Business Process Analyst
Resume:
Sanjay Adhikari
*****************@*****.***
Professional Summary
•Business Analyst with 11+ years of experience in full-cycle IT systems implementation i.e. Project Charter, Project Kickoff presentation, Project Plan, Requirements elicitation and analysis, Application development, Developing and evaluating business process models.
•Proven success as a business analyst through the years, providing a well-balanced understanding of business relationships, business requirements, and technical solutions
•Hands on experience in various project management methodologies like Waterfall and Agile Project Management
•Specialized in overcoming organizational challenges of transitioning to Agile methodology from traditional project management and development.
•Well-versed in SDLC (Software Development Life Cycle), and Experienced with Waterfall, and Agile/Scrum methodology for project management.
•Extensive knowledge and experience in adopting Agile based Scrum traditional Waterfall SDLC Project methodologies acquired through taking up the roles of a Scrum Master
•Strong understanding in Business Requirements and flow in Business Process.
•Highly experienced in Software Development Life Cycle (SDLC) including Waterfall methodologies and Agile (Scrum) with emphasis on the Testing phases, Analysis, Design, and its documentation.
•Excellent theoretical and specialized aptitudes in planning BRD (Business Requirement Document), FRD (Functional Requirement Document)
•Worked on getting endorsement on the BRD and FRD reports from partners and introduced the same to the advancement and testing groups.
•Assisted in supporting the constant clients amid the User Acceptance Testing (UAT) stage and contributed in effectively conveying the application within the due dates.
•Proficient in developing Use Case Model, Sequence diagrams, Activity diagram and Class diagrams, Business process flow diagrams using MS Visio and Visual Paradigm.
•Gathered Business Requirements, analyzed data/workflows, defined the scope, and performed GAP analysis.
•Met with client groups to determine User Requirements and Goals, thus converting User Requirements into Business Requirements and User and Functional Requirement Specifications.
•Facilitated collection of Functional Requirements from system users, and prepared Business and Technical Requirement Specification documents.
•Involved with Data team to extract data from Data Warehouse and generate report.
•Executed SQL queries for data analysis and documented them as part of validating the Business Intelligence reports and for testing purposes.
•Extensively used Agile Methodology in the process of the project management based on SDLC.
•Helped with Data Mapping between the data mart and the Source Systems
•Worked closely with the Business Intelligence and Development team to break down high-level business requirements into detailed technical requirements detailed enough for the developers to work on.
•Collected business requirements to set rules for proper data transfer from Data Source to Data Target in Data Mapping.
•Performed extensive data modeling to differentiate between the OLTP and Data Warehouse data models
•Proficient in awareness of API based architecture including Rest APIs and SOAP
•Analyzed, documented and validated requirements related to REST API and SOAP needs, assumptions and constraints within BAPDs and User stories
Technical Skills
Business Modeling Tools: Visual Paradigm, Rational Rose, MS Visio, BPMN.IO
Defect Tracking Tools: HP ALM, Quality Center, Remedy
RDBMS: SQL Server, Oracle
Web Technologies: XML, UML, BPMN
Applications: Zendesk, SM360, LightSpeed, VAT, RetailUI, WFM, ThinkTime
Business Applications: Microsoft Office Suite – MS Word, Excel,
PowerPoint, Outlook
SDLC: Waterfall, Agile/Scrum, Kanban
Project Management Tools: JIRA, Confluence, SharePoint, MS Project
Education Details:
Master of Science in Information Technology Management (MSITM): Campbellsville University (2019-2021)
Master of Arts (Advertising): University of Texas at Austin (2016-2018)
Master of Business Administration (MBA): Kathmandu University (2010-2012)
Bachelor of Technology (BTech) in Biotechnology: Kathmandu University (2006-2010)
Work Experience:
Altice USA, Inc. – New York, NY October 2023 – Present
Business / Tools Analyst
Responsibilities:
Collaborated with business stakeholders, including agents and customer support teams, to gather requirements for voice flows within the VAT tool.
Conducted sessions to understand agent needs, pain points, and customer interaction scenarios.
Documented voice flow requirements, ensuring clarity and alignment with business objectives.
Analyzed existing voice flows within the VAT tool to identify areas for optimization.
Worked closely with UX/UI designers and developers to refine user journeys and enhance the overall customer experience.
Iterated on voice flow designs based on feedback from agents and end-users.
Collaborated with development teams to implement voice flows within the VAT tool to LightSpeed.
Assisted with thorough testing of voice flows to validate functionality, accuracy, and performance.
Collaborated with agents during user acceptance testing (UAT) to identify and address any issues.
Troubleshooting voice flow anomalies and debug integration issues.
Provided training sessions to agents on using voice flows effectively within the VAT tool.
Created and updated user guides, KDBs and documentation to assist agents in troubleshooting and handling customer interactions.
Offered ongoing support to address any questions or challenges related to voice flows.
Monitored voice flow analytics and gather feedback from agents and customers.
Proposed enhancements and continuous refinements to optimize voice flow performance.
Continuously remained informed about industry trends and best practices in voice interaction design.
Collaborated with cross-functional teams, including Developers, Product Managers, and Release Planners, to plan and coordinate software releases.
Participated in release planning meetings, ensuring alignment with business priorities and technical feasibility.
Facilitated discussions on feature prioritization, resource allocation, and release timelines.
Led the process of retiring the VAT tool, including data migration, user transition, and decommissioning.
Worked closely with stakeholders to ensure a smooth transition to alternative tools or processes.
Documented the retirement process and communicate it to relevant teams.
Partnered with the Release Planner to prioritize features, bug fixes, and enhancements.
Provided input on resource availability, risks, and trade-offs.
Assisted in maintaining the product backlog and ensure that it reflects business priorities.
TJX Companies, Inc. - Framingham, MA January 2022 – September, 2023
Epic Consultant/Business Analyst
Responsibilities:
Worked with System Architects, Product Owners, Business Owners and Agile Scrum Teams on Grooming and Refinement of Epics, Features, User, Enabler and Stub Stories, Spikes etc. for Intake requests before admitting them as part of Planned Iteration Planning meetings
Created custom-made Handover Documents for each effort that included a detailed overview of the project for the Scrum Teams to work on
Created As-Is and To-Be Business Process flow diagrams for the Scrum Team whenever applicable
Worked on scheduling and designing notional timelines for the delivery of the project
Worked on prioritization of Product Backlog, calculation of WSJF scores, assigning job sizing for each request on the backlog
Adept on estimation of Stores using Story Points
Led a team of Epic Owners and Business Analysts in managing capacity of Scrum Teams, prioritization of Product Backlog and assigning projects to implementation teams
Worked with Supervisor/Product Manager in ensuring developing a new Intake Process Flow for Changes and Disruptors that were requested in the middle of an ongoing Planned Iteration
Worked with Supervisor/Product Manager as a liaison between Business stakeholders and IT team
Participated in daily standups, Sprint Planning and Review sessions, Retrospective sessions, PI Planning events, Inspect and Adapt sessions, ART (Agile Release Train) Support and Demo sessions
Worked on comparison of various Task Management solutions/vendors for the Sierra division
Facilitated replacement, configuration, installation and validation of 4500 Timeclocks at various Distribution Centers and Corporate Home Office locations
Worked on automation of entry of time off requests for salaried associates in Kronos
Worked on updating the firmware and configuration for timeclocks at US Stores
Worked on conversion of Wage Profiles of Associates at Distribution Centers (DCs) to Adjustment Rules
Worked on upgrade of firmware of InTouch timeclocks at various DCs
Worked on updating the Time Tracking process for Salaried Associates
Introduced a new Task Management solution, ThinkTime, for Sierra Stores
Charter Communications – St. Louis, MO January 2019 – December 2021
Sr. Business Systems Analyst
Responsibilities:
•Worked in 50+ projects in Mobile division employing both Waterfall and Agile Methodologies
•Adept in new Product introduction projects involving EDI 143 consumption and integration
•Worked on EDI reporting for inventory projects involving EDI 846 and EDI 867
•Proficient in Account Reconciliation, Data Mapping and Data Asset Management projects related to reconciliation/mapping of customer’s Mobile and Cable Accounts during moves, transfers, disconnects or name changes
•Proficient of Data Mapping and Migration of data between systems (eg. Arterra biller to Amdocs biller)
•Worked with Business Integration and Product stakeholders to elicit requirements and document them as part of Business Analysis Project Documents (BAPD) and User Stories in JIRA/Confluence
•Worked with Business stakeholders on creating user stories for Production defects and new requests using Behavior-driven development (BDD)
•Analyze data from student information systems (SIS) to provide insights into enrollment trends, performance metrics, and resource allocation.
•Ensure compliance with FERPA and other data governance standards during system updates and data sharing initiatives.
•Tracked Business Requirements with Functional Requirements and Test cases using Requirements Traceability Matrix (RTM)
•Organized JAD sessions for Architects to review the High-Level Design (HLD) with technical teams and resolves potential issues
•Created BPMN process flows using Visual Paradigm and Microsoft Visio
•Documented Business and Functional requirements for applications which interface with OSS/BSS applications
•Led a team of 2 Business Analysts and 1 Epic Owner on Agile projects and Methodology, Intake Process, WSJF scoring, maintaining Product Backlog
•Onboarded and trained new recruits on their roles and responsibilities as a Business Analyst and Epic Owner
•Led requirements gathering and elicitation with Business stakeholders, documented Business and Functional requirements and use cases
•Reported to my Product Manager as a Lead Business Analyst
•Assisted SIT, Quality Assurance (QA) and UAT teams in clarifying requirements and creating test plans and test cases
•Worked in gathering requirements and documenting different flows (Technical Support, Appointment, Billing/Payment or New Customer flow) for Mobile Interactive Voice Response (IVR) implementation project
•Worked in developing Features and Functions for Mobile IVR (from Identification to Broadcasting Messaging and IRIS integration)
•Worked on updating the Mobile account dashboard of a customer and recording of IVR contact history details within the dashboard for future reference
•Worked on developing process of sending Adverse Action Letters to customers when not qualified for the chosen device/plan
•Worked on enhancement of various applications for Stores (Retail UI; Vendor tools like POS Ingenico devices), CRM tools (Zendesk, Ridgeline) and self-service portals
•Introduced concept of managing wallet to store up to 5 credit cards within the customer’s account as part of One-time Manual Payments project
•Worked on aligning the company’s processes to comply with California Consumer Protection Act (CCPA)
•Played a key role in business process re-engineering projects, focusing on analyzing existing workflows, identifying areas for improvement, and implementing changes to enhance productivity and reduce costs.
•Assisted in the development and maintenance of business process documentation, ensuring alignment with industry best practices and compliance with regulatory standards.
•Worked on Amdocs billing application requirements in both BSS and OSS domains
•Worked on enhancing processes for Ordering and Support (Returns, Exchanges, Bring Your Own Device (BYOD), New Device Existing Line (NDEL) orders)
•Improved ordering and support processes for out-of-footprint (OOF) and in-footprint customers and employees
•Worked on enhancing warranty processes for customers
•Introduced Knowledge-Based Authentication (KBA) process to add an extra level of security against fraudulent customers
•Introduced electronic capture of customers’ consent to terms and conditions of the company
•Worked on aligning with requirements set by the California Public Utilities Commission (CPUC) to allow relief to customers for those financially affected by COVID-19
MetroPCS – Richardson, TX September 2017 – December 2018
Business Systems Analyst
Responsibilities:
•Assembled business requirement documents (BRD) and the functional specifications as per the user requirements.
•Created Business Workflow based on the requirements gathered from the client.
•Prepared comprehensive documentation, including user manuals and system documentation, to facilitate knowledge transfer and support future maintenance and upgrades.
•Organized JAD Sessions to resolve issues and conflicts, and to arrive at quick agreements regarding the system architecture design.
•Conducted data cleaning, transformation, and validation to maintain accuracy across multiple educational databases.
•Partnered with curriculum designers to measure the impact of new teaching strategies using performance data.
•Trained end-users on educational data systems and tools to improve operational efficiency.
•Documented all the requirements in a structured FRD format that included multi-level functional views broken down by functionalities
•Develop detailed test plans, strategies for each change request based on FRD and Use Cases.
•Validated data integration by developing and executing test plans and scenarios including data design, tool design, data extract/transform, networks, and hardware.
•Worked on broad range of technologies, including business process tools such as Microsoft Project, MS Excel, MS Access, MS Visio, technical assessment tools, Data Warehouse Data Modeling and Design.
•Led multiple cross-functional projects, collaborating with stakeholders from various departments to understand their business needs and objectives.
•Conducted in-depth analysis of existing business processes and systems to identify bottlenecks, inefficiencies, and areas for improvement.
•Gathered and documented detailed business requirements, creating clear and concise functional specifications for system enhancements and new software applications.
•Worked closely with the development team to ensure accurate translation of business requirements into technical specifications.
•Facilitated regular meetings and workshops with stakeholders to elicit feedback, address concerns, and maintain alignment throughout the project lifecycle.
•Coordinated user acceptance testing (UAT) and managed defect resolution, ensuring high-quality deliverables and smooth user adoption.
•Successfully implemented a customer relationship management (CRM) system, optimizing customer data management, enhancing lead generation, and improving customer satisfaction.
•Contributed to the development of a new billing system, streamlining invoice generation and payment processing, resulting in a 25% reduction in billing errors.
•Conducted comprehensive training sessions for end-users, ensuring a seamless transition to new systems and maximizing user proficiency.
•Analyzed system performance metrics, identified areas for optimization, and proposed continuous improvement initiatives to enhance overall system efficiency and reliability.
•Collaborated with the IT security team to assess system vulnerabilities and implement necessary safeguards to protect sensitive data and maintain a secure network environment.
•Extensively used SQL and performed ETL (Data warehouse/Data marts) testing using ETL tools and SQL Queries on Relational Database Management System (RDBMS).
•Actively involved in Project planning, updates, org charts, status report.
•Coordinated data profiling/data mapping with business subject matter experts (SMEs), data architects, ETL developers, and data modelers.
•Authored use case scenarios in Excel spread sheet and export them into Quality Center.
•Monitored the progress of projects using MS Project and took appropriate action to ensure that they keep up with the schedule.
•Prepared Business Workflow models using MS Visio that cover “How” business processes are accomplished.
•Extensively used SQL statements to query the Oracle Database for Data Validation, Data mapping and Data Integration.
•Conducted JAD sessions and gathering software requirements and Business intelligence rules
•Performed data analysis and data profiling using complex SQL on various sources systems including Oracle
Surya Nepal Private Limited January 2012 - June 2016
Marketing Officer / Business Analyst
Responsibilities
•Led multiple projects across multiple banners (tobacco, garments, incense sticks) applying the Waterfall methodology, working closely with stakeholders to define project requirements, scope, and objectives.
•Developed comprehensive project plans, including timelines, resource allocation, and risk assessments, ensuring timely and successful project execution.
•Managed the implementation of an early-warning system to support student retention initiatives.
•Conducted thorough feasibility studies and cost-benefit analysis for new initiatives, providing critical data to support decision-making by senior management.
•Facilitated regular project status meetings, ensuring effective communication among team members and stakeholders, and promptly addressing any roadblocks.
•Managed project budgets, tracking expenses and providing periodic financial reports to monitor project profitability.
•Worked collaboratively with cross-functional teams, including marketing, sales, and finance, to align project objectives with overall organizational goals.
•Utilized data analytics and market research to identify opportunities and challenges, enabling data-driven strategies to optimize marketing campaigns and enhance customer engagement.
•Prepared detailed project documentation, including requirements specifications, functional design documents, and user manuals, ensuring smooth knowledge transfer and future maintenance.
•Successfully completed projects on schedule and within budget, resulting in improved operational efficiency and increased customer satisfaction.
•Wrote BRD and TRD, involved in Global Design Reviews, Solution Design Walk-through’s, Readiness Reviews, Change Management, External Partner Engagement.
•Worked extensively on Business Requirements, Functional Specification, Data-Integration, Data Mapping, and Data Warehouse access using SQL and Crystal Reports, ETL process, use cases modeling (UML) using MS Office (Word, Excel, Access, Visio) and dashboards
•Helped requirement documentation for Data Warehousing needs including Data Extraction, Data Transformation, and Loading processes as part of the ETL process.
•Planned and defined system requirements to Wire Frames with Use Case, Use Case Scenario and Use Case Narrative using the UML (Unified Modeling Language) methodologies.
•Conducted a GAP analysis during requirement analysis.
•Coordinated and prepared documentation and training for end users.
•Prepared the Program Specifications Documentation. Partnered with user groups and business users.
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