Project Management Business Analyst

Bukola Mafe, CBAP, PMP®, SMC

Senior Service Designer 647-***-**** *********@*****.***

A result-oriented Senior Service Designer, with experience and extensive knowledge in Improving products and services by aligning business goals with user needs. My experience cut across various fields such as Municipal & public administration, Consulting, Banking, and Financial. Strong understanding of business processes, strategy, sustainability, operations, and project management. Ability to manage business requirements, project, and strategic implementation from concept to completion, ensuring on-time, on-target, and on-budget results. Excellent background in building and leading teams to meet and exceed designated goals and expectations. Highly adept at developing and implementing processes and procedures that enhance operational and organizational efficiencies.

Core Competencies:

•Business Requirement Management

•Business Architecture

•Team Building and Leadership

•Levels of Service & Lifecycle Management

•Requirement for RFPs/RFQs/Contract Docs.

•Data Analysis, QA, Maintenance, Scope

Management

•Business Impact Document

•Process Improvements & Training/Development

•Agile Practices, Team Motivation & Innovations

•Business Process Improvements

•Requirement Extraction, And Documentation

•Change and Risk Management

•Systems Integration/Reporting

•Gap and, Impact Analysis Management

•Test Strategy Documentation

•Strategic Implementation & Performance Alignment

Professional Experience

BC Financial Services Authority (BCFSA), BC

Senior Service Designer, Apr 2022 – Jun 2024

•Partner with stakeholders across all business units to develop, analyze, and document requirements collaboratively, evaluating and communicating systems requirements continuously, also maintaining systems processes, including the delivery of monthly status reports to all appropriate parties while working on the SAP implementation system

•Utilized human-centered design methodology to drive iterative research, design, prototyping, and testing activities in concert with multi-function and multi-disciplinary teams

•Designed, configured, developed, tested, and implemented SAP HCM, SuccessFactors Employee Central, and SuccessFactors Time Tracking solutions using best practices and standards for SAP

•Created detailed journey mapping and user flow documentation for SAP HCM through digital and other channels

•Strong core experience with documenting deliverables (Functional and Non-functional requirements, System

•Requirements Specifications, Business requirements/rules, Business Process Models, Data Requirements / Models

(conceptual/logical), Risks and Issues, Business and System Use Cases, Requirements Traceability Matrices, Status

Reports, Test Plan / Strategies, Test Cases, etc.)

•Conduct user research activities to gain insights, this includes interviews, observation, workflow analysis, and contextual inquiry of users as well as client service representatives and other subject matter experts

•Led the development of User Access Review strategies associated with long-term investment needs and forecasting plans for IT assets at the lowest lifecycle cost considering risk, cost, and performance.

•Conducting need analysis and facilitated stakeholders’ workshop to gather business requirements from different units impacted by projects and effectively communicate business requirements to development teams in the implementation of a SAGE financial application

•Developed meaningful and lasting relationships with partners for optimized systems integration and responded to questions and concerns from managers and executives with supporting research and recommendations.

•Created test cases, and test plans, and ensured all requirements were tested using a traceability matrix, also presenting reports and status updates using the Power BI reporting tool

•Collaborated with the QA team in testing, identified and prioritized defects; conducted defect triage and ensured defects were fixed appropriately

•Updated system requirement artifacts (and related business documentation) to ensure the fit option recommendations are adequately covered as per business/client expectations

•Provided ongoing change management, training, and post-implementation support to teams to achieve user adoption of systems and improved processes.

•Create operational readiness plans, support deployment efforts, and train users in the SAGE Finance project.

City of Brampton, ON

Senior Service Designer, Dec 2017- Mar 2022

•Collaborated with the product development team to integrate customer feedback into product design, leading to a 15% decrease in product returns.

•Conducted customer journey mapping workshops to identify pain points and opportunities for service improvement, resulting in a 10% increase in customer retention.

•Implemented city’s CRM system by analyzing, designing, and documenting processes by integrating with Sales, Marketing & Services modules, Power BI, and data migration application using rapid-based customer requirement gathering techniques

•Designed Thinking and experience in agile design methodology for Ministry of Ontario Health care regulations processes, Accessibility for Ontarians with Disability Act (AODA) regulations and standards including process re-design

•Collaborated with various business groups on testing with test management tools qtest and version control systems on one or more platforms such as Azure DevOps

•Led multiple cross-functional teams to successfully deliver all assigned IT projects by facilitating, defining, and documenting business needs along with user requirements plan for a dashboard migration project

•Partnered with senior leadership to design, develop, and implement the company's Organizational Change Management, training, and internal communications strategies

•Collaborated with Business Process Leads to analyze current state processes, identified pain points, and developed recommendations for process/system improvement on the SharePoint upgrade to 2019

•Experience in project management including risk management, resource allocation, and creating and managing project plans and reports in ISERVER Implementation

•Tracked the project tasks in JIRA, DevOps, collaborated in Confluence and documentation in the SharePoint Modernization project

•Providing alignment and adherence to Ministry of Ontario Health care regulations processes, Accessibility for Ontarians

•Led and conducted client’s business problems/opportunities and documented the business requirement in such a way that I&IT solutions were determined by applying re-engineering concepts to promote business improvements through alternative and cost-effective service delivery approaches

•Translated business requirements to technical documents such as system requirement specification Use Cases for the development team for HR Digitalization

•Developed documents on Threat and Risk Assessment (TRA), Privacy Impact Assessment (PIA)TRA, PIA, architectural Components, and design patterns, while working on a CAD Implementation

•Implementing best healthcare practices, analysis, design of systems and processes for upgrade from Dynamics CRM

Enterprise Analyst, Jun 2015 – Nov 2017

•Partnered with Product Owners to ensure a clear product backlog and assist in breaking down complex work into user stories

•Protected the team from external disruptions and ensured a healthy team dynamic, resolving conflicts as they arose

•Provided coaching and training to new teams, leaders, and stakeholders on Agile methodologies and mindset.

•Tracked and communicated the team’s progress, facilitating transparency and a clear flow of information across the organization

•Provided project management leadership and support to teams, created project artifacts including Business cases with Cost-Benefit justification, risk mitigation plans, and project plans in Recreation System Implementation

•Worked collaboratively with business and project teams to define problems, provide guidance, assess solution options, and recommend best-fit technology solutions that meet stakeholder needs and organizational strategies.

•Created functional and non-functional requirements, traceability matrices, RACI matrices, use cases, and swim lane diagrams using Visio

•Created Business Requirement Document BRD, Functional Requirement Specification FRS document, User Requirement

•Created Business Requirement Document BRD, Functional Requirement Specification FRS document, User Requirement Specification URS, and Change Request CR document for system application development

•Mapped “As Is” process flow, identified gaps, and created “To Be” process using UML Diagrams

•Utilized data mapping and visualization tools to automate tasks, model scenarios create dashboards and decision matrices

•Translated business requirements to technical documents such as system requirement specification (SRS), BRD, and Use Cases for the development team

•Coordinated the execution of UAT, developed test scripts and test cases defining entry and exit strategies, updated the outcomes, and logged issues for bug fixes

Microskill, Toronto, ON, Canada

IT Analyst, Jun 2013 - May 2015

•Strong core experience eliciting/capturing business requirements and needs from various stakeholders (Subject Matter

•Facilitated Agile ceremonies (Daily Stand-ups, Sprint Planning, Sprint Reviews, and Retrospectives).

•Designed defined and measured team success metrics, removing impediments that affect the team’s ability to meet objectives.

•Organized and facilitated agile ceremonies including daily stand–up meetings, sprint planning meetings, demos, sprint review meetings, product backlog grooming sessions, and retrospectives

•Created project vision statement, epics, process maps, user stories and product backlog, Project plans, lesson learned

•Collaborated with product owner and business stakeholders to validate and prioritize requirements and user stories.

•Developed and implemented change management strategies for multiple large-scale transformation projects, resulting in a 50% increase in employee adoption rates and successful project outcomes.

•Collaborated with cross-functional teams to assess change impacts, identify key stakeholders, and create comprehensive communication plans to support smooth transitions.

•Conducted change readiness assessments, identifying potential risks and resistance, and developed mitigation plans to minimize disruption.

•Led the design and delivery of training programs, equipping over 200 employees with the skills needed to adopt new systems and processes.

•Facilitated stakeholder engagement sessions, providing a platform for feedback and ensuring alignment with organizational goals.

Intercontinental Bank

IT Business Analyst, Jan 2011 – Dec 2013

•Conducted stakeholder analysis, identified stakeholders, and assessed their interest and influence to develop a communication strategy for engagement throughout the project lifecycle

•Led and conducted business analysis to assess and prioritize clients’ business problems/opportunities and document the business requirements so that technology solutions can be delivered iteratively.

•Prepared Business Requirement Documents BRD after the collection of Functional Requirements from System Users that provided an appropriate scope of work for the technical team to develop the prototype and overall system

•Strong core experience in investigating, analyzing, and estimating system applications in a large integrated mainframe and mid-tier environment (SAS)

•Facilitated stakeholders’ meetings, interviews, and workshops to identify, develop, and document requirements that adequately reflect stakeholders expressed and unexpressed needs

•Developed business process documents including As Is /To be process maps, policies, procedures, reference manuals, user guides, and job aids and facilitated user training events

•Championed and adhered to established project governance and project management processes and procedures.

•Created Business Requirements document and performed “walk through” sessions with stakeholders leading to consensus and sign–off

•Coordinated the execution of UAT, developed test scripts and test cases defining entry and exit strategies, updated the outcomes, and logged issues for bug fixes

•Supported implementation of Organizational Change Management through the deployment of a change agent network and monitoring reporting on product deliverables

Union Bank of Nigeria, Lagos

Junior Business Analyst, Jun 2006 – Dec 2010

•Created Business case documents for setting up mini branches which helped the bank reduce the cost of setting up in new markets

•Documented all project artifacts for the development team in the adoption of an e-collections system by a major client which reduced the incidence of fraud by 40%

•Engaged clients through interviews and requirement-gathering sessions to identify the functional and non-functional requirements of the bank’s mobile application system

•Consulted with internal and external clients to identify and document business needs and objectives

•Created Business case documents for a retail product of the bank

•Successfully coordinated account opening campaign for university students which led to the opening of over 1000 accounts within 3 months

•Planned and successfully introduced the bank's collection product to a major client and this helped them reduce the incidence of fraud and reconciliation issues common with school fees collection by 30%

•Documented step-by-step training materials and assisted in facilitating end-user training sessions for over 7000 bank employees

EDUCATION / PROFESSIONAL CERTIFICATIONS

•Change Management Practitioner (PROSCI)

•Certified Business Analysis Professional (CBAP)

•Certified Project Management Professional (PMP)

•ArchiMate 3 Practitioner

•Certificate in Business Analysis, University of Toronto

•Scrum Master Certified (SMC)

•Masters in information technology

•ITIL V3

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