I’m an IT professional with over 6 years of experience in Banking & Financial services, Insurance and retail domains. I support business processes as well as technical processes right from eliciting business requirements, drafting user stories / Functional Requirements documents, testing, project management, maintaining relationship with the vendors, preparing training manuals, perform root cause analysis on issues reported by users and supporting stakeholders with performance metrics. On the technical front, I’m fluent with SQL, VBA Macros, and Postman for data validations, BI reporting tools & data analytics.
SUMMARY OF ROLES & RESPONSIBILITIES
●Strong background in Requirement analysis, drafting Functional specifications, Designing UI specifications and Business Rule Harvesting.
●Certified Professional Scrum Product Owner (PSPO).
●Excellent working knowledge in Requirements capturing/elicitation by using various techniques like Stakeholder Interviews, JAD Sessions, Requirements workshops, Epics & User stories creation and refinement sessions, Sprint planning sessions.
●Collaborate with various IT teams across Lines of Businesses, Architects, QA/UAT teams, offshore teams and vendor teams to ensure the system solution meets the business objectives and requirements & support development, QA & UAT processes.
●Substantial experience in writing business requirements, functional requirements, testing software application, creating interfaces, developing reports and managing the User Acceptance testing cycle.
●Well versed in creating various UML diagrams like Use case diagram, Activity Diagram, Sequence Diagram, Wireframes, prototypes and Screen Mockups.
●Well versed in working through and leading Change/Incident/Problem Management processes.
●Experience in writing SQL queries for data analysis, data profiling, data extraction, validation, reporting and investigative purposes.
●Experience in supporting management with estimation, scoping & project planning activities.
●Proficiency for working in traditional Waterfall, Agile and Hybrid Approach.
●Experience in creating End user documents with elaborate details for both technical workflows and non-
technical process flows.
●Provide post-production reporting and support.
●Self-driven, Fast learner, detail oriented, approachable, and an enthusiastic team player.
Master’s in Information Systems and Technology, Wilmington University, New Castle, DE 2016
●Business Process Skills: Requirements Elicitation, Use Case Diagrams, User stories, Functional Requirements Document (FRD) creation, Mockups, Wireframes & UI Prototyping using online tools, Data Flow & Data Mapping Documentation, User Interface Documentation, Project Scoping & Estimation.
●Project Tracking/Documentation Tools: Blueprint, Microsoft SharePoint, MS Office 365, HP Quality Center, Confluence, JIRA, Microsoft Visio, Microsoft Project
●SDLC Methodologies: Waterfall, Iterative Development Methodologies & Agile.
●Technical Processes & Reporting: SQL, Postman, Data Mapping & Web Service documentation.
Contact Center Business Analyst at Morgan Stanley Smith Barney, June 2018 to Dec 2018
●Major initiatives that I worked on: 1) Voice Biometrics Enrollment & Authentication integrations for the CRM/Agent Desktop system. 2) Morgan Stanley’s new wealth management product targeted in the retail segment. I lead the analysis & design across all contact center apps - and was involved in all phases of the lifecycle to see this to a successful completion.
●Business requirements elicitation, document software requirement specifications, facilitate brainstorming sessions between technical teams and business teams for various business initiatives to enhance Morgan Stanley’s Contact Center applications - involving IVR applications, Call Routing configurations, Salesforce-based agent desktop system
●Coordination support for various production implementation / releases of contact center initiatives.
●Supported the mockup / wireframe & UI prototyping process as part of analysis & design.
●Supported the troubleshooting of issues reported by business following production releases.
●Supported integration of Salesforce Applications using REST based web-services.
●Hands on experience in querying Salesforce.com database using SOQL & SOSL queries using Force.com Explorer.
Lead Business Systems Analyst at MetLife, Inc. December 2016 to June 2018
●Major initiatives that I worked on: 1) Auto & Home insurance business sales integration with external vendor leads 2) Salesforce sales & service migration from legacy system to Guidewire for Auto & Home policies.
●Business requirements elicitation – Collaborate with the business stakeholders to gather business requirements & support business analysts in the BRD process.
●Create functional requirements document – detailing functional, non-functional, performance, security & reporting requirements for both IVR & Salesforce projects.
●Have performed Page layout customization, page layout assignment based on profiles and created custom links based on user requirement.
●Worked with 6 different vendor organizations to help integrate their lead information with MetLife’s Lead repository.
●Create data mapping documents & data flow diagrams to help with creation of new middleware services - which vendor systems use to send data to Salesforce.
●Designing lead campaigns & creating validation rules on leads received from external vendors.
●Translate business problems into actionable IT requirements – and support various IT teams across all phases of software development lifecycle – from design to delivery.
●Create visual call flows for IVR applications from the Voice User Interface document – to help provide a functional perspective to the business users.
●Design new screens & enhance existing screens (adding new fields, indicators etc.) for the Agent Desktop application on Salesforce.com – that helped reduce the AHT for agents
Senior Associate, TESCO HSC, May 2010 to January 2014.
●Supported various IVR initiatives & enhancements for the Tesco Bank IVR, Tesco Mobile IVR applications – including implementation of bill payment functionality on the IVR.
●Worked directly with business stakeholders from TESCO’s retail business unit in supporting various business reporting processes using ERP platform.
●Supported various enhancement projects for Tesco’s in-house CRM.
●Worked on various system integration and data migration projects.
●Worked with business team members & stakeholders to gather requirements, analyze existing systems & assisted in creation of Business Requirements Document.
●Created Functional, Non-functional & Technical requirements document.
●Designed IVR call flows & Voice User Interface (VUI) documents.
●Assisted the team with prompt wording & grammar definitions for new features & worked with developers to modify existing grammars & grammar weightage to optimize coverage, efficiency and performance.
●Collaborate and Communicate with Project Owners, Business, Telecom/Vendor & IT teams through design, development, QA and UAT testing phases.
●Analyze trends, call volumes and arrival patterns to determine IVR utilization and performance improvements.
●Conduct root cause analysis of CRM production issues along with development team members, and translate them into actionable business problem statements.
●Generated & analyzed custom reports using CRM reporting.