Client Relations Business Analyst

Claudia M. Penido

914-***-**** **************@*****.***

Albany, NY LinkedIn Profile

Skills Summary:

Detail-oriented Business Analyst with experience in CMS implementations, previous experience with Episerver and SAP Hybris Cloud CMS. Skilled in stakeholder communication and expectation setting, workflow mapping and gap analysis, change management and UAT and pilot testing groups engagement, data and content migration walkthrough, real-time support and feedback loops, post-go live reinforcement, gathering and translating business and functional requirements into clear specs and training and adoption plans. Proficient in Agile practices—sprint planning, retrospectives, backlog grooming, and UAT. Strong in workflow mapping, user stories, and acceptance criteria. Familiar with digital content strategy, SEO, and UX best practices. Effective communicator, able to manage priorities and clarify complex project needs.

Professional Experience:

Product Lead and Business System Analyst Byonix Design – Schenectady, NY

December 2023 – Present

●Defining product vision and objectives to align with sponsors goals.

Translating functional and technical requirements into valuable business benefits for investors and creating UX/UI conceptual design.

●Leading research to educate and secure individual and enterprise systems in cyberspace, preparing for Quantum Computing advancements.

●Created a sample data lab initiative to validate private data security models.

Product Owner and Business System Analyst Hy Cite Enterprises – Middleton, WI

June 2023 – December 2023

●Enhanced CMS operational agility and data-driven decision-making for Digital Marketing.

●Responsible for leading Bi-weekly status reports with C-level and blockers follow-ups.

●Elaborated product roadmap to optimize the ERP initiatives, orchestrated the step-by-step enhancements for retail and financial platforms.

●Led SAP Hybris eCommerce CMS initiatives, patches and upgrades, collaborating with legal, IT and cross-functional teams to adopt CMS workflows, U/UXI and API validations.

●Designed and executed UAT test scenarios to ensure business and data requirements.

●Tested with sample master data to ensure seamless integration between CMS workflows and business operations and support the go-live process.

●Trained users and prepared the training materials for adoption.

Lead Business System Analyst Knack Systems – Woodbridge, NJ

January 2022 – March 2023

●Responsible for communication with stakeholders and expectation setting to drive demanding planning optimization with efficiency.

●Drive product vision and objectives, supporting technical team gaps and prioritization to support CMS front end development and uplift projects success by 18%.

●Drove effective CMS data workflow to deliver integration with headless SAP Hybris (SAP Commerce Cloud CMS) architecture to allow flexibility in Front-End Technologies.

●Worked with C-suite, finance, IT, UX, supply chain, HR, and operations to drive adoption.

●Ensured new changes are made to SAP Hybris and S/4HANA migration.

●Spearheaded internal processes optimizations and people’s way of working to improve clients’ services efficiency by 25% through revisiting internal methodologies.

IT Lead Business Analyst Johnson & Johnson (Janssen) – Raritan, NJ

August 2020 – December 2021

●Elicited requirements for ERPs master data requirements to fulfill complex business requirements on P&L, BOM and COVID manufacturing reports to optimize demand planning, collaborated in the data architecture migration, with Global SMEs teams to optimize demand planning by 35%.

●Trained and supported users during migration from legacy CMS to Episerver, enabling seamless workflow adoption.

●Worked with finance, manufacturing, IT, UX design, supply chain and operations to drive business users' understanding of their CMS workflow data requirements.

●Led SAP data integration strategies to enhance COVID vaccine production workflows and financial planning.

Byonix Design - 1 yr 4 mos

IT Lead Business Analyst Subway – Shelton, CT

January 2020 – April 2020

●Implemented Microsoft Dynamics 365 to optimize communication data metrics with Franchisees and

●Drove UX Design and UAT test scenarios in collaboration of the business owners for SAP ERP system enhancements, ensuring financial reporting and compliance accuracy improving demand planning in 21%

●Collaborated with the cross-functional team to align ERP modules with regulatory and business objectives.

Interim Director Byonix Design – Westport, CT

April 2019 – January 2020

●Managed end-to-end ERP enhancement and new development with target of 5+ projects annually, including scope definition, timelines, budgeting, risk mitigation and deployment to ensure business satisfaction by 55%

●Improved Usability and User Experience(UI/UX).

●Analysed purchase orders cycle, conducted inventory cycle counts, and resolved discrepancies by implementing real time reconciliations.

IT Lead Business System Analyst GM Financials – Los Angeles, CA

January 2019 – April 2019

●Produced and streamlined 1,300 + AS-IS, TO-BE and DELTA swim lane process flow diagrams to ensure VIP customers have personalized customer service by 38%

●Mitigated issue with Auto Lotary due to ERP data discrepancies and UX of user support.

●Improved platform connector of VIP users with Customer Services via mobile.

Johnson & Johnson - 1yr 8 mos

Business System Analyst/Trainee Johnson & Johnson (Vision) – Santa Ana, CA

August 2017 – November 2018

●Migrated platform from EDW to Microsoft Azure Architecture and updated deliverable.

●Trained Global BA teams on J&J UX/UI SLDC8 Agile BA Best Practice Agile Methodology to ensure J&J projects improve project success rates by 48%

●Partnered with Global BAs, interviewed Stakeholders to understand the business objectives and redefine scope for Phase 1, define KPIs and worked with Quality Control to ensure Best Practice methodology was implemented.

Lead Business System Analyst Johnson & Johnson (Medical Device) – UK

March 2017 – August 2017

●Worked closely with the UK & Ireland (UKI) region business owner to facilitate the adoption of the new BI Analytics platform, supporting self-service reporting system requirements and aligning UI/UX dashboards with UKI business needs.

●Led the rollout of Medical Device BI Analytics with self-service dashboards for the UKI region, enhancing P&L automation efficiency and other key functionalities.

●Oversaw the migration from JDEdwards to SAP ERP, ensuring a seamless data transition and preventing disruptions in the UKI region before the decommissioning of the CRM legacy system.

●Proactively collaborated with Business Analysts across the US, EMEA, LATAM, and ASPAC to drive effective global coordination.

Business Analyst Manager Dyson/Digital Deloitte – London EC1R OEB, UK

September 2016 – March 2017

●Coached Dyson’s in-house team on SAP B2C2B technologies.

●Partnered with UK Deloitte to redefine project scope, prioritizing the top three features within a newly negotiated timeline and mitigated risk, provided strategic insights, and resolved business requirements gaps related to ERP integration.

●Compiled documentation on Dyson’s legacy systems and unstructured data points to address master data issues and deliver more accurate data element mapping.

●Designed a Core UX/UI conceptual design mockup for key Phase 1 features.

●Led Phase 1 of the Marketing module and Payment Services module, targeting a 70% sales increase in 2017.

●Developed AS-IS, TO-BE, and CHANGE business process diagrams to help decision-makers reassess the impact of key features and adjust priorities accordingly.

Business Analyst Manager DigitasLBi – London W12 7FR, United Kingdom

April 2015 - May 2016

●Led the SAP eCommerce Cloud Practice with the focus on streamlining the Discovery Methodology, business needs alignment with technical feasibility and UX/UI design proposal to uplift successful project rate.

●Enhanced LBi Beyond Vanilla SAP eCommerce Cloud Agile Pre-Backlog, to t-shirt size projects, mapping process flows to user stories for core SAP out-of-the-box modules, serving as a template for project costing and Statement of Work (SOW) development.

RS Components' B2B and B2C eCommerce

●Managed senior stakeholders’ expectations for RS Components' B2B and B2C eCommerce, overseeing Product Catalog, Order Management, CMS, Payment Gateway, Promotions, and Quotes.

●Led technical feasibility analysis, optimizing SAP Hybris out-of-the-box features for streamlined implementation and customized UX/UI design.

●Customized SAP Hybris Multi-Country Feature to meet business needs, collaborating with and receiving training from Managed SAP Hybris Consultants.

Lebara Mobile UK - Worked with the team on Request for proposal (RFP) response.

Adyen Online Payment Solutions

●Delivered an SAP Hybris plug-in featuring a three-layer security architecture to enhance system protection and data integrity and provide options for the end users and the UX/UI design options.

Superdrug UK health and beauty retailer & Nisbet UK online catering equipment

●Oversaw Agile artifact and UX/UI design management for SuperDrug and Nisbet under a maintenance license, ensuring streamlined documentation and process adherence.

Brown Bag Lunch Sessions

●Established Brown Bag Lunch Sessions to foster cross-project collaboration, knowledge sharing, and team building.

●Collaborated with Senior Leadership, Project & Resource Planners to ensure Business Requirement Workshops were effectively led by Business Analysts, UX/UI testers, supporting four delivery team streams.

Digital Transformation Business Analyst Molton Brown – London, W1D 5EU, UK

April 2014 - March 2015

●Managed Phase 1 – Click & Collect (In-Store) under CIO and EMEA Director’s direction, ensuring successful execution.

●Defined scope and timeline for Phase 2 – Click & Collect (Warehouse), aligning with strategic objectives and UX/UI design.

●Led cross-functional workshops and collaborated with vendors to establish a unified vision, delivering technical specs, prototypes, and test case plans.

EPAM IT Services and Consulting - 2yrs 8 mos

Business System Analyst Manager Barclays PLC Bank – London, E14 5HP UK

April 2013 - March 2014

●Led Barclays' Account Switch initiative, enabling seamless account transfers within seven days and setting an industry standard.

●Ensured compliance by collaborating with in-house Legal & Regulatory teams while redefining scope for quality delivery.

●Developed and executed technical support strategies, conducted gap analysis on operational models, and delivered tailored virtual training for effective adoption.

Lead Business System Analyst B&Q HEADQUARTERS – Eastleigh SO53 3LE, UK

January 2012 - April 2013

●Managed elicitation, design, conceptual UX/UI and delivery for core feature development across five agile delivery teams operating in multiple locations.

●Actively collaborated on advanced pricing model architecture.

●Led technical feasibility and scalability assessments for the implementation, ensuring alignment with B&Q’s retail strategic timelines.

●Trained and mentored a novice agile delivery team in Eastern Europe, enhancing their proficiency in Agile methodologies.

●Facilitated cross-functional workshops to define customer journeys, user stories, and complex business processes, producing dynamic and static mockups for visualization.

●Coordinated virtual teams across onshore and offshore locations, ensuring seamless collaboration between developers and delivery teams.

Senior Consultant Ernst & Young LLP Financial Services – 65 Broad St, Wall Street, NYC

January 1996 - January 1999

Pershing DLJ First Broker Workstation

●Led extensive gap data analysis to fix issues with complex business rules found during UAT sessions with business owners and UX/UI.

Goldman Sachs

●Drove a gap analysis to identify and propose the transformation of the product to become a marketable product.

Bank of America

●Spearheaded the design and deployment of the first eGovernment credit card system, collaborating with cross-functional teams to implement a cutting-edge solution.

●Enhanced and proposed innovative features, created UX/UI design mockups to ensure an intuitive interface that met functional and technical requirements.

●Developed detailed test plans aligned to ensure comprehensive coverage of functional, non-functional, technical requirements and compliance with industry standards.

Education & Certifications:

●Bachelor’s Degree – Visual Communication, Rio de Janeiro, Brazil

●Systems Analysis & Relational Database – Columbia University, NYC

●Oracle Database Administration – Oracle Corporation

●Team Award for Teamwork Excellence – Standard & Poor’s ACE, NYC

●User Experience (UI/UX) Innovation Workshop – Geneva, Switzerland

●PRINCE2 Project Management – Foundation & Practitioner, London, UK

●SAFe Product Owner – Training, New York, NY

“I believe you’ve brought tremendous value to the PRISMA project. Hopefully, your work continues to carry the project forward.”

— Wali Salahuddin, Sr. Manager, Advance Analytics and Data Innovations, Johnson & Johnson

“Thank you for all the contributions you had to help move PRISMA forward. Best wishes for your new projects!”

— Prasant Patel, Supply Chain Data Management,, Johnson & Johnson

“Your natural curiosity to fully understand process information in order to create the best system solutions is a quality you should always keep.”

— Mickie Stoter, Finance Team,, Johnson & Johnson

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