Business Systems Analyst / Project Manager

Maher Natsheh, PMP, ITIL

Iqaluit, Nunavut, Canada

Cell 780-***-****

*************@*******.***

PROFILE

PMP and ITIL certified IMIT Professional, with comprehensive hands-on experience in business/ systems/ process/ data/ QA analysis, project management, management consulting, change management, service management, solution architecture, leadership, support, and consultancy. Worked on various IMIT projects of different types, sizes, industries, complexities, technologies, and methodologies.

QUALIFICATIONS SUMMARY

Extensive hands-on IT experience, which included:

oTwelve (12) years Project Management.

oTwenty five (25) years Business, System, Process, Data and Quality Analysis.

oFour (4) years IT Service Management (ITSM).

oTwelve (12) years Development, Systems Analysis and Design/Architecture.

Proven experience in diverse industries/businesses in the Government, public and private sectors.

Strong management and leadership skills of various types of multi-disciplinary teams.

Managed and led the process to create project management and SDLC methodologies.

Strong skills in requirements gathering, elicitation and analysis using various models, and tools.

Acted as liaison and key point of contact between stakeholders both internal and external.

Strong experience in different BA models, PM methodologies, SDLC models, and ITSM processes.

Produced project management, business, technical and service management artifacts.

Strong experience in application and data security and privacy protection.

Strong skills in various technical platforms, development tools and databases.

Excellent interpersonal, communication, facilitation, presentation and negotiation skills.

Dynamic, self-motivated, results and customer satisfaction oriented.

EDUCATION & CERTIFICATIONS

Master Certificate in Project Management, Schulich School of Business (York University), 2022

Bachelor of Technology in Technology Management, NAIT, Edmonton AB, 2016

Associate degree in Computer Programming, Bogazici University, Turkey, 1983

PMP and ITIL v.3-2011 Foundation certified

CBAP Certification Prep Boot Camp, Aug 2023.

Creative Thinking and Innovation, July 2023

Organizational Behavior, University of Alberta, July 2023

Training and Development, University of Alberta, May 2023

Change Management, Sep 2022

Project Management Certificate, Sheridan College, Mississauga ON

Completed 2 years of Bachelor of Administrative Studies, IT/BSA stream, YorkU, Toronto 2009

Security Clearance: Canadian Secret Level II, valid till 2030

TECHNICAL SKILLS

Platforms & O/S: Client Server, DEC-VAX, IBM mainframe. Windows, Novell, VMS, MVS, Azure

Dev. Tools: .NET, PowerBuilder, COBOL, XML, HTML, Java, HL7, Power Automate, Power Shell

Databases: MS SQL Server 7/2000, Sybase, dBase, DB2, MS Access, Oracle

Methodologies: RUP, PMI, UML, SADM, Navigator, Bates, Clarity, ITIL, Agile, SMART, IIBA-BABOK, ASAP, Run-SAP, Lean Six Sigma, PRINCE-2

Packages: MS Project Online (PWA), Power Platform & Apps, Power BI, SharePoint Designer, MS Dynamics, MS-Project, MS-Office, Visio, Power Designer, Erwin, Remedy, Enterprise Architect, Visual Paradigm, SAP Solution Manager, Dropbox, JIRA, HEAT, ServiceNow

Privacy Acts: HIPPA, PHIPA, Bill C-6, FOIP, BS7900

PROFESSIONAL EXPERIENCE

1.Sr. Business & PMO Analyst 8/2020 – Present

Government of Nunavut, Iqaluit NU, Canada

1.1Project Manager on Qulliq Energy Corp’s (QEC) IT migration to GN network

Produced project charter, scope statement, project plan and deployment plan.

Managed and coordinated project team and stakeholders’ activities and communications.

Managed project’s OCM requirements and activities.

1.2Senior Business and PMO analyst on multiple initiatives and projects:

Gathered, analyzed and documented requirements for MS Project Online PWA implementation.

Led project Intake process: project needs assessment, project/portfolio prioritization, requirements analysis, risk/privacy impact analysis, business cases and project delivery.

Developed PM, PMO and Portfolio management reports using Power BI and excel.

Facilitated requirements gathering meetings with key stakeholders on multiple projects.

Participated in the development of IMIT Enterprise Architecture including project gating models.

Produced project management framework processes and diagrams, and business cases.

Led operational change management process for Change Advisory Board using ServiceNow.

2.Client Engagement Lead 11/2017 – 12/2019 (26 months)

Optimal Computing International (OCI), Edmonton AB, Canada

2.1 Client Engagement Lead for the western region (BC, Alberta, Saskatchewan, Manitoba). Responsible for all recruitment initiatives and request from clients in the region. Responsibilities included:

Preparing responses to RFP, SOW and all types of requests from clients.

Recruitment of candidates that meet client requirements.

Follow up with clients on our resource engagements during the projects,

3.Senior Business Analyst 12/2018 – 03/2019 (4 months)

Alberta Environment and Parks, Edmonton AB, Canada

3.1 Conduct current state analysis of provincial and Oil Sands Environmental Monitoring business processes and data lifecycle for all medias and prepare visual and textual documentation.

Facilitated and led information and requirements gathering meetings with key stakeholders.

Analyzed & documented provincial and Oil Sands monitoring business processes & data flows.

Produced business: process workflow, data dictionary, inventory, metadata specs.

4.Senior CRM Business Analyst 01/2018 – 10/2018 (10 months)

Alberta Labour, Edmonton AB, Canada

4.1 Alberta Labour Relationship Board Case Management transformation – Customization and implementation of Microsoft Dynamics CRM.

Gathered and analyzed business and data requirements from business owner unit staff.

Facilitated requirements gathering and specs review & validation meetings with business unit.

Developed & maintained Data Dictionary, metadata, use cases, test case and issue log (JIRA).

Created Entity Relationship Diagram (ERD) and business process workflow diagrams.

Led the analysis, documentation, development and testing of data migration operations.

4.2 Selection and implementation of Workforce Stats Data Visualization system.

Facilitated requirements gathering from workforce business unit staff/SMEs.

Created business requirements and technical specification document.

5.Senior Business Analyst 11/2017 – 01/2018 (3 months)

Manitoba Public Insurance (MPI), Winnipeg MB, Canada

5.1 Security Score Remediation – Assess the maturity of IT service processes against ISO 27002 standards.

Investigated, analyzed, assessed & reengineered existing ITSM service processes.

Facilitate information gathering and review sessions with ITSM management, staff and SMEs.

Produced updated ITSM process and procedures specification documents.

6.Senior Business Analyst 05/2016 – 06/2017 (14 months)

Manitoba eHealth, Winnipeg MB, Canada

6.1 Development of new HL7 Laboratory results interface between Dynacare (Laboratory service provider) and EMR systems used at WRHA clinics.

Gathered and analyzed requirements for the sending Lab system and receiving EMR’s.

Defined and documented lab results interfacing/integration strategy, model and architecture.

Created requirements, interface mapping and metadata specs following HL7 message structure.

Created and owned implementation specs detailing data translation, mapping and routing.

Led the creation of functional test plan, scenarios & scripts. Performed testing of new interface.

6.2 Implementation of privacy monitoring COTS solution (FairWarning).

Analyzed user identification infrastructure and audit log of existing systems.

Created new audit reports conversion and analysis tool.

6.3 Implementation of new Ultra Sound management and reporting COTS system.

Facilitated requirements gathering and presentation meetings with key stakeholders.

Identified and modeled business processes and integration points.

Analyzed, and documented current and future state business process workflows.

6.4 Development of Primary Care Enrolment & Episodic Inf. Sharing System.

Gathered and analyzed business and technical requirements from the new solution.

Developed solution specs, workflow diagrams, traceability matrix, and use cases documents.

Developed interface specs between the Home Clinic registry and Patient Provincial Registry

6.5 Internet Explorer migration from version 8 to version 11.

Developed project scope, approach and communication strategy.

Created & maintained inventory of web systems with remediation requirements of each system.

Developed readiness and impact assessment matrix.

7.Project Manager / Business Analyst 01/2016 – 08/2016 (8 months)

Glenrose Rehabilitation Hospital, Edmonton AB, Canada

7.1 Development of Mobile Asset Management system.

Developed project plan and schedule. Managed project execution and stakeholder relationship.

Developed business case document detailing viable project approaches and solutions.

Modeled and documented current and future business processes & workflows.

Produced requirements specification, business process workflow and gap analysis documents.

8.Senior Business & Process Analyst 01/2016 – 02/2016 (2 months)

Consentia Inc; Edmonton AB, Canada

8.1 Distributed document imaging of GoA Motor Vehicle docs.

Worked closely with project and client teams to define scope, goals, deliverables and approach.

Led the analysis and documentation of new process specification and workflows.

Performed gap analysis between current (as-is) and required future (to-be) states.

Updated the business case document for the implementation of new processes.

9.Senior Business Analyst / Team Lead 07/2014 – 03/2016 (21 months)

05/2012 – 07/2013 (15 months)

Alberta Health Services, Edmonton AB, Canada

9.1 Two Self Service Access (SSA) projects, for Alberta Health Services employees, and Covenant Health employees. Part of payroll transformation (PeopleSoft solution implementation) program.

Led the Self-Service Access team - data analysts, SLM analyst and implementation coordinator.

Gathered, analyzed and documented business needs and requirements.

Identified, analyzed and documented self-service business process model.

Facilitated and chaired JAD workshops, requirements gathering sessions.

Developed identity management & data matching specification, models and process workflows.

Analyzed, designed and documented web portal solution to accommodate staff access.

Led the assessment of sites’ needs from Kiosk devices as per identified parameters.

Worked with OCM & shared services to develop strategy, plan & Business Impact Assessment.

Performed project management responsibilities in all project phases.

Developed project charter, feasibility (business case), plan, schedules and status reports.

Developed, maintained and managed risks register and issues log.

Monitored project budget, expenditures, deliverables, timeline, risks and quality.

Developed SLM models including service process workflow and knowledge articles.

10.Senior Business Analyst 02/2014 – 03/2014 (2 months)

Alberta Health, Edmonton AB, Canada

10.1 Development of provincial Immunization (IMM) and Adverse Events Following Immunization (AEFI) HL7 Messaging Specifications using HL7 2.3 & HL7 v3.

Gathered and analyzed business requirements. Identified change requests.

Performed & documented business requirements specification and gap analysis matrix.

Updated business & technical specification documents with the new change requests.

11.Project Manager / Business Analyst 11/2013 – 04/2014 (6 months)

Canadian Nursing Informatics Association (CNIA)

11.1 Main website re-design and development.

Managed project planning, execution. Developed project plan and WSB

Identified and modeled business processes.

Gathered, analyzed and documented detailed business and technical requirements.

Analyzed and designed new website model, structure, functionalities and contents.

Performed gap analysis on business processes and regulatory requirements.

12.Service Management Consultant 07/2013 – 12/2013 (6 months)

Employment and Social Development Canada (ESDC), Ottawa ON, Canada

12.1 ERP-SAP Transformation project. Setup new Centre of Expertise (CoE) for the management, maintenance, support and servicing of SAP solutions.

Worked with PMO, project & program management, sponsor, business units and OCM.

Planned and created new Centre of Expertise (CoE) model, strategy, plan and approach.

Gathered, analyzed and documented business and technical requirements.

Performed stakeholder analysis to identify needs and communication channels.

Using Run-SAP and ITIL models, designed and built service process models.

Developed requirements specification document and traceability matrix.

Facilitated and participated in JAD session with business, technical and ITSM teams.

Developed transition plan to the new SAP environment.

13.Senior Consultant / Transition Planning 11/2011 – 03/2012 (5 months)

Alberta Solicitor General & Public Security, Edmonton AB, Canada

13.1 Alberta Police Integrated Information Initiative (API3). Management consulting to create AMS organization to manage & support new system in production.

Planned transition activities with build, implementation, AMS and client teams.

Defined and structured AMS organizational structure, processes and procedures

Developed incident and problem reporting processes.

Led the process to define and plan transition needs, model, approach, timeline and tools.

Developed transition plan: scope, goals, deliverables, HR, approach and processes.

Supported the execution of multiple UAT sessions on integrated solution.

14.IT Analyst / Project Manager 06/2011 – 12/2011 (7 months)

Shell Canada, Fort McMurray AB, Canada

14.1 Set up new Safety Induction Training Centre at a College in Fort McMurray.

Facilitated project planning meetings with project sponsor, PMO, management & business units.

Led the gathering, analysis and documentation of business and technical requirements.

Produced detailed business process and data workflows.

Performed COTS solution research and evaluation and fit/gap analysis.

Managed and led the process to define project scope, goals, deliverables and risks.

Produced project charter, scope statement, plan, and MS-Project schedule (WBS).

Produced test strategy, plan, scenarios, cases and scripts for UAT testing.

15.Senior Consultant / Business Analyst 08/2011 – 11/2011 (3 months)

Alberta Tourism, Parks and Recreation, Edmonton AB, Canada

15.1 Develop Business Case for the replacement of Parks legacy systems.

Worked with PMO, IT management and business unit teams.

Produced SOW: scope, goals, deliverables, schedule, approach and timeline.

Led the gathering and analysis of business, technical and integration requirements.

Produced detailed requirements specification document.

Modeled and documented current and future business processes & data workflows.

Researched and evaluated COTS applications that meet core business requirements.

Performed gap and fit/gap analysis on potential viable COTS products.

Documented current/future state, gap analysis, fit/gap analysis, risks, impact, cost estimates.

Presented project findings to parks division, IT and PMO management.

Prepared detailed requirements specs for RFP development.

Developed project’s business case for senior management’s sign off.

16.Senior Business Systems Analyst 10/2010 – 02/2011 (5 months)

Regence Group (Blue Cross, Blue Shield of Oregon), Portland OR, USA

16.1 Migration and remediation of company systems using International Classification of Disease (ICD) from version 9 to version 10.

Investigated the use of ICD in the technical infrastructure across the organization.

Facilitated discussion meetings with project, business and technical teams.

Designed and created systems inventory database.

Performed impact assessment and identified remediation requirement.

Assessed, evaluated and tested multiple UML modeling tools.

Designed and Developed UML based data inventory and control process.

Investigated ICD code translation (from version 9 to version 10) process and tools.

Participated in the development of project scope, approach and best solution practices.

17.Senior Business Analyst 04/2009 – 03/2010 (12 months)

Alberta Blue Cross, Edmonton AB, Canada

17.1 Development of integration systems between new core enterprise solution and departmental legacy claims adjudication and reporting systems.

Reverse engineered departmental systems, extracted business and data specifications.

Gathered, analyzed and documented business requirements (in use case format)

Produced business process models and data models using UML modeling tool.

Produced data mapping, transformation specs and metadata for identified integrations.

Facilitated JAD sessions to design data and system architecture and business functionalities.

Provided analysis support to dental services department.

Worked closely with management, business, technical, and QA teams.

18.Project Manager/Business Analyst 01/2008 – 10/2008 (10 months)

Esprida Corporation, Mississauga ON, Canada

18.1 Devise remote monitoring and messaging application development projects.

Worked with senior management on business planning, project selection, and status reviews.

Project managed all phases of s/w development projects.

Created project plans: scope, time, cost, quality, risk, HR and communication.

Led business analysts and QA teams on s/w development projects.

Led the assessment, verification and re-creation of business analysis processes (Methodology).

Defined and documented business process and data models and workflows.

Performed requirements gathering from internal and external stakeholders.

Produced business specification documents (use cases).

Analyzed, designed and documented new bio-metric based login model.

19.Projects & Development Manager 07/2007 – 10/2007 (3 months)

Smart Processing Solutions (SPS), Toronto ON, Canada

19.1 Management Consulting, managed IT department re-structuring.

Member of senior management team for strategic planning and portfolio management.

Created and implemented project management and SDLC policies, processes (Methodologies).

Defined department and projects’ needs from resources. Recruited new resources.

Produced new organizational chart, roles description and responsibilities.

20.Project Manager 07/2003 – 02/2007 (44 months)

TransCore Link Logistics, Mississauga ON, Canada

20.1 Multiple projects for the development and upgrade transportation systems.

Project managed all s/w development projects and production support activities.

Facilitated meetings with senior management for strategic and portfolio management planning.

Facilitated project planning meetings with management, business and IT teams.

Created project plans: scope, time, cost, quality, risks, HR, communication, integration.

Developed, managed and maintained IT department road-map.

Created and implemented enterprise discipline of project management (Methodology)

Developed and maintained individual & consolidated MS-Project schedule plans (WBS).

Created and implemented SDLC processes, procedures and standards (Methodology).

Recruited, managed and led business analysis and QA teams.

Key point of contact between business, technical, client, vendor, and management.

Performed business systems analysis for new applications and change requests.

Led procurement activities and preparation of RFPs and SOW for required GPS solutions.

Managed and performed performance reviews for all IT staff.

21.Lead Analyst, Security & Data Management 07/2000 – 03/2003 (33 months)

MedcomSoft, Toronto ON, Canada

21.1 Development of EMR products in the Canadian, US & Australian markets.

Led team of security & data management analysts, to ensure the compliance of EMR products with health privacy and security legislations in Canada, USA and Australia.

Managed HL7 integration requirements between EMR system and client systems.

Performed requirements gathering from various internal and external stakeholders.

Facilitated JAD sessions with business units, EMR SMEs, technical and QA teams.

Produced security/privacy gaps and vulnerability analysis document.

Developed privacy impact assessment document.

Developed security and privacy use cases following UML techniques.

Assessed various BI reporting tools from EMR system data and Audit log data.

Project manager for system development projects and data management activities.

Led the assessment, verification and re-creation of business analysis processes (Methodology).

Product manager for the Canadian version of the EMR product.

Performed business systems analysis for Lab, Diagnostic Imaging, & scheduling modules.

22.Project Manager 03/1999 – 09/1999 (6 months)

St. Joseph’s Health Centre, Toronto ON, Canada

22.1 The development of Lab Information Management system, and procurement and implementation of Pharmaceutical Information Management System.

Project managed the development of Laboratory Information Management System.

Project managed the procurement and implementation of Pharmaceutical Info. Mgt. System.

Created detailed project plans and schedule (WBS) using Bates PM tool.

Led business and technical requirements gathering, analysis and documentation.

Led the process to evaluate and short list received proposals (responses to RFP) from vendors.

Facilitated and chaired proposal evaluation meetings with key stakeholders.

Performed stakeholder analysis to identify needs and communication channels.

Worked closely with key stakeholders including lab staff, pharmacy staff and physicians.

23.Business Systems Analyst 08/1998 – 12/1998 (4 months)

CIBC Mortgages, Toronto ON, Canada

Executed full life cycle of Y2K project on mortgage recording and follow-up system. Performed: reverse engineering, analysis/design, coding, QA, and implementation.

Performed new requirements gathering, analysis and design for the rewarding system.

24.Computer Consultant 10/1997 – 07/1998 (10 months)

Quantum Information Resources, Mississauga, ON, Canada

Reverse engineered legacy systems for Bell Canada (migrating from OS/2 to Win NT).

Reverse engineered legacy systems for Dofasco Steel (migrating from m/f to C/S).

Developed detailed business and technical specifications documents.

25.Developer / Business Systems Analyst 01/1984 – 09/1997 (165 months)

Riyadh, Saudi Arabia

Application Consultant Arabian Computer Projects 08/1995-09/1997 (26 months)

MIS Manager Saudi Cast 04/1995-07/1995 (3 months)

Systems Analyst Arab National Bank 07/1993-04/1995 (22 months)

Sr. Business Analyst Mawarid Holding 01/1991-07/1993 (31 months)

P/A & s/w Specialist Consulting Centre for Fin. & Inv. (CCFI) 01/1984-12/1990 (96 months)

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