Business Analyst Project Management

Ishola AMINU

Regina, SK. ******.*****@*****.*** 587-***-****

PROFESSIONAL EXPERIENCE:

Exemplary IT Business Analyst showcasing proven expertise in the design, installation, implementation, operation, maintenance, and support of computer-based information systems. Proficient in requirement gathering and possesses programming and project management skills. Known for excellent communication and interpersonal skills, contributing to effective team collaboration and project success. CORE COMPETENCIES AND SKILLS

• Attention to detail.

• Enterprise software, incident management, business applications, and infrastructure operations.

• Agile, Waterfall, Software development Lifecycle, Data reporting, SQL, Document business processes, Analysis skills, computing, data presentation, data flow, business integration, performance measures

• Considerable knowledge of information reporting techniques and concepts.

• Demonstrated skills and familiarity with billing and Accounts Receivable systems.

• Detail-oriented problem-solver with a passion for building great products

• Relationship-builder and collaborator able to understand the needs of employees.

• Excellent communication skills, with a focus on policy and procedure preparation and effective group communication, prepare reports.

• Team player who embraces change and strives to improve and innovate processes PROFESSIONAL EXPERIENCE

Rogers, Canada Mar 2024 – Date

Client Support

Responsibilities:

• First-level support to customers.

• Configuration of price plan changes for mobile and home internet subscriptions, IPTV, home telephony, and home security.

• Provision of Smart Home Monitoring equipment.

• Upgrading mobile devices for both iOS and Android devices.

• Achieved 90% First Call Resolution (FCR)

• Maintained Average Hold Times (AHT) of less than 3 minutes.

• Ticketing of escalation issues and resolutions on ServiceNow.

• Updating Knowledge database.

QuCoon, Nigeria Feb 2018 – Nov 2023

Business Analyst

Responsibilities:

• Work closely with business stakeholders to understand their needs, objectives, and challenges.

• Create, manage, and resolve stories in JIRA

• Evaluate, develop, and analyze business requirements, processes, and workflows.

• Translate business requirements into clear and concise functional specifications for technical teams.

• Collaborate with technology teams to design solutions that meet business needs.

• Monitor development to ensure standards are followed and ease of maintenance.

• Ensure proposed solutions align with the organization's strategic goals and technological capabilities.

• Serve as a liaison between business stakeholders and technology teams.

• Manage incidents and incoming enhancement requests.

• Collaborate with project managers to define project scope, objectives, and deliverables.

• Monitor project progress and identify potential risks or deviations from the plan.

• Document and Execute/Test user story acceptance testing

• Identify areas for process optimization and efficiency enhancement.

• Provide user story and solution support to team members.

• Create Standard Operating Procedures for commonly performed tasks. Ecobank Plc, Nigeria April 2012 – Dec 2017

Business Relationship Manager

Responsibilities:

• Collaborated with cross-functional teams to identify and analyze business requirements, translating them into effective software and systems solutions.

• Facilitate problem and solution negotiations with business stakeholders and IT team.

• Provided technical expertise and analytical support for the implementation and maintenance of computer technologies.

• Conducted thorough analysis of banking processes, identifying areas for improvement and efficiency gains.

• Assisted in integrating various systems and processes to streamline operations and enhance customer experience.

• Worked closely with software development teams, designing, developing, and implementing enhancements to existing systems.

• Performed workshops with various stakeholders

• Coordinated user testing for new application releases, upgrades, and enhancements.

• Developed test plans and guided users during the execution of test plans.

• Delivered training programs related to banking systems and processes for various levels of bank staff.

• Contributed to the development of comprehensive reports and queries using corporate standard reporting tools.

• Provided formal and informal training and advisory services to enhance the effective use of banking systems and processes by staff.

• Maintained detailed documentation of banking systems and workflow processes.

• Acted as a liaison between bank staff and the Information Technology Department, effectively managing operational issues and facilitating seamless communication.

• Developed project timelines and budgets, monitored project progress, and reported status to the Manager.

• Prepared various reports, letters, and documents as required.

• Actively participated as a member of the management group, contributing to effective administrative processes, division goals, objectives, and annual work plans. Ecobank Plc, Nigeria Jan 2008 – March 2012

Application Support Analyst

Responsibilities:

• Provided technical support and troubleshooting for hardware and software issues.

• Ensure high quality of development and solution before product increment release.

• Implemented in-house monitoring tools to track the performance of Electronic Funds Transfer platforms for real-time service monitoring and deliver 99.99% uptime.

• Support investigation, analysis, and response to incidents.

• Collaborated with stakeholders and technology peers to install, support, and operate custom-built tools.

• Configured and maintained information systems and applications, supporting multiple applications to meet business partner goals.

• Developed, tested, and maintained system platforms, ensuring high availability and performance.

• Provided user support, managing access and resolving technical issues promptly.

• Liaised with several vendors to utilize them to fulfil the services they were contracted for in accordance with their SLAs and saved cost where possible.

• Implemented an in-house monitoring tool to track the performance of all Funds Transfer platforms for real-time service upkeep.

• Delivery of Bank Verification Number Project in conjunction with the Central Bank of Nigeria.

• Developed roll-out strategy for delivery and compliance of Biometric Verification Number devices and 2,096 PCs to 524 branches nationwide.

• Developed strategy for network integration from the Central Bank to all 524 branches.

• Management of external project consultants (NIBSS, CHAMS).

• Responsible for tracking deliverables and timelines.

• Implementation of an Instant Money Transfer solution per regulatory standards.

• Successful integration of instant payment module to banking application at branch level (client solution) and on channels i.e. Internet banking, mobile, and ATM systems.

• Responsible for incident management across multiple applications using BMC Remedy.

• Perform change, release, and patch management for all financial applications. EDUCATION AND TRAINING

Masters in Information Technology

Ladoke Akintola University of Technology • Nigeria Bachelor of Science, Computer Science

Babcock University • Nigeria

CERTIFICATIONS

Microsoft Azure Fundamentals

AWS Cloud Practitioner

ISC2: Certified in CyberSecurity

Information Technology Infrastructure Library (ITIL V3) References

Available on Request

Create, manage, and resolve stories in JIRA.

Create, manage, release (production & ITE)

Evaluate/develop business requirements.

Monitor development to ensure standards are followed and ease of maintenance. Manage incidents and incoming enhancement requests. Document and Execute/Test user story acceptance testing Provide user story and solution support to team members. Support investigation, analysis, and response to incidents. Facilitate problem and solution negotiations with business stakeholders and IT team. Ensure high quality of development and solution before product increment release. Required Skills:

Minimum 5 years experience as a Product Analyst

Attention to detail, curious, experience working in agile, ability to understand different viewpoints of stakeholders Facilitate problem and solution negotiation between multiple business and IT stakeholders Relationship-builder and collaborator able to understand the needs of employees Team player who embraces change and strives to improve and innovate processes Detail-oriented problem-solver with a passion for building great products Financial Institutional experience would be considered an asset

Contact this candidate