Customer Service Software Analyst

SHOUROOQ SHAATH SENIOR OPENTEXT COUNSLTANT

Calgary, AB, CANADA – phone# 403-***-**** - ********.******@*******.***

Career Profile

Senior OpenText Systems Specialist with +11 years of experience in the oil and gas industry supporting the business with ECM/ CS strategic business objective. Strong communication and interpersonal skills with ability to build and maintain strong relationships with stakeholders and vendor. Possess excellent analytical and articulation skills. Innovated mindset with a solution focused on the clients. Passionate about contentious improvement and customer service. Experienced working in an agile delivery environment. Recognized by the business stakeholder for providing excellent customer service experience.

Core Competencies

Technical Investigation

Quality Assurance

Analytics Skills

Functional Testing

OpenText CS 10.5

OpenText Cloud

OpenText Migration

Innovative Mindset

Strong Communication

Change Management

Critical Thinking

Positive Attitude

Professional Experiences

Business Software Analyst 2022-Present

Bromwich & Smith Insolvency, Calgary, AB

Responsible for improving enterprise vendor relationships by reviewing and evaluating contractual agreement performance.

Partnering with stakeholders to enhance and manage IPS vendor relationships for strategic enterprise vendors.

Leading the development of decision framework models and governance structures and service level agreements

Review IT strategy and contract management and vendor performance evaluation.

Partnering closely with stakeholders to enhance, implement, manage vendor relationships and governance models for strategic enterprise vendors.

Continuous Education 2021 -Present

Agile Scrum Master (ASM)

Lean Six Sigma Green Belt (LSSGB)

Project Management PMP Certification

Sr. ECM Business Systems Analyst 2013 -2020

Alberta Energy Regulator (AER), Calgary, AB

Preformed business analysis and business requirement to support the delivery of ECM migration to OpenText CS cloud solution

Responsible to validate and execute customer data and access requests in accordance with polices and contracts

Responsible for providing support for the day-to-day CS 10.5 system security and user permission to folders and content and workflows.

Planned system users’ acceptance testing, test data and verifying application accuracy and managing defect resolution process

Provided coaching and mentoring to team members to support timely delivery of new CS functional features and workflows processes.

ECM Business Analyst 2011 -2013

Sanjel Corporation, Calgary, AB

Collaborating with stakeholders to initiate, plan, and execute deliverables for complex projects and provide and provide update and communicating issues to management teams.

Managed business process design activities as well as defining business functional design specification while performing data analysis to identify data gaps.

Collaborating with the user during functional and data validations task and prioritization to maintain user facing application

Preformed data mock-ups and data mapping and business rules during the ECM project as part of the digital innovation team

Participated in system user acceptance testing by defining business functional and design specifications and validate data gaps.

ECM Client Support Analyst 2010 -2011

Sanjel Corporation, Calgary, AB

Built a strong trusting relationships to provide guidance to support the development to colleagues in the project team.

Act a subject matter expert to investigate and resolve complex workflow and procedural issue to ensure project deliverables are met on time.

Provided training and support as a subject matter expert in ECM system and support the collaborations of a company initiative

Educations

Business Analysis designation Certification

Mount Royal University, Calgary, AB

ECM Practitioner certificate

AIIM Information Management (ECM), Distance learning

Network & Internet Support Specialist, Diploma

CDI College of Business, Technology, and Health care, Calgary, AB

Office Information Technology & Accounting, Certificate

Nova Scotia Community College, Halifax, NS

High School Diploma

Charles P. Allen High School, Halifax, NS

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