Senior Project Manager & Business Analyst

NANA SEFA

646-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Results-driven Project Manager and Business Analyst with experience managing cross-functional projects, coordinating stakeholders, tracking deliverables, resolving technical issues, and supporting end-to-end project lifecycles in fast-paced environments. Proven ability to manage multiple concurrent projects while ensuring timely delivery, strong communication, and customer satisfaction. Skilled in project coordination, documentation, issue resolution, process improvement, and collaboration with technical and business teams. Strong organizational, analytical, and leadership skills with the ability to adapt quickly to new technical environments and industries.

CORE COMPETENCIES

• Project Management

• Stakeholder Communication

• Cross-Functional Team Coordination

• Process Improvement

• Requirements Gathering

• Change Management

• Technical Documentation

• Customer Support & Issue Resolution

• Agile/Scrum & Waterfall Methodologies

• Risk Management & Problem Solving

• Scheduling & Project Tracking

• Data Analysis & Reporting

TECHNICAL SKILLS

• ServiceNow

• Salesforce CRM

• Azure DevOps

• Jira & Confluence

• Tableau

• Microsoft 365

• NetSuite

• SQL

• Visio

• Lucidchart

• Draw.io

• Figma

CERTIFICATIONS

• Certified Scrum Master (CSM)

• Tableau Certified

• Jira Certified

• AI Certified

PROFESSIONAL EXPERIENCE

Senior ServiceNow Business Analyst / Project Manager November 2023 – Present

• Manage multiple concurrent projects and operational initiatives while coordinating with technical teams, stakeholders, and end users.

• Gather, analyze, and document business and technical requirements to support system enhancements and operational improvements.

• Track project deliverables, timelines, defects, and enhancement requests using Azure DevOps and Jira.

• Coordinate issue resolution efforts by analyzing ServiceNow tickets, prioritizing incidents, and ensuring timely completion.

• Prepare and maintain functional and technical documentation to support development, testing, and implementation activities.

• Collaborate with cross-functional teams to improve workflows, streamline processes, and enhance customer experience.

• Serve as a liaison between business stakeholders and technical teams to ensure project goals and customer expectations are met.

• Support process improvement initiatives while maintaining accuracy across operational and project documentation.

Star Assurance Ghana

Senior Salesforce Business Analyst / Project Manager February 2022 – November 2023

• Managed project coordination and business requirements for over 30 client accounts during a large-scale Salesforce case management implementation.

• Coordinated project activities across stakeholders, developers, administrators, and end users throughout the Software Development Life Cycle (SDLC).

• Assisted with planning, tracking, and execution of over 2,000 user stories while ensuring project deadlines and deliverables were met.

• Facilitated communication between technical teams and end users, improving ticket resolution efficiency by 20%.

• Troubleshot user access and operational issues while ensuring compliance with internal procedures and documentation standards.

• Supported system configuration and workflow improvements using Salesforce declarative tools including Flow, Process Builder, and Workflow Rules.

• Maintained strong client relationships through consistent communication, issue resolution, and project support.

ADDITIONAL INFORMATION

• Willing and able to travel nationally up to 30% for project coordination, site reviews, implementation support, and customer meetings.

• Valid driver’s license with clean driving record.

• Strong verbal and written communication skills with proven ability to work in fast-paced environments.

Contact this candidate