SUMMARY

• Analytical, enthusiastic and innovative Senior Business Analyst with experience in business analysis, deployment and web development developing business processes and system solutions for different domains.
• Understanding of ETL processing methods, underlying data warehouse data models, data mappings and capabilities of the front - end delivery products.
• Extensive experience creating UI screen mock-ups, prototypes and wireframes to provide design level details.
• Experience working with offshore teams and clients.
• Have experience in Project Management, Systems Analysis and Design (SDLC) / OOAD, Quality Assurance, Documentation, Testing and Implementation
• Highly Proficient with tools like Word, Excel, PowerPoint, Access, Visio and MS Project
• Worked extensively with CRM software’s likes Salesforce.com, Siebel Applications 7.8/8.0 in modules like Sales, Call Center, Siebel eBusiness, Siebel Smart script and Siebel Task Based UI
• Prepared Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), Deliverables, Use cases, Test cases, process maps and various UML diagrams like Activity, Sequence and Collaboration diagrams
• Extensive experience working with CSR’s, Customer Support & Call Center modules.
• Detailed understanding of Lead life cycle, Opportunity, Quote and Customer Order.
• Experience in communicating and working with business users and senior management.
• Develop Business Requirements Documents (BRD) and Statement of Works (SoW) for projects using UML diagrams - Context, Use Case, Sequence, Activity diagrams in Enterprise Architect and MS Visio
• Well versed in different management scenarios like Change Control, Quality Assurance, Defect Tracking, System Integration, and Scheduling
• Excellent facilitation skills in conducting walkthroughs, surveys, questionnaires, brainstorming and JAD sessions
• Organized, independent, self-motivated, and a detail oriented team player Outstanding leadership, communication, presentation and project management skills.

TECHNICAL SKILLS

Software: Oracle Siebel CRM, Salesforce.com, ClearQuest, SharePoint

Quality Testing Tools: Mercury Quality Center, Win Runner, Load Runner

Defect Tracking Tools: Rational Clear Quest, Mercury Quality Center

Databases: Oracle, MS-Access, SQL Server, SQL

Platforms: Windows XP, NT/2000, Solaris, Unix, HP-UX

Packages: Microsoft Office Suite, MS Visio Professional, MS Project

PROFESSIONAL EXPERIENCE

Confidential, CA

Business Systems Analyst

Responsibilities:

• Currently working on an e-commerce project to update disneystore.com website & Mobile to launch a new range of products.
• Working through the design phase to put together functional requirements document.
• Working with the technical team to determine requirements.
• Prepare use cases scenarios and create process flows.
• Working with the QA team to write Test Conditions & Expected Results (TCER)
• Conducted requirement review sessions in order to validate requirements with peers and project stakeholders.
• Working with the Digital team to create screen mock ups

Confidential, San Francisco, CA

Business Analyst

Responsibilities:

• Worked on setting up Training Environment for SOA based Sterling Commerce Order Management System
• The project includes various modules like Order Capture, Appeasements, Fulfillment, Payment Capture, Supply Chain, Returns & Exchanges, etc.
• Gathered Functional and Non-Functional requirements that will identify and define the scenarios and data required to setup for the new OMS Training system
• Perform the lead BA role for the project to gather data for the new Training Environment
• Provide support during Design, Development and UAT phase
• Create a project timeline for the Training Environment project.
• Conducted requirement review sessions in order to validate requirements with peers and project stakeholders.
• Prepared Use Case Scenarios and Test plans for the new Training Environment

Confidential, Woodland Hills, CA

Business Systems Analyst

Responsibilities:

• Worked on the Confidential Siebel CRM Customer Care, CTI (Cisco Telephony Interface) and IVR (Interactive Voice Response) CRM system to capture requirements for system enhancements and projects.
• Consult with key business users and subject matter experts to gather information about system needs, objectives, functions, features, and input and output requirements.
• Create UI screen mock-ups, prototypes and wireframes to provide design level details.
• Work with QA, development and SME to conduct requirements analysis.
• Responsible for testing during UAT phase on Siebel CRM and providing a walkthrough of the enhancements to business through fitting session.
• Worked with team for implementing Salesforce.com on few modules.
• Worked on a project to integrate Siebel CRM with Quality Center
• Worked on the project to stream line the process to assign orphan policies to new agents.
• Prepare flowcharts and diagrams to illustrate sequence of steps program must follow and to describe logical operations involved.
• Evaluate user request for new or modified functionality, to determine feasibility, compatibility with current system, and computer capabilities.
• Create mock ups and work with business users to obtain approval from users

Confidential, El Segundo, CA

Sr. Business Analyst

Responsibilities:

• Worked on the project to migrate Confidential offers for commercial customers to SalesForce.com.
• Captured approx. 400 commercial customer offers to be migrated to Salesforce.com.
• Worked with the team to capture all attributes and rules for each offer.
• Conducted requirement review sessions in order to validate requirements with peers and project stakeholders.
• Ensured eligibility and compatibility rules for each offer is updated as per new system
• Provided support in conducting meetings with SFDC team to capture requirements on Salesforce.com
• Managed requirements and other project related documentation using Rational DOORS.
• Worked with systems such as CA Clarity PPM, SharePoint, MS Office, and STMS.

Confidential, Maynard, MA

Senior Business Systems Analyst

Responsibilities:

• Worked as a Senior Business Systems Analyst on Siebel CRM on various modules- Lead, Opportunity, Quote & Order.
• Worked with global teams and clients. This includes working as a lead BA for following CRM - Call center modules;
• Siebel Customer Service - for North America, Central South America and Europe
• Siebel Finance - for North America, Central South America and Europe
• Siebel Fraud - Global
• Worked on creating requirements for CRM enhancements and also for projects covered in quarterly releases.
• Created UI screen mock-ups, prototypes and wireframes to provide design level details.
• Worked on the Customer Care- CTI (Cisco Telephony Interface) and IVR (Interactive Voice Response) CRM system to capture requirements for system enhancements and projects.
• Provided first line of support for functional issues relating to CRM.
• Managed all functional issues and CRM related enhancements on Clear Quest and SharePoint respectively.
• Worked as a Lead BA on the ecommerce automation based project called MAPP (Matching Application). MAPP is a layer between monster.com and Siebel CRM where all site orders pass through MAPP. MAPP then automatically creates orders in CRM with different order statuses based on the rules set in MAPP.
• Assigned as a Lead BA for marketing software IBM Unica. Acted as a first line of support for any functional issues relating to Unica.
• Worked with QA team to design test plans and test cases for QA testing & User Acceptance Testing (UAT).
• Responsible for testing during BAT phase (Business Analyst Testing) and providing end-to-end support in UAT and PAT testing.

Confidential, Newton, MA

Business Analyst

Responsibilities:

• Captured As-Is and To-Be information on the Infomercial process after communicating with cross-functional teams.
• Evaluated information captured from multiple sources.
• Created Visio flow diagram to show existing and new Manufacturing & Supply Chain process flow
• Worked with the team on implementing Salesforce.com
• Captured meeting minutes in the high level meetings conducted with China team. Following topics were discussed for process improvement.
• CAR and ECN Process Review
• Service Level Agreement
• Quality Vision Realization and Framework
• Training and Adoption
• Clearly defining ‘Job Definitions’
• Factory DPPM, etc.
• Created a Service Level agreement cheat sheet document based on communication with China team.
• Find gaps in the Product Life Cycle (PLC) and create recommendation documents.

Confidential, Framingham, MA

Business Analyst

Responsibilities:

• Gathered business, functional and non-functional requirements that will identify and define the scenarios and data required to setup COM Training Environment for CSR’s.
• Created process flow diagrams, activity diagrams and wireframes for the system.
• Prepared Use Case Scenarios for the data required for new Sterling OMS in the COM training environment.
• Analyzed the business requirements for the project frombusiness community of COM and a detailed study of the requirements for different modules.
• Managed requirements traceability matrix and change control for different modules on SharePoint.
• Worked with different teams involving Business Users, Subject matter experts, QA and Technical teams
• Involved in the detailed comparison between COM application and Confidential requirements.
• Worked with the team to pull data from Salesforce.com
• Also worked on updating the Credit Card process for process (EDI structured).

Confidential, Danvers, MA

Business Analyst

Responsibilities:

• Worked on the project to integrate Oracle EBS with Oracle hub.
• Documented the business process by identifying and writing business requirements and functional specification documents
• Worked with Oracle applications 11i (e - business suite) CRM to manage leads and automating leads in the system.
• Created data mapping documents and queries for automations of leads into Oracle from Siebel CRM.
• Worked on marketing automation process for generating leads into CRM.
• Used ETL processing methods and worked with the technical teams to create data models and data mappings documents.
• Worked with the CSR team to understand IVR & ACD functionalities and areas that impact project.
• Worked with cross functional teams such as Marketing, Sales, Licensing, Account Management & CSR’s.
• Generated reports from Business Intelligence (BI) using SQL queries.
• Prepared Process Flow Diagrams, Navigation and Flow Charts using MS Visio.

Confidential

Business Analyst

Responsibilities:

• Performed a liaison role between Systems and the user community coordinating technical projects by analyzing and defining user requirements and translating them into system requirements to ensure understanding of the request by all project and business members
• Performed Gap analysis, prepared project plan and solution documents and coordinated with multiple IT teams (Development, QA, Vendors) both internal and external, to ensure delivery of product within tight deadlines
• Responsible for creating Business requirements documents, web Specifications and maintain other functional specifications.
• Documented workflow, dataflow, and process flow by utilizing MS Visio and Rational Requisite Pro for flowcharting, BRDs and diagramming
• Responsible for putting testing strategy together via test plans and work with QA team on the execution of the test plans and fixes prior to production promotions

Confidential

Programmer

Responsibilities:

• Participated on all the phases of development life cycle (SDLC) from analysis to implementation.
• Involved in the development of an Internal Billing System, where development environment was based on J2EE Framework, which included working with JSP, EJB, struts and Java Servlets with IBM WebSphere as the application server working on IBM DB2 Database
• Participated in creating, tracking, and updating project documents including multiple project plans, spreadsheets, and online project tracking system.
• Worked with QA team investigating and correcting software bugs and deficiencies based on the testing results using Win Runner.
• Participated in requirements gathering, design, and development using SDLC. Created UAT plan and scripts, reviewed test results, resolved defects.
• Various Rational tools such as Rational Clear Quest and Rational Requisite Pro were used in the project.

Confidential

Programmer Analyst

Responsibilities:

• Involved in the development of Classroom Study Software that allowed integrating technology in the classrooms and teacher trainings using J2EE technologies.
• Contributed to technical team activities (design, modeling, prototyping, coding, testing, and documentation) in full-life cycle of products.
• Involved in preparing the test plan and test cases.
• Performed database testing with SQL queries.
• Performed GUI, System testing for the application using Win Runner.
• Participated actively in the team meetings with the developers for bug reviews.
• Used Load Runner to test the Performance of the application under heavy load and finding out the bottle necks within the application.
• Prepared Requirement Traceability Matrices (RTM) and managed every change requests effectively throughout the software development life cycle.