Business Analyst Product Owner
Resume:
Farhana Hirji
*************@*******.***
SUMMARY
Over 16 years of diverse experience in the field of IT with emphasis on Project Management, Business Analysis, Technical Consulting, Product Development and Software Quality Assurance.
6 months experience leading ICM and non-ICM Contact Centre Applications
10+ experience in technical consulting, leading and testing telecommunication applications
10+ experience leading, collecting requirements and testing Genesys’s Contact Centre applications
10+ experience in retail banking
2+ experience in payment process and product development lifecycle.
Experience in Quality Assurance Life Cycle (QALC), Defect Management Life Cycle, and Software Development Life Cycle (SDLC) methodologies
Experience in PM and BA Processes, Best Practices, and Methodologies such as Agile and Waterfall
Experience in developing User Stories, Business Requirement documents, and System Requirements documents
Exceptional performance rating at Millicom International Cellular
Exceptional performance ratings for five years at Bank of Montreal Organization (BMO)
Selected for the Accelerated Growth Program (AGP) at BMO
Able to learn new technologies and challenging concepts quickly, then implement them
Excellent analytical, problem solving, decision-making and presentation skills with the ability to co-ordinate activities in fast-paced team environments
A strong team player who contributes to team goals
Able to work productively and effectively in teams as well as individually
Strong communication and interpersonal skills
Flexible and experienced in working in multi-project environments
Willing and able to learn new technology
EDUCATION & TRAINING
Master's Degree in Business Administration-Ivey School of Business, University of Western Ontario, London, Canada (2013-2015)
Master in Information Studies (Information Systems)-University of Toronto, Toronto, Canada (2004-2006)
Honors in Bachelor of Arts (Information Technology)-York University, Toronto, Canada (1999- 2004)
TECHNICAL SKILLS
Defect Reporting
HP ALM, JIRA, Clear Quest (CQ)
Software Tools
HP Agile Manager, Smart Term, MS Office 2010, MS Visio, MS Project, MS Visual Studio,
Operating Systems
Window 10/7/XP/2000, Windows Server 2003/2008, Unix (AIX), Mac operating systems.
Mobile OS
IOS, Android, BB10, Microsoft Mobile OS.
Smartphones and Tablet
Android Devices, IPhones, Blackberrys, Windows Phones, IPad, Playbook, Samsung Galaxy Tablet.
PROFESSIONAL EXPERIENCE
Enterprise /Gap Inc – USA March 2022 – now
Product Owner/Business Analyst
Working on Agile Scrum development process
Working closely with developers and stakeholders to groom and detail stories.
Working with the business team to understand the requirements
Write user stories for assigned features in partnership with PDM and developer
Map user stories to use cases/features and identifies ambiguities in business requirements and user stories
Monitor Quality and requirements Traceability of features and user stories
Collaborate with others to take business requirements and translate to technical details for the customer/product/capability
Follow up with other PDM for clarification on functional and non – functional requirements
Write robust requirements, prioritize the backlog, and work closely with the engineering teams to deliver and test quality software
Develop and manage project plans and key stakeholder engagement strategy on all initiatives
Build relationships with key business partners and other brand stakeholders; articulates product needs clearly and succinctly to different audiences and cross functional partners
Develop in depth knowledge of industry trends and standards to introduce the continual process, tool and methodology improvements
Identify, measure, and interpret results to validate product strategy.
Provide research, analysis, and support for identifying, evaluating, and resolving strategic opportunities
Infosys/UBS – USA Sept 2021 – March 2022
product owner/Business Systems Analyst
Working on Avaya to Genesys migration project
Responsible for creating IVR call flow creation for various business units
Responsible for collecting requirements for CTI, Verint Verba, Peoplesoft, Nexdia, SME, Workforce Management and Reporting
Write user stories for assigned features in partnership with testers and developers
Map user stories to use cases/features and identifies ambiguities in business requirements and user stories
Monitor Quality and requirements Traceability of features and user stories
Collaborate with the stakeholders to take business requirements and translate to technical details for the customer/product/capability
Follow up with Product Owner for clarification on functional and non – functional requirements
Responsible for managing developers and testers
Responsible for creating BRDS
Responsible for IVR end to end testing
Responsible for testing for routing strategy
Responsible for integration testing with IVR, CTI, Verint Verba, Nexdia, SME and Peoplesoft
Responsible for creating Test Plan and Test Designs
S3 Consulting/Wells Fargo - Chandler, Arizona, USA Feb 2020 – Sept 2021
Senior Business Systems Consultant
Working on Salesforce CRM– Authentication project for Branch and Contact Centre users, Production Support Incidence, Complaints Enhancement Project, Update Contact Information Project & Referrals.
Authentication features:
Searching for the customer from the homepage
Launching the PIN Pad from the homepage
Workflow initiation
Authentication from the Customer page
Financial heath Authentication and prompt for additional tokens
Referral workflow Authentication, one time consent, deep- linking to legacy system and return to salesforce with Session ended
Working on Agile Scrum development process
Working closely with product owner to groom and detail stories.
Working with the business team to understand the requirements
Write user stories for assigned features in partnership with product owner and developer
Map user stories to use cases/features and identifies ambiguities in business requirements and user stories
Monitor Quality and requirements Traceability of features and user stories
Collaborate with the Product Owner to take business requirements and translate to technical details for the customer/product/capability
Follow up with Product Owner for clarification on functional and non – functional requirements
Help define stories to support the KPI associated with the work the Scrum teams are focused on
Work with the UI team to ensure final product meets business requirements
Providing suggestion to business to make their business workflow more solution oriented
Creating Workflow diagrams, process diagrams and wireframes
Analyzing business and user needs, documents requirements, and revises existing system logic.
Interacting with clients, internal and external, acting as a key liaison between business and technology areas.
Understand the project life cycle, user interactions, development, and testing timelines
Responsible for gathering requirements from Project Owner and various stakeholders
Responsible for creating BRDs and FSDs
Responsible for chairing the backlog grooming sessions
Responsible for interacting with multiple teams to identify risks and interdependences.
Provide technical insight to identify platform needs and meet desired user experience
Support development, sequencing and refinement of Data user stories/features
Analyze story feasibility. Work with PO, Architect, Dev lead as needed
Work with Technology partners for inputs on integration and analysis related to specific stories
Liaison with business community and translate technical speak in foster understanding of how the end user experience will be delivered
Bell Canada -Mississauga, Ontario, Canada Aug 2019 – Jan 2020
Project Manager/Senior Business Analyst
Worked on the following projects
Outsourcing Call Centers to Rabat, Morocco and Chennai, India
Migrating IVR from Internal Telecom Platform to MSP Platform
New IVR and Routing Project
Automated Credit Check and IVR routing and queuing project
Avaya Contact Centre system configuration
Projects involved analyzing data – specifically IVT data and suggesting solutions
Responsible for designing IVR call flow
Responsible for reviewing and advising the stakeholders regarding the work delivered by the vendors. This is to ensure the vendors are aligned with the business requirements
Eliciting, analyzing, documenting, and validating business requirements, process flows, identifying system and process solution components, and producing functional specifications and all project documentation
responsible for providing design ideas to develop project solutions
Represent Customer/user experience and translate requirements into defined specifications
Prepare communications and make presentations on system enhancements and/or alternatives
Act as a liaison between the IT development group and business units for the development and implementation of new systems and enhancement of existing systems
Take ownership for rolling out new system changes/enhancements
Daily management of systems, problem management, change management, and capacity management, and Service Level Agreement
Responsible for creating test plan and test cases.
Production support and Production Acceptance Testing
Responsible for timely and accurate reporting, e.g. monthly reports, project tracking, time tracking, etc.
Liaise with client groups to ensure the delivery does not negatively affect various groups.
Transit support and training to the stakeholder
Tangerine Forward Banking - North York, Ontario, Canada May 2015 – Jul 2019
Senior Business Analyst / QA Lead
Genesys Enhancement Project
Worked on the following upgrades:
oDynamic IVR based on the accounts and restrictions on the Customer Debit Card
oNew Credit Card and Debit Card IVR self -service flow focused on performing bill payments and transfer between accounts in real time
oAgent IVR Call and Chat routing based on customer rating
oCall back routing - call routed based on the availability of Primary, Secondary and default agents
oGRAT Rules Changes
oGenesys Polycom call routing
oSpeechminer Call, Chat, Email, Co – Browse, Social Interactions (Twitter and Facebook) Recording
Responsible for reviewing and advising the stakeholders regarding the work delivered by the vendors. This is to ensure the vendors are aligned with the business requirements
Liaison between business stakeholders and vendors to ensure the functionalities are delivered on time and meet the business requirements.
Responsible for chairing the weekly project status meeting to ensure all the enhancements are delivered on time
Constantly interacting with the vendors, developers, and QAs to clarify requirements, troubleshooting defects, planning etc
Responsible for writing training documentation
Project: MEVO – Contact Centre Transformation – Genesys – Waterfall software development process
Responsibilities
Interacting with Vendors and Business stakeholders to ensure that all the Genesys requirements are met and documented
Creating System Integration (SIT) Plan and UAT Test Plan
Reviewing test cases created by testers and providing feedback
Coordinating with various departments for data requirements for executing testing
Creating resource estimate for SIT and UAT
Estimated test execution
Execution test cases in the QA environment
Attended all project related meetings (Risk review meetings, Business Requirement, Inspection, Project Meeting, Defect Meeting, and Business Partners)
Constantly interacted with QA, BA’s Technical Leads, and Vendors to clarify requirements.
Responsible for cheering the Defect triage meetings and defect reporting to business stakeholders.
Responsible for training and sharing knowledge with junior testers and Business analysts
Project: Tangerine Line of Credit - Agile – Scrum Software Development Process
Attended the Daily Standup Ceremonies
Attended Sprint Planning Ceremonies
Attended the Product Backlog Review Ceremonies
Created User stories, data flow diagrams using Visio
Interacted with developers, QAs and marketing team
Tested Online Banking System and CRM for Promotions and Campaigns
Verified financial calculations
Tested Financial Reports – both backend and frontend testing
Used Data Driven testing technique to test the functionality with multiple sets of data
Wrote SQL queries for database testing
Project: Mobile and online banking – Payment Services - Agile – Scrum Software Development Process
Attended the Daily Standup Ceremonies
Attended Sprint Planning Ceremonies
Attended the Product Backlog Review Ceremonies
Created User stories, data flow diagrams using Visio
Interacted with developers, QAs and marketing team
Focused on mobile banking – payment services specifically C2B, & B2B through credit and debit accounts
Payment life cycle process, reversal and reversals due to system failures
Interacted with third party to Process payments – Payment gateway to approve the transaction process between merchant and customer
Tested Financial Reports – both backend and frontend testing
Wrote SQL queries for database testing
Projects: AML Phase 2 & Forward Banking Experience- Agile – Kanban Software Development Process
Cheered the daily Standup, Sprint Planning, and Product Backlog Review Ceremonies
Worked with the product owner to ensure that the requirements were met
Created user stories in collaboration with the product owner
Designed, documented, and reviewed requirements documents, feature documents, and user stories
Interacted with project owners, developers, scrum masters and other departments
Coordinated testing activities with other departments and interpreted detailed information from technical support staff.
Royal Bank - Toronto, Canada Apr 2014 – Mar 2015
Business Analyst/Tester
Created Business Requirements Documents by interacting with stakeholders.
Prepared Traceability Matrix to match the Requirements with Test Cases and Test Results.
Developed and executed Functional, Integration, Smoke and Regression Test cases.
Involved in testing application on different mobile Platform such as iOS and Android devices
Provided status reports to the management.
Used Data Driven testing technique to test the functionality with multiple sets of data
Wrote SQL queries for database testing
Millicom International Cellular (MIC) - Dar-es-Salaam, Tanzania Jun 2011 – Feb 2014
Business Product Development Manager
Headed and managed the implementation of SMS banking services for Tanzania Postal Bank, Standard Charter and Exim Bank
Assisted and collaborated with marketing agencies to achieve marking, communication and service adoption targets
Proposed and actively pursuing the approval for SMS- based direct micro and digital mobile wallet merchant payment strategies and local/international money transfer from the Bank of Tanzania
Implemented direct SMS marketing strategies for bank 1, bank 2, bank 3 to enhance product information dissemination and accessibility
Implemented prepaid payment systems
Interacted and collaborated with solution architects to clarify requirements
BMO Financial Group - Toronto, Canada Jan 2004 – Jan 2011
Business Analyst/Tester
Driving the creation of user-orientated requirements and specifications for Call Centre applications – Genesys inbound, outbound and Verint Call Recording System
Deriving requirements through system-level requirement analysis. Interacting with business and vendor stakeholders through structured methodologies.
Raising Change Requests (CRs) by collecting requirements from business partners and software developers. CRs defined business requirements and testing strategies
Working closely with cross functional teams to provide sizing and feasibility technological solutions to business partners
Providing expertise on internal and vendor platforms providing performance management, capacity planning, and platform roadmaps
Identifying new and changing technical skill set requirements
Coordinating resolutions to business partner and QA problems.
Created test design and test plan
Performed IVR testing, CTI testing, Skilled based routing testing etc.
Direct Energy - Toronto, Canada Jan 2003 – Dec 2003
Business Analyst/Tester
Analyzing existing Intranet sites, determining specifications, and assessing user needs by interviewing managers
Creating requirements documentation with process diagrams and translating requirements into UML diagrams
Creating sitemaps of possible content layout for the Intranet
Researching and identifying images for records and information management training materials
Developing a project work plan that documents tasks, meetings and maintaining a time-log of team activities
PROFESSIONAL QUALIFICATIONS AND TRAINING
Agile – Scrum methodology training – Tangerine Bank
ITIL Foundation Examination passed
Business Analysis, Project Management, QA & Capability Maturity Model Integration courses completed at BMO
BMO Level 2 QA Certificate
ACHIEVEMENTS
Bank of Montreal
Created QA training documents and processes now used across BMO
Documented challenges encountered by the technology development team working with vendors. This document is now used by all BMO IT groups.
MIC Tanzania LTD
Introduced and defined the inspection methodology now used by all MIC Africa groups to review software development documentation.
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