Sr. Business Analyst

Senior Technical Business Analyst

Summary:

Dynamic and results-driven Senior Business Analyst / Technical Business Analyst with 13+ years of experience delivering enterprise business and technology solutions across Government, Insurance (Life & P&C), Banking, Healthcare, Telecommunications, and Environmental Services. Proven expertise in leading business analysis initiatives for large-scale modernization, digital transformation, system implementation, data migration, CRM, policy administration, and enterprise web application projects throughout the Software Development Life Cycle (SDLC).

Extensive experience in eliciting, analyzing, documenting, validating, and managing business, functional, and technical requirements while collaborating with business stakeholders, product owners, architects, developers, QA teams, and executive leadership. Skilled in creating Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), Functional Specifications (FSDs), User Stories, Use Cases, Process Flows, AS-IS/TO-BE Models, Data Flow Diagrams, Technical Design Documents, Data Mapping Documents, and Requirements Traceability Matrices.

Strong background in business process analysis, systems analysis, gap analysis, impact analysis, root cause analysis, risk assessment, and solution design for enterprise applications. Experienced in supporting modernization initiatives involving Guidewire PolicyCenter, Salesforce Financial Services Cloud, Salesforce Service Cloud, Microsoft Dynamics 365, ServiceNow, Snowflake, and Integrated Account Systems (IAS) while ensuring scalable, secure, and business-driven technology solutions.

Hands-on experience supporting System Integration Testing (SIT), User Acceptance Testing (UAT), Regression Testing, Pilot Testing, Automated Testing, and production implementations by developing test plans, test scenarios, test cases, reviewing test scripts, validating business requirements, and coordinating defect resolution throughout the SDLC.

•Highly skilled in SQL development, data analysis, ETL validation, source-to-target data mapping, data migration, database validation, and reporting, working with enterprise databases supporting millions of records and high-volume transactional systems. Experienced in integrating enterprise applications using REST APIs and validating complex business rules across multiple environments.

Demonstrated success delivering solutions for insurance policy administration, reinsurance, claims processing, banking and lending, healthcare operations, environmental compliance, telecommunications, and government tax modernization while improving operational efficiency, regulatory compliance, data quality, customer experience, and business performance.

Experienced working in Agile Scrum, Waterfall, and Hybrid environments, facilitating stakeholder workshops, backlog refinement, sprint planning, JAD sessions, requirements walkthroughs, and cross-functional collaboration with business and technical teams to ensure successful project delivery.

Educational Details:

Master of Business Application from Johnson & Wales University, Rhode Island.

Master of Business Application from Mumbai University, India.

Bachelor of Management Studies from Mumbai University, India.

Technical Skills:

Business Analysis: Requirements Elicitation, Business Process Analysis, Gap Analysis, Impact Analysis, Root Cause Analysis.

Documentation: BRD, FRD, FSD, User Stories, Use Cases, Acceptance Criteria, Process Flows, Data Mapping, Requirements Traceability Matrix (RTM).

Methodologies: Agile (Scrum), Waterfall, Hybrid SDLC.

Project & Collaboration Tools: JIRA, Confluence, Azure DevOps, Rally, Microsoft Teams.

Process Modeling Tools: Microsoft Visio, Lucidchart, Draw.io.

Database & Query Tools: SQL, Oracle SQL Developer, SQL Server Management Studio (SSMS), PostgreSQL.

Testing: SIT, UAT, Regression Testing, Test Planning, Defect Tracking.

Productivity Tools: Microsoft Office Suite (Excel, Word, PowerPoint, Outlook), SharePoint.

Enterprise Applications: Salesforce, Guidewire, ServiceNow, Microsoft Dynamics 365.

Reporting & Analysis: Microsoft Excel (Advanced), SQL Reporting, Data Validation.

Core Competencies: Stakeholder Management, Process Improvement, Risk Analysis, Change Management, Cross-Functional Collaboration.

Professional Experience:

Senior Technical Business Analyst New York State Department of Taxation & Finance (Integrated Account System Modernization), Albany, NY Jun 2025 – Till Date

Responsibilities:

Elicited, analyzed, documented, and validated business and technical requirements for the Integrated Account System (IAS) Modernization project using Agile SDLC methodologies.

Partnered with Product Owners, Business SMEs, Architects, QA teams, and Developers to translate business needs into detailed functional and technical requirements.

Created Business Requirement Documents (BRDs), Functional Specifications (FSDs), Technical Design Documents, User Stories, Acceptance Criteria, Process Flows, and Wiki documentation.

Conducted AS-IS and TO-BE business process analysis to identify process improvements and modernization opportunities across payment processing and account management modules.

Worked closely with Technical Leads to clarify requirements, resolve technical questions, and reduce development blockers throughout sprint execution.

Performed impact analysis, gap analysis, dependency analysis, and risk assessments for proposed enhancements and production defects.

Prepared logical system designs, sequence diagrams, workflow diagrams, data flow diagrams, and integration documentation using Visio.

Created detailed data mapping documents between source and target systems for modernization and legacy system integrations.

Developed and executed SQL queries for data analysis, validation, troubleshooting, test data preparation, and production support using relational databases.

Supported data mapping, data validation, and migration activities involving enterprise databases containing more than 15 million records.

Collaborated with business stakeholders to document functional and technical requirements for agency licensing and regulatory compliance systems.

Assisted QA teams by reviewing and validating System Integration Testing (SIT), User Acceptance Testing (UAT), Regression Testing, and Pilot Testing scenarios.

Authored and reviewed use cases, test conditions, test scenarios, expected results, and test scripts to ensure complete requirement coverage.

Reviewed automated and manual test execution results, analyzed defects, and traced issues back to business requirements.

Conducted defect triage meetings, root cause analysis, and coordinated issue resolution with developers and testers.

Participated in backlog refinement, sprint planning, sprint reviews, retrospectives, and daily Scrum meetings.

Worked on multiple Integrated Account System modules including Payment Processing, Transfer In/Out, Restrictions Management, Payment Retarget, and Distribution Summary.

Created and maintained cross-field validation documents, screen rules, business rules documentation, database mapping documents, and service specification documents.

Performed technical analysis of REST API integrations, interface requirements, and downstream system dependencies.

Supported creation of technical documentation for service specifications, integration requirements, and modernization initiatives.

Identified system constraints, implementation risks, and dependency impacts across multiple application environments.

Coordinated with business users during UAT and validated business acceptance criteria before production implementation.

Assisted with low-risk data corrections, production issue analysis, and post-deployment validation activities.

Maintained full requirements traceability throughout the Software Development Life Cycle (SDLC) from business requirements through testing and implementation.

Prepared Requirements Management Plans (RMP) established requirements baselines, and managed requirement change control throughout the SDLC.

Documented legacy mainframe (3270/CICS terminal emulator) interfaces, SharePoint artifacts, and MS Access data repositories to support modernization.

Environment: Agile, Scrum, JIRA, Confluence, SQL, Oracle, DB2, Visio, Azure DevOps, REST APIs, Data Mapping, SDLC, UAT, SIT, Regression Testing, Test Data Management, Business Process Modeling, Requirements Traceability, Integrated Account System (IAS), Microsoft Office.

Sr. Business Analyst Hanover Insurance, MA Feb 2024 – May 2025

Responsibilities:

Responsible for improved service, reduced coding errors, improved consistency, improved profitability, improved cash flow, and reduced facultative placement errors through a front-end reinsurance system.

Worked on Gap analysis (AS-IS) & (TO-BE) by identifying existing processes and technologies and documenting the enhancements needed to meet the end-state requirements of Sapiens Policy Pro and Sapiens Core Suite Implementation.

Worked extensively with Guidewire Policy Center (GWPC) to support the policy lifecycle from quoting, issuance, endorsements, renewals, and cancellations.

Documented mappings between the Policy Administration System (PAS) and GWPC, focusing on the accuracy and efficiency of data transformations.

Led integration of Salesforce FSC with Snowflake data warehouse to centralize policyholder analytics.

Authored complex SQL queries for reporting policy maturity, premium lapses, and channel performance.

Streamlined ETL mapping between policy admin system (Navisys) and Snowflake for monthly reporting.

Partnered with the actuarial team to validate pricing logic and ensure data traceability.

Led the daily extraction of renewal lists from source systems, ensuring that timely and accurate data was keyed into GWPC for policy renewals.

Conducted Policy Migration for multiple projects, successfully migrating policy data from legacy systems to Guidewire with minimal data discrepancies.

Lead the analysis, design, and implementation of Salesforce solutions for various business functions, including sales, service, and marketing.

Designed and executed complex SQL queries and data models within Snowflake to support reporting and analytics initiatives.

Leveraged Snowflake’s cloud-based architecture to enhance the scalability and performance of policy and claims reporting across multiple business units.

Created Snowflake data pipelines to support Guidewire Policy Center data migration and integrated reporting use cases.

Partnered with data engineering teams to migrate legacy warehouse logic to Snowflake, optimizing ETL performance and reducing data refresh times by 30%.

Documented and validated business logic and transformation rules within Snowflake schemas to ensure alignment with compliance requirements.

Conducted SQL-based data analysis for sales and service datasets, supporting business reporting and UAT validation.

Built ETL data flows between legacy CRM systems and Salesforce using middleware tools to ensure data accuracy and consistency.

Conducted stakeholder interviews and Joint Application Development (JAD) sessions to capture business requirements for enterprise licensing systems.

Integrated Salesforce Service Cloud with ServiceNow for incident management and service requests, streamlining support operations.

Created and managed custom Salesforce configurations: objects, fields, page layouts, workflows, validation rules.

Developed ServiceNow dashboards to track service requests, incidents, and enhancements related to Salesforce functionality.

Designed reports/dashboards offering actionable insights for sales and service leadership teams.

Facilitated UAT sessions and led ServiceNow change requests (CRs) documentation for Salesforce system updates.

Identified process inefficiencies and automated ServiceNow ticket generation for key Salesforce-related incidents.

Advised stakeholders on Salesforce capabilities, ServiceNow integration impacts, and alignment with strategic goals.

Advised stakeholders on best practices for Salesforce usage and continuous improvements.

Identified inefficiencies in data management and led ETL optimizations to improve data integrity and accessibility.

Analyzed customer needs and translated business requirements into detailed functional and technical documentation.

Worked closely with cross-functional teams (development, QA, business analysts) to ensure that technical solutions met the business requirements.

Conducted system testing and validation for data integrity and process flows within GWPC.

Provided technical support for ongoing system operations, troubleshooting, and issue resolution related to Guidewire implementations.

Supported the implementation and configuration of Guidewire Policy Center (GWPC) for P&C insurance policies.

Analyzed and documented data mappings between PAS and GWPC, focusing on field mapping, business rules, and ETL transformations.

Led the data migration process, including mapping data from the legacy system to Guidewire, performing data integrity checks, and testing migrated data.

Led requirement elicitation workshops for a core policy administration modernization program.

Developed comprehensive BRDs, FSDs, and data flow diagrams aligning with enterprise architecture.

Translated business needs into detailed system use cases, mockups, and workflows.

Designed and reviewed functional specs for integrations with Guidewire and Salesforce FSC.

Collaborated with QA to develop detailed test scenarios and conditions for UAT and SIT phases.

Reviewed test results and traced defects to requirement gaps for continuous improvement.

Created SQL queries to validate data transformations and ensure integrity in staging environments.

Supported data migration from legacy systems containing over 25 million policy records.

Mapped over 300 data elements between source systems and target schema in the new platform.

Contributed to automated test script reviews using Selenium, ensuring accuracy and coverage.

Participated in Agile ceremonies and created JIRA artifacts for each sprint.

Worked closely with architects to identify system constraints and scalability risks.

Ensured traceability from business requirements through to test outcomes.

Facilitated walkthroughs with business owners, actuaries, and underwriting teams.

Managed end-to-end requirements traceability and baseline approvals while coordinating requirement changes with business and technical stakeholders.

Produced training documentation for end users and facilitated knowledge transfer.

Environment: Rally, MS Office (2013), MS Project (2010), MS SharePoint, ETL, Balsamiq, Unix, C++, JSP, Oracle, DB2, Sybase, SQL Server Reports, Win Runner, Load Runner, Quick TestPro, Guidewire Policy Center, Guidewire Claim Center, Guidewire Billing Center.

Sr. Business Analyst Blue Cross Blue Shield, Boston, Massachusetts Jan 2023 – Jan 2024

Responsibilities:

Supported implementation of Salesforce Service Cloud to modernize patient inquiry, case management, and support processes.

Designed custom case record types for appointment scheduling, prescription follow-ups, and provider coordination.

Worked with healthcare SMEs to define intake processes, triage logic, and escalation paths.

Configured Omni-Channel route for efficient case assignments to support agents based on expertise.

Ensured HIPAA compliance through field-level security, encryption, and audit trails.

Integrated Salesforce with EHR systems to provide agents with real-time access to patient histories.

Customized email-to-case and web-to-case functionality to support patient inquiries from various channels.

Built patient service dashboards and performance reports for call center and clinic leadership.

Conducted knowledge transfer and documentation for care coordinators and admin staff.

Improved first-call resolution rate by 30% through case automation and an integrated knowledge base.

Lead requirements gathering sessions with stakeholders, including physicians, nurses, and administrators, to define system enhancements.

Led end-to-end requirement gathering and gap analysis for ALIP-based policy admin modernization for retirement annuities.

Created detailed data dictionaries, field mapping documents, and business rules documentation for license management systems.

Conducted As-Is and To-Be process modeling for distribution, underwriting, and claims workflows.

Created detailed business requirement documents (BRDs), use cases, and data mapping documents for integration with financial and actuarial systems.

Spearheaded the documentation and modernization of an integrated claims and provider portal.

Authored over 40 functional design documents covering eligibility, claims status, and reporting modules.

Worked on system design aligned to HIPAA 5010 and ICD-10 compliance standards.

Defined test conditions and scripts for regression, integration, and pilot testing cycles.

Used ALM for test case management and defect lifecycle monitoring.

Analyzed ETL processes and authored mapping documents for 50+ entities.

Performed risk assessments to flag performance bottlenecks in test environments.

Created and executed SQL scripts to validate claim adjudication logic and provider data loads.

Automated test verification for EDI transactions using UFT and post-processing scripts.

Conducted peer reviews of test artifacts and delivered status to PMO and stakeholders.

Participated in QA triage meetings to prioritize test fixes based on impact.

Ensured business rules and logic were validated across environments.

Built logical ER diagrams to support new schema rollouts.

Ensured 24x7 system availability and SLA compliance for over 600 concurrent users.

Provided post-implementation support and enhancements tracking.

Trained healthcare staff on ServiceNow use for incident reporting and Salesforce updates.

Conduct business process analysis to identify inefficiencies and recommend workflow improvements.

Collaborate with IT teams to implement EHR and EMR solutions, ensuring seamless integration and data migration.

Ensure compliance with HIPAA, HITECH, and other healthcare regulations.

Utilize SQL and BI tools to analyze patient data and generate insights to improve healthcare delivery.

Train end-users on new systems and process changes, ensuring smooth adoption and minimal disruptions.

Prepared Business Requirements Documents and Functional Requirement Documents.

Worked extensively on developing a business rules engine, enabling the business rules such as referral, prior authorization, eligibility, claims processing, and billing.

Utilized Agile Software Methodology using Scrum framework. Actively participated in creating the user stories and prioritizing user stories, along with tracking of burn-up, burn-down charts to estimate sprint delivery

Performed GAP analysis by performing the system analysis between the scheduling systems and documented the gap items.

Sr. Business Analyst Texas Commission on Environmental Quality, Austin, TX Apr 2022 – Dec 2022

Description: MS Dynamics 365 – Environmental Data Management System Enhancement & Environmental Compliance Reporting System on My Energy Project. I worked and analyzed, testing, requirement gathering and successful implementation of Online Permitting System and Led efforts to enhance an existing environmental data management system for the Commission on Environmental Quality. Collaborated with stakeholders to identify system improvements and streamline data processing. Implemented new features and functionalities to improve data accuracy and reporting capabilities. Conducted user training sessions to ensure smooth adoption of the updated system. The effort to enhance the Environmental Compliance Reporting System involves implementing SQL-driven screen prototypes and ensuring compliance with standards. Collaborated with end users to incorporate usability improvements and accessibility features.

Responsibilities:

Coordinated and communicated functional requirements of the business unit and technical solutions with IT capability resources.

Delivered Salesforce Service Cloud customizations and implemented data integrations with Snowflake.

Defined functional specs for ETL pipelines from legacy Oracle DB to Snowflake using Informatica.

Created dashboards and visual insights into claims and customer service using Salesforce Reports & Tableau.

Managed UAT lifecycle, writing test scripts and defect triage across sales and support systems.

Developed User Stories based on business requirements under an Agile environment.

Documented BRDs for proposed solutions along with steps to help QA recreate issues and test the solution.

Created and maintained complex context, process, and system diagrams.

Gathered requirements, designed, customized, tested, and implemented Microsoft Dynamics CRM as an enterprise-wide sales pipeline and customer management tool.

Worked with Microsoft SharePoint for accessing the documents and worked on Accounts and Contacts.

•Utilized MS Access databases for data validation, reporting, and legacy data analysis supporting environmental permitting and licensing processes.

•Created detailed data dictionaries, field mapping documents, and business rules documentation for license management systems.

•Documented permitting and licensing workflows, application processing, and compliance rules for government agency solutions.

Leads, Opportunities in Salesforce, and developed reports utilizing Salesforce Service/Sales/Marketing cloud.

Worked on Office 365 environment, including identity management, email flow, technical support, SharePoint online, and mentoring hybrid between Exchange Server and O365.

Collaborated closely with client user staff to elicit and document user requirements for environmental data management systems.

Translated user requirements into comprehensive design documents and SQL-driven screen prototypes.

Collaborated with the My Energy and Appliance Upgrade Program teams to define business needs and translate them into technical and functional requirements.

Developed comprehensive project plans aligned with defined scope and feature rollouts.

Maintained detailed documentation across project phases, including process flows, operational guides, and program metrics.

Analyzed and enhanced environmental data management systems, focusing on Salesforce CRM and MS Dynamics integration.

Designed SQL-driven screen prototypes and ETL jobs to improve environmental compliance reporting.

Integrated ServiceNow with MS Dynamics and Salesforce to streamline IT support for permitting systems.

Developed ServiceNow workflows for change management, incident tracking, and user access requests.

Conducted ServiceNow ticket triage for user issues related to environmental systems and Salesforce enhancements.

Led user training sessions on ServiceNow portal use for system access and troubleshooting requests.

Created detailed BRDs with ServiceNow process mapping for new environmental reporting features.

Used Salesforce for requirement tracking, reporting, and CRM-related improvements.

Worked closely with PMs, technical leads, and cross-functional teams to align deliverables with program objectives.

Modernized Integrated Account System for regulatory compliance and citizen services.

Gathered and documented over 200 business requirements with corresponding process flows.

Developed functional and logical design documents used by development and QA teams.

Drafted and validated UAT test scenarios based on legislative changes.

Coordinated system testing across dev, staging, and production environments.

Built automation-friendly test scripts for input validation, output checks, and record matching.

Mapped environmental permit data for migration from Access DB to Oracle DB with 20M+ records.

Authored and executed advanced SQL queries for compliance and billing data validation.

Managed testing of role-based access for over 500 internal and external users.

Performed root cause analysis for post-deployment issues in the web portal.

Participated in data transformation reviews and schema updates for regulatory mandates.

Worked with UI designers to ensure ADA compliance.

Documented application constraints affecting permit lifecycle workflows.

Engaged in system walkthroughs with data analysts, IT security, and program officers.

Delivered project updates to business leadership and regulatory committees.

Environment: Requisite Pro, Rational Rose, XML, Clear Case, MS Office, MS Azure, MS-Visio, Java, TOAD, Agile, Quality Center, MS Project, SOA, SQL server, Ultra Edit, Mainframes, C#, Jira v6.2.3, Win 7/8/10, Oxygen XML Editor, Spring 3.0, HTML.

Salesforce Business Analyst Wells Fargo, MA Mar 2021 – Mar 2022

Project: Leading Banking Institution – Lending & FSC Implementation.

Responsibilities:

Led the implementation of Salesforce Financial Services Cloud (FSC) tailored for consumer lending and credit processing.

Gathered and translated complex business requirements into scalable Salesforce solutions aligned with banking regulations.

Used SQL queries and ETL processes for integrating customer data from multiple sources into Salesforce for consolidated views.

Customized record types, page layouts, and Lightning components for different lending product lines.

Integrated Salesforce with internal banking systems (core banking, credit bureau) using REST APIs and MuleSoft.

Developed dashboards and reports for leadership on customer profiles, loan applications, and servicing KPIs.

Absolutely! Below are additional Salesforce Financial Services Cloud (FSC) implementation points you can use to strengthen your resume or tailor for interviews or proposals. These can be blended across your client’s projects or consolidated into a dedicated FSC engagement.

Utilized Microsoft Access to analyze, validate, and maintain business data, generate reports, and support data-driven decision-making.

Designed household and relationship groups to reflect client-family structures, enabling 360 financial visibility within FSC for relationship managers.

Customized FSC-specific objects such as Financial Accounts, Assets & Liabilities, Goals, and Financial Holdings to capture customer portfolio details.

Implemented Action Plans and Milestones in FSC to guide RM workflows for onboarding, periodic reviews, and compliance touchpoints.

Documented system interfaces and data exchanges between licensing applications and external government or third-party systems.

Defined and configured Life Events & Business Milestones to help RMs proactively engage clients at key moments such as retirement planning or mortgage renewals.

Built custom Lightning Record Pages and Flows for financial advisors and loan officers to surface relevant information quickly, improving service efficiency.

Leveraged FSC Rollup Helper and Relationship Graphs to visualize financial hierarchies and aggregate KPIs for client households and business units.

Integrated FSC with core banking systems to fetch real-time balances, loan application statuses, and customer interaction history via APIs.

Captured business and functional requirements for individual annuity riders and wealth accumulation products.

Designed and documented policy lifecycle events (issue, in-force, lapse, surrender) in Navisys.

Coordinated stakeholder workshops and walkthroughs to prioritize product features and system enhancements.

Used Visio to model complex flows like death benefit processing and payout recalculations.

Managed the full SDLC cycle for a greenfield automation project for suitability review and compliance tracking.

Performed budget forecasting and tracked financial KPIs related to claims and fund allocations.

Delivered solution alternatives to optimize underwriting processes using decision-tree models.

Documented system interfaces for fund feeds and third-party investment data ingestion.

Developed training guides for onboarding operations and call center staff on new system modules.

Worked with IT architects to align business rules with service layer APIs.

Reviewed peer deliverables for consistency with enterprise templates and standards.

Supported cutover planning and post-implementation validations during phased rollouts.

Engaged in continuous improvement discussions with product leadership.

Facilitated updates to SOPs and ensured compliance with audit requirements.

Created and maintained business glossary and traceability matrix for all projects.

Configured Interaction Summaries and Notes & Attachments for advisors to track key conversations, meetings, and financial discussions across households.

Developed compliance-focused audit reports using FSC tools and analytics to support periodic regulatory audits and internal governance.

Utilized Einstein Analytics (CRM Analytics for FSC) to create predictive dashboards for client churn risk, loan eligibility, and investment behavior.

Streamlined onboarding flows using pre-configured templates and FSC automation to reduce manual data entry and accelerate customer acquisition.

Created personas and permission sets to align FSC roles (Advisor, Associate, Compliance Officer) with appropriate visibility and data access.

Assisted with the integration of Salesforce with external systems such as ERP and marketing platforms, ensuring seamless data flow and synchronization.

Developed reports and dashboards to provide clients with actionable insights into their sales and service operations.

Provided end-user training and documentation to help clients get the most out of their Salesforce implementations.

Supported the testing and deployment of new Salesforce features, ensuring they met client requirements.

IT Business Analyst SPHIRO Telecom LTD., Mumbai, India Apr

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