Business Systems Analyst Ii

Heidi M Trottier

Business Analyst II

Address: Goffstown, NH 03045

Phone: 603-***-**** - Email: ************@*****.*** Professional Summary

Experienced Business Systems & QA Analyst with a rich background spanning the Insurance, IT, and service sectors. Actively drives business development initiatives, demonstrating proficiency in gathering and scrutinizing requirements. Possesses extensive knowledge of quality assurance, testing methodologies, and delivering client-centric solutions across diverse applications. Renowned for proactive problem-solving and effective leadership.

Demonstrated track record of leading intricate projects with precision, earning recognition for expertise, commitment, and collaborative approach. Certified in Executive Management, Lean Process Project Management, Scrum Fundamentals, and Six Sigma - Green Belt. Experience

Business Systems Analyst II

June 2024 - Present

AIPSO – Johnston, RI (Remote)

• Designed, developed, and implemented business initiatives with internal teams.

• Define business needs and develop project proposals with customers.

• Work with IT to explore and improve solution alternatives.

• Research and gather requirements to define project scope.

• Bridge business and IT by documenting processes, improving workflows, and creating sprint stories.

• Support PMO in developing solutions for business needs.

• Analyse workflows to develop, enhance, or maintain software.

• Evaluate business requirements to identify gaps and similarities.

• Lead project tasks like testing and configuration to ensure completion. Business Systems Analyst

October 2019 to June 2024

Concord Group Insurance - Bedford, NH

• Led an enterprise project automating underwriting rules, eliminating manual processes, and improving data accuracy.

• Facilitated stakeholder meetings to document requirements and develop business specifications.

• Coordinated IT and business meetings throughout the development lifecycle.

• Created sprint stories and acted as a liaison between IT, business users, and departments.

• Developed and tested use cases, ensuring smooth user acceptance.

• Built and documented user acceptance test plans, supporting system implementation and training.

• Mentored new hires and provided technical support for existing applications. Account Installation Senior Analyst

November 2013 to March 2018

Cigna - Hooksett, NH

• Documented and analyzed test results, tracked issues, and ensured resolution.

• Planned and maintained high-quality test cases based on requirements and exploratory testing.

• Managed process documentation, improving efficiency and quality.

• Prioritized and executed tasks while managing competing priorities.

• Conducted testing for Cigna applications and audited benefit configurations for accuracy.

• Met critical deadlines and built strong relationships with management and peers. Administrative Assistant

August 2012 to July 2013

Buckley Associates - Manchester, NH

• Assist Sales team with creating proposals, writing letters and preparing other client communications in a timely and professional manner

• Develop project proposals for client presentations

• Effectively resolve accounting questions through thorough research and effective clear communication. Administrative Assistant

April 2011 to August 2012

Precision Valley Communications - Billerica, MA

Multi-Media Consultant

July 2010 to April 2011

LocalEdge - division of Hearst Media - Merrimack, NH Client Service Coordinator

November 2009 to February 2010

Benefits Strategies, LLC - Manchester, NH

Account Manager / Specialist

September 2008 to October 2009

Workscape, Inc. - Marlborough, MA

• Resolved complex customer issues and provided detailed benefit information to employees and HR professionals.

• Updated plan documents and procedures for virtual team members.

• Maintained procedural updates, coached team members, and allocated resources for timely issue resolution.

• Oversaw change order management and annual enrollment activities.

• Delivered timely responses to internal and external partners, ensuring compliance with client policies.

• Prepared and maintained project status reports and plans using Microsoft Project. Operations Delivery Leader

January 2007 to June 2008

Fidelity Employer Services Co. - Merrimack, NH

• Providing timely responses via email, phone calls and presentations for both internal and external business partners while maintaining compliance under the client's book of business

• Organized and maintained on-going day to day issue resolution, client escalation and book of business updates while supporting de-conversion activities to ensure 100% compliance across functional areas

• Coached and managed operation groups of 20 - 30 Virtual Team Members during Client Service Managers absence

• Provided ad-hoc reporting to clients using various methods to obtain data (Excel, SQL, Access, etc.) Health & Insurance File Processing Analyst

January 2004 to January 2007

Fidelity Employer Services Co. - Merrimack, NH

• Developed a business model for the Non-Standard Processing Team to guide interactions with diverse groups.

• Created and implemented a communication system for streamlined collaboration with partners.

• Designed a business plan outlining the team's functions, responsibilities, and growth strategy.

• Introduced metrics-based procedures, reducing turnaround time from 2+ weeks to 2 days. Health & Welfare Transaction Processing Analyst

January 2001 to January 2004

Fidelity Employer Services Co. - Merrimack, NH

• Supported annual enrollment, testing system platforms, files, and documents (e.g., Plan Admin Manuals, Status Change Matrix).

• Implemented an offshore initiative for documentation, training, and knowledge transfer.

• Followed critical operational controls, including SAS70 guidelines, error reporting, and issue resolution.

• Managed multi-client feeds, ensuring accurate employee data and resolving errors with clients. Health & Welfare Benefits Specialist

January 1999 to January 2001

Fidelity Employer Services Co. - Merrimack, NH

• Supported Participant Service Representatives Health and Welfare Benefits utilizing various online and in house applications to investigate and resolve complex participant problems, answering escalated/sensitive inquires by phone.

Education

High School Diploma: June 1988

Chelmsford High School - Chelmsford, MA

Skills

• Professional Demeanor • Microsoft Office Suite

• Teamwork and Collaboration • Team Mentor

• Production Support • Requirements Gathering

• Project Documentation • Stakeholder Engagement

• User Acceptance Testing • Use Case Development

• Software Development Life Cycle • Agile Methodologies

• Organizational Skills • Multitasking

• Relationship Building • Analytical Thinking

• Attention to Detail • Time Management

• Decision-Making • Adaptability and Flexibility

Certifications

• Six Sigma Green Belt • Scrum Fundamentals Certified

• Project Management – Lean Process Certified • Project Management Essentials Certified

• Executive Management Certificate from

Management and Strategy Institute

References

References available upon request

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