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Business snslyst/business system analyst/service now business analyst

Athens, Georgia, United States
November 06, 2019

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8+ years of experience as Business Analyst in Finance, Retail and Healthcare industry. Experience analysing different business operations with a focus of providing remarkable solutions for the end users.

Great IT Service Management (ITSM) experience in Change Management, Incident Management, Problem Management, Service Catalog, Self Service Portal in Service Now.

Remarkable experience gathering different requirements and validating same with Process owners.

Successfully used Agile/Scrum Method for gathering requirements and facilitated user stories workshop. Documented User Stories and facilitated Story Point discussions to analyse the level of effort on project specifications

Capable of establishing good rapport with stakeholders, upper management, developers and QA team to achieve business goals.

Created defect tracking using HP QC and JIRA and reviewed them in subsequent iterations of the application development process.

Prepared Prototypes and Wireframes of web based and mobile applications for critical IT projects for a better user experience using iRise and Gliffy.

Strong understanding of financial valuation concepts and various capital market instruments and processes including Equities, Fixed Income, Foreign Exchange, Derivative (OTC) & Back-Office operations.

Well versed with Investment banking (Equity trading, Future's market, Forex market), Commercial Banking and Retail banking (Mortgage, Student loans, Credit and Debit cards).

Good understanding of Healthcare Industry claims management process, Medicaid and Medicare Services, Health care Reforms and Insurance sector.

Experience in HIPAA transactions 837 (Institutional/Professional), 835(Payment Remittance Advice), 270 (Eligibility Request) / 271 (Eligibility Response), 276 (Claims Status Inquiry Request) / 277 (Claims Status Inquiry Response), 834(Benefit Enrolment and Maintenance Transaction), 278 (Prior Authorization), 997 (Transaction Acknowledgement).

Worked on CRM system implementing with Service Now platform.

Experienced in documenting high level and detailed requirements using different elicitation techniques such as user stories, use cases / prototyping.

Experience participating in CAB meetings and the entire Change Management process.

Experience with the Atlassian JIRA and Confluence.

Experience in understanding Stored Procedures, Stored Functions, Database Triggers, and Packages using PL/SQL.

Experience defining and refining different processes using Visio to prepare process flowcharts to explain said processes to clients.

Skilled at building and deploying multi-valued parameterized reports including matrixes, charts, and gauges in SSRS.

Experience in generating on-demand and scheduled reports for business analysis or management decision using SSRS.

Experienced working on a very small, larger and complex project using agile project management methodology.

Excellent skills in performing Gap Analysis, Feasibility Analysis, Knowledge with BABOK standards and methods, Strengths, Weakness, Opportunities, Threats (SWOT) Analysis to check the compatibility of the existing system infrastructure and server technology with new Business Requirements.

Proficient in executing Test Plans, providing Test Data, conducting unit test, documenting test cases and in Manual Testing - Functional, Database, Black Box, Positive-Negative, and Regression testing.

Experience in writing User manual, conducting functional walkthroughs, and in performing extensive User Acceptance Testing (UAT).

Ability to manage multiple, concurrent projects, activities and tasks under time constraints.


Business Process Modeling

UML/ Use Case Diagrams, Class Diagrams, Object Diagrams, Package Diagrams, State Diagrams, Activity Diagrams, Sequence Diagrams, Communication Diagrams, Component Diagrams, Deployment Diagrams, Process Flow, ER Diagrams and Data Flow Diagrams (DFD).


Waterfall, Agile, RUP

Applications and Utilities

BMC Remedy ARS ServiceDesk Request Management Management Remedy Asset Management Service Level Agreement 7.6, Mid-Tier, DSO, Remedy Migrator, BMC Atrium CMDB 7.6/2.X, Remedy Approval Engine, Email Interface, Visio, Web Logic Server.

Data Base

Oracle Best Practices: It Infrastructure Library (ITIL)

Reporting Tools

SSRS, Tableau, Seagate Crystal Reports / Business Objects

Testing Tools

Win Runner, Load Runner

Office Tools

Ms-Office (Ms-Word, Ms-Excel), PowerPoint Presentation, Ms-Project

Collaboration Tools

Microsoft Live meeting, WebEx Products, SharePoint


Tableau, Actimize (AML), iRise, Gliffy, JIRA, IBM Rational Rose


Centene Corporation - St. Louis, MO Aug 2018 to Present SR. Business Analyst / Service Now

The scope of the project is to work on converting complex request workflows from BMC Remedy to ServiceNow and analyse the Remedy workflows, enhanced -streamlined workflows, and collaborated improvements in Incident Management & IT ticket management system solution testing new and updated workflows in ServiceNow. The international project team utilized ServiceNow project management within agile framework.


Collaborated with ServiceNow to standardize the undocumented change management process for Online Tech and Online CT groups using ServiceNow and mirroring the current Corporate Change Management process. Results: Increased accuracy of change information for CI's in the ServiceNow CMDB, clear accountability for all steps in the change process, complete auditability of changes by SOX auditors, eliminate single points of failure in the approval processes, streamline processes for efficiency and consistency and improved the communication and notification of changes.

Worked on configuring Incident Management, Problem Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.

Interactions with the Business User team to collect the Business Requirements, Processes and the Data Requirements for CRM implementation with ServiceNow.

ServiceNow Discovery to populate the ServiceNow CMDB and populate downstream ITIL processes with network and asset data, in data center set-up.

Addressed relevant needs of Service Management CRM Tool for all Service Providers being on-boarded.

Developed Use Case diagrams, business flow diagrams, Activity/State diagrams and Sequence diagrams using Rational rose so that developers and other stakeholders can understand the business process as well as got involved in LLD and HLD.

Gather requirements for development of various Service catalog items and Request fulfilment with defined SLA and Workflow for both Portal and ITIL views.

Worked on high level requirement gathering activities involving elicitation practices like JAD Sessions, Focused Groups and Document Analysis.

Assisted in entering and updating Issues (Epics, Stories, and Tasks) onto JIRA Agile application.

Understand the ITSM business requirements provided by Solution Architects and convert them into technical specifications. Involved in Installing and Configuring ITSM.

Performed data analysis on source and target tables to validate the data requirement based on business rules and design documents.

Worked as a strategic partner between the business community and ITSM development teams to resolve functional and technical issues related to business applications, to troubleshoot data or transaction issues, and to review opportunities to leverage new functionality.

Identified the gaps between the current deployment of applications and future requirements that have evolved due to organizational growth, changes, or strategy. Translate business requirements into system definitions and solutions.

Developed the design specification, testing information (use cases), installation instructions, and user documentation which provided end-to-end IT Service Management based on ITIL.

Identified the Test requirements based on Application functional requirements, participated in Test Plan Preparation.

Authored various UML diagrams such as Use Cases and activity diagrams using MS Visio and defined the Data Flow Diagrams (DFD).

Created business process workflow diagrams using Business Process Modeling Notation (BPMN).

Hands on experience with Erwin to do reverse engineering with multiple database sources.

Hands on experience with Team Foundation Server to track system requests, request statuses, test plans, and test results.

Conducted JAD and RAD session with business owners to create user stories.

Wrote multiple DML statements using Joins, Average functions, Aggregate functions and scalar functions.

Created simple reports, ad-hoc reports, cached report and burst reporting using SSRS.

Authored test plans, test cases for various test scenarios and helped testing team to better understand the scripts, and live environment constraints.

Capital One - Mclean VA Jun 2017 to Jul 2018 Business Analyst

Capital One Financial Corporation is a bank holding company specializing in credit cards, auto loans, banking and savings accounts headquartered in McLean, Virginia. Capital One is ranked 10th on the list of largest banks in the United States by assets. It is ranked 98th on the Fortune 500, 17th on Fortune's 100 Best Companies to Work For list, and conducts business in the United States, Canada, and the United Kingdom. The company helped pioneer the mass marketing of credit cards in the 1990s.and is the 5th largest credit card issuer by purchase volume, after American Express, JP Morgan Chase, Bank of America, and Citigroup.

Actimize Implementation

Capital One deals foreign currency exchange and has a long history of providing secure and compliant payment services, both by wire transfer and now by Capital One card. This project deals with enhancement of NICE Actimize solutions for the Anti-Money Laundering (AML) Transaction Monitoring System which enables end-to-end coverage for the detection, scoring, alerting, workflow processing, and reporting of suspicious activity. The project is focused on the preparation of CTR (Currency Transaction Report) and SAR (Suspicious Activity Report) as per the AML compliance laws using the NICE Actimize software.


Assist in the administration and review of Client Risk Scoring, Client Identification, Client Onboarding, identifying Key Risk Indicators(KRI) and KYC documentation oversight/management requirements.

Thorough understanding of various modules of AML including Watch List Filtering, Suspicious Activity Monitoring, CTR, CDD, and EDD.

Prepare Business & Functional requirement documents for securities reporting application using standard SDLC templates in MS Word.

Maintain SDLC standards by documenting Project Request Document, Project Planning Document, BRD, FRD, Scope Document, RISK Scorecard, and Planning Phase End Metrics.

Use AML tool Actimize to generate reports through collecting data from various databases to automate the whole process of CTR, transaction monitoring.

Create High Level Design Document, Test Plan & Test Case Document, UAT testing and Release Plan.

Conduct full analysis/Investigations on all types of accounts from Low to High Risk countries/clients for client data like Retail and Institutional Clients during the client onboarding.

Eliciting Trade Surveillance rules and constantly engaging/holding meetings with teams for up to date rule structure.

Assist in creating of Trade Surveillance and creating strategic frameworks compiling with pre-trade, post-trade rules.

Monitored transactions, detecting insider trading and market abuse, complying with complex regulations and provided Trade Surveillance solutions using NICE Actimize.

KYC Doc review during Client onboarding. Understand risk factors.

Monitoring and scenario analysis of payment sources/channels and wire transfers.

SAM Profiling models for transactions. Stand alone and Unusual behavior analysis.

Prepare the report publishing frequencies and the media in which it shall be published (SharePoint), also prepare the document for filing frequency and filing format of the SARs, CTRs to the regulatory agencies and internal systems which adhere to AML principles and procedures.

Study the existing KYC/CIP system and prepared the test data for the CDD/EDD based on the inputs.

Performed vlookup, hlookup, If Else statement, conditional formatting and VBA macros.

Fully assisted with SIT.

Train team members after creating workflow rules of specific situations and how to act on such cases.

WellMed Medical Group – San Antonio, TX Jul 2014 to Sep 2016

Business Analyst

WellMed is a leader in keeping older adults healthy. They proudly provide extra support for those with multiple chronic conditions such as diabetes and heart disease and empower patients to live healthier through the support of an entire medical team that works together to provide the best care possible. Specialists include cardiology, podiatry, dermatology, rheumatology, neurology, palliative care, wound care, hospital medicine and more.

The project was streamlining the onboarding process for new clients and improving new product integration. Worked with business and technical partners to define, document, and review requirements to support new projects. Facilitated and lead cross functional meetings to ensure all phases of product development and launch are successful. Played a key role in documenting and maintaining governance data, reporting, tracking trends to drive program enhancements, and integrating various data sources in support of the Health and Wellness Portal. Established metrics to measure deployment of new project and process initiatives.


Involved in Inception Phase and prepared vision statement and initial data models that contain Business Requirement Documents and supporting documents that contain the essential business elements and detailed definitions.

Defined a repeatable process that is followed in the early stages of the Concept phase which defines risks and impact of product development.

Worked with cross functional teams to define KPI's for each stage of the Product Development and Release Process.

Working with functional teams in an agile environment, analyse factors and components of systems and processes to manage interrelationships and facilitate change. Detects inefficiencies or conflicts in systems and processes and helps to identify effective improvements.

Reviewed existing IT processes in ServiceNow to identify areas of improvements & enhancements.

Implement and configure new ITSM platform ServiceNow.

Involved in preparing Test Plan and defined the testing approach, resources and timelines in agile environment.

Interacted with other team members and participated in daily scrum meeting to make sure the all team members are on the same page.

Prepared Test Cases based on business requirements and business rules for HIPAA EDI Transaction 834, 837, 835.

Wrote Test Cases in Excel based on Technical and Functional Specifications and upload them in ALM.

Maintained Requirement Traceability Matrix (RTM) to make sure that test plans were written for all the requirements.

Defined structured testing methodology and standard testing procedures.

Created and maintained templates such as: Project Progress Report, Test Plans, Requirements. Traceability Matrix, Test Scripts, Test Calendars, Testing Issues.

Extensive use of Jira for test execution, defect tracking and QA related reports creation.

Facilitates communications between customers, SME's and Technical staff. Participate in various testing functions (i.e. string and acceptance tests) to verify that results are correct.

Analysed the system for the effectiveness of the E- commerce operations.

Help manage the overall content of websites through CMS systems.

Assisted in creating wireframes for web interface with the GUI design team.

Analysed data and created class diagrams and ER diagrams for designing databases.

Determined project scope and engineering requirements, estimated schedules, tracked item completion, certified milestones and maintained project documentation and corporate e-commerce web site Testing.

Planned and defined Use Cases created Use Case diagrams, Scenarios and Use Case Narratives using the UML methodologies.

Migrated Data from MS Excel to SQL Server Reporting Service Using DTS and SQL loader utilities.

Assurant Health – Milwaukee, WI Nov 2012 to Jun 2014

Business Analyst

The web site and the supporting system are developed to provide online insurance services to their customers and Agents. The insurance Application involves quotation tool and enables the customer care to complete the transaction after selecting the insurance plan, pricing, analytics, location details etc. Also, agents can quote or complete the application online on behalf of the customer.


Gathered business requirements by driving user-group meetings and working with various global, cross-functional and virtual teams.

Responsible for business system analysis of customizing the BPS Risk Management product with involvement through the whole SDLC.

Help manage the overall content of websites through CMS systems.

Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams, OOD using UML.

Involved in formal requirements gathering methodologies, and developed reports based on specifications.

Created the design layout for a mobile app used to scan a customer’s car to recommend tires and show the tread condition of their tires.

Created document for web analytics implementation, tagging and testing.

Vijaya Bank – Bengaluru, India May 2010 to Aug 2012

Business Analyst

Vijaya Bank was a public sector bank with its corporate office in Bengaluru, Karnataka, India. It was one of the nationalised banks in India. The bank offered a wide range of financial products and services to customers through its various delivery channels. The bank had a network of 2031 branches throughout the country and over 4000 customer touch points including 2001 ATMs.

Vijaya Bank catered to the corporate and institutional segment as well as to commercial, small business and retail clients. The bank deals with Auto finance, Mortgage and Credit cards. The operations include donline and mobile services together, specialized financial businesses serving companies and government entities, and asset management, issue management and processing businesses.


Assisted/Trained members of the project team on understanding the Standard Project Life Cycle Framework.

Analyze and validate all data and present reports to clients which include importing, cleaning, transforming, validating or modeling data with the purpose of understanding or making conclusions from the data for decision making purposes.

Creating, analyzing and reviewing business requirements, System specifications and project schedule documentation - Project Plans, Process Flows, Use Cases, BRD, FRD, and Technical Design Document.

Generated a streamline process to understand the various steps in the loan lifecycle and desired functionality of the new system by interacting with users, management, SME (Subject Matter Expert), stakeholders, lenders, underwriters.

Worked with Project Manager/Leads in creating the Work Break down structure (WBS) from the client requirement documents or Request for Proposal (RFP).

Gathered business requirements through interviews, surveys, prototyping and worked with team to identify gaps and defects.

Conducted extensive meetings and JAD sessions to collect the data requirements and technical specifications to move ahead with the analysis team and business clients.

Analysed, prioritized and managed the requirements using Rational Requisite Pro.

Involved in development of Test Plans & Test Cases and conducting User Acceptance Testing (UAT).

Assisted the QA team in different phases of testing such as System testing, Functional testing, Regression testing and Integration testing for Quality Analysis.


Bachelor’s in commerce from Osmania University, India, 2003.

Master’s in Business Administration from Osmania University, India, 2005

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