Technical Business Systems Analyst with Strong People Skills

Jeffrey Zive

Delray Beach, FL ***** *******.****@*****.*** 508-***-****

Summary

Experienced Business Analyst with demonstrated expertise in analysis, design, development, test and support of complex software systems. Ten plus years’ proven experience in IT environments, providing leadership for troubleshooting and resolutions, technical requirement interpretations, life cycle project management and technical guidance. Strong project management skills and visionary team leader. Proficient in building strategic alliances and providing customer service that exceeds expectations. MBA in Business Operations and BA in Computer Science.

Technical Skills

Salesforce; SharePoint; SSCRM; Boomi MDH; JIRA; Confluence; Skype; SQL; Crystal Reports; Business Objects; Business Intelligence (BI); Adobe Creative Cloud; Visio; Twilio; Scrum/Agile; WebEx; Zoom; Microsoft Office Suite; Windows; iOS; Help Desk Support; Trouble Shooting; Problem Resolution

Professional Experience

Business Analyst 2024 - Present

Insight Global for Princess Cruise Lines, Fort Lauderdale, FL

·Lead requirements gathering and analysis for enterprise-wide implementations, resulting in a 35% reduction in development time and a 25% increase in system performance.

·Provided training and support to end-users during system rollouts, achieving a 95% user adoption rate, ensuring solutions meet all business requirements.

·Conducted gap analysis between current and future state systems, identifying opportunities for process automation and efficiency improvements.

·Created and maintained product documentation, including functional specifications, user stories, process flow diagrams and test cases.

Digital Technology / Business Analyst 2020 - 2024

KForce for OTIS Elevator, Palm Beach Gardens, FL

·Responsible for leading business requirement definition to successful completion, including the discovery, analysis and documentation of business requirements, process flows, use cases and acceptance criteria.

·Liaison between client subject matter experts and development teams. Worked closely with product, relationship management, quality assurance, project management and technology teams.

·Responsible for conducting customer needs analysis, developing system requirements and managing all stages of business requirements from initial research to user acceptance testing.

·Focused on creating detailed business analysis, outlining problems, opportunities and solutions for the business from the application side perspective.

·Developed a New Enhancement/New Opportunity intake flow and Request Document to expedite the acceptance, approval and assignment of new request. Reduced delays in half.

·Conducted review sessions with stakeholders throughout SDLC to resolve open issues using Agile methodology. Responsible for planning, monitoring and validating post implementation review with the users.

·Attended daily scrum calls to review ADO user story / task status. Assisted as needed with questions or requirement clarification.

·Lead troubleshooter (L3) for all Field Operations applications for mechanic and supervisor issues.

·Supervised Data Steward Team for Boomi quarantined records review and Master Data Hub essentials.

Jeffrey Zive page 2

Business Analyst 2019 - 2020

Ascendo Resources for TBC Corp, Juno Beach, FL

·Evaluated information gathered to reconcile conflicts, decompose high-level information into details and distinguish user requests from underlying needs of the business.

·Completed goal of clearing backlog of open issues within agreed timeline.

·Created process flow diagrams that demonstrated the business system flow. Gathered and documented requirements and confirmed observations with business owners (BRD, FRD). Developed project and test plans, meeting established deliveries and timelines.

·Communicated business processes to technical resources and technical information to non-technical users.

Technical Engineer / Systems Administrator for Southeastern Grocers 2015 - 2019

Equator-Design, Chicago, IL

·Coordinated all aspects of the software development process from requirements gathering to version release for a mature MIS/ERP system that covered an end-to-end business process.

·Provided technical support including the initial assessment, triage, research and resolution of incidents and requests regarding the use of the Octopus application and/or infrastructure components (Cost, Tracker).

·Worked together with internal and external stakeholders to diagnose and troubleshoot application problems and provide fixes or workarounds to resolve. Tested and verified prior to deployment to production environment.

·Worked as the liaison with multiple international functional teams to help manage issues, improve performance and ensure the application is meeting user needs.

·Created knowledge based documentation, including step-by-step videos. One-on-one and classroom setting training for new and existing users (pre/post upgrades).

·Provided L1/2/3 technical support through email, telephone, Skype and help desk tickets. Prioritizing and escalating as necessary to meet or exceed IT department SLA’s. Maintained communication with customer and Technical teams by utilizing JIRA to record and track issues.

·Responsible for the day-to-day support and administration of SEG’s D2L system by supporting user community of over 500 people.

·Managed SEG enhancement requests from inception to deployment. Coordinated and wrote appropriate system test plans, QA testing, UAT and implementation plans to enhance system.

·Converted and analyzed SEG’s business process by successfully updating business and system requirements into detail system designs, Visio diagrams, technical specifications and training documents.

·Assessed, documented and resolved customer issues via phone, email and on-site consultations and report any outstanding issues during Scrum meetings.

·Contributed to technical documentation and produced technical memos for deployed enhancements.

Education

Master of Business Administration in Business Operations

Northeastern University, Boston, MA

Bachelor of Arts in Computer Science

Boston University, Boston, MA

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