Sr. Business Systems Analyst Resume

PROFESSIONAL OVERVIEW

20+ years experience Business Systems Analysis.
8 years Siebel CRM experience.
Requirements Definition, JAD Sessions, Detailed Process Flows, Functional Specifications, Systems Test, User Acceptance Testing (UAT), Deployment Plan, Training Development / Delivery, User Guides and Support worldwide.
Lead analyst for internal Customer Data Security system. Including ITAR and Export Restricted access controls.
Experienced working with cross-functional teams (Sales, Customer Support, IT, Legal, HR and International).
Experienced working with internal and external executive management.
Developed a SharePoint site for Channel Partner project providing access to internal systems.

EMPLOYMENT HISTORY

Confidential,Austin, TX 2/2001 – 6/24/2009

Customer Support, Sr. Business Systems Analyst

Siebel CRM
Lead Analyst – JAD sessions, business requirements definition, process flows, testing (UAT), training and deployment for 500 Customer Support and Services users worldwide.
Initial implementation of Siebel 6.3
Documented business requirements.
Documented detailed process flows.
Created functional specifications.
Call routing and CTI integration.
Systems Test – Hands On Testing
User Acceptance Test (UAT) – Hands On Testing as well as Overall Test Leader
Full regression testing as well as patch and feature verification.
Developed and delivered training for Customer Support and Services.
Created user guides
Coordinated the installation of Siebel 6.3 client based software.
Full system upgrade from Siebel 6.3 to the web based Siebel 7.7 release.
Reviewed all new feature/functionality of Siebel 7.7 against current business process.
Business requirements definition.
Full upgrade from Siebel 6.3 to Siebel 7.7 including System Test, UAT and training development, delivery and deployment.
Maintained user profiles, Assignment Manager rules configuration and screens/views UI.
Screens and Views for Service Requests, Activities, Site, Contact records.
Managed the Positions/Responsibilities and Skill Sets for all Customer Support.
Executed complex queries for management reporting.

Customer Data Security
Security initiative for the protection of customer test files using solution from Vormetric.
Established requirements, design, testing and the deployment to all business units worldwide.
Worked with Sales, Legal, IT and HR departments.
Developed functional specifications.
Systems Test and User Acceptance Test (UAT)
Developed user guides.
Secured critical test files for 25 of our top customers.
ITAR / Export Restriction Compliance

Channel Partner
Developed process for providing access to 100+ users across the U.S., Europe and Japan to internal systems.
Developed functional specifications.
Worked with Sales, Legal, IT and HR departments.
Systems Test and User Acceptance Test (UAT)
Penned user instructions, reference guide and internal Sharepoint web site for the Channel Partners.

Confidential,Austin, TX 3/2000 – 2/2001

Project Manager, Consultant

Project Management Call Center installation - responsibility for all facets related to the implementation of Work Force Management software, CTI, and IVR at the new Baton Rouge facility.
Systems Test
User Acceptance Test (UAT)

Confidential,Austin, TX 1997 - 3/2000

Manager I.S. Customer Services

Managed technical team supporting the diverse hardware and software requirements of over 700 internal customers in the U.S. and abroad.

TOOL SET

Microsoft Project, Microsoft Office Suite, Outlook, Visio, Sharepoint, NetMeeting, Live Meeting, Remedy

EDUCATION

Bachelor of Business Administration