Business Analyst User Support

Sampath K

Email: *********@*****.***

Mobile: +1-937-***-****

Business Analyst

PROFESSIONAL SUMMARY:

Experienced Business Analyst with 5 years in requirement gathering, stakeholder communication, and process optimization, leveraging an analytical mindset to streamline operations and improve system efficiency.

Adept in configuring and maintaining systems to meet business objectives, providing insights and recommendations to improve system performance, and managing multiple priorities in a dynamic environment.

Led cross-functional teams in defining detailed acceptance criteria and user stories, ensuring alignment with business objectives and supporting the implementation and optimization of solutions.

Coordinated with QA, product managers, and business stakeholders to define detailed acceptance criteria, user stories, and test plans, ensuring adoption and success of system implementations.

Developed business dashboards and KPI reports, enabling senior management to monitor performance metrics and user adoption insights in real-time, while providing user support and training.

Collaborated with UI/UX designers to create system wireframes and mockups, ensuring alignment between technical implementations and customer experience goals, and providing user support.

Authored and maintained comprehensive documentation to support traceable and auditable delivery of enterprise applications, ensuring adoption and success through training and user support.

Facilitated stakeholder workshops and interviews to gather business requirements and translated findings into actionable epics and backlog items for agile development teams, improving efficiency.

Assisted in UAT testing, captured feedback, and drove defect resolution processes to ensure final deliverables met all functional expectations and client quality standards, improving efficiency.

Experience working with RESTful APIs and microservices, integrating legacy systems with new cloud-based components for seamless automation and data processing improvements, and troubleshooting issues.

Supported modernization efforts by coordinating data migration projects and tracking infrastructure readiness, while leveraging excellent analytical and problem-solving skills to troubleshoot issues.

Partnered with delivery leads and architects to build product roadmaps and strategic presentations, aligning business cases with broader digital transformation objectives, and improving efficiency.

Maintained and prioritized product backlogs, facilitated grooming sessions, and led sprint planning efforts, improving team velocity and minimizing sprint spillovers across distributed engineering teams.

Created Excel-based financial models and tracking tools for real-time status reporting and stakeholder communications across project phases and workstreams, leveraging an analytical mindset.

Developed comprehensive gap analysis documents and transformation roadmaps, comparing current-state processes with desired future-state workflows to guide technology adoption strategies.

Acted as the primary liaison between offshore delivery teams and onshore product stakeholders, facilitating clear communication and timely updates on sprint status and release readiness.

Conducted impact analysis and feasibility studies during change request reviews, identifying dependencies and proposing low-risk integration paths for new functionalities or regulatory updates.

Delivered post-implementation support including end-user training, documentation handover, and process compliance walkthroughs to ensure successful adoption of systems and knowledge transfer.

TECHNICAL SKILLS:

Business Tools - JIRA, Confluence, ServiceNow, MS Excel, MS PowerPoint, Visio, Figma, Lucidchart, Mavenlink, Salesforce CPQ

Cloud Platforms - Google Cloud Platform (GCP), AWS, Azure

Data Analysis - SQL, Excel (Advanced), Looker, BigQuery

Methodologies - Agile, Scrum, Waterfall

Project Tools - MS Project, Trello, Smartsheet

Others - System Integration

PROFESSIONAL EXPERIENCE:

TD Bank May 2023 – Present

Business Analyst

Responsibilities:

Collaborated with stakeholders to gather and document business requirements for the implementation and optimization of Salesforce CPQ, aligning with strategic business objectives and improving system efficiency. This ensured seamless integration and adoption across various departments.

Configured and maintained Salesforce CPQ to meet evolving business objectives, providing insights and recommendations to improve system performance and streamline operations, enhancing overall efficiency and user satisfaction. This included custom configurations.

Led requirement-gathering sessions with stakeholders and documented user stories in JIRA to align business objectives with GCP migration initiatives, ensuring traceability and compliance with strategic cloud vision. This improved project alignment.

Created and maintained detailed as-is and to-be process flows, identifying system inefficiencies and proposing optimized GCP-enabled workflows to support automation, compliance, and operational transformation efforts. This improved efficiency.

Conducted stakeholder mapping and built RACI matrices to assign roles, reduce ambiguity, and enforce accountability across teams during GCP-based application modernization and dashboard reporting rollouts. This improved accountability.

Collaborated with cloud architects to define BigQuery-powered data pipelines for ingesting and aggregating operational data across lines of business, enabling near real-time visibility into banking performance metrics. This improved visibility.

Designed interactive prototypes and wireframes in Figma for GCP-based banking applications and secured product owner buy-in through iterative validation sessions and usability feedback loops. This improved user experience.

Authored comprehensive BRDs, FRDs, data dictionaries, and glossary terms in collaboration with enterprise architects and compliance teams, ensuring alignment with GCP security and data governance requirements. This improved compliance.

Delivered hands-on user training and system walk-throughs for internal teams using BigQuery dashboards, Looker reports, and other GCP-native tools to support business enablement and adoption. This improved adoption.

Monitored system integrations and troubleshooted issues as they arose, ensuring seamless data flow between Salesforce CPQ and other systems, contributing to overall system stability and data accuracy. This improved stability.

Accolite May 2021 – August 2022

Business Analyst

Responsibilities:

Conducted workshops and stakeholder interviews to elicit cloud migration requirements, translating inputs into detailed user stories, epics, and backlog items for AWS-based modernization initiatives across multiple departments. This improved alignment.

Authored BRDs, FRDs, and acceptance criteria supporting AWS cloud adoption, ensuring requirements were actionable, testable, and traceable throughout agile development cycles and platform rollout phases. This improved traceability.

Created as-is and to-be process models in Visio to visualize modernization paths, identifying inefficiencies and mapping business processes to proposed AWS-native services and automation capabilities. This improved efficiency.

Collaborated with AWS architects and DevOps teams to validate use cases for EC2, Lambda, and S3, ensuring technical feasibility aligned with business objectives and compliance requirements. This improved feasibility.

Managed JIRA backlogs, led sprint planning and grooming sessions, and tracked story progress to maintain delivery cadence and cross-functional team accountability throughout AWS transition phases. This improved accountability.

Defined UAT scenarios and coordinated end-user testing efforts to validate AWS-hosted components, ensuring alignment with regulatory needs and business-critical performance benchmarks. This improved alignment.

Acted as a liaison between business, QA, and engineering teams to eliminate blockers, clarify scope, and align implementation goals with stakeholder expectations and AWS architecture best practices. This improved communication.

Facilitated JAD sessions, daily scrums, and agile ceremonies to ensure continuous stakeholder engagement, iterative feedback incorporation, and improved cloud project velocity across cross-functional teams. This improved engagement.

Built Excel dashboards with pivot tables and slicers to visualize KPIs such as sprint progress, backlog health, resource velocity, defect trends, and infrastructure readiness metrics. This improved visibility.

Supported change control by preparing impact assessments and mitigation strategies, ensuring AWS requirement changes were properly documented, reviewed, and executed with minimal disruption. This improved execution.

HCL Technologies December 2019 – January 2021

Business Analyst

Responsibilities:

Collaborated with stakeholders and technical teams to gather business requirements for Azure-hosted systems, translating needs into actionable user stories and documentation for infrastructure improvement initiatives. This improved alignment.

Created BRDs, FRDs, and use case diagrams for Azure-based services, supporting business process optimization, system monitoring, and enterprise service continuity in high-availability environments. This improved optimization.

Conducted gap analyses of incident management workflows, proposing Azure-native automation improvements that aligned with SLA targets and minimized ticket resolution delays across global support teams. This improved efficiency.

Designed service dashboards in Excel to report key metrics including MTTR, SLA adherence, and incident trends, enabling leadership to drive efficiency and allocate resources effectively. This improved efficiency.

Facilitated JAD sessions and stakeholder walkthroughs to validate Azure incident handling procedures and align business needs with IT service capabilities and cloud governance standards. This improved alignment.

Acted as the liaison between IT support and business units, documenting system degradation issues and translating recurring problems into enhancement requests for Azure infrastructure teams. This improved communication.

Reviewed Azure Monitor and Application Insights dashboards to identify recurring infrastructure issues, supporting root cause analysis efforts and guiding business continuity recommendations. This improved analysis.

Documented standard operating procedures (SOPs), training manuals, and escalation guides to enhance user awareness and streamline onboarding processes for Azure environment users and analysts. This improved onboarding.

Supported release planning and service validation activities by coordinating change control communications, impact assessments, and rollback procedures with IT and business stakeholders. This improved coordination.

Partnered with Azure administrators and engineers to gather input on system bottlenecks, performance gaps, and opportunities to optimize workflows for core Azure components. This improved optimization.

Certifications:

Jira Project Management – Great Learning

Excel Essential Training (Office 365/Microsoft 365) – LinkedIn Learning

Educational Details:

Master's Degree - Trine University, Michigan

Bachelor's Degree - KITS, India

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