SUMMARY

• 10 years of extensive experience as Business Systems Analyst with solid understanding of Business Requirement Gathering, Requirement Analysis, Web Application Development, Use Case Modeling, Data Modelling, Web Services, CRM, Contact Center Technology, and Data Analysis.
• Generated Business Requirement documents (BRD), Functional Specification design documents (FSD), monitor projects progress and ensure adherence to project goal.
• Experienced professional with SOA architecture, database technologies and integration principles.
• Work very closely with the stakeholders to develop project objectives and measures of success.
• Successfully provided the IT solution by using web technologies and service oriented architecture (SOA) to solve the business problems across the enterprise.
• Worked on HIPAA compliance and experience in designing the healthcare transactions to be HIPAA 5010 compliant including Claims 835, 837, Eligibility Inquiry (270/271) and pharmacy clinical applications.
• Successfully implemented Telephony Infrastructure (Cloud Solution) for over 200 out - Confidential t pharmacies in California region at enterprise-wide.
• As a team member, elicited, wrote and managed requirements for Electronic Prescribing Incentive Program (PQRS/eRx) and online Provider Portal (iHOP).
• Managed and provided the solution design for the Contact Center- CRM by implementing a CTI solution using the web services.
• Implemented the Enterprise Rx IVR with Easy Refill for member’s automation process.
• Expertise in Agile software development methodologies.
• Demonstrated technical aptitude and experience supporting cloud, web and infrastructure solutions.
• Strong knowledge of technology for Healthcare and implementation of applications at enterprise level- claims workflow, member benefits, EMR, and pharmacy clinical applications.
• Successfully involved with the installation, configuration, deployment, and administration of SOA components for all enterprise applications.
• Administered Call / Contact Center Optimization - IVR, ACD and CTI.
• Successfully implemented Web Content Management/ Portals as an enterprise solution increasing the business value by 10 m.
• Familiarity and Experience with relational database concepts, SQL and ORACLE database.
• Involved with the production support including the incident management, Service Request, and Problem Management.
• Successfully created reports / dashboards for the stakeholders for different line of business.
• High Level Design Documents, Use Case Modeling, Data Modeling, Process Modelling and Activity Diagrams.
• Experience in creating and executing test plans for functional tests, QA tests, regression tests, smoke tests and UAT.

TECHNICAL SKILLS

Business Skills: Business Process Management, CRM System, Functional Specification Document, Clinical Software Applications, Service Oriented Architecture SOA, Campaign Analysis, XML Appliances, GAP Analysis, Business Process Analysis, Online Direct Marketing, Use Case Modeling, IVR- ACD -CTI, Salesforce, Web Services, Work Flows, Remedy Change, PBX, Xcelys 8.1, TRIZETTO- FACETS, Business Process Refinement Strategy and Impact Analysis.

Methodology: RUP, Agile - JIRA, SCRUM, and Waterfall.

Standard and Codes: HIPAA 4010A1/5010, EMR, Claims 506, HL7, 270/271, EDI Transactions, CPT and CMS form.

Languages: C, SQL, PL/SQL, Crystal Reports, XML, XMLBean, Web Services, SOAP UI, SSIS, Java Beans, JSP, and VB.NET.

Visual Modeling Tools: UML, SPARX Enterprise Architect, Activity Diagram, Rational Rose, and MS Visio.

Testing Tools: HP Quality Center, HP Application Management Tool, SOAP UI and TOAD

Database: Oracle 8i/9i/10g, MS SQL Server, XL Miner, and Informatica.

BI Tools: COGNOS, Qlikview, CRM tools- UNICA 8, and DREAM.

Office Tools: MS Office 2007 (Word, Excel, Power Point, Outlook), MS Visio, MS Access, MS Project, and MS FrontPage.

PROFESSIONAL EXPERIENCE

Confidential, Pleasanton-CA

Sr. Solution Consultant/ Sr. Business Systems Analyst

Responsibilities:

• Responsible for analysis, design and gathering the business requirements for various projects.
• Involved with the planning and development, which involved improved overall customer satisfaction, quality, and star rating.
• Successfully migrated over 200 pharmacies in CA region to CCSTI (Telephony Infrastructure) platform.
• Responsible for overall pharmacy solution for integration across the enterprise to provide the unified enterprise contact center platform.
• Provides support and guidance to the project teams during the analysis, development and testing processes.
• Successfully maintained and enhanced for the agent desktop used by contact center.
• Primary point of contact for Member Services Call Center for new functionality and enhancement at the carrier and IVR at enterprise wide.
• Implemented the Easy refill for Enterprise Pharmacy IVR for the member self-service to the pharmacy needs.
• Liaison with the QA teams, up/downstream teams, vendors, and business users to create and finalize test plan/strategy.
• Review and approve QA documentation, including test plans, test schedules, traceability and coverage matrices, test cases and test results.
• Make recommendations and propose technical/non-technical solutions to solve business problem and meet business requirements.
• Conducted several business process re-engineering dialogues (AS IS / TO BE) with Human Resources to in corporate their employee hiring process into the portal
• Successfully developed the proto-types and wireframes to validate and verify that the proposed solution will meet the business and user requirements.
• Gathered business requirements and wrote Logical Design Document that included system integration diagrams, use cases, wire frame diagrams and test plan methodology.
• Responsible for interacting with cross-application teams to design comprehensive solution based on business and system requirements.
• Successfully managed, coordinated and executed the pre- production and post-production testing.
• Successfully represented team and created the Change Requests and work Orders in Remedy for Deployment.

Confidential, Tampa-FL

Sr. Business System Analyst

Responsibilities:

• Responsible for analysis, design and gathering the business requirements for various projects.
• Involved with the planning and development of iHOP (Interactive HEDIS Online Portal)
• Mapped the functional requirements and behavior of a system using the use cases.
• Familiar with Weblogic, Oracle Database, Oracle Enterprise Linux, LDAP, and Agile PLM clustered architecture configurations.
• Led in reviewing the business process management at the enterprise level for Omni Flow.
• Involved with the business process design for the iHOP project (Closing Care Gaps, Submitting EMR, Search EMR and provider notification for failed records)
• Responsible for developing architectural artifacts, database design in conjunction with business requirements for enterprise wide applications.
• Enterprise level solution for the Health Information Exchange (HIX) changes.
• Responsible for drafting the Functional Specification Document (FSD) for developers.
• Performed the impact analysis of the ICD 10 changes and made the process changes with change in diagnosis and procedure codes for claim system
• Involved with the Remediation and support change initiatives impacting multiple business unites, LOB, and business processes with Xcelys Remediation.
• Involved with the implementation, ongoing build and system support of Pharmacy in Confidential t applications and integrated EMR medication process.
• Expert in business process engineering and software development life cycle, including analysis, design, development, testing and implementation of software applications.
• Provided change consulting and hands-on effort to define, scope, and implement company-wide business process refinement strategies, communication plans, and solutions
• Involved with the changes and document the impact of change and suggest policy.
• Creating a tickets and making possible the changes in the ticketing process making more efficient and improved customer service.
• Spearheaded analyses of CRM, claims, web and billing business-systems processes
• Automation design of the processes based on the business rules for the Omni Flow.
• Performed GAP analysis of business rules, business and system process flows, user administration, and requirements.

Confidential, Bloomington-IL

Sr. Business System Analyst

Responsibilities:

• Worked on the Sourcing Office Dashboard based on the KPI - Sourcing Strategies - Financial Model.
• Work with executives and staff to develop culture of continuous improvement. Developed key metrics and KPIs.
• Elicit and document requirements, map process, and data flows
• Involved with forecasting, analyzing current performance through the creation and monitoring of product metrics.
• Trace data, assets and activities across facilities and operations
• Construction, Executive Reporting, Financial and Project Management Reporting Dashboard Development and support.
• Gathered the requirements of DC/P Tool in Qlikview.
• Developed Request for Information (RFI) and Request for Proposal (RFP) document.
• Met with users and stakeholders to understand the problem domain, gathered customer requirements through interviews (group and one-on-one) along with JAD sessions.
• Identified Impact Assessment on Business process, and Applications processes.
• Identified gaps and performed gap analysis.
• Deliverables: Functional/Non-Functional/User Requirements; prepared traceability matrix.
• Maintained the SharePoint of the Data Management and Reporting Team.
• Responsible for the requirement gathering, analysis, project planning and overall execution of the projects.

Confidential, Burbank- CA

Sr. Business System Analyst

Responsibilities:

• Worked on Marketing Analytics Platform (MAP) system, database marketing system used for reporting (RDM) and online campaigning (CDM).
• Automation of the Printed Letters process for SCPMG. E- Letter’s project saved the $ 5 million dollars in only 2 years.
• Automated the process of Active and Termed Member Communication Campaigning. Thus making the process more efficient and cost effective.
• Reengineered business users complaint process by creating dedicated complaint management process, helped for tracking, managing and reporting the tickets/ complaints.
• Performed the GAP Analysis for the Medicare Campaign on the current and future business needs on the data fields to be used for online marketing campaign.
• Performed the GAP analysis for the Email Campaign and introduced the new data source for MAP system which used for reaching more customers through email.
• Experience in designing, executing, and monitoring direct email campaigns and E letters.
• Provided business and production solutions of MAP ODS (Operational Data Source).
• Developed the process for handling and providing the assistance/solution for the MAP Issues and Requests (Request for Assistance).
• Responsible for conducting User Acceptance Testing (UAT) and documentation of Test Cases. Expertise in designing and developing Test Plans and Test Scripts.
• Designed Data Stage ETL jobs for extracting data from heterogeneous source systems, transform and finally load into the Data Marts.

Confidential, Fullerton- CA

Business Analyst

Responsibilities:

• Elicited, communicated & validated requirements to & from the required business process, policies & information system; investigated, identified & improved the business system at CSUF.
• Responsible for implementation of the MOODLE 2.1 - Learning Management System
• Scoped the business system & model, translated business needs & technical issues, modeled & translated technical requirements & issues.
• Member of the consulting team responsible for studying the key business metrics and developing a business strategy for a small business manufacturing firm in Orange County with aim of increasing the productivity, sales and efficiency.
• Develop and maintain sales reporting using in MS Excel queries, SQL in Teradata, and MS Access.
• Established basic project lifecycles, milestones, and standardized processes for Plainview program management system.
• Involved in preparing flow diagrams for the decision logic using Visio tool.
• Identified Impact Assessment on Business process, and Applications processes.
• Deliverables: Functional/Non-Functional/User Requirements; prepared traceability matrix.

Confidential, Agoura Hills- CA

Systems Analyst

Responsibilities:

• Work within a technology team to help analyze, plan, implement, and integrate a Mortgage Application - BAPS.
• Responsible for obtaining and helping to define user requirements to meet business objectives
• Successfully converted the business requirements to the High Level design Document for developers.
• Working with the IT development team to insure solution designs meet specifications and user requirements
• Interact with user areas and vendor to determine product requirements and direction
• Help determine functional implementation strategies
• Define key deliverables and milestones for project plans
• Analyzed existing business processes and assist in the documentation and the build out for new and changing interfaces (automation and process improvements)
• Defining test plans and test scenarios to insure product functionality
• Learning key new areas of product functionality

Confidential

SEO/ Web Developer

Responsibilities:

• Manage a team of SEO Analysts to develop and implement SEO strategies and tactics in line with our client's objectives.
• Audit websites and provide technical recommendations for improving SEO visibility and performance.
• Acquired a large & new customer base for the product suites; gathered customization documents from the customers & acted as liaison between customer & lead architects.
• Gathered functional knowledge of the project & educated team members on the same.
• Prepared use cases for the application; created Functional & User Manual documents.