Farhana Hirji

480-***-****

adtoif@r.postjobfree.com

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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