Senior Business Analyst
Resume:
Stephen Napier
*** ******* *****, ***********, **, L5R-1W2 416-***-**** ******@******.***
Career Overview
With approximately ten years of experience in software solutions, and fifteen years of experience in the pension industry, I am a high performing and dedicated business systems analyst.
Using the waterfall model, I specialize in coaching clients through the requirements, design, implementation, verification, and maintenance of pension software solutions, helping them to address their strategic objectives.
I am highly proficient in gathering and analyzing complex business requirements, creating and documenting test plans with expected results, and providing solutions to meet business requirements.
I have traveled to various locations in Canada, the United States, Nigeria, the United Kingdom, and the Caribbean to ensure the successful implementation of software projects, conduct training workshops and attend trade shows when required.
I carry experience with PL/SQL (Oracle), HTML, Cognos Reports, Crystal Reports, several retirement administration applications and Microsoft based applications (Word, Excel, PowerPoint, Access, Visio). I am currently working towards developing my analytical skills into a project management role.
Qualifications
Strong analytical skills
Pension administration knowledge (Canada/US/Nigeria)
Client management/needs assessment
Excellent problem solving skills
Software Documentation
User Acceptance Testing
Delivery Business Process
Software Development
Process Improvement
Strong collaborative skills
Experience
SENIOR BUSINESS ANALYST CPAS SYSTEMS, A XEROX COMPANY JULY 2006 TO APRIL 2016
Client Management
Acted as lead analyst in upgrade or new implementation projects.
Liaised with the clients to lead in data conversion/mapping projects.
Translate client requirements, system bugs and enhancements into technical requirements for assignment to internal business units (technology, quality assurance).
Participated in Joint Application Development (JAD) sessions with clients to collect business requirements, identify areas of development or potential enhancements.
Proposed solutions using professional concepts to achieve client objectives.
Acted as liaison between clients and internal business units to help define and develop functional requirements, fit/gap analysis and specification documentation.
Traveled to client sites in Canada, the United States, Nigeria, the United Kingdom and the Caribbean to conduct requirements sessions and/or system training.
Maintained a high level of client relationship management.
Lead regular project meetings via phone or web conference (Skype or GoTo Meeting).
Managed multiple client requests and prioritized work as required.
Documentation
Analyzed complex business requirements, user requests for system modifications / enhancements or error corrections; developed comprehensive solutions; and documented solutions.
Created requirement specification, fit gap analysis, test plan, training, workflow documents, and release notes when required.
Quality Assurance (QA)
Ensured the system meets legislative compliance and accuracy standards.
Assisted QA team with the development and implementation of the automated test workbooks (Silk4J).
Regularly tested template application, custom work, and defect fixes therefore providing strong quality assurance of the system.
Organizational Responsibilities
Played the role of subject matter expert in specific areas of the template system (namely, system configuration and security, plan rules for defined contributions, and the member web portal).
Demonstrated a financial accountability to up sell and encourage support clients to configure additional functions of the application.
Attended meetings to stay current with pension standards, taxes, and relevant legislation.
Provided mentoring to new hires and junior business analysts.
Attended client conventions and conferences when required by management.
PENSION ACCOUNTS ADMINISTRATOR FIDELITY INVESTMENTS JULY 2004 TO JULY 2006
Provided retirement consultation to plan participants for transactions within their 401(k) pension plans.
Identified and initiated opportunities to provide online support and/or training to our plan participants through the Fidelity web tools (NetBenefits.com, 401k.com, and Fidelity.com).
Managed the team overtime scheduling, and submitted overtime requests to our scheduling department on a weekly basis.
Worked along side with the Quality Assurance department by providing premiere support to the members of the General Motors pension plan.
Initiated outbound calls to plan participants to provide follow-up on issues which required investigation and/or escalation.
Generated sales leads for our Individual Retirement Account department for participants who requested to retain their assets with Fidelity Investments for Asset Retention goals.
Five time recipient of the 'Silver Leaf' and 'Spirit of Toronto' Awards for recognition of high quality support to pension plan members (awarded by the senior staff).
GROUP BENEFITS CONVERSION COORDINATOR MANULIFE INVESTEMENTS JUNE 2001 TO MAY 2004
Analyzed (new business and transition) proposals and plan documents accepted and submitted by plan trustees.
Minimal underwriting skills were used to detect errors in submitted contracts and plan pricing.
Organized the transition of external group 401k assets from take-over plans.
Worked with plan sponsor trustees, producers/brokers, and Third Party Administrators to follow-up with for participant investment instructions within the 401k plan.
Followed up with external parties brokers, third party administrators or previous financial carrier) when required for timely reinvestment of incoming plan assets.
Built and maintained solid relationships with our national sales teams to ensure that year end sales targets equating to approximately twenty-five million) are met.
Provided accurate contract-level service with our clients / plan administrators, brokers and Third Party Administrators.
Communication was made by phone, email, and fax within a timely and often limited time frame.
Identified and resolved, where possible, compliance issues with our clients.
De-escalated high-level issues when required.
Trained and mentored new employees on account management and internal systems.
Provided ongoing job-shadowing to ensure a high level of accuracy and service standards were met for year-end targets.
Developed and implemented several internal reporting tools using Microsoft Office. This helped to streamline administrative support functions and eliminate redundancies while increasing department efficiency.
Education
DIPLOMA – SHERIDAN COLLEGE INSTITUTE OF TECHNOLOGY AND ADVANCED LEARNING
Major: Computer Programming and Systems Analysis
Minor: Web Development & Design
Related coursework: SQL, Visual Basic, C++
Skills & Abilities
BUSINESS ANALYSIS
PENSION ADMINISTRATION
BUSINESS REQUIREMENTS
REQUIREMENTS GATHERING
ANALYSIS
SDLC
REQUIREMENTS ANALYSIS
SYSTEMS ANALYSIS
SOFTWARE PROJECT MANAGEMENT
USER ACCEPTANCE TESTING
SOFTWARE IMPLEMENTATION MANAGEMENT
SOFTWARE QUALITY ASSURANCE
SOFTWARE DOCUMENTATION
SQL
PROCESS IMPROVEMENT
DEFINED CONTRIBUTION
DEFINED BENEFIT
401K
TRAINING DELIVERY
WATERFALL METHODOLOGIES
BUSINESS PROCESS
CRM
SOFTWARE DEVELOPMENT
NEW BUSINESS DEVELOPMENT
LEADERSHIP
TEAMWORK
MANAGEMENT
TEAM LEADERSHIP
MENTORING
EMPLOYEE TRAINING
MICROSOFT OFFICE
ACCESS
SOFTWARE CONFIGURATION MANAGEMENT
TRAINING
FINANCIAL SERVICES
DATA CONVERSION
QUALITY ASSURANCE
INVESTMENTS
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