Business Analyst Customer Service
Resume:
JUSTIN PETRAS
McDonald, PA ****7
************@*****.***
Objective
To obtain a long term senior level or management position in a IT project based organization that permits me to leverage and enhance my business analysis and project management skills, and customer service orientation.
Education
B.S. in Information Systems Management December 2005
Networks / Microcomputer Systems Concentration
Robert Morris University, Pittsburgh Pennsylvania
Masters Certificate in Business Analysis June 2012
PMCentersUSA
Certifications
CBAP, Certified Business Analyst Professional March 2016
Skills
Business Requirements Documentation Business Process Modeling
Requirements Elicitation Requirements Documentation
Requirements Management SaaS Implementations
Process Improvement
Work Experience
Assurecare, Cincinnati, OH Dec 2021 – Dec 2024
Senior Business Analyst
Worked on client Specialty Pharmacy SaaS implementation. Led weekly client requirements calls. Regularly documented Change Requests and User Stories for Specialty Pharmacy division. Worked directly with IT development team to groom user stories for each release. Assigned to client dietitian module enhancements. Documented Business Requirements Documents for various IT change requests and enhancements. Conducted UAT testing on certain features before release. Facilitated an update to Change Request document with new fields to better capture requirements.
ConnectiveRx, Pittsburgh, PA March 2020 – Dec 2021
Business Analyst
Assigned to various client implementations and enhancements for pharmaceutical SaaS solution. Work directly with development, QA, and PM in Agile team to document requirements, prioritize and groom backlog, and complete deliverables in a timely manner. Led Customer Advocacy team working on internally funded client projects.
Engine LLC (ConnectiveRx), Bridgeville, PA
Business Analyst May 2019 – March 2020
Implementation Business Analyst, assigned to various client implementations and enhancements for pharmaceutical SaaS solution. Work directly with development, QA, and PM in Agile team to document requirements, prioritize and groom backlog, and complete deliverables in a timely manner.
Randstad Technologies (CVS Health), Monroeville, PA
Business Analyst March 2017 – April 2019
Assigned to multiple projects within Specialty Pharmacy division. Act as liaison between business team and technical team to determine optimal solution. Lead requirements meetings, document business and solution requirements, and conduct lessons learned meetings at the conclusion of projects.
Creehan & Company, Canonsburg, PA
Business Analyst April 2015 – March 2017
Act as a liaison between the creehan team and the client. Work with the product development team to define the objectives and requirements of our business strategies. Determine what our client requirements are and work with the design team and the developers to create a final product. Implement development plans.
PNC Financial Services Group, Pittsburgh, PA
Business Systems Analyst September 2012 – April 2015
Work closely with Supply Chain Management department to help support Hiperos R.Portal for measuring and managing supplier risk; Assist in eliciting and documenting requirements for R.Portal enhancements; Lead team as a subject matter expert (SME) and act as system architect for R.Portal; Proactively participate in process improvement and system improvement sessions.
ConsultUSA (PNC Financial Services Group), Pittsburgh, PA
Business / Quality Analyst October 2011 - August 2012
Teamed with Supply Chain Management department to implement a new SaaS product (Hiperos R.Portal) for measuring and managing supplier risk; Migrated data from an old Lotus Notes database into new SaaS tool; Worked with project stakeholders to create and validate business requirements for R.Portal as well as a new contract management solution (Ariba); Validated all requirements in the tool and became a subject matter expert (SME); Developed user acceptance testing (UAT) plans and scripts; Helped lead UAT process, and; Held daily status updates with management regarding project progress.
HighJump Software, Inc., Cranberry Twp, PA
Trading Partner Specialist II April 2011 - October 2011
Elicited requirements from key Trading Partners; Analyzed requirements to ensure validity; Documented requirements to send to development team; Held weekly status calls with stakeholders; Developed project plans to ensure timely delivery; Managed multiple trading partner projects in parallel; Setup and configured trading partner communication protocols (AS2, FTP, VAN interconnects); Developed and maintained relationships with trading partners in order to become preferred EDI third party; Ensured that process maps were up-to-date and met trading partner requirements, and; Identified and resolved network communication issues.
TrueCommerce, Inc., Cranberry Twp, PA
Team Lead - Technical Support Services January 2007 - April 2011
Effectively supervised support staff of seven employees providing technical support for EDI Company with approximately 2,000 customers; Implemented new customer support portal and knowledge base with team, resulting in reduced customer call backs, improved visibility for voice of the customer, and increased customer experience rating; Assisted in creating and implementing Standard Operating Procedures within the support team to quickly and effectively handle all customer inquiries; Conducted weekly case reviews with support team members to ensure proper support delivery, and; Acted as point of escalation for all customer related issues.
Technical Support Representative August 2005 - January 2007
Owned and resolved tier 1 and tier 2 technical cases dealing with in-house EDI software and transactional network; Handled approximately 30 inbound requests per day; Responded to customer requests within targeted contact protocols, and; Contributed to customer knowledge base, resulting in an improved end user experience.
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