Profile

A dynamic Consultant with Business Analysis skills possessing over 7 years of experience working with cross functional teams completing complex projects. Hands-on experience in business development, systems development lifecycle methodologies, and business process improvement using industry best practices. Experienced in requirements elicitation, structured analysis, and agile development. Possesses excellent communication skills, problem solving skills, and interpersonal skills with the ability to multi-task, adapt to new technologies quickly, manage and collaborate with teams to achieve excellent results.

Experience Summary

7+ years of Business Analyst experience

5 years of Business Systems Analysis experience

5 years of Business Intelligence experience

5 years utilizing modeling & design tools, including Adobe & MS suite

3 years of SQL Server experience

3 years of reporting experience using Confluence, JIRA, Google Analytics

Industries: Retail, E-learning, E-Health, Financial Services, E-Commerce, Telecommunications

Education and Professional Certification

Education

Honors Bachelor of Psychology with a minor in Computer Science, (2010), University of Windsor, Ontario

Harry Jerome Scholarship Award, 2008

Professional Certification & Courses

Advanced Business Analysis Certificate, IIBA – Topron, Mississauga, 2017

Scrum Fundamentals Certificate – ScrumStudy Pheonix, AZ, 2017

Core Knowledge and Skills

Business Analysis

Methodologies (Agile / Waterfall)

Joint Application Development (JAD)

Business Case Development.

Wireframing / Prototyping

Presentation

Software Development Life Cycle (SDLC)

Configuration and Change Management

Business Process Analysis

SAP

Capital Markets

Sharepoint

Release Management

Business Systems Analysis

Defect Management

Quality Assurance

Blueprint

Quickbase

ARIS

Software Testing / User Acceptance Test (UAT)

Business Process Improvement (BPI)

Unified Modeling Language (UML)

Technical Skills

Operating Systems Windows, Unix, Linux

Databases/Development MS SQL Server, HTML, CSS, Wordpress

Reporting Tools Blueprint, Tableau

Project Management MS Project, Trello, JIRA, Sharepoint, Confluence, Quickbase, Archer

Design/ Presentation Tools Microsoft Office Suite (Visio, PowerPoint, Project, Excel, Outlook), ARIS, Lucid Chart

Work Experience

Cogeco (Burlington)

Business Analyst (contract) Oct 2020 – Present

Projects: ServiceNow Implementation, RPA Portal Migration, Web Order Automation

Improved process efficiency by 66%

Worked in close partnerships with multiple business partners, technology, project teams, and stakeholders to elicit, analyze, document, communicate, and manage detailed functional specifications relating to ServiceNow platform

Worked with business to implement solutions for automaton of customer orders into CRM platform thereby reducing the time from order to delivery by 24 hours

Replaced legacy RPA portal website for fulfilling customer orders to a more robust website with built in automation for handling customer orders

Integrated middleware technology that would take orders placed on Cogeco.ca and directly input these customer orders into CRM.

Led discussions with multiple business teams/stakeholders to identify and capture requirements, possible gaps, dependencies, and end-to-end process required in the ServiceNow implementation

Provided support and produced detailed system requirements and technical functional specifications

Organized requirement gathering workshops and facilitated meetings to understand the as-is and to-be states

Analyzed business processes and identified areas of optimization

Developed test plans and test cases to ensure accuracy and quality of solutions

Worked with architecture on the integration points and POST/GET api responses of data to be passed to and from ServiceNow.

Built process flows based on incident, change, and request management modules within ServiceNow

Created flows to map the path of ticket ownership, approvals, orchestration, and task creation

Facilitated meetings, JAD sessions, with Project Sponsor, partners and project team to elicit business requirements

Translated requirements into user stories within JIRA and acted as a proxy-product owner to ensure requirements were groomed and prioritized

Worked with business to establish acceptance criteria

Helped QA with constructing test cases ensuring all facets of the solution was tested

Provided product demos to various business groups at the end of each sprint for alignment and acceptance of the solution

Prepared training documentation to train over 50 corporate users on using different ITSM modules within ServiceNow

Communicated to senior leadership project status and accomplished milestones

Documented process flows with LDAP integration to ensure user access and authentication flows are fully captured for integration

Worked with design team on ServiceNow Chatbot configurations

Nutreco (Guelph)

Business Analyst (contract) Aug 2019 - Mar 2020

Project: ServiceNow Enhancements

Elicited Business requirements from project stakeholders through interviews, brainstorming and JAD sessions for customized platform configurations

Designed and configured ServiceNow modules, workflows, forms, and reports to meet business requirements using best ITIL practices.

Documented BRD with functional and non-functional requirements, business rules, use-cases, and process flows

Created test plans and workflows for various ITSM modules (Incident management, problem management, service catalogs, and change management)

Participated in planning and execution of the UAT process to ensure implemented solution met requirements set out in the project charter.

Documented change requests, managed versioning, configuration and change management process

Configured ServiceNow based on business requirements

Prioritized and groomed requirements backlog

Attended CAB to ensure changes were approved to be implemented

Prepared knowledge base articles with instructions for helpdesk to support new functionalities

Developed use cases using UML for new product functionality

Created Traceability matrix to trace test cases to functional and non-functional requirements

Managed documentation for integrations with other on-prem systems using both SOAP and REST APIs

Canadian Tire (Toronto)

Business Analyst Nov 2017 – Jun 2019

Projects: Infrastructure Upgrade, Office 365 Implementation, PBX Upgrade, Electronic Shelf Labels (POS)

Led requirements gathering process through stakeholder interviews

Translated requirements into user stories with acceptance criteria(s)

Developed user stories, use cases, and functional specifications to document requirements

Facilitated Scrum ceremonies

Developed implementation plans and system maintenance

Created risk assessments for go/no-go decisions

Reviewed Statement of work for vendor management

Facilitated JAD sessions with project sponsor, business stakeholders and IT teams to extract requirements

Documented functional and non-functional requirements

Built process flows, screen mock-ups, and swim lane diagrams (process mapping)

Installed and updated firmware on devices and led investigations into device errors

Worked with project team to analyze requirements and help project team in solution and technical design

Loblaw (Toronto)

Business Analyst July 2016 – Nov 2017

Projects: Workday to CDP Integration, LMS Upgrade, Recognition and Service Awards Implementation, Sharepoint 2016 to Sharepoint Online Migration, Google to Office 365 Implementation, Ariba SAP Contract Invoicing, Workday to Opentext Integration

Created business cases assessing the cost vs rewards value of projects and helped to prioritize them in organizational roadmap

Validated business’ needs with stakeholders

Conducted workshops to elicit requirements

Used a wide range of elicitation techniques such as job shadowing, interviews, brainstorming, document analysis, etc.

Participated in projects from onset to implementation in all phases of SDLC including planning, requirements definition, solution design, test execution and implementation

Prepared business requirements documents (BRDs) and obtained sign-off

Developed functional specifications documents for developers as well as test plans

Migrated several key processes from paper to SharePoint

Trained other BAs in the use of organizational tools namely Blueprint and Archer

Conducted gap analysis and data conversion mapping using advanced excel tools

Shoppers Drug Mart (Toronto)

Business Analyst July 2015 – July 2016

Projects: Workday Upgrade and URL Change, eClienteling Upgrade (digital), HST Tax Rate Change (POS), Remedy to ServiceNow Migration

Led requirements elicitation and definition in the discovery phase

Created test plans and workflows for various ITSM modules (Incident management, problem management, service catalogs, and change management)

Created Process flows for Incident management, Change management, and Service Catalogs

Conducted GAP analysis of as-is state to help transition to the to-be state (i.e. Remedy to ServiceNow)

Trained organization on ServiceNow process flows and best practices

Created implementation plan and attended CAB to ensure IT organization was aware of upcoming changes

Documented design specifications, application test plans, test cases, as well as end-user guides

Contributed to technology roadmaps for selected business applications and systems

Provided project support to store staff

Prepared change requests and attended CAB to ensure IT organization was aware of upcoming changes

Collaborated with cross-functional teams, including architects, security, developers, and project managers to deliver projects on-time and within budget

Improved User experience using industry best practices

Analyzed impact of upgrades on current processes, data structure, security access, and outbound/inbound integrations.

Coordinated project teams for an effective roll-out and implementation of new systems

Provided ongoing support and maintenance for ServiceNow solutions

Kept up-to-date with ServiceNow trends, enhancements, and new functionalities

Shopify (Toronto)

Tech Support July 2013 – July 2014

eCommerce

Provided technical support to customers and helped them build their ecommerce websites

Configured Shopify templates on the liquid platform and made enhancements to stores

Assisted store owners with their storefront presence and optimized apps for site growth

Provided high-quality customer service to store merchants via phone, email, and chat

Triaged tickets to ensure prioritization for customers to get record time responses

Completed essential follow-up documentation after every interaction

Met with merchants to identify and resolve issues with their online store providing optimizations and customization

provided coaching/growth opportunities to clients

Offered needs-based solutions and recommendations to help grow sales

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