Customer Support Systems Analyst
Resume:
Prachi Bansal, CBAP®
IT Professional with experience in customer relations, business analysis and project management.
• Proficient in working with cross-functional teams to solve complex business problems in timely manner.
• Adept in handling complete project lifecycle, from discovery to post implementation support.
• Skilled in gathering business requirements, preparing process flow diagrams, requirement specification documents.
• Recognized by clients and colleagues for implementing technical solutions to automate complex business processes.
• Relationship oriented, amicable person who likes to build rapport with others.
• Demonstrated history of working on multiple projects simultaneously.
• Proven track record of getting projects delivered on time.
• Executive MBA from Telfer School of Management, uOttawa Experience
Calian Group
Business Systems Analyst
Jan 2022 - Present, Ottawa, CA
• Developed policy and procedures for processing new software applications installation/access requests.
• Facilitated the implementation of a cloud-based RFP software to transform response process, share knowledge, and collaborate.
• Coordinate cross functional projects and processes to deliver valuable and timely solutions to clients. Kinaxis
Business Analyst
Jan 2020 – Dec 2021, Ottawa, CA
• Implemented IT solutions to automate business processes. Designed and built a Salesforce community to facilitate collaboration between customers and cross functional teams within Kinaxis.
• Found IT based solution for ambiguous business problems. Designed and developed a Salesforce app for the UX Team to enhance RapidResponse’s customer experience.
• Led the implementation of global mobile workspace management solution for successful transition to hybrid work model during the pandemic.
• Took the initiative to identify and resolve process inconsistencies between different departments to streamline business processes.
Business Systems Administrator
May 2017 – Dec 2019, Ottawa, CA
• Managed and supported IT Systems to enhance productivity and improve user experience.
• Handled administration and product/customer support for Salesforce CRM and other applications using salesforce.com platform like FinancialForce PSA, Apttus CPQ, Gainsight etc.
• Liaised with internal clients to gather and analyze requirements and find the best fit solutions for reported issues.
• Performed root cause analysis of complex issues and implemented the solution in timely manner. Ottawa, ON, Canada
******.******.**@*****.***
https://www.linkedin.com/in/prachiba
nsal19/
Skills
Software Development: Agile,
Scrum, Waterfall, Business Process
Modeling, Data Modeling, User
Acceptance Testing, User Training
Analytics: Salesforce Reports,
Domo, Tableau, Power BI, SPSS, MS
Access, SSIS, SSAS, SSRS, MS
Excel, Business Objects, SQL
Information Systems: Salesforce,
NetSuite, Apttus CPQ, SAP FICO,
SAP Concur, Gainsight
Tools: MS Office, Visio, JIRA,
SharePoint Online, MS Planner,
Power Automate
Security Clearance
Reliability Status
• Led the implementation of new features and functionalities to provide best technical solution for evolving business requirements.
Remotronic Corp
Technical Writer/Team Lead
Jun 2016 - Oct 2016, Ottawa, CA
• Created user manuals and quick start guides. Authored content that provided simple instructions for using RemocareTM mobile application and web interface. Newgen Software
Associate Manager, Products and Solutions
Mar 2015 - Nov 2015, New Delhi, IN
• Held the role of Product Owner for new Adaptive Case Management Solution (ACM). Conducted comparative analysis of other ACMs to find out the best features and functionalities.
• Gathered requirements from various stakeholders (customers, management, and marketing team, analysts) to keep the product development aligned with the business needs.
• Coordinated with marketing, user experience and technical teams to get a working prototype developed in 6 weeks.
Tata Consultancy Services
Assistant Systems Analyst
Aug 2012 - Feb 2015, New Delhi, IN
• Handled multiple clients together and achieved 90-day implementation timeline for each client.
• Designed a pricing model for TCS iON to handle a unique business process.
• Implemented F&A modules of ERP TCS iON for clients in Manufacturing and Merchandising domain.
• Managed end-to-end implementation projects from initial needs assessment to go-live. Infosys Technologies Limited
Systems Engineer
Nov 2008 - Jun 2010, Mysore, IN
• Developed interactive reports using SQL Server Reporting Services (SSRS), MS-Excel and Business Objects.
• Delivered training on Business Intelligence (BI) to stakeholders/clients. Education
Telfer School of Management, uOttawa — Executive MBA Sep 2016 – Jun 2018, Ottawa, CA
Lal Bahadur Shastri Institute of Management — Post Graduate Diploma in Management Jun 2010 – Mar 2012, New Delhi, IN
Uttar Pradesh Technical University —Bachelor of Technology Aug 2004 – Jun 2008, Noida, IN
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