BABOK, ASAP, Run-SAP, Lean Six Sigma, PRINCE-2

Packages: MS-Project, MS-Office, Visio, Power Designer, Erwin, Enterprise Architect, Visual Paradigm, SharePoint, SAP Solution Manager, Dropbox, JIRA, Microsoft Dynamics

Privacy Acts: HIPPA, PHIPA, Bill C-6, FOIP, BS7900

PROFESSIONAL EXPERIENCE

1.Senior Business Analyst 12/2018 – 03/2019 (4 months)

Alberta Environment and Parks, Edmonton AB, Canada

Project-1: Conduct current state analysis of provincial and Oil Sands Environmental Monitoring business processes and data lifecycle for all medias and prepare visual and textual documentation (Air, Water, Biodiversity, Aquatics, climate, hydrology, sediment).

Facilitated and led information and requirements gathering meetings with key stakeholders (science, business, technical, business, monitoring agencies)

Analyzed and documented provincial and Oil Sands monitoring business processes and data flows.

Produced current state business: process workflow, data dictionary, inventory, metadata specs.

2.Senior CRM Business Analyst 01/2018 – 10/2018 (10 months)

Alberta Labour, Edmonton AB, Canada

Project-1: Alberta Labour Relationship Board Case Management transformation – Customization and implementation of Microsoft Dynamics CRM. (Agile)

Gathered and analyzed business and data requirements from business owner unit staff.

Facilitated and led requirements gathering and specs review & validation meetings with business unit.

Developed and maintained Data Dictionary, metadata, use cases, test case and issue log (JIRA).

Created user guide, Entity Relationship Diagram (ERD) and business process workflow diagrams.

Led the analysis, documentation and development of data migration processes and specs..

Led the functional and UAT testing. Maintained issues log and analyzed issue resolution.

Project-2: Selection and implementation of Workforce Statistics Data Visualization system.

Facilitated business and functional requirements gathering from workforce business unit staff/SMEs.

Created business requirements and technical specification document.

Updated business case document for the selection of a new data visualization system.

3.Senior Business Analyst 11/2017 – 01/2018 (3 months)

Manitoba Public Insurance (MPI), Winnipeg MB, Canada

Project-1: Security Score Remediation – Assess the maturity of IT service processes against ISO 27002 standards.

Investigated, analyzed, assessed & reengineered existing ITSM service processes: application mgt, event mgt, incident mgt, capacity mgt, malware mgt, business continuity.

Facilitate information gathering and review sessions with ITSM management, staff and SMEs.

Produced updated ITSM process and procedures specification documents.

4.Senior Business Analyst 05/2016 – 06/2017 (14 months)

Manitoba eHealth, Winnipeg MB, Canada

Project-1: Development of new HL7 Laboratory results interface between Dynacare (Laboratory service provider) and EMR systems used at WRHA clinics. (Agile)

Led the gathering and analysis of requirements for the sending Lab system and receiving EMR’s.

Facilitated requirement gathering, JAD and presentation meetings with business & technical teams.

Defined and documented lab results interfacing/integration strategy, model and architecture.

Created requirements, interface mapping and metadata specs following HL7 message structure.

Created and owned implementation specs detailing data translation, mapping and routing.

Created clinics and physicians’ ID setup and operation procedures and process workflows.

Led the creation of functional test plan, scenarios & scripts. Performed testing of new interface.

Participated in UAT testing of the new interface.

Project-2: Implementation of privacy monitoring COTS solution (FairWarning).

Analyzed user identification infrastructure and audit log of existing systems.

Created new audit reports conversion and analysis tool.

Project-3: Implementation of new Ultra Sound management and reporting COTS system.

Facilitated requirements gathering and presentation meetings with PM, business, technical, DI clinicians (SMEs), solution vendor and project teams.

Identified and modeled business processes and integration points.

Analyzed, re-engineered and documented current and future state business process workflows.

Project-4: Development of Primary Care Enrolment & Episodic Information Sharing System.

Gathered and analyzed business and technical requirements from the new solution.

Developed solution specs, workflow diagrams, traceability matrix, and use cases documents.

Developed interface specs between the Home Clinic registry and Patient Provincial Registry

Project-5: Internet Explorer migration from version 8 to version 11.

Facilitated information gathering and review/validation meetings with application owners and management teams (SIOs, SGMs, CSMs)

Developed project scope, approach and communication strategy.

Created and maintained inventory of web systems with remediation requirements of each system.

Developed readiness and impact assessment matrix.

5.Project Manager / Business Analyst 01/2016 – 08/2016 (8 months)

Glenrose Rehabilitation Hospital, Edmonton AB, Canada

Project-1: Development of Mobile Asset Management system. (Agile)

Developed project plan and schedule. Managed project execution and stakeholder relationship.

Developed business case document detailing viable project approaches and solutions.

Facilitated and led requirements gathering, analysis and review meetings with project team and client.

Modeled and documented current and future business processes & workflows.

Produced requirements specification, business process workflow and gap analysis documents.

6.Senior Business & Process Analyst 01/2016 – 02/2016 (2 months)

Consentia Inc; Edmonton AB, Canada

Project-1: Distributed document imaging of GoA Motor Vehicle docs (Pilot project).

Project managed full project cycle. Managed and led team of analysts, developers and QA staff

Worked closely with project and client teams to define scope, goals, deliverables and approach.

Led the analysis and documentation of new process specification and workflows.

Performed gap analysis between current (as-is) and required future (to-be) states.

Updated the business case document for the implementation of new processes.

7.Senior Business Analyst / Team Lead 07/2014 – 03/2016 (21 months)

Alberta Health Services, Edmonton AB, Canada

Project-1: Self Service Access (SSA) project, part of payroll solution transformation (PeopleSoft implementation) program.

Led the Self-Service Access team - data analysts and implementation coordinator.

Gathered, analyzed and documented business needs and requirements.

Identified, analyzed and documented self-service business process model.

Facilitated and chaired JAD workshops, requirements gathering sessions with management, business units, Payroll/personnel SMEs, scheduling SMEs, technical, shared services and OCM teams.

Developed identity management & data matching specification, models and process workflows.

Analyzed, designed and documented web portal solution to accommodate staff access.

Led the assessment of sites’ needs from Kiosk devices as per identified parameters.

Worked with OCM and shared services to develop strategy, plan & Business Impact Assessment.

Performed project management responsibilities in all project phases.

Represented the project in senior management and status reporting meetings.

Developed project charter, feasibility (business case), plan, schedules (WBS) and status reports.

Developed, maintained and managed risks register and issues log.

Monitored project budget, expenditures, deliverables, timeline, risks and quality.

Developed service model (SLM) including service process workflow and knowledge articles.

8.Senior Business Analyst 02/2014 – 03/2014 (2 months)

Alberta Health, Edmonton AB, Canada

Project-1: Development of provincial Immunization (IMM) and Adverse Events Following Immunization (AEFI) HL7 Messaging Specifications using HL7 2.3 and HL7 v3.

Gathered and analyzed business requirements. Identified change requests.

Identified HL7 standards used in the specification documents.

Updated business & technical specification documents with the new change requests.

9.Project Manager / Business Analyst 11/2013 – 04/2014 (6 months)

Canadian Nursing Informatics Association (CNIA)

Project-1: Main website re-design and development. (Agile)

Managed project planning, execution and stakeholder relationship. Developed project plan and WSB

Identified and modeled business processes.

Gathered, analyzed and documented detailed business and technical requirements.

Analyzed and designed new website model, structure, functionalities and contents.

Performed gap analysis on business processes and regulatory requirements.

Developed test plan, scenarios, cases and scripts. Led testing execution activities.

10.Service Management Consultant 07/2013 – 12/2013 (6 months)

Employment and Social Development Canada (ESDC), Ottawa ON, Canada

Project-1: Part of ERP-SAP Transformation project, to setup new Centre of Expertise (CoE) for the management, maintenance, support and servicing of SAP solutions.

Worked with PMO, project & program management, sponsor, business units and OCM.

Planned and created new Centre of Expertise (CoE) model, strategy, plan and approach.

Gathered, analyzed and documented business and technical requirements.

Using Run-SAP and ITIL models, designed and built service process models (Event Mgt, Issue Mgt, Incident Mgt, Knowledge Mgt, Business Analysis Mgt, Release Mgt, Requirements Mgt, etc.).

Developed requirements specification document and traceability matrix.

Facilitated and participated in JAD session with business, technical and ITSM teams to review and finalize solution designs.

Developed transition plan to the new SAP environment.

Coordinated project management activities throughout project phases.

11.Senior Business Analyst / Team Lead 05/2012 – 07/2013 (15 months)

Alberta Health Services, Edmonton AB, Canada

Project-1: Self Service Access (SSA) project, part of payroll solution transformation (PeopleSoft implementation) program.

Led the Self-Service Access team - data analysts and implementation coordinator.

Gathered, analyzed and documented business needs and requirements.

Identified, analyzed and documented self-service business process model.

Facilitated and chaired JAD workshops, requirements gathering sessions with management, business units, Payroll/personnel SMEs, scheduling SMEs, technical, shared services and OCM teams.

Developed identity management & data matching specification, models and process workflows.

Analyzed, designed and documented web portal solution to accommodate staff access.

Led the assessment of sites’ needs from Kiosk devices as per identified parameters.

Worked with OCM and shared services to develop strategy, plan & Business Impact Assessment.

Performed project management responsibilities in all project phases.

Represented the project in senior management and status reporting meetings.

Developed project charter, feasibility (business case), plan, schedules (WBS) and status reports.

Developed, maintained and managed risks register and issues log.

Monitored project budget, expenditures, deliverables, timeline, risks and quality.

Developed service model (SLM) including service process workflow and knowledge articles.

12.Senior Consultant / Transition Planning 11/2011 – 03/2012 (5 months)

Alberta Solicitor General & Public Security, Edmonton AB, Canada

Project-1: Alberta Police Integrated Information Initiative (API3). Management consulting for the creation of AMS organization to manage & support new system in production.

Planned transition activities with build, implementation, AMS and client teams.

Defined and structured AMS organization to manage and support the new solution in production.

Developed incident and problem reporting processes.

Facilitated discussion & presentation meetings with business, technical operations, and project teams.

Led the process to define and plan transition needs, model, approach, timeline and tools.

Developed transition plan: scope, goals, deliverables, HR, approach and processes.

Supported the execution of multiple UAT sessions on integrated solution.

13.IT Analyst / Project Manager 06/2011 – 12/2011 (7 months)

Shell Canada, Calgary AB, Canada

Project-1: Set up new Safety Induction Training Centre at a College in Fort McMurray. (Agile)

Facilitated project planning meetings with project sponsor, PMO, management, business units & OCM.

Played key role in the business planning of the new training centre.

Led the gathering, analysis and documentation of business and technical requirements.

Produced detailed business process and data workflows.

Performed COTS solution research and evaluation and fit/gap analysis.

Managed and led the process to define project scope, goals, deliverables and risks.

Produced project charter, scope statement, plan, and MS-Project schedule (WBS).

Presented project findings to IT management and key stakeholders.

Produced test strategy, plan, scenarios, cases and scripts for UAT testing.

14.Senior Consultant / Business Analyst 08/2011 – 11/2011 (3 months)

Alberta Tourism, Parks and Recreation, Edmonton AB, Canada

Project-1: Finalize the Business Case for the replacement of Parks Division’s legacy system.

Worked with PMO, IT management and business unit teams.

Produced SOW: scope, goals, deliverables, schedule, approach and timeline.

Led the gathering and analysis of business, technical and integration requirements.

Produced detailed requirements specification document.

Modeled and documented current and future business processes & data workflows.

Researched and evaluated COTS applications that meet core business requirements.

Performed build vs. buy analysis and evaluation using weighted scoring model

Performed gap and fit/gap analysis on potential viable COTS products.

Documented current state, future state, gap analysis, fit/gap analysis, risks, impact, cost estimates.

Presented project findings to parks division, IT and PMO management.

Updated and finalized project’s business case for senior management.

15.Senior Business Systems Analyst 10/2010 – 02/2011 (5 months)

Regence Group (Blue Cross, Blue Shield of Oregon), Portland OR, USA

Project-1: Migration and remediation of company systems using International Classification of Disease (ICD) from version 9 to version 10.

Investigated the use of ICD in the technical infrastructure across the organization.

Designed and created systems inventory database.

Performed impact assessment and identified remediation requirement.

Assessed, evaluated and tested multiple UML modeling tools.

Designed and Developed UML based data inventory and control process.

Investigated ICD code translation (from version 9 to version 10) process and tools.

Participated in the development of project scope, approach and best solution practices.

Participated in the development and finalization of project’s business case.

16.Senior Business Analyst 04/2009 – 03/2010 (12 months)

Alberta Blue Cross, Edmonton AB, Canada

Project-1: Development of integration system between new core enterprise solution and departmental legacy claims adjudication and reporting systems.

Reverse engineered departmental systems, extracted business and data specifications.

Gathered, analyzed and documented business requirements

Produced business process models and data models using UML modeling tool.

Produced data mapping, transformation specs and metadata for identified integrations.

Facilitated JAD sessions to design data and system architecture and business functionalities.

Worked closely with management, business, technical, and QA teams.

17.Project Manager/Business Analyst 01/2008 – 10/2008 (10 months)

Esprida Corporation, Mississauga ON, Canada

Projects: Multiple devise remote monitoring and messaging application development projects.

Worked with senior management on business planning, project selection, and status reviews.

Project managed all phases of s/w development projects.

Created project plans: scope, time, cost, quality, risk, HR and communication.

Led business analysts and QA teams on s/w development projects.

Led the assessment, verification and re-creation of business analysis processes (Methodology).

Defined and documented business process and data models and workflows.

Performed requirements gathering from internal and external stakeholders.

Produced business specification documents (use cases).

Analyzed, designed and documented new bio-metric based login model.

18.Projects & Development Manager 07/2007 – 10/2007 (3 months)

Smart Processing Solutions (SPS), Toronto ON, Canada

Projects: Management Consulting, managed IT department re-structuring and organization.

Member of senior management team for strategic planning and portfolio management.

Created and implemented project management and SDLC policies, processes (Methodologies).

Defined department and projects’ needs from resources. Recruited new resources.

Produced new organizational chart, roles description and responsibilities.

Facilitated and chaired scoping and planning meetings with key stakeholders.

19.Project Manager 07/2003 – 02/2007 (44 months)

TransCore Link Logistics, Mississauga ON, Canada

Projects: Multiple projects for the development and upgrade transportation systems.

Project managed all s/w development projects and production support activities.

Facilitated meetings with senior management for strategic and portfolio management planning.

Facilitated project planning meetings with management, business and IT teams.

Created project plans: scope, time, cost, quality, risks, HR, communication, integration.

Developed, managed and maintained IT department road-map.

Created and implemented enterprise discipline of project management (Methodology)

Developed and maintained individual & consolidated MS-Project schedule plans (WBS).

Produced and presented detailed project specific and consolidated status reports.

Created and implemented SDLC processes, procedures and standards (Methodology).

Produced new organizational chart, roles description and responsibilities.

Recruited, managed and led newly formed business analysis and QA teams.

Key point of contact between business, technical, client, vendor, and management.

Facilitated requirements gathering and JAD sessions with business units and operation SMEs.

Performed business systems analysis for new applications and change requests.

Led procurement activities and preparation of RFPs and SOW for required GPS solutions.

Managed and performed performance reviews for all IT staff.

20.Lead Analyst, Security & Data Management 07/2000 – 03/2003 (33 months)

MedcomSoft, Toronto ON, Canada

Projects: Development of EMR products in the Canadian, US and Australian markets.

Led team of security & data management analysts, to ensure the compliance of EMR products with health privacy and security legislations in Canada, USA and Australia.

Managed HL7 integration requirements between EMR system and client systems.

Performed requirements gathering from various internal and external stakeholders.

Facilitated JAD sessions and meetings with business units, EMR SMEs, technical and QA teams.

Produced security/privacy gaps and vulnerability analysis document.

Developed security and privacy use cases following UML techniques.

Project manager for system development projects and data management activities.

Led the assessment, verification and re-creation of business analysis processes (Methodology).

Product manager for the Canadian version of the EMR product.

Performed business systems analysis for Lab, Diagnostic Imaging, & scheduling modules.

21.Project Manager 03/1999 – 09/1999 (6 months)

St. Joseph’s Health Centre, Toronto ON, Canada

Projects: The development of Lab Information Management system, and the selection and implementation of Pharmaceutical Information Management System.

Project managed the development of Laboratory Information Management System.

Project managed the procurement and implementation of Pharmaceutical Info. Mgt. System.

Created detailed project plans and schedule (WBS) using Bates PM tool.

Led business and technical requirements gathering, analysis and documentation.

Led the process to evaluate and short list received proposals (responses to RFP) from vendors.

Facilitated and chaired proposal evaluation meetings with management, business units, technical teams, and presentations by short listed vendors.

Performed stakeholder analysis to identify needs and communication channels.

Worked closely with key stakeholders including lab staff, pharmacy staff and physicians.

22.Business Systems Analyst 08/1998 – 12/1998 (4 months)

CIBC Mortgages, Toronto ON, Canada

Executed full life cycle of Y2K project on mortgage recording and follow-up system. Performed: reverse engineering, analysis/design, coding, QA, and implementation.

Performed new requirements gathering, analysis and design for the rewarding system.

23.Computer Consultant 10/1997 – 07/1998 (10 months)

Quantum Information Resources, Mississauga, ON, Canada

Reverse engineered legacy systems for Bell Canada (migrating from OS/2 to Win NT).

Reverse engineered legacy systems for Dofasco Steel (migrating from m/f to C/S).

Developed detailed business and technical specifications documents.

24.Developer / Business Systems Analyst 01/1984 – 09/1997 (165 months)

Riyadh, Saudi Arabia

Application Consultant Arabian Computer Projects 08/1995-09/1997 (26 months)

MIS Manager Saudi Cast 04/1995-07/1995 (3 months)

Systems Analyst Arab National Bank 07/1993-04/1995 (22 months)

Sr. Business Analyst Mawarid Holding 01/1991-07/1993 (31 months)

P/A & s/w Specialist Consulting Centre for Fin. & Inv. (CCFI) 01/1984-12/1990 (96 months)

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