Senior Business Analyst
Resume:
Paul Naraine
Senior Business Analyst - I understand your business
Mississauga, ON L5L 0B6 *********@*****.*** - 1-917-***-****
Paul Naraine
Senior Business Analyst / Business Architect
“I understand your business”
Just the numbers
25+ Years Mgmt. Consulting for small to large cap firms
18+ Years Business & Systems Analysis / Solution Design / Business Architecture
12+ Years as a Senior Business Analyst
5 Years as an Employee at Janna / Siebel / Oracle 50+ Full lifecycle Projects / Clients
Industries and Clients
1.Healthcare: Government of Alberta, Siemens Healthcare USA, Tissue Banks International
2.Equipment Handling: CHEP USA
3.Supply Chain: Descartes Systems Canada
4.Advertising: Yellow Pages Canada
5.Insurance: Standard Life Assurance Canada, MetLife USA
6.Telco: AT&T USA, Sprint
7.Transportation: CN Rail
8.Aerospace / Defense Railways: Bombardier Canada
9.Wealth Management: Bessemer Trust, USA
10.Financial Services: Morgan Stanley Dean Witter, CIBC World Markets, Canada Trust, Royal Bank Dominion Securities
11.Information Management: Open Text Systems
12.Media: CBC
Business Process Reengineering in:
1.Sales & Marketing
2.Quotes (Configure, Price, Quote)
3.Proposals
4.Orders
5.Contracts
6.Assets
7.Service
WORK EXPERIENCE
Senior Business Analyst
Siemens Healthcare - May 2012 to December 2015
Brought in to help Siemens onboard the newly acquired Diagnostics (DX) business
1.Responsible for areas in: Quoting, Pricing, Discounting, Leasing, Email Approvals and Migrations across systems and businesses
2.Designed home grown DX Configurator (Sales Quote engine) that connected to Siebel and leveraged Siebel information (Accounts, Products, Price Lists etc.) and priced a new Quote, then saved the Quote back to Siebel.
3.Developed Analysis documentation, Functional Specifications, Use Cases, Test Scripts, Performed
Validation Testing, Hosted User Acceptance Testing
4.Systems Development Life Cycle Methodology (SDLC): Agile
CHEP, Senior Business Analyst, Functional Lead, CRM Business Architect
Global CRM - August 2007 to April 2012
Initially engaged with the customer for 3 months to mentor the business analyst team and provide training, structure, and best practices. The position evolved to becoming the Functional Lead for the CRM BA team and coordinating multiple project deliveries for the Global CRM practice.
As CHEP's CRM Strategy evolved, I was awarded the responsibility of driving the CRM Strategy and aligning it to CHEP's Organizational and Business strategy
RESPONSIBLE FOR AREAS IN:
1.Loyalty Program Management
Designed an effective solution to capture and manage Net Promoter Score information
2.Marketing & Campaign Management
Defined closed loop marketing solution using Eloqua marketing platform to nurture leads and create Opportunities in Siebel
Generated Business Transformation Strategy with respect to how CHEP treats Leads and Opportunities with the Campaign life span 3. Opportunity Management
Designed Position Based Opportunity Report to Pipeline of Revenues from the top level down 4. Master
Account and Contact Data Management
5.Customer Account On Boarding Enhancements
6.Account Summary Land & Launch Portal Page
7.Contact Management (Matching / Cleansing)
8.Customer Account Intelligence Monitoring & Notifications
9.Account Blocks & Notifications
10.Automated Service Request Generation
11.Automated Account Closure Process
12.Collaborative Notes (Internal / External / Private)
13.Financials
14.Order Management (Siebel to SAP)
15.Credit Request Management (Siebel to SAP)
16.Audit Resolution Authorization Plans / Lost Equipment Notes
17.3rd Party Audit Management Process
18.Customer Contract Management
19.Call Center / Closed Loop Issue Resolution
20.CISCO CTI – Siebel Integration Strategy BAPI / IDOC interfaces, Real time and Batch
Lead Analyst for Custom Credit Request Process
CHEP, CRM - January 2008 to July 2008
Architected the solution to capture and approve Customer Credit Requests in the CRM tool and send to downstream systems.
THE SOLUTION:
1.Administer Credit Requests across the enterprise
2.Enter and Submit a Credit Request
3.Manage items of a Credit Request, such as the Line Item Calculation, Notes, Attachments and Approvals
4.Approve a Credit Request via Siebel Inbox
5.Interface Credit Requests with the downstream back office SAP system to create Sundry Invoice to issuethe credit to the Customer and 6. View Invoice information in Siebel against the actual Credit Request
6.View Invoice information in Siebel against the actual Credit Request
Sales Report Designer for Enterprise Opportunities
CHEP, CRM - January 2008 to March 2008
Allowed leadership to make quicker, better decisions and adjust strategy
THE SOLUTION:
1.Designed a single report that was used by the Sales Director and multiple managers that showed the irrespective teams Sales Opportunities, in both a Summary and Detailed Format.
2.The Opportunity Report displayed all the Miller-Heiman Blue Sheet Opportunities from the Sales Rep level summed up to the Team Level, breaking out the Revenues and Volumes by Sales Stage and Duration in each Stage
3.The Report also provided the ability to be run in Summary or Detailed mode, for any given date period, for any Sales Stage, and sorted by various parameters. This was the first Parameterized report of its kind at CHEP
CHEP, Lead Business Analyst – Audit Resolution Project
Global CRM - November 2007 to February 2008
Designed solution to allow CHEP to perform a Request for Credit (a.k.a. ARAP / LEN (Lost Equipment Note) Relief) based on the outcome of an audit of a customer's pallet inventory, I.e. Surplus or Shortfall.
THE SOLUTION:
1. Eliminated the manual tracking of requests in various forms (emails, excel, phone calls) and consolidated the requests into the CRM system for enterprise level reporting and leveraged an automated approval process.
ACCURACY ACROSS THE PROCESS HAS BEEN GREATLY IMPROVED.
Senior Business Analyst - Declaration Monitoring and Electronic Data Interchange (EDI) Global CRM - October 2007 to December 2007
Designed a dynamic solution to automatically create Service Requests intelligently and assigned to Customer Service teams, based on a Customer's failure to declare product movement.
The solution:
1.Integrated 3 systems; SAP, Business Intelligence, and Siebel CRM and provided enterprise users the ability to tweak product pallet flow through ratios, and number of declaration days ad-hoc.
2.Automatically created Siebel Service Requests with attachments of Failed EDI Customer Transactions via Web Services between SAP XI and Siebel CRM
3.Automatically created Siebel Service Requests with attachments of Customer's EDI Location Data to be used in the CHEP Match process
Functional Lead
Global CRM - August 2007 to October 2007
Implement software life cycle methodology for Siebel CRM Projects, mentor the full-time global Business Analysts Team, and provide direction with respect to the CRM platform
The Result:
1.Developed and implemented foundation road map methodology
2.Identified and developed ways to utilize CRM Best Practices and design techniques to accomplish CHEP business goals.
3.Provided functional and technical guidance and advice to Business Owners and internal CRM Staff
4.Identified and assisted in establishing roles and responsibilities for supporting a multi-phased CRM Environment
5.Identified, planned and recommended changes to CHEP's organizational aspects of the people (culture, leadership, training), process (SOP's, direction, guidance), and technology (requirements definition, gap analysis) in order to support better CRM information availability and decision support.
CRM Functional Lead, Senior Business Analyst
Government of Alberta - January 2007 to July 2007
Functional Lead / Business Solutions Architect for Health Registration / Enrollment / Premium Billing & Collections Project
Work covered:
1.Involved in strategic consulting with Government of Alberta (GoA, AHW) client to define Business Vision and Business Transformation
2.Streamlined case management across channels for citizens, service providers and other government agencies interacting with Alberta Health and Wellness services
3.Person Management - Integrated electronic case management for Eligibility and Enrollment processes (with history) across multiple systems: HIPAA and regulatory adherence / compliance requirements met by design 4. Designed Service Request Data Collection and Creation process for automated Case Assignment based on case worker's workload; allowed for automated Case Processing with Claims providing the ability to monitor case volumes and workload
5.Responsible for defining and delivering end to end solution to AHW client for Siebel implementation in a phased approach that spanned multiple releases over a 3 year period
6.Contributed implementation experience to CGI System Integrator Project Management team towards developing several project plans, tasks and deliverables
7.Responsible for delivery of overall Siebel Solution Scope documents
8.Conducted RAD / JAD sessions with AHW Client to increase ROI and cultivate trusting relationship / rapport with the client
9.Managed and mentored several system integrator consultants as well as AHW Clients (who attend 'boot camp' training) providing direction with respect to large rollout Siebel implementation.
10.Overall support the CGI system integrator to ensure the AHW project was 'bred for success'. I.e. The right mix of consultants / experience / process and methodology to ensure a successful Siebel Implementation.
CGI, Functional Solution Lead
Government of Alberta - January 2007 to July 2007
Partnered with CGI Team to perform Definition, Discovery, Design for the Government of Alberta
Functional Solution Lead
Capital Technology Partners - August 2005 to July 2007
See Client Project in this time space
Functional Lead R3 Electronic Products
Yellow Pages Group - August 2005 to November 2006
Solution encompassed: Lead Generation / Campaigns / Opportunity Creation / Multiple Quotes (Parent Child) / Orders and Customer Asset Mgmt.
The Solution:
1.Recommended approach was to go custom vs buy of Siebel Campaigns due to product limitations and cost to implement
2.Heavily leveraged Account Segmentation model to align to Campaigns
3.Designed YPG Offer Management Tool to Create / Manage / Track Offers
4.Responsible for analyzing the business needs of Sales, Operations, Finance and Mgmt.
5.Facilitated user labs, brainstorming sessions and acted as liaison between PMOs, Business SMEs, IT, QA and Build teams
6.Worked with Interface Teams to drive / capture system requirements
7.Delivered Solution Design Document encompassing both Functional and Technical Design
8.Made recommendations to improve/streamline the 'to be' system design and business process
9.Managed BA Team and mentored Junior Business Analysts - Process Mapping, Procedure
Development HPT's (Human Performance Technologies)
Senior Business Analyst
MetLife - April 2004 to August 2005
Designed a implemented a total rewrite of the Siebel application whereby even Siebel could not recognize the product - known as Sales Radar, the solution is heavily used by Institutional Sales
The Solution:
1.Designed functionality to address Sales, Opportunity / Quote and Lead Management, D&B Account
Integration, Book of Business, Employer/Intermediary Relationships
2.Analysis of multiple systems integrating with Siebel and Quoting/Opportunity Engines
3.Product Integration - Pre and Post Sales Inforce Products4. Data Quality Analysis across multiple business units and processes
5.Palm - Lotus Synchronization Deployment Analysis 270 plus users.
6.Managed and supported Mobile Client rollout of 400 users; all wireless.
Senior Business Analyst
Siebel Systems - August 2000 to April 2004
See detail
See Client Project in this time space
Senior Business Analyst
AT&T - November 2002 to October 2003
Brought in to lead Team of 17 Business Analysts among team of 104 to build a new process to allow quoting known as Design, Price, Propose, and Contract (DPPC)
THE SOLUTION:
1.Client faced a problem many companies face today; implementing an eCRM strategy along with multiple legacy systems (51), while trying to re-engineer the business processes and manage the project politics of any Siebel implementation.
2.I lead the Analysis crossing multiple lines of business, involving complex customizable products, legacy systems (asset - product, credit management, contracts, and orders) to produce an end to end solution.
3.Responsible for gathering business requirements and developing solution design documentation for the implementation of a national ordering system using Siebel 7.5.2.211 eCommunications (project started on 7.0.4), focusing on the area of quotes, proposals, contracts and orders for new installations ("adds").
4.Requirements and solution formed the base quote to order to asset process. Worked closely with the technical development team during the technical design, build phases, and testing phase. Quote and Proposal design streamlined the product offerings to clients to produce a more accurate proposal/order.
5.Initiated the Siebel to back-end provisioning system integration requirements gathering process for "adds" and for Modify, Change, and Disconnect (MACD) type transactions.
6.The solution enabled account executives to easily navigate the system and perform MACD functionality.
7.Designed solution interfaced (and replaced) several client systems and consolidate account / product /contract data on a common platform from multiple products houses, credit systems, Integrated Order Mgmt. System and contracting systems. Resulting solution offered client a faster quote to order cycle time, and decreased errors to downstream billing systems.
Functional Solution Lead, Senior Business Analyst
Standard Life Assurance Company - May 2002 to November 2002
Solution leveraged Partner Relationship Module (PRM) application in order to "report" information about their distribution channel i.e. Broker offices and agents.
THE SOLUTION:
1.Worked closely with Technical Architect to develop the end to end solution under extreme deadlines
2.Leveraged Siebel eInsurance Partner Relationship Management (PRM) Application to fill requirements3. Analysis of Siebel Incentive Compensation Module (no integration with back end) to allow defining and creating budgets for various comp types: tiered merits, promotions, stock grants and variable pay / Created rollup/roll down Reporting Hierarchies etc.
4.Incentive Compensation - Client wanted to implement IC to reward/track/report on payments to multiple brokers/broker codes (1:M)
5.Requirements gathering for clients complex sales models
6.Integration requirement with respect to Order systems
7.Understanding calculations/formulas to reduce error handling
8.Analysis of sales crediting systems and sales hierarchies rollup/down reporting.
9.Analysis of Variable Plan elements
10.Performance Analysis i.e. SLS Order Vol., # of plans, participants, rules (aggregate/non plan rules, freq.
of calc. Runs.
11.Gathered Analytics Reporting Requirements
12.Identified reporting requirements, including specific reports, formats, and delivery formats that affected development effort
13.Performed detailed source system analysis; helped identify desired data elements, their relationships within the source system, and other attributes such as frequency of update, data quality and analysis of historical data.
Systems Analyst
CIBC World Markets - May 2002 to May 2002
Senior Business Analyst
CN Rail - March 2002 to May 2002
Solution: Leveraged Siebel to integrate with custom pricing database for transportation Quotes
Lead Business Analyst
Bombardier - February 2002 to May 2002
Phases: Definition / Discovery / Design
Solution: Design Dealer Portal (Boss Web) for 1000's of dealers to login and collaborate with Bombardier
RESPONSIBILITIES:
1.Analyzed and documented the current and future-state business processes and systems
2.Lead interviews with customers to define functional, security, performance and system requirements
3.Delivered informative, well-organized presentations to the business units
4.Facilitated sessions, including software demonstrations
5.Conducted gap analysis of system functionality and target requirements
6.Lead design review sessions and documented the detailed functional design
Senior Business Analyst
Sprint Nextel - December 2001 to January 2002
Requirements Analysis and Design on Telco Product Model
Senior Business Analyst
Bessemer Trust - March 2001 to May 2001
Led the Discovery phase of the CRM Solution leveraging the Siebel Financial product
Senior Business Analyst
Morgan Stanley - August 2000 to March 2001
Designed CRM Solution to manage MSDW's Contacts and Account Hierarchy
Senior Business Analyst
Janna Systems - September 1999 to August 2000
Successfully deployed solutions for the Wealth/Asset Management, Investment Banking and Insurance Sectors
Business Analyst
Epicor - January 1999 to June 1999
Designed and Implemented ERP/CRM Solutions using the Clientele platform CLIENTS:
1.Tissue Banks International (*Most Interesting - Developed a CRM system to track donors/body parts)
2.Descartes Systems Group
3.Open Text Corporation and CBC
Principal Management Consultant
Clearstream Canada Corporation - August 1997 to January 1999
Provided Mobile CRM Solutions to Private Sector and Government clients
CLIENTS:
1.Canada Trust Banking
2.Royal Bank Dominion Securities
3.Region of Waterloo Government
Director
Fashoda Technologies Corporation - April 1989 to August 1997
Owner of FTC Subsidiary, Mobility Works! Corporation - providing mobile CRM solutions to Retail, Commercial, and Government
Thank you for your time and consideration. Please contact Paul Naraine@917-***-****
EDUCATION
University of Waterloo
AWARDS
Bill Duff, Vice President at CHEP Customer Experience Global Operations
“I worked with Paul on solutions for CHEP that will allow us to proactively manage aspects of accounts something that our organization has been striving for over the last 5 years.
Paul listens to the Voice of the Customer and is able to deliver solutions that are directed at one of our KPIs in the US business. It has laid the foundation for future solutions for all the KPIs for the US business and can be adopted on a global scale.
Paul possesses excellent technical, analytical and personal skills. Paul assisted with all phases of the project from brainstorming the concept to development of test scripting and quickly resolved any defects that arose during testing. The end result was one of the smoothest implementations of a project that I have been involved in during my 6 years with CHEP.
It has been a great pleasure to work with Paul and I look forward to working him with on future innovative projects at CHEP that will drive change and push revenue growth, account management, and asset productivity”
Marc Gregory, Sales Radar Project Manager at MetLife
“Your contributions were terrific and add so much value to our organization. Thank you for everything that you did to make this rollout a success! Your dedication was unparalleled”.
Myrna Gosnell, Senior Business Architect at Government of Albert Health Services
“Paul joined the Client Connections Integration Project mid-stream and at a critical stage when many of us were experiencing a sense of frustration. His personable nature and willingness to listen helped ground the project. Paul demonstrates exceptional people skills and diplomacy which, combined with his excellent technical knowhow and organizational skills, paved the way for us all to achieve a greater understanding of the business needs and the possible technical solutions. We would welcome the opportunity to work with Paul again in the future”
Scott Lawrence, Vice President at CGI Case Management
“You have been, and will continue to be, an important part of our team and your skills and leadership will be critical to our success with this project. Thank you for your contributions”
Curtis Graham, Group Vice President at Oracle Cloud
“Paul is committed to making his customers successful. He works late nights and weekends to ensure the customer is satisfied. He will do whatever is required to get the job done.” Siebel Systems Ltd.”
Bruno Patenaud, Project Manager, DRM Broker Project at Standard Life
“Mr. Naraine has an excellent grasp of the underlying Siebel eBusiness and infrastructure. This enabled him to design a very simple, yet robust, data model solution to satisfy all of our business processes and requirements at Standard Life Assurance Company.”
Normand Theberge, Chief Architect at Yellow Pages
“Paul's technical and analytical skills are excellent. He simplifies complex business and system process into language that everybody understands. During the project Paul led the Siebel Customer Order Management Release, through Solution Design to Testing. He also supported the Change Management team work through understanding both what the system and business future modes of operation will be. It was pleasure to work with him on Yellow Pages project and I hope to work with Paul and I hope to work with him in the future.”
Herman Lee, Product Specialist (All lines of Business) at AT&T
“In addition to Paul’s excellent technical and analytical skills, he also demonstrated a strong willingness to listen to our real business needs and to try his best to meet the customer’s expectations by leveraging Siebel technology and his creative thinking. We sincerely hope that Paul can stay on with this project until we deliver the product. Without his continuing technical leadership and contribution, it will jeopardize the successful delivery of the AT&T eCRM platform”
Dawn Curraro, 12C RPO for the Americas at Brambles
July 26, 2014, Dawn worked with Paul at CHEP
“Paul is great at project management. He listens to the business and communicates which is hard to come by. Most people say no the system can't do that but Paul keeps searching for a way to meet his customers’ needs internally and externally. We really wish he stayed at our company”
Allen Olczak, Siebel Solution Architect at Oracle China
December 2, 2008, Allen reported to Paul at CHEP
“Paul is an exceptional Consultant, one of the best that I ever had the privilege of working with. He was the Architect for a very large and challenging project at AT&T North America. Paul has strong Siebel functional knowledge and at the same time excellent people, communication, leadership and management skills. He demonstrated exceptional capabilities in managing customer expectations while at the same time balance solution performance extensibility, scalability, and upgradability. Very focused and detail oriented.
CERTIFICATIONS
Siebel
Versions: 8.0 7.8.2, 7.7.2, 7.5.x 7.x
Siebel Healthcare Case Management
Siebel eCommunications / eMedia
Siebel Financial Services / eInsurance
Siebel Field Service
Siebel Partner Manager, Portal, eChannel
Siebel Call Center Siebel Sales (CG) / Siebel Automotive / Siebel ePharma
Knowledgeable about many Verticals/Processes/business and ready to become part of your team
Siebel
1.Multi-Active Authorized Trainer for North America, Maximizer
2.Certified Clientele Applications Consultant, Clientele Corporation
3.Certified Information Systems Security Professional, CISSP
4.Siebel 7 Certified Consultant, Siebel
5.Siebel Customer Certified Consultant, Siebel
6.Siebel Certified 2000 Consultant, Siebel
7.Siebel Certified Business Analyst, Siebel
Meet Paul
Mr. Naraine is an Independent Management Consultant to many top clients in North America and typically wears the hat of Senior Business or Systems Analyst. He brings with him many industry implementation Best Practices. He has strong experience in the Sales & Service processes with a vast knowledge of the Customer Order Management lifecycle.
Paul possesses decades of Business and Technology Management Consulting experience with a strong technical understanding of information architecture. He has managed large teams of 17 Business Analysts and been a member of global teams and understands the importance of integration; both of resources and how the project fits into a client’s existing structure. He has extensive knowledge in many industries especially Telecommunications, Insurance, Finance, Healthcare and Pharma.
Paul immerses himself in his clients’ business and truly understands what is needed in the areas of Business Analysis, Process Analysis, Requirements Gathering, GAP Analysis, and adapting Best Practices to benefit the client. He is an asset throughout all phases of an implementation and is able to ‘land on the ground running’.
Contact this candidate