Senior Business Analyst

Arpitha Mamidala

Senior Business Analyst

Phone: 510-***-**** Email: ********.*******@*****.***

SUMMARY

Around 9 years of experience focusing on Business Analysis, Data Analysis and Quality Assurance along with Project Management.

Experience working through all the phases of Software Development/Testing Life Cycle (SDLC/STLC).

Experience in conducting Joint Application Development (JAD) sessions with End-Users, Subject Matter Experts (SME’s) and Technical teams.

Proficient in gathering business requirements and document business requirement documents (BRD), quick reference guides and work flow diagrams.

Strong knowledge in working on Water Fall and Agile-Scrum Methodologies.

Participate in sprint planning, backlog refinement, daily scrums, retrospectives and sprint reviews.

Actively participate in daily scrum meetings, provide daily status and help the team with any queries related to the user stories.

Work with business stakeholders to document business/project requirements into user stories and acceptance criteria needed to implement and deliver required capabilities to production.

Collaborate with UI/UX teams, technical architects and system analysts.

Experience in leading scrum calls in the absence of the scrum master.

Proficient in performing GAP Analysis, Root Cause Analysis and SWOT Analysis.

Work closely with Developers and Quality Assurance Analysts to ensure requirements and design are completely understood.

Expert in working with popular Agile tools like Jira and Rally.

Expertise in developing and reviewing test plans, create test cases, manual and automated test execution, analyzing results and generating defects.

Expertise in Functional, Regression, Integration, Database Testing, Smoke Testing, UAT, Prod testing, End to End Testing, Portal Testing, Role Based Testing, Mobile Testing, Cross browsing compatibility testing in various environments.

Triage and prioritize defects for production business systems through collaboration with support teams and resolve issues directly with end users as needed/appropriate.

Working knowledge with XML Web Service testing using Soap UI Pro.

Experience in creating basic SQL queries in order to troubleshoot and fix any data related production issues.

Expertise in generating reports on daily & weekly basis using Business Objects (BI) and Service Now.

Expertise in Tealeaf tool to track error counts and analyze the root cause based on real time customer scenarios.

Independent, logical thinker with proven ability to perform detailed data analysis and make sound decisions.

Strong organizational skills, ability to handle multiple projects and manage priorities.

Proven ability to work with large teams which includes members from different geographical regions (On-shore/Off-shore).

Maintain good relationship with the business units by keeping in constant communication, listening to concerns and delivering quality project in response.

TECHNICAL SKILLS

Methodologies

Waterfall, Agile-Scrum, SDLC

Requirement Management Tools

Quality Center (QC), Jira, Rally, Rational Requisite Pro

Databases

Toad, Teradata, SQL Server, DB2, Oracle 10g

BI Tool

Business Objects, Service Now

Tracking Tools

Quality Center (QC), Jira, Service Now

Testing Tools

SoapUI 5.4, QTP, Putti

Operating Systems

Windows XP/Vista/7/8/10, IOS, Android

Others

MS Office word, Excel, Visio, Splunk, Navigator, Error Management tool, Rational Rose, Share point, Tealeaf. Snag IT, Lotus Notes, Jabber, MS Outlook, Excalibur.

PROFESSIONAL EXPERIENCE

OptumRx, United Health Group, Chicago, IL

Sr. Business Analyst

Inbound IVR/ E-commerce Product Services Group Jul 2016 - Present

Optum is a health information technology and services firm that is a part of UnitedHealth Group. It provides technological, operational and consulting solutions and services to individuals, healthcare organizations, pharmaceutical companies as well as the federal and state governments. This role includes multiple projects within Optum for IVR and E-commerce Product Service Group.

Following OptumRx’s recent acquisition of Catamaran, OptumRx now have separate systems for both IVR as well as OptumRx Web and Mobile applications. The aim of the project is to consolidate all the systems to make it more efficient and provide improved customer experience with enhancements for their combined customers.

Responsibilities:

Works with the business stakeholders, product owners and SME’S to align technology solutions with business strategies; eliciting, analyzing, gathering the requirements, documenting and serving as the primary liaison between the business community and the IT organization to ensure integrity of the end-to-end solution.

Create User Stories and maintain backlogs, Business Requirements Documents (BRD’s), Quick Reference Guides, Change Request Documents (CR’s) and work flow diagrams of OptumRx project (Member, Pharmacy and physician flows).

Worked in Waterfall environment as well as Agile/Scrum methodologies with its various workflows, artifacts and activities to manage life cycle from Inception to Transition phase.

Assist Product Owner with Backlog grooming, User Story development and prioritization.

Work closely with the development, production teams and clearly communicates with all stakeholders in the management and progress of projects.

Identify and raise risks, issues, assumptions, dependencies, etc. to support solution delivery.

Create test cases, support User Acceptance Testing (UAT) and production testing with End Users for OptumRx projects (MST and SPT IVR’s, Member Portal Web/Mobile Applications).

Provide feedback to developers and the QA team on top priority issues and assist in documenting user manual for end users.

Ensure issues are identified, reported, tracked and resolved in a timely manner.

Co-ordinated with the Project Owners to update project plans with any impact due to a change request. Verify if the contingency plan will absorb any delay in project due to change request.

Collaborate with Product Management to balance product vision and voice of customer in order to recommend and deliver best solutions.

Participate in BRD signoff meetings, change control meetings with business and technical teams.

Perform research to identify potential resolutions for problems/issue (Eg., other technical teams, vendors, web searches, knowledge base and experimentation).

Identify the appropriate workgroup assignment to drive resolution of problems/issues and escalate them in a timely manner, to minimize downtime and customer impact.

Communicate status of the member portal issue, progress and resolutions to end users in a timely manner.

Adhere to enterprise process/procedure standards and requirements related to documentation and tracking of incidents.

Document the processes used and steps taken to resolve and close incidents.

Generated daily, weekly and monthly reports using Service Now tool on the incidents status and reported to the higher management.

Technical Environment: Waterfall, Agile, Jira, Windows 7/10, Navigator, Service Now, Soap UI 5.4, RxClaims database, Toad Database, IRIS, Webservices, Splunk, HSID Admin tool, MS Word, Excel, Visio, SQL, Sharepoint.

DISA Global Solutions, Houston, TX

Sr. Business Analyst Aug2015 – Jun2016

DISA has been providing full-service employee screening solutions for over 20 years. The services include drug and alcohol testing, background screening, occupational medicine and testing, safety training and transportation compliance.

The Scope of the project is to redesign the existing Web application “DISAWorks” to make it more robust, lightweight, user friendly and to be compatible with all browsers used by Employees, Clients, Marketing teams, Background Check department, Drug and Alcohol Test departments.

Responsibilities:

Collaborated with Product Owners, Project Stakeholders, SME’s of various departments such as Sales and Marketing teams of Background Checks, Drug and Alcohol Test departments to develop business strategies in order to optimize the sales performance.

Perform duties related to the review, assessment, analysis, and development of business processes of the new Deskwork’s Web application.

Validated existing process (AS-IS process), communicated gaps and suggested TO-BE process with key Stakeholders, Business Product Owners and Technical teams.

Gathered, analyzed and created functional specifications including User Stories, Business Requirement Documents (BRD), Use Cases & Visio flow diagrams.

Collaborated with project stakeholders and technical teams regarding enhancements, participated in weekly executive level meetings to speak about project status, details and next steps.

Implemented application using Agile/Scrum framework and created User Stories, Use Cases, Product Backlog items and participated in Daily Stand up meetings, Sprint planning sessions, Backlog Grooming sessions, Backlog Review meetings, Sprint Demos and BRD Sign off meetings.

Acted as a liaison between departmental end-users, technical analysts, and consultants in design, testing and maintenance of case management systems to ensure optimal operational performance.

Worked closely with UI teams and involved in the process of improving the UI/UX wireframes/mockups.

Coordinated and facilitated workshop sessions with UI team, business and IT teams to gather requirements and understand the business needs from various departments.

Worked closely with QA team in reviewing test plan, test cases and performed smoke testing, regression testing, cross browser compatibility testing, security testing, role-based testing, UAT (User Acceptance testing) and production testing in collaboration with ensure necessary enhancements, patches and configuration changes.

Technical Environment: Agile-Scrum, Jira, SQL Server database, Sharepoint, SnagIt, Microsoft Word, Excel, and Visio.

AT&T, Orlando, FL

Sr. Business Analyst/Web Support Analyst

(Problem Management Team/Production Support) Apr2014 – Jul2015

The project was to enhance the functionality of an OPSS (Online Postal Sales & Services) & DSS (Digital Self Service, myAT&T app) E-Commerce Web and Mobile based applications with new features to make it more efficient and User-friendly.

Responsibilities:

Worked as a primary liaison between both business and IT teams involved in the project for the better understanding of the business and IT processes.

Conducted meetings with stakeholders and SME’s to clearly understand the requirements and created Business Requirement Documents (BRDs), Flow diagrams and elicited them in the form of Use Cases.

Involved in reviewing Test plan document and developed test cases to cover functionality of OPSS Web and Mobile applications.

Assisted in testing, troubleshooting issues and provided feedback to improve functionality.

Validated Digital Self Service (DSS) Mobile application testing on various devices such as iPhone, Android, iPad & Windows in Native App and HTML versions on Wi-Fi, VPN & LTE Networks in various test environments.

Validated Online Postal Sales and Services (OPSS) catalog updates for next generation of iPhone devices (iPhone6) for pre-order sales.

Performed Functional testing, Regression testing, Integration testing, cross browser compatibility testing, Redhats PVT testing, (Pre-Production validations) and Production validations.

Supported UAT stakeholder testing and executed test cases in HP Quality Center.

Generated daily and weekly reports using Business Objects (BI) tool; performed data analysis and worked closely with Customer Support Leaders to build an understanding of the business at a level of detail that enables them to identify and address critical issues.

Extensively worked on Tealeaf tool by analyzing existing Customer actions on AT&T website within web and mobile browsers, proactively monitored application issues or failures, found the root cause and trouble shoot the issues on priority basis.

Supported testing using Tealeaf and/or Splunk events and reported to support business decisions.

Replay sessions to analyze incidents and VOC feedback. Escalated usability issues to the application /business teams based on alerts.

Used HP Quality Center (QC) & Jira as a defect tracking and Share point as a management tool.

Technical Environment: Java, HP Quality Center, Jira, SQL, Mobile Testing, Tealeaf, Error Management Tool (EMT), SQL Server, SnagIt, Microsoft Word, Excel, Visio, Share point, and Business Objects (BI) tool.

Hertz Corporations – Park Ridge, NJ

Business/ QA Analyst Jan2012 – Mar2014

The aim of the project is to develop a Web-based CRM application to add, modify or delete and other regular customer operations while reserving a rental car via walk ins or by phones as a tool to provide a better customer service.

HertzCarSales is an E-Commerce web application which provides a retail automotive industry platform that allows business to sell used car fleet.

Responsibilities:

Responsible for managing and assisting in the design and functionality of the Hertz Corporation CRM and E-Commerce websites.

Facilitated JAD sessions with SME’s, Product owners, and Development teams to understand the business process; gathered business/functional requirements and identified changes.

Created specification documentations for projects based on the needs of the business through Use Cases and Visio Flows.

Participated in Agile approach and actively participated in Daily stand up meetings.

Involved in reviewing Test plan documents and developed Test Cases for UI Dashboard Web application.

Played a Lead role for UI Dashboard Web application and performed Smoke testing, Functional testing, Regression testing, End to End testing, Cross browsing testing for UI Dashboard Web application in various environments.

Performed and documented end-to-end testing from CRM application to Teradata database by using SQL queries.

Performed and documented Integration testing between UI Dashboard and Excalibur Application to create or modify car rental reservations.

Performed and documented Integration testing between Web services and UI Dashboard Web application to validate the output in UI application using SoapUI Pro.

Performed manual test procedures for functional testing of Web services using SoapUI 4.0.1.

Performed smoke testing, regression testing and UAT testing across all major operating systems, browsers and mobile devices for Hertz rent2buy E-Commerce Web based application which provides a platform for client/end users to reserve a car for test drives, sales, pricing and discounting.

Used JIRA as a Defect Tracking tool and Share point to access and manage project related documents.

Involved in User Acceptance Testing (UAT) and production testing with Developers and QA team.

Participated in BRD signoff meetings, change control meetings with business and technical teams.

Technical Environment: SoapUI4.0.1, JIRA, HP Quality Center, XML, Windows Vista, Teradata Studio Express13.10, Agile Methodology, SnagIt, Java, J2EE, .Net, DB2, Web services, Requisite pro, Share Point, Excalibur, WIN SAP, Putti, Mobile Testing, Unix, Microsoft word, Visio and Excel.

Door-Door Moving Services, San Jose, CA Apr2010 – Jun2011

Web/QA Analyst

Door to Door revolutionized the self-storage industry by introducing portable, containerized storage and committed to deliver quality moving and storage solutions to their customers.

Responsibilities:

Created Test Cases based on Use Cases in MS Excel.

Extensively performed Manual Testing process; performed Smoke, Regression and Integration testing to ensure the quality of the software.

Reported defects in Quality Center and interacted with the team to track and resolve the issues.

Participated in various meetings to discuss enhancement and modification requests.

Prepared daily and weekly status reports and reported to the Project Manager.

Performed User Acceptance Testing (UAT) and production testing including mobile testing resulting in decreased site issues and increased functionality.

Managed and tested applications for the end user to make reservations on their mobile device, resulting in an increased revenue stream.

ASAP Relocations, San Jose, CA

Intern Feb2010 – Apr2010 Dedicated customer service support analyst motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish support with clients and exceed sales quotes.

Responsibilities:

Consulted with customers to evaluate needs and determine best options and counsel customers on options for service and coverage policies.

Consistently improved customer satisfaction through expert resolution of conflicts, issues, and concerns.

Responded to questions and concerns about services, and escalated calls appropriately.

Promptly responded to general inquiries from members, staff, and clients via telephone, mail, e-mail, and fax.

Maintained up-to-date knowledge of policies regarding payments, account changes, and upgrades.

Developed highly empathetic client relationships and earned reputation for delivering exceptional customer service.

EDUCATION

Masters in Business Administration (HRM), HGU, California, USA.

Bachelor’s in Information Technology, JNT University, India.

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