Results-Driven BA & PM Professional in Process Optimization

Nirmala George

Mississauga, Ontario, Canada 437-***-**** *********@*****.*** www.linkedin.com/in/nirmalageorge

Professional Summary

Results-driven professional with 7+ years of experience in business analysis, process management, and project management within large global organizations. Recognized for exceptional communication and documentation skills, streamlining workflows to ensure the successful delivery of cross-functional initiatives. Experienced in managing stakeholder communication and collaboration while driving organizational change.

Key Skills

Business Analysis & Process Management (requirements gathering, workflow mapping)

Project Coordination & Planning (scheduling, task tracking, cross-functional integration)

Technical Documentation & Writing (training guides, SOPs, release notes)

Stakeholder Collaboration & Communication (training, presentations, support liaison)

Tools/Applications

Confluence, JIRA, SharePoint, MS Project, Visio, IBM Blueworks, ServiceNow, Salesforce, SAP, Word/Excel/PowerPoint

Certifications & Courses

Certified Business Analysis Professional (CBAP) – IIBA, 2026

ITIL® Foundation - IT Service Management

IBM Enterprise Design Thinking Practitioner

Six Sigma White Belt

Certified Technical Writer (Henry Harvin®)

Education

Postgraduate Certificate in Project Management – Sheridan College, Mississauga, Ontario, Canada (Sept 2024 - April 2025)

Postgraduate Certificate in Business Analysis & Process Management – Sheridan College, Mississauga, Ontario, Canada (Sept 2023 – April 2024)

MBA in Marketing – ICFAI University, India

B.S. in Electronics & Communication Engineering – Karunya University, India

Verified Educational Credentials (WES)

Volunteering/Projects

Let’s Get Together, Toronto, Ontario, Canada

Project Coordinator – Salesforce Transformation Project Implementation (Nov 2024 - April 2025)

Spearheaded the Salesforce Nonprofit Cloud implementation, enabling a 360 view of clients, donors, volunteers, and IT assets while delivering a cost-effective solution using only free nonprofit tools.

Developed and managed the project charter, phased roadmap, WBS, and detailed schedule with milestones, sprints, and deliverable timelines to coordinate volunteer teams.

Designed the end-to-end IT Asset Management lifecycle (intake, testing, distribution, recycling) with automated intake, enrollment process, and recurring communications.

Authored complete project documentation (workflows, process narratives, training guides) and reusable templates, dockets to standardize onboarding new volunteers for efficient project delivery.

Professional Experience

MK Home (12596300 Canada Inc.), Mississauga, Ontario, Canada

Marketing Specialist (Sept 2025 – March 2026)

Plan and launch digital marketing campaigns (social media, email, search) based on priorities.

Prepare creative briefs and target parameters, coordinate assets, and monitor campaign performance.

Draft and edit promotional content such as product descriptions, email newsletters, and social posts.

Ensure messaging clear, brand-appropriate, and tailored to the target audience.

Liaise with suppliers and creative vendors to confirm promotional offers, obtain marketing materials, and ensure campaigns are executed on time.

Maintain campaign tracking spreadsheets or dashboards.

Prepare weekly and monthly summaries with key insight (engagement, conversions, ROI) and recommendations for improvement.

Observe competitor promotions and industry trends; provide brief summaries to management with actionable suggestions.

Coordinate messaging so that online promotions match events and signage.

Assist with event logistics to ensure consistent customer experience.

Manage customer mailing lists, create segmented campaigns, and monitor response rates for targeted offers.

Keep campaign briefs, calendars, and a marketing playbook up to date to ensure continuity of marketing operations.

Support management with ad hoc tasks related to marketing, reporting, and events as required.

Wells Fargo, Bangalore, India

Senior Technology Business Services Consultant (Jul 2022 - Aug 2023)

Conducted requirements-gathering sessions, interviews, and workshops with business stakeholders, capturing and documenting needs and tracking follow-up tasks.

Facilitated documentation projects by coordinating timelines and tasks via JIRA, monitoring progress to ensure all deliverables met quality standards and deadlines.

Led end-to-end business process documentation, creating process maps to standardize workflows across business units, improving clarity and consistency in processes.

Spearheaded the rollout of a global documentation process management initiative, standardizing templates, and workflows across three business units and enhancing consistency in technical publications.

Collaborated with cross-functional teams to integrate new policies and process changes across the organization.

Reviewed operational processes and optimized to enhance efficiency and compliance with operational workflows.

Standardized documents in accordance with style guide and branding standards on a central repository, improving consistency best practices in document management.

Finastra, Trivandrum, India

Technical Document Specialist (Apr 2019 - Jul 2022)

Collaborated with subject matter experts to develop technical documentation including process guides, user manuals, knowledge articles, and release notes that are clear, concise, and effective.

Optimized existing workflows by conducting BPM exercises process mapping in IBM Blueworks, identifying inefficiencies, and recommending improvements that enhanced task handoff accuracy and reduced review cycles.

Conducted regular documentation audits to identify gaps and outdated content, leading to a reduction in obsolete materials and enhanced user satisfaction with up-to-date resources.

Executed change control and release management processes, coordinating rollouts via JIRA and ServiceNow and communicating deployment updates to stakeholders.

Authored and maintained comprehensive technical documentation including process maps, user guides, developer specifications, and release notes ensuring clarity and consistency across multiple product releases.

Mentored and onboarded new resources, training them on process management tools and documentation standards, fostering a collaborative, knowledge-sharing culture within the team.

APJ Abdul Kalam Kerala Technological University, Trivandrum, India

IT Support Engineer [Contract E-Governance Consultancy Project] (May 2017 - May 2018)

Collaborated with cross-functional teams to streamline exam management processes, including registration, curriculum mapping, and timetable scheduling, supporting digital transformation initiatives across institutions.

Conducted process audits, validated data integrity, and managed the end-to-end result publishing cycle, contributing to improved accuracy and reporting efficiency.

Provided stakeholder support for applicant registration systems, payment gateways and exception handling related to absentees, malpractices, and data corrections, strengthening knowledge management and operational continuity.

Allianz, Trivandrum, India

Technical Analyst – IT Service Desk (Jun 2014 - Aug 2015)

Analyzed incident patterns and system alerts to proactively support IT operations, reducing downtime and enhancing service delivery performance.

Documented operational procedures, system health audits, and incident resolutions to build a centralized knowledge base and support ITIL-compliant service management.

Prioritized and escalated critical issues based on business impact, coordinating with internal and vendor teams for resolution—contributing to consistent SLAs and change management execution.

Sutherland, Cochin, India

Technical Consultant (May 2013 - Mar 2014)

Provided technical analysis and documentation of customer issues, supporting root cause identification, knowledge base development, and service improvement.

Worked cross-functionally with Tier 3 and vendor support to troubleshoot complex technical problems, contributing to continuous improvement of support processes and customer satisfaction.

Ensured detailed case documentation and escalation tracking within CRM tools, aligning with best practices in change control, process documentation, and service excellence.

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