Customer Service Management

Subin Joseph

LI: in.linkedin.com/in/subinjsph

Phone: +1-416-***-**** * Email: *****.****@*****.***

Profile: Business Analyst

An IT professional with 8+ Years of experience with focus on Business Analysis and Project Management, Change management, Technical account management, implementation and application support in Finance, Marketing, Insurance, Retail and Telecommunication sector.

Certified ITIL and PRINCE2 professional and a good team player.

Strong experience in writing User stories, Business requirement document (BRD), Functional specification document, Project plan and tracking, Test scenarios, Test cases, User acceptance testing (UAT) plans and Release management that incorporate business rules for business system applications.

Solid understanding and knowledge on Software Development Life Cycle (SDLC) and Hybris management software.

Expertise in report developers (MS Excel, SQL and Oracle queries), Office tools including Visio, Outlook, power point, excel and word. Agile, Jira, COTS (Commercial off-the-shelf) components and wire frame tools.

Analytical and logical skills, a problem-solver who use creativity, research and a positive response to pressure to generate effective solutions geared to time-sensitive deadlines.

Strong interpersonal and communication skills, detail-oriented, organized, flexible, highly-motivated team player, strongly adept at diplomatically facilitating discussions, and negotiations with stakeholders.

Professional Experience:

IT-Business Analyst Nov 2015 – Apr 2016

Cycloides Inc. (www.cycloides.com) Ontario, Canada.

Cycloides offers software development and delivery, pioneering tools and consulting for organizations with aspiring goals.

Projects: » Tanzacan e-commerce platform » 360 degree winery application » Smile VC application.

Environments: Agile and Waterfall Application Development Methodologies and Hybris management software.

Conducted interviews with stakeholders, analyzed data and performed gap analysis between existing and future states.

Gathered and analyzed user requirements, design functional specifications and interpreted customer business needs and translated them into application and operational requirements.

Created Business Use Cases (BUC) and System Use Cases (SUC's) and worked closely with the development team to ensure that all the requirements are implemented in the new system.

Conducted JAD (Joint application design) sessions with all key stakeholders and analyzed business requirements and translated them to functional specifications for the team.

Studied the “As-Is” processes of the organization and created process flow diagrams using wireframes and mind map tools for complete automated processes in “To-Be” systems.

Negotiated on change requests (CRs) from customers for additional scope in requirements.

Provided project status reports, resource requirements, risks, and provided recommendations.

Established rapport, build credibility and collaborate with stakeholders at multiple levels.

Developed and published various reports utilizing SQL and Excel skills for senior management and maintained record of business requirements, processes, changes and audit requirements.

Collaborating with Project Managers, development team members and QA managers to validate business requirements and sign offs.

Coordinated System Testing and User Acceptance Testing (UAT) by preparing business test cases.

IT Business analyst and Service Delivery Associate (Telecom Domain) Apr 2012 – Sept 2015

Flytxt Mobile Solutions (www.flytxt.com)

Flytxt mobile solutions is a leading service provider of Customer analytics and Real-time trigger solutions to telecom operators globally by using big data platform.

Projects: » MTN (Product-Location based real time SMS trigger solution)

» Vodafone POC, Hutch and Teletalk (Product-NEON)

» IDEA Cellular limited and ROBI (Product-QREDA)

Provided design, support, technical and business solutions to various requirements from clients.

Interfaced between business and technical teams and translated technical and business requirements.

Effective customer Service delivery through defined process with in the SLA.

Negotiated quotes for hardware and software from multiple international vendors.

Closely worked with sales team and marketing team to develop business and technical analysis.

Managed a team globally and arranged suitable skill set training internally.

Identified, evaluated and recommended appropriate new product features based on demand.

Handled Change management, Release management & upgrades of existing deployments.

Implemented real time trigger solutions based on HLR and VLR data.

Handled integrations on Big-data and Intelligent Networks (IN).

Managed RFPs and conducted brain storming discussions with international clients.

Worked on both CAPEX and OPEX projects for multiple telecom clients simultaneously.

Reporting and test case preparations for both internal and external stake holders.

Used multiple COTS (Free version) components for high quality develiverables.

Telecom Operations Engineer Jul 2008 – Apr 2012

Onmobile Global Limited (www.onmobile.com)

Installation & Support of VAS services and Telephony Servers for Bharati Airtel project.

Resolved the tickets raised by NOC team regarding the alarms in the node.

Worked on Linux and Solaris platforms.

Conducted Integrity testing of Database& System Backup, fine-tuning of system & Database.

Worked on escalated issues related to CRBT, MCA & Voice Portal services.

Interaction with marketing team &providing quick response/solutions.

Ticket based 24/7 application Support for critical issues to maintain system uptime SLA.

Education:

Bachelor of Engineering in Electronics and Communication May 2006

Mahatma Gandhi University

Professional Certifications

ITIL® Foundation Certified in IT customer Service Management.

PRINCE2® Certified.

Insurance (LIC) executive license certification.

Major Achievements:

Talented Award for fast and efficient NEON-project implementation in Hutch.

Nominated for Champion of the Quarter award during Q1, 2015 based on the CSAT score

References: Available upon request.

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