Senior IT Systems Analyst with 11+ Years Experience

Gaurav Mehta

**********@*****.***

Ph: 571-***-****

Linkedin URL : https://www.linkedin.com/in/gmehta9094/

Professional Summary

Results-driven System Analyst with 11+ years of experience in analyzing business processes, designing IT solutions, supporting enterprise applications, and driving system implementations across multiple domains. Expertise includes business analysis, requirements gathering, impact and gap analysis, system documentation (BRD, FRD, FSD, UML, Use Cases), reporting, client engagement, and quality assurance. Skilled in IT Service Management (ITSM), troubleshooting, and implementing scalable IT solutions aligned with ITIL and SDLC standards. Hands-on experience with Agile, Scrum, SQL, SDLC, and DevOps methodologies, and proficient with ServiceNow, JIRA, Azure DevOps, Microsoft Power Platform, Dynamics 365, Salesforce, SSIS, and ETL Informatica. Adept at process improvement, data integration, migration, and transformation to optimize business operations and ensure system reliability.

Technical Skills

Methodologies & Frameworks: Waterfall, Agile, Scrum, SDLC, DevOps, BDD, Gherkin Cucumber

Office & Productivity Tools: Microsoft Word, Microsoft PowerPoint, Microsoft Project, Microsoft Visio

Bug & Issue Tracking Tools:Jira, Azure DevOps, ALM/Quality Center, Rally, Bugzilla, ClearQuest

Databases & Query Languages: Oracle, Microsoft SQL Server, Azure SQL, SQL Queries

Operating Systems: Windows Server 2012/2019/2022, Linux (RHEL 4.6/ 8.3/10, Ubuntu)

Monitoring & Network Tools: Wireshark, SolarWinds, TCP/IP, DNS, DHCP, HTTP/HTTPS, SIP, VoIP, VLAN

Business Analysis & Documentation:BRD, FRD, FSD, Gap Analysis, Process Mapping, UML (Visio), Use Cases, As-Is/To-Be Modeling, Requirement Traceability, Requirement Gathering

Cisco & Telephony Platforms:Cisco CUCM, Cisco Unity, VoIP, SIP

Cloud, CRM & Automation Platforms: Microsoft Azure, ServiceNow, Salesforce, Dynamics 365, Power Platform (Power Automate, Power BI, Power Apps), Tableau, Azure Entra ID, PEGA System

Experience

Sr. System Analyst : Application Development/Support

UCare HealthCare & Health Insurance

September 2020-Present

●Partnered with cross-functional stakeholders to elicit, analyze, and document complex business requirements, converting them into actionable epics, features, and user stories within Azure DevOps, improving development clarity and delivery speed by 20%.

●Managed test case creation, execution, and tracking within Azure DevOps to ensure full coverage of functional and UAT testing.

●Skilled in refining epics into clear, actionable user stories with well-defined acceptance criteria.

●Consistently collaborates with business stakeholders, QA, and development teams to ensure stories reflect accurate business requirements.

●Demonstrated ability to align user stories with technical constraints and non-functional requirements.

●Developed comprehensive test plans, test strategies, and detailed test cases for functional and non-functional testing.

●Serving as SME & administrator for multiple healthcare applications, overseeing user onboarding/offboarding, access permissions, application configurations, and lifecycle maintenance across on-premises and cloud environments.

●Leveraged ServiceNow/ITSM experience to quickly adapt to JIRA workflows, ticket management, and Agile processes.

●Collaborated with business stakeholders to validate requirements, confirm acceptance criteria, and ensure solution quality.

●Stabilized malfunctioning vendor-supported applications, preventing downtime and delivering $50K+ annual savings, earning the Service Excellence Award 2023.Delivered 20% cost savings by optimizing application performance and automation.

●Automated key business workflows in Microsoft D365 using Power Automate, improving process efficiency and reducing manual intervention by 40%

●Led end-to-end system testing and user acceptance testing (UAT), including test planning, strategy development, detailed test case creation, execution, and defect resolution.

●Worked hands-on with Azure DevOps for test case management, work item tracking, and release coordination, improving project workflow efficiency.

●Elicited, analyzed, and translated business requirements into functional specifications and actionable solutions, driving project success.

●Led application deployments, upgrades, and new launches; collaborated on monthly patching, DR exercises, and data center migrations to ensure smooth operations.

●Utilized SQL for data extraction, validation, and reporting; supported migrations, ETL workflows, and CRM (Dynamics 365) enhancements with Power Automate and Azure Data Factory automation.

●Authored BRDs, TRDs, data mapping documents, and knowledge base articles

●Collaborated with Solution Architects and developers on API integrations, hybrid cloud/on-prem solutions, and solution architecture diagrams for upgrades and new applications.

●Delivered 99.9% application uptime by providing on-call support for high-priority incidents, performing system health checks on Windows Server (2012/2016/2022) using SolarWinds, and validating performance post-patching.

●Able to translate complex business processes into structured, easy-to-understand Jira tickets.

●Improved claim processing efficiency by 25% by managing and monitoring HIPAA-compliant EDI transactions (837P/I/D, 835, 276/277), ensuring timely submissions, acknowledgment tracking, and successful claim delivery to DHS and CMS.

●Facilitated transition of ITSM practices into Agile/JIRA environments, enhancing operational efficiency.

●Reduced EDI rejection rates by 30% through proactive validation, transaction monitoring, and coordination with encounter and data teams for error resolution.

●Maintained system and process documentation in Confluence, ensuring architecture and workflow updates remained current and accessible to stakeholders.

●Applied knowledge of incident, problem, and change management from ServiceNow to streamline JIRA issue tracking and resolution.

●Automated certificate management and healthcare workflows using Power Automate, PowerShell, and Azure Data Factory, reducing manual effort and operational risk.

●Authored Knowledge Base articles in ServiceNow,sharepoint and JIRA to document workflows, new processes, and system changes, improving organizational knowledge and onboarding efficiency.

●Monitored system health and performance on Windows Server (2012/2016/2022) using SolarWinds and related tools.

●Provided on-call support for after-hours incidents and coordinated quick recovery of critical services.

HCL Technologies (2014-2020)

Senior Analyst : Telephone & VoIP Operations

JP Morgan Chase Banking & Finance

April 2017- January 2020

●Collaborated with business stakeholders, infrastructure teams, and vendors to gather requirements, define technical specifications, and implement secure voice solutions across multiple banking locations across the US.

●Led analysis, design, and support of VoIP and unified communication systems integrated with core banking applications.

●Manage end-to-end incident, problem, and change processes (ITIL framework) for all telephony and system integration issues.

●Created and maintained technical documentation, including configuration baselines, topology diagrams, SOPs, and troubleshooting playbooks.

●Partner with business units and IT infrastructure teams to analyze voice and communication requirements, ensuring alignment with security, compliance, and customer experience standards.

●Provided mentorship and training to junior analysts, fostering operational excellence within the telecom and system support team.

●Ensured 99% uptime and high call quality for enterprise VoIP systems supporting multiple US banking branches

●Assisted in system migrations and patch deployments, performing validation checks and documenting post-deployment outcomes.

●Working on Service Now Tickets for troubleshooting, configuring and removing soft IP phones.

●Collaborated with network and service desk teams to troubleshoot call quality and connectivity issues.

●Oversee Problem and Critical Incident Management under ITIL framework, ensuring high-priority issues are resolved within SLA and performing Root Cause Analysis (RCA) for recurring faults.

●Supported VoIP phones deployments and relocations during office moves and new user onboarding.

●Reduced recurring telephony issues by implementing RCA-driven solutions and ITIL problem management.

●Streamlined deployments and migrations of VoIP systems across 2000+ endpoints, improving operational efficiency and end-user satisfaction.

IT System Analyst : Data Center Operations

Consumers Energy Utilities & Energies

September 2015 - April 2017

●Facilitated from starting phases of the project. Developed the scope document initial workflows, helped collecting the Business Requirement Documents and supporting documents that contain the essential business elements and detailed definitions. Translated business requirements to functional requirements.

●Assisted in designing and configuring Warehouse Management system WMS modules, ensuring alignment with DC operational needs such as inventory tracking, put-away, picking, packing, and shipping.

●Actively participated in all the AGILE/SCRUM ceremonies such as sprint planning meetings, sprint estimation meetings, daily scrum meetings, sprint demos and retrospective meetings.

●Collaborated with DC operations managers and stakeholders to document business requirements for WMS system enhancements and process optimization.

●Participated in process optimization initiatives, including automation and robotics integration, improving efficiency and accuracy in order fulfillment.

●Supported development, testing, and UAT for software releases, ensuring seamless functionality for mobile and desktop platforms.

●Created dashboards, reports, and KPIs to monitor inventory accuracy, fill rates, order cycle times, and operational performance.

●Participated in cross-functional meetings with operations, IT, and logistics teams to ensure smooth project execution.

●Contributed in requirement gatherings,planning & design, development and configuring WMS modules while ensuring smooth deployment of data in WMS modules.

●Maintained knowledge base and operational documentation for warehouse staff and support teams.

Junior System Analyst : Telecom Operations

British Telecommunications Telecommunications & Networks

Dec 2014 - September 2015

.

●Investigated and resolved system incidents impacting customer activations, billing, and order processing, improving operational efficiency.

●Collaborated with senior analysts and developers to analyze business requirements for new telecom services, contributing to successful system enhancements.

●Performed SQL data validation to ensure accuracy of customer and network information during system updates.

●Analyzed and documented existing systems and business processes to enable enhanced data integration and streamlined workflows.

●Created and maintained functional and technical documentation, including process flows, impact logs, and knowledge base articles, supporting regulatory compliance and team onboarding.

●Participated in UAT testing for system enhancements and coordinated with QA and development teams to ensure timely resolution of defects.

●Maintained 99% system uptime for telecom billing and provisioning platforms through proactive incident resolution.

●Tracked and managed incidents in ServiceNow, providing root cause analysis summaries to reduce recurring issues and improve service reliability.

●Actively participated in daily stand-up meetings, providing status updates, reviewing incidents, and coordinating cross-team project activities.

EDUCATION: Bachelor’s of technology in Electronics & Communication (2009-2013)

CERTIFICATIONS : Microsoft Azure Fundamentals AZ-900,ITIL, CCNA (Routing & Switching),ComPTIA Network +

WORK AUTHORIZATION : US Citizen

Contact this candidate