Gagandeep Kaur

addf51@r.postjobfree.com 508-***-****

EXPERIENCE SUMMARY

AREAS OF EXPERTISE

Senior Business Analyst with over 11 years of experience in business analysis, process automation & service delivery. Experience working with cross-functional and remote teams to generate innovative solutions to immediate issues without losing sight of long-term objectives.

Extensive experience in documenting Business, Functional and Non-Functions requirements. Proficient in working on CRM tools & creating User Stories, Test Cases, Information Flow Diagrams, Wireframes, Proof of Concepts, Interface Mapping, Gap analysis, Swim lane Diagrams, Data Mapping, Communication Plans, Questionnaires, Project Plans, and Operational Workflows. Create Use Cases and Test Cases during QA and UAT phase.

TECHNOLOGY

Salesforce.com, Service Cloud, Sales Clod, CPQ, Siebel CRM, AWS Cloud, JIRA, Google Cloud, Trello, Lucid chart, MS Office, Visio, Tableau, SharePoint, Confluence, SQL, Oracle Toad, RACI matrix, SDLC – Agile & Waterfall, IBM Clear Quest, IBM Rational Requirements Composer, IBM Blue Works, Service Now.

PROFESSIONAL EXPERIENCE

Genentech Inc., South San Francisco, CA July 2019 – Present

Business Systems Analyst

Worked on the CCPA (California Consumer Privacy Act) implementation for the US Informatics team to become compliant with the California’s new privacy law.

Created the data flows for various solutions to map customer data and identify PII (Personal Identifiable Information) shared across network. Used Lucid Chart to create the flows.

Worked on technologies like One Trust to scan the URLs to add the cookie banner & privacy link to the external customer facing websites.

In addition, working with the Government Affairs team on a technology solution to collect and incorporate Genentech’s asset data in an ios mobile app ConnectGA. The primary goal is to make relevant, accurate and timely information available to the Government Affairs team prior to their meeting with the key stakeholders. The solution’s infrastructure is built on Google Cloud.

Managing day-to-day deliverables for the project by prioritizing, documenting the communicating the long term & short term goals with the team. Using Trello board & Google Suite to track the project roadmap.

Managing communication with the third party vendors to identify & collect source data for the app.

Facilitated the setup of BOT process to transfer file from vendor to the app via B2B gateway.

Documented Epics, User Stories, Acceptance criteria, Tasks & prioritized all incidents / tickets in JIRA.

Developed & implemented Test Cases during the User Acceptance Testing phase. Logged & tracked bugs in JIRA.

Adobe, Inc., San Francisco, CA Nov 2018 – July 2019

Business Solutions Analyst

Worked in the Commerce Onboarding team to onboard Adobe offers

Create offer onboarding specifications

Write detailed functional requirements and take into account constraints, technical dependencies and onboarding business rules.

Facilitate discussions with the business teams to capture all requirements.

Use Agile Scrum SDLC methodology to manage projects/requests

Onboard Offers using Adobe proprietary tools like SSOCM, SDS UI, JEM & Dralion

Work with the team to launch Adobe offers on Staging and Production environments

Work with the QA team to complete testing on stage and production environments

Cisco Systems, Inc., San Jose, CA Mar 2018 – Nov 2018

Project Consulting Specialist

Working with the LTPO (Legal Technology & Program Office) team to build a tool for automating the Legal Hold E-Discovery process.

Documented Cisco’s As-Is E-Discovery process by creating Use Cases and Swim lane diagrams.

Actively participated with business system users to understand automation needs in relationship to legal E-Discovery process through TeamConnect Legal (Mitratech).

Created over 15 UI wireframes using Pencil Project tool. Also, created Data Dictionary for each UI.

Used Agile SDLC approach to document User Stories for Legal Hold, Financial Reporting, VPN Setup and E-Discovery processes.

Also, worked with the Service Ops team to create BI Dashboard using Machine Learning and Hadoop concepts.

The cloud-based Dashboard is built on the subscription model that is to be available for customers in the future.

Worked with the development/architecture team to identify API connections for data automation.

Created and prioritized product backlog in Rally and moved User Stories under Epics in Rally.

Equinix, Sunnyvale, CA Feb 2017 – March 2018

Consultant Business Systems Analyst

Worked on improving Equinix Data Center’s Quote to Cash process through enhancements and customizations in Siebel CRM.

Worked on CPQ to do Order Management, create Quote, Work Order, and Asset etc.

In addition, worked with the Fulfillment and Product teams to capture requirements for Data Center needs and CRM system Demands.

Created swim lanes, flowcharts and diagrams to illustrate sequence of steps program must follow and to describe logical operations involved.

Created UI screen mock-ups, prototypes and wireframes to provide design level details.

Worked with QA teams to document Use Cases and Test Cases.

Managed Incidents and Demands in Service Now.

Consulted, provided support on various onshore & off shore stakeholders to build & maintain the application.

Massachusetts Department of Transportation March 2016 – Dec 2016

Consultant Business Analyst

Worked with Registry of Motor Vehicles on the Queuing project to replace legacy system with the new COTS queuing software.

Worked with the project manager to create Request for Proposal (RFP) and proof of concept documents for queuing system.

Captured requirements & user stories on the project using agile/scrum SDLC approach.

Managed projected documents on SharePoint.

Worked on capturing requirements for Road Test & Salvage Vehicle Inspection appointments eCommerce projects.

Created customer flow swim lanes diagram using MS Visio and process blueprint using IBM Blueprint Live.

Used tools like Rational Requirements Composer, Asana, JIRA and Rational Quality Composer.

PerkinElmer, Waltham, MA Nov 2015 – Feb 2016

Consultant Business Systems Analyst

Worked in this Healthcare Company as Business Systems Analyst on multiple projects to:

1.Ecommerce project to rebuild and redesign the PKI website.

2.Ecommerce project to create a customer account on Viacord.com website.

3.Automate the invoicing process for multiple countries in Europe.

Some of my key job responsibilities include:

Worked with the offshore QA team to write Use Cases and Test Cases.

Worked with the development team to define requirements and communicate to QA team.

Created mapping documents for Web Services, API to transfer XML/flat files through ETL process.

Worked with business teams in Europe to document requirements for e-Invoicing project.

Used tools like Veeva CRM, UNIX, MS-Visio, JIRA and SharePoint.

The Walt Disney Company, CA Feb 2015 – Sep 2015

Consultant Business Systems Analyst

Worked on an eCommerce & Order Management project to update disneystore.com customer facing website & Mobile to launch a new range of products called Subscriptions.

Worked through the design phase to put together functional requirements document.

Prepare use cases scenarios and create process flows.

Conducted requirement review sessions to validate requirements with peers and project stakeholders.

Worked with the QA team to write Test Conditions & Expected Results (TCER)

Prepared requirements to improve & update the Supply Chain process.

Used tools like Visio, JIRA and Confluence on the project.

Williams Sonoma, San Francisco, CA July 2014 – Dec 2014

Consultant Business Analyst

Worked on setting up Training Environment for SOA based Sterling Commerce Order Management System

The project includes various modules like Order Capture, Appeasements, Fulfillment, Payment Capture, Supply Chain, Returns & Exchanges, etc.

Gathered Functional and Non-Functional requirements that will identify and define the scenarios and data required to setup for the new OMS Training system

Perform the lead BA role for the project to gather data for the new Training Environment from IBM Mainframe and Salesforce.com.

Prepared Use Case Scenarios and Test plans for the new Training Environment

Farmers Insurance, Woodland Hills, CA August 2013 – June 2014

Consultant Business Systems Analyst

Worked on the Farmers Insurance Siebel CRM Customer Care, CTI (Cisco Telephony Interface) and IVR (Interactive Voice Response) CRM system to capture requirements for system enhancements and projects.

Consult with key business users and subject matter experts to gather information about system needs, objectives, functions, features to create requirements.

Create UI screen mock-ups, prototypes and proof of concepts to provide design level details & posted them on SharePoint.

Responsible for testing during UAT phase on Siebel CRM and providing a walkthrough of the enhancements to business through fitting session.

Worked on the project to integrate Siebel CRM with Quality Center

DIRECTV, Inc., El Segundo, CA Feb 2013 – July 2013

Consultant Sr. Business Analyst

Worked on the project to migrate DIRECTV offers for commercial customers to SalesForce.com.

Captured approx. 400 commercial customer’s offers to be migrated to Salesforce.com.

Worked with the team to capture all attributes and rules for each offer.

Provided support in conducting meetings with SFDC team to capture requirements on Salesforce.com

Worked with the team to migrate commercial services to ExactTarget Marketing Cloud (email, SMS, analytics etc.)

Managed requirements and other project related documentation using MS Office.

Worked with systems such as CA Clarity PPM, SharePoint, MS Office, and STMS.

Monster Worldwide, Maynard, MA Dec 2011 – Dec 2012

Senior Business Systems Analyst

Worked as a SME on Siebel CRM (Call Center) to prioritize and provide solutions to everyday software issues. Translate business requirements into high-level systems solutions for quarterly releases.

Worked as a Senior Business Systems Analyst on Siebel CRM on various modules- Lead, Opportunity, Quote and Order.

Worked with global teams and clients. This includes working as a lead BA for following CRM – Call center modules;

Siebel Customer Service – for North America, Central South America and Europe

Siebel Finance - for North America, Central South America and Europe

Siebel Fraud - Global

Worked on creating requirements for CRM enhancements and for projects covered in quarterly releases.

Created UI screen mock-ups, prototypes and wireframes to provide design level details.

Worked on the Customer Care- CTI (Cisco Telephony Interface) and IVR (Interactive Voice Response) CRM system to capture requirements for system enhancements and projects.

Worked as a Lead BA on the eCommerce automation-based project called MAPP (Matching Application). MAPP is a layer between monster.com and Siebel CRM system where all site orders pass through MAPP. MAPP then automatically creates orders in CRM with different order statuses based on the rules set in MAPP.

Assigned as a Lead BA for marketing software IBM Unica. Acted as a first line of support for any functional issues relating to Unica.

Managed all Admin, Production & development incidents in Clear Quest respectively.

Euro-Pro, Newton, MA June 2011 – Dec 2011

Consultant Business Process Analyst

Euro-Pro has grown substantially in the past couple of years. This required process improvement to support this growth. Role as a Business Process Analyst revolved around working with the internal teams for process reengineering and process improvement.

Captured As-Is and To-Be information on the Infomercial process after communicating with cross-functional teams.

Find gaps in the Product Life Cycle (PLC) and create recommendation documents.

Created Visio flow diagram to show existing and new Manufacturing & Supply Chain process flow

Captured meeting minutes in the high-level meetings conducted with China team. Topics discussed for process improvement.

CAR and ECN Process Review

Service Level Agreement

Quality Vision Realization and Framework

Training and Adoption

Clearly defining ‘Job Definitions’

Factory DPPM, etc.

Created a Service Level Agreement based on communication with China team.

Staples Inc., Framingham, MA June 2010 – May 2011

Consultant Business Analyst

Worked on the SOA based Customer Order Management System (COM) for Staples Business Delivery (SBD) Customer Service & Call Center project delivered via several Business Releases. This is a project to replace the legacy system – Mainframe with the Sterling OMS system. This will allow Staples to introduce new order management system for Order Capture and Order Management, Returns and exchanges, cash and merchandise adjustments. Current role is of a Business Analyst includes following key responsibilities:

Documented functional and non-functional requirements that will identify and define the scenarios and data required to setup COM Training Environment for CSR’s.

Created process flow diagrams, activity diagrams and wireframes for the system.

Prepared Use Case Scenarios for the data required for new Sterling OMS in the COM training environment.

Worked with different teams involving Business Users, Subject matter experts, QA and Technical teams.

Also worked on updating the Credit Card process for process (EDI structured).

Copyright Clearance Center, Danvers, MA April 2010 – June 2010

Consultant Business Analyst

Worked on the project to integrate Oracle EBS with Oracle hub to automate the lead routing process.

Documented the business process by identifying and writing business requirements and functional specification documents

Worked with Oracle applications 11i (e–business suite) CRM to manage leads and automating leads in the system.

Created data mapping documents and queries for automations of leads into Oracle from Siebel CRM.

Worked on marketing automation process for generating leads into CRM.

Used ETL processing methods and worked with the technical teams to create data models and data mappings documents.

Worked with cross-functional teams such as Marketing, Sales, Licensing, Account Management & CSR’s.

Generated reports from Business Intelligence (BI) using SQL queries.

Previous Experience

HCL Technologies BPO Ltd, Noida, India Aug 2005 – March 2006

MIS Executive

Performed a liaison role between Systems and the user community coordinating technical projects by analyzing and defining user requirements and translating them into system requirements to ensure understanding of the request by all project and business members

IBM Global Services India Ltd (IGSI), Gurgaon, India Jan 2005 – July 2005

Programmer - Intern

Participated on all the phases of development life cycle (SDLC) from analysis to implementation.

Involved in the development of an Internal Billing System, where development environment was based on J2EE Framework, which included working with JSP, EJB, struts and Java Servlets with IBM WebSphere as the application server working on Oracle Toad

Educomp Datamatics Ltd, New Delhi, India Aug 2001 – July 2002

Programmer Analyst

Involved in the development of Classroom Study Software that allowed integrating technology in the classrooms and teacher trainings using J2EE technologies.

EDUCATION

MBA – IT & Strategic Management, Curry College, Milton, MA with GPA: 3.75/4.00

MS in Computer Science, Punjab Technical University, India

BBA – Bachelor of Business Administration, Punjab Technical University, India

CERTIFICATE / PROFESSIONAL DEVELOPMENT WORKSHOP

“IT Business Requirements Management”, certificate course sponsored by Babson College

Completed “Agile Whole Team Training” workshop conducted by Eliassen Group.

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