Senior Business Systems Analyst with PMP/PMI-ACP Proficiency

Tikka Jagjit Singh

**** ********** **** ******* ** 21113 ● 240-***-**** ● ***********@*****.***● US Citizen ● LinkedIn

SENIOR BUSINESS SYSTEMS ANALYST

Seasoned PMP® and PMI-ACP® certified Project Manager and Senior Systems & Business Analyst with a wide range of IT knowledge and extensive experience in significantly improving organizations by conducting business process analysis and needs assessments to align IT solutions with business initiatives. Display remarkable skills in identifying areas of operational improvement by utilizing system functionality, end user training programs, metrics and reports design, and system testing. Exhibit strong knowledge of agile and software development lifecycle processes and methods. Strongly focused on solutions that exceed strategic objectives and creating win-win situations. Effective team builder, exhibiting the ability to motivate diverse groups to achieve a targeted goal.

***********@*****.*** • 240-***-****

Odenton, MD 21113 • LinkedIn

Areas of Expertise

Project Lifecycle Management

Strategic Planning & Roadmap Development

Service Quality Enhancement

Data Analysis & Metrics Reporting

Project Scope Definition

Risk Assessment & Mitigation

Business Process Optimization

CRM Systems Management

Budget Management & Cost Control

IT Governance & Compliance

Vendor & Stakeholder Coordination

Cross-Functional Team Leadership

Professional Experience

Internal Revenue Service (IRS) New Carrollton, MD End Client: IRS May 2023 – May 2025

Sr Business Analyst/Project Manager

Delivered enterprise-wide technical leadership on ESP standards and facilitate identification, submission, tracking, and integration with ServiceNow for future-state automation. Perform in-depth analysis of alternatives (AoA) and drive compliance with federal standards including IPv6, Section 508, FISMA, NIST SP 800, ITIL, ISO9000, CMMI frameworks and FedRAMP. Led full lifecycle ERP implementations (requirements, design, configuration, testing, deployment, and support) across Finance, HR, and Supply Chain modules. Governed change control processes for software, hardware, cloud services, and software components (SWCs). Facilitate enterprise-wide meetings with network engineering, ITOCC, Salesforce/MuleSoft teams, and onboarding groups to coordinate initiatives and resolve operational dependencies. Maintain CRM infrastructure by managing SharePoint distribution lists, updating knowledge articles in collaboration with ITOCC, and curating RACI charts and executive briefing decks. Gather stakeholder requirements through advanced analytics to align enterprise technology standards with strategic objectives. Coordinate resources, secure interdepartmental alignment, and report organizational impact to senior executives through high-level briefings. Provide ESP-related support to CRM development teams, trained new personnel, and established IRWorks support groups in ServiceNow for IRS CRM projects.

Managed and oversaw as Project lead, multiple task orders under the IRS programs which included IaC PaaS, ESP Future State migration to ServiceNow, Standardization of ESP products, Tech Insertion of new products in IRS inventory and testing of new and upgraded latest versions of Software/Hardware/Appliances as per IRS guidelines ensuring timely and quality delivery of services.

●Managed full project lifecycle for Infrastructure as Code (IaC) and Enterprise Standards Profile (ESP) initiatives, including roadmap development, user story creation in WC2 Jira, and collaboration in Confluence.

●Led modernization of SMO intake processes by engaging stakeholders, documenting workflows, and streamlining standard product identification and business requirements analysis.

●Managed cross-functional teams including business analysts, developers, and functional leads to deliver ERP solutions aligned with business goals.

●Directed data migration, system integration, and legacy system decommissioning during ERP modernization efforts.

●Contributed to enterprise policy development, including IRWorks group classifications, product steward recommendations, IRM issuances, and formal memoranda for cross-agency directives.

●Directed end-to-end DW, from requirements gathering through ETL design, data modeling, testing, and production deployment.

●Coordinated efforts between data engineers, ETL developers, and infrastructure teams for high-performance DW delivery.

●Managed data migration and integration from multiple source systems (ERP, CRM, legacy databases) into centralized DW environments.

●Oversaw CRM operations & maintenance (O&M) transition under SSSD, including status reporting via Quad Charts, stakeholder coordination across CRM PMO, EOPs, DevSecOps, and MuleSoft teams.

●Executed strategic planning sessions with SMEs and senior IT leadership to define growth strategies, establish milestones, and enhance cross-functional performance outcomes.

●Coordinated system enhancements and cross-functional tool integration through participation in Taxonomy and Standards Work Stream, aligning ESP with evolving enterprise architecture strategies.

●Provide risk/change management expertise across enterprise IT systems, ensuring project success and system security.

●Define performance measures, operational metrics, and efficiency improvements, delivering actionable reporting to senior leadership.

●Advise program managers on IRS processes, business requirements, and interdependencies between enterprise systems.

●Prepared and presented status reports to senior management and federal stakeholders.

●Provide leadership and direction for testing-related efforts including functional, integration, and performance testing of all new Software/Hardware/Appliance products being added to ESP.

●Holds IRS MBI Clearance (Current)

Booz Allen Hamilton New Carrollton, MD End Client: IRS Feb 2019 – Apr 2023

Lead Technologist/ Sr. Business Analysis

Analyzed technical requirements to define scope, integration methods, and compliance with FISMA, CSIRC, PII protection, and other federal regulations. Evaluated and tracked CRs via MS SharePoint, provided technical guidance to stakeholders, and maintained traceability across full CR lifecycle. Updated enterprise standards profile (ESP) with approved IT products and ensured accuracy across software, hardware, cloud, and infrastructure components. Conducted qualitative and quantitative assessments to support standards enforcement, IT system testing, quality assurance, and policy implementation. Led technical review meetings with stakeholders, delivered progress reports, and negotiated resolutions for CR discrepancies. Organized work allocation, clarified project roles, and resolved team conflicts while promoting a collaborative, inclusive, and objective-driven work culture. Coordinated with senior IRS leaders, contractors, and SMEs to identify system integration issues and offer accessible information management solutions. Performed analysis of alternatives (AoA) to inform decisions on new product recommendations, detailing existing ESP overlaps and use-case justification.

●Achieved expedited CR processing targets consistently, including time-sensitive COVID-19-related submissions.

●Directed team of five IT specialists and business analysts, setting expectations, evaluating performance, and driving technical excellence.

●Advised IRS clients on emerging technologies to address evolving business needs and resolved inquiries regarding CR outcomes.

●Delivered project management, business analysis, and process optimization to support change requests (CRs) across 20 IRS business units, aligning IT solutions with enterprise goals and regulatory mandates.

●Attained comprehensive knowledge of IRS-wide technology assets, including servers, platforms, software, hardware, appliances, and cloud infrastructure components.

●Drafted and submitted up to five CRs weekly to IT Change Control Board (CCB), including recommendations backed by detailed analysis and stakeholder consultation.

OPTiMO Information Technology LLC Manassas, VA End Client: USPS Feb 2017 – Jan 2019

Sr. Business Analyst/Project Manager

●Managed and Lead project teams across broad technical, financial and business disciplines. Focusing teams on business objectives and tracking progress to ensure project milestones are completed on time, on budget and with the desired results

●Managed cross-functional teams of developers, programmers, Business Systems analysts, network specialists and testers

●Drove the high-quality completion of systems engineering, software/database development and enterprise-wide implementation projects for client

●Facilitated the customer facing Joint Development Sessions in presenting the Sprint Content and obtaining customer approval for Wireframes, develop process diagrams, use-cases, activity diagrams, and design documents

●Held Scrum meetings daily to take team status of ongoing tasks, attending IPT and project related meeting with customer.

●Documented User Stories, tasks and managing team progress in Rally/VersionOne.

●Reported weekly status to Program Manager

●Participated in weekly PMs meeting deciding allocation of resources across company for various projects, preparing ROM, submitting to client for approval and answering queries and questions from Business/IT side of client

●Propelled organization to attain significant accomplishments by managing all aspects of highly technical, enterprise-wide projects supporting system application analysis and requirements gathering efforts for an integrated enterprise system.

●Facilitated the customer facing Joint Development Sessions in presenting the Sprint Content and obtaining customer approval for Wireframes, develop process diagrams, use-cases, activity diagrams, and design documents

●Responsible for tracking work progress, writing user stories and acceptance criteria, estimating story points, documenting functional and non-functional requirements and participating in Sprint planning and retrospective meetings using Agile methodology

●Completed Request Reviews by analyzing the defects/issues and present findings to the Business

●Documented and updated User Stories in VersionOne, review requirements with Business, do gap analysis and provide requirements clarifications support to Development and Testing Teams.

●Created and updated Story Templates in VersionOne to facilitate other ream members to create New User Stories for current and future sprints.

●Made presentation in Sprint Closeout showcase by demonstrating the application development and answer questions from Stakeholders and Business Owners.

●Engaged with IT team to demonstrate business requirements/specifications and solve complex business and technical problems

●Achievement Highlights:

●Managed Project Designing of Mailer Portal for USPS, Logical Delivery Event and Electronic Signature Online. Projects successfully deployed for Production Release.

●Led project team across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.

●Mitigated risk factors through careful analysis of financial and statistical data. Anticipated and managed change effectively to achieve project objectives.

●Defined processes and tools best suited for project. Following agile approach to meet client goals, creating detailed project road maps, plans, schedules and work breakdown structure.

Spalding Consulting Inc. Lexington Town, MD End Client: Joint Program Office Nov 2016 – Jan 2017

Sr. Business Analyst

Worked on Designing of New Airworthiness Tool for Department of Navy and US Air Force for F-35 class of Aircraft.

●Served as Point of contact to design, plan, and coordinate the management development of Airworthiness (AW) Tool for the Joint Program Office (JPO) for F-35 class of Aircrafts

●Lead requirement elicitation effort by holding JAD sessions with client.

●Documented High Level Business Use Cases to defining high-level business Requirements.

●Project was to be completed using Agile.

●Engaged project team with client to understand the complexity of system.

ACTIONET INC Washington DC End Client: Department of Energy Mar 2016 – Nov 2016

Sr. Business Analyst Helped organization to attain significant accomplishments by managing all aspects of highly technical, enterprise-wide projects supporting system application analysis and requirements gathering efforts for an integrated enterprise system.

●Administered a team of business analysts and QA testers for elicitation of requirements, overseeing system documentations, including like High Level Business Requirements Documents using Agile, Functional and Non- Functional Requirements Documents and Test Plans Documents.

●Reviewed and analyzed business processes, current legacy systems, and business process for legacy systems integration with future To-Be system.

●Developed To-Be Process Improvement Functions documents highlighting the new functions and process improvement steps.

●Closely monitored and ensured requirements were properly documented, translated and interpreted to meet business and functional requirements.

●Engaged with IT team to demonstrate business requirements/specifications and solve complex business and technical problems.

Lockheed Martin Corporation Washington, DC End Client: FAA Apr 2014 – Mar 2016

Systems Integration Analyst

Client: Federal Aviation Administration (FAA) NISC Programs Instrumental as Project Manager and Business analyst & System Integration lead accountable for managing projects including gathering and realizing the requirements from design, development, test, and deployment in production sprint-wise.

●Led the delivery of application managing contracts of value 1.2B, 1200 User base, highly available, secured, globally accessible contracts workflow application with 12 resources using Agile methodology.

●Handled following projects at NISC for FAA

●DVARS: As a Project Manager, led the team of 4 Business Systems Analysts and documented Business and Functional Requirements for Data Visualization, Analysis, And Reporting System

●TOOLSET: Worked as Business Analyst for Project Toolset which was first BPM based project successfully went into production. Toolset combined several legacy systems including customer service and billing, accounting and financials, engineering and operations, customer and employee self-service mobile applications, payment channels, print services, and cybersecurity services to automate the payment systems to all FAA vendors

●ASKME-Two: Worked as Project Manager and Lead Tester & Scrum Master for Test Team Scrum for Aviation Safety Knowledge Management Environment (ASKME) Program

●Led the application requirement analysis for Projects Toolset, Aviation Safety Knowledge Management Environment (ASKME) business processes - Airworthiness Directives Development (ADD), Airworthiness Certification (AWC), Compliance and Enforcement Actions (CEA) and Work Tracking Software – Budget Management (WTS-BMgmt).

●Demonstrated leadership in analyzing the business needs of FAA customer and stakeholders to help identify business problems and successfully implement complete solutions and ensuring customer satisfaction at every step of delivery process.

●Performed daily management of the program and develop long-term and strategic objectives to ensure that end user requirements will be satisfied in future years of the contract.

●Managed all contract personnel and ensure high-quality and acceptable task completion and deliverables from contract personnel in compliance with the SOW.

●Ensure technical solutions and schedules are implemented in a timely manner, successfully met contractual performance criteria and due dates during service delivery and overall project completion.

●Assisted in developing capture development strategy by creating solution artifacts and balancing these solutions against cost, schedule, function, quality, and other business considerations.

●Facilitated the customer facing Joint Development Sessions in presenting the Sprint Content and obtaining customer approval for Wireframes, develop process diagrams, use-cases, activity diagrams, and design documents.

●Provided technical solutions and leadership to Test Teams & Release teams on Technical Hands-on sprint-wise.

●Designed the Custom Workflows and Integrating Custom search to the web applications.

●Prepared and presented weekly reports on project progress to FAA Program Manager and Directorate.

●Directly responsible for tracking work progress, writing user stories and acceptance criteria, estimating story points, documenting functional and non-functional requirements and participating in Sprint planning and retrospective meetings using Agile methodology.

●Created Master Test Plans Sprint wise and established the Test Scripts in JIRA.

●Performed system testing for all master pages and various site collections of the SharePoint 2013 farms.

●Coordinated User Acceptance Testing for FAA customer; conducted UAT for three levels in FAA for each release, supervised UAT Test Plans, Test suites and Test Cases, helped customer to create Problem Tickets, and signed off the Requirements for every sprint.

●Developed and periodically reviewed SDLC process documents, including Concept of Operations (Con-Ops) Document, System Boundary Document, Functional Requirements Document, Non-Functional Requirements Document, Release wise System Designs, Release wise Test plans, Release wise System Installation Guide, and Release wise System User Guide.

Lockheed Martin Corporation Arlington, VA End Client: FDIC Jan 2013 – Mar 2014

Senior Business Analyst

Drove program milestones within budgetary constraints through optimization of resource allocation and formulation of strategic plans aligned with business objectives. Drafted vision documents to define project scope, including problem statements, use cases, success criteria, and required resources to establish project baselines. Created detailed UML use cases to map activities, artifacts, and stakeholders, supporting clear communication of system interactions and user workflows. Served as key contributor in user acceptance testing (UAT) and oversaw test planning, execution, documentation, and integration of in-house and Commercial Off-The-Shelf (COTS) systems.

●Led elicitation, analysis, documentation, validation, and approval of business and technical requirements while establishing bi-directional traceability throughout project lifecycle.

●Collaborated with end users, management, and technical teams to align architecture and system designs with evolving business process requirements, facilitating stakeholder consensus through effective solution presentations.

●Coordinated functional testing for a portfolio of 30 applications, authored requirement management plan (RMP), glossary, and development case documents to standardize application testing processes.

Additional Experience

Project Manager GCC Technology LLC – Crystal City, VA End Client: FSA (Sep 2012- Dec 2012)

Senior Business Analyst Northrop Grumman Corporation (NGC) – Baltimore, MD End Client: SSA (Aug 2011-Aug 2012)

Senior Business Analyst The Washington Post – Washington, DC (July 2008 – July 2012)

Senior Business Analyst ATG USA Inc. – Troy, MI (Aug 2004 - Jun 2008)

Business Analyst Royal System Inc. – Silver Spring, MD (Jan 2000- Jul 2004)

Education

Master’s Degree in Business Administration (MBA) Panjabi University, Patiala/India 1980

Bachelor of Science in Electrical Engineering Punjab Engineering College, Chandigarh/India 1995

Certifications

●Project Management Professional (PMP)®

●PMI Agile Certified Practitioner (PMI-ACP)®

Trainings

●Attended International Training Program on Essential Management for Entrepreneurs and Managers sponsored by the United Nations Industrial Development Organization (UNIDO) and the United Nations Development Program (UNDP), held at the Indian Institute of Management Calcutta (Mar 27 – Apr 9, 1991).

●Attended Project Management Training Programs at the Indian Administrative Staff College, Hyderabad, India.

Achievements

●Organized 50 Entrepreneurship Training Programs for Science and Technology students.

●Visited Japan as a member of a delegation sponsored by the Government of India and the National Productivity Council to study special educational needs and submitted a research report.

Publications / Conference Presentations

●Co-operative Education – A Strategy for Human Resources Development for Growth through Industry-Institute Interaction, presented at the 6th World International Conference on Co-Operative Education, Mohawk College, Hamilton, Canada (Aug 28 – Sep 1, 1989).

●Co-operative Program – A Step to Bridge the Gap between Theoretical and Practical Approach towards Engineering Education, presented at Hong Kong Polytechnic, Hong Kong (Aug 26 – 30, 1991).

●Co-operative Education – A Successful Indian Experiment, presented at the International Technology Conference organized by UNESCO in Paris (Jun 28 – Jul 7, 1996).

Technical Proficiencies

Software & Platforms / Cloud Technologies:

Amazon Web Services (AWS), Microsoft Azure, SQL Server, Microsoft Office Suite, MS Visio, MS Project, MS SharePoint, ServiceNow (SNOW), StarTeam, JIRA, Confluence, Team Foundation Server (TFS), Rational Requisite Pro, Rational Software Architect (RSA), IBM DOORS Next Generation, Windows (Server and Desktop), and LINUX

Testing Tools: HP Quality Center, WINRUNNER 7.5, Test Director 7.6 / 6.0, LoadRunner 7.5, CLM, ClearQuest, ClearCase, Rational Rose, VersionOne, Rally, Trello, Microsoft Test Manager, and Selenium

Methodologies & Concepts: System Development Life Cycle (SDLC), Agile (Scrum), and SAFe (Scaled Agile Framework)

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