Process Service
Resume:
Ashi Shukla
***************@*****.***
Toronto
Summary
Business Analysis
Delivery & Strategy
Technical skills
Over seven years of experience within business analysis domain including process optimization & automation developing functional & technical design documentation, requirement elicitation, gap analysis, use case development & workflow analysis within retail & financial services workspace
Strong consulting & technology delivery skills to enable solutions that deliver measurable business value to customers, communicating & engaging with leadership to understand business challenges & working with build team to enable the solution that address these business goals & priorities
Peoplesoft, SAP ECC, BW, HCM applications, REM, Ensemble, SharePoint, Jira, HPQC, Cloud computing, Robotic process automation (RPA), unify 360, MS office, Visio, SQL, Data warehousing & reporting tools
Areas of Expertise
Business/ product analysis
Process improvement, Gap analysis & prioritization
Client workshops & sessions
Automation
Digital & UI/UX
Communication
Stakeholder & vendor relationship management
Negotiation skills
Product management
SDLC, & Agile delivery
Organization change management
Analytics
Client presentations
Use cases
Process documentations including BRD, functional & technical, training manuals
Requirement elicitation
Problem solving & analytical skills
Education
2004
2004
ITIL certification
MBA
2002
Bachelor’s in arts
Professional Experience
2018 – Current
CGI, Canada
Clients ~ WSIB, RSA & John Hancock (Manulife)
Business analysis & process improvement/optimization
Lead multiple initiatives to standardize the operational business process as part of business management office
Ensure process governance standards & controls, processes are as per the organizational guidelines
Worked with multiple stakeholders & diversely located delivery team & cross-functional vendors for requirement gathering. process documentation & support delivery
Supported delivery & business team during - release management process of managing, planning, scheduling & controlling build (application fixes) for different stages & environments including test & deployment
Manage communication & expectations of business stakeholders across different departments, vendors & project team to enable the process optimization
Assisted with effort estimations review for CRs, cost & budget along with change management
Service catalogue & operation standardization (NSSR Process)
As part of operation standardization, led the initiative to standardize & define the service catalogue & customer requisition process. This involved working with client leadership including the VPs, delivery leads, architects & delivery teams from different towers as storage, virtual cloud, ITSM & DB. Assisted business with requirement & UAT sign-offs & approvals
Along with requirement elicitation workshops, identified & prioritized business objectives by assigning the criticality metrics, SWOT analysis, documenting BRDs, functional & technical documentation, end-user guides, training sessions & manuals
Identified & presented use cases for the process steps to automate using RPA tools
Strategy initiatives
WSIB leadership presentations & sessions on value realization, re-designed approach, automation & process improvements metrics. Presented proof of concept solutions to highlight capabilities
Lead the initiatives to improve the process capability, effectiveness & automation footprints
Key Achievements
Program value metrics & tracking
oAchieved timely delivery of project objectives along with showcasing the both qualitative & quantitative value targets are achieved at the end of the program
oPublished periodic status updates & status meetings to track & communicate the project health to key stakeholders ensuring risks & stakeholders expectations are aligned to delivery
Process optimization & reduced costs
oIdentified additional 30% of onshore activities that could be processed offshore resulting in costs savings of $3 to 5 k/month
oLed the development & implementation RPA initiative to reduce manual footprints reducing 20-40% of costs & effort for every support tower/vertical
QA value determination metrics
oDefined a process to improve customer satisfaction for business teams
oBuild the metrics reporting product solution to showcase & track the vendor performance within IT operations
2013 – 2017
Contract Role (Multiple clients)
Capital Market Regulatory Authority (CMRA)
oWorked as business analyst being part of program management & service delivery office (Ontario) to analyse, re-design & deliver the applications & processes to set-up centralized governing body that included security commissions for provinces BC, Saskatchewan, New Brunswick, Ontario & PEI
oMy role included liaising with executives from each of the security commission offices to establish support program management & data governance along with delivery of the digital initiatives for the merger
Key Achievements
Digital strategy
oDrafted the digital strategy & implementation plan that helped the program identify transformation savings by sequencing the implementation initiatives & align to the priority of the executives
oThe roadmap helped in planning, managing, budgeting & delivery for vendors & corresponding work packages
HSBC
oAs part of my first project, worked as business analyst on US portfolio to as part of ‘to-be’ design to review & align the data governance guidelines meet the global compliance requirements (BCBS239)
oDrove improvement by streamlining the end-to-end reporting processes & reducing the EUCs (End user computing) steps
oTechnical & functional along with training documentation of the solution to assist build team with development
oIn my second assignment, I worked with enterprise data team to formalize the global risk data architecture by designing end-to-end reporting processes, IFRS reporting, review existing data governance alignment & global reporting template for Canadian & International business with risk reporting artifacts. Drafted the roadmap, cost benefit analysis recommendation & implementation strategy
oLed client workshops to document requirements & sign-offs
Key Achievements
oDeveloped the business case with individual initiatives that helped the C-suite cherry pick the transformation initiatives based on business benefits
oHelped business implement the global reporting solution (big data lake)
oHelped automate process steps to reduce EUC further assisted with setting up automation function group that would produce reusable artifacts
2010 - 2012
Capgemini
Business analyst
ABN Amro Bank
oClient was facing multiple challenges managing IT service delivery since implementation of new digital platform for retail. I worked as business analyst to identify the maturity level of existing processes across people, process & technology framework, interviewed C-suite to understand the issues & expectations across different geographies. Used my knowledge of ITIL framework to draw roadmap & place actionable recommendation for long-term sustainability. The multi-year plan included - Implementation costs & savings ($2.5 to 7.5 M over 5 years) cutting down on redundancy & deferred hiring. The costs benefit analysis provided helped them to get an approval for the next phase of the engagement
Key Achievements
Cost savings
oLed implementation of centralized solution using ServiceNow tool, this achieved the costs savings of $ 50k/month as identified in the business case
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