EXPERIENCE SUMMARY:

• 12+ years of experience as Business System Analyst/Consultant in IT transformation, Robotic Process Automation, Customer Experience (CE) consultancy, Business Analysis/Improvement Programs specializing in the Telecom, & Banking (BFSI)domains
• Strong Business & System Process Analytic skills with key expertise in Process Design and Analysis, Data Analysis, Problem Analysis/Management, Root Cause Analysis (RCA), Statistical Analysis, KPI Definitions and Project Management
• Expertise in Solution/Strategy Design, System Integration and Lead Conversions
• Expertise in Leading & Executing Lean Six Sigma Projects
• Understanding of eTOM standards for telecom processes with functional knowledge of end to end business processes (C2M, L2C & T2R) in Telecom domain
• Strong understanding of CRM processes
• Trained in ITIL V3 with understanding of Quality norms which includes SLA’s, Release Management, Incident Management, Service Requests, Change Management, Problem Management
• Hands on experience in Business Intelligence tools like OBI (Oracle Business Intelligence)
• Expertise on Global Telecom products like - MPLS, VoIP& Mobility Services
• Over five years of Global Work Exposure (UK & USA)in international business environment and cross cultural sensitivity due to extensive exposure of dealing with International Clients
• Excellent inter-personal skills, effective in verbal and written communication
• Pro-active, flexible, client focused and result oriented team player
• Self-motivated individual capable of aligning own career goals with company’s goal and contribute positively.

TECHNICAL SUMMARY:

Design Tools: ARIS, Blueworks, Visio, SAP Powerdesigner, Rally, TDP, Rational Rose

Workflow Tools: ALM QC, SCRM,Expedio Remedy,OCE

Database: PL/SQL, MS Access,PgAdmin

Analytical & Reporting Tools: Excel, OBI (Oracle Business Intelligence)

Operating System: Windows XP, Vista, 7

RPA - Robotic Process Automation: Blue Prism, Automation Anywhere

WORK EXPERIENCE:

Confidential

BSA (Business System Analyst)

Responsibilities:

• Interact with stakeholders / business users, analyze business and system requirements and identify the impact on ODS system functionality.
• Model the ODS Data flow system processes using process modelling tools (MS VISIO/SAP PowerDesigner)
• Identify and record improvement opportunities (process gaps) using Lean Sigma
• Document business & technical system requirements ( writing user stories, acceptance criteria)
• Translate/breakdown business/functional system requirements into concise individual standalone software requirements for developers and testers
• Map design components with User, and Technical Requirements, i.e. Prepare Requirement Traceability Matrix (RTM)
• Prioritization of requirements which ensures that analysis and implementation efforts focus on the most critical requirements
• Collaborate with interfacing application(TOMS/eSKM/ENSR) teams to analyze the impact of the system requirements to identify estimated costs.
• Define and baseline Customer Experience(CXE) metrics for Reporting
• Discuss and procure requirements sign off from Business, Operational and Technical stakeholders
• Design To-Be Systems flows aligning to the underlying system architecture.
• Create Application Interface Design Documentation (AID ) and Operational Design Document (ODD)
• Participate in UAT (User Acceptance Testing) and support ORT
• Conduct Post Implementation review after each deployment and generate release closure documentation

Confidential, Malvern

BSA (Business System Analyst)

Responsibilities:

• Conducted Due Diligence to assess and identify opportunities for implementing Robotic Process Automation
• Created a prioritized list of opportunities that qualify for Robotic Automations and procured signoff from business
• Created ARS - Automation Requirements specification documentation for each opportunity
• Sedgwick STD Case Report Processing
• Proactive Payroll Reach out
• Retro Transaction Audit
• Crew Shift Audit
• Full Pay Reconciliation
• Worked with RPA Architect to define the Automation Framework, Blue Prism Process/Object Model that is scalable and reusable across functional areas
• Supported Development team to address automation blockers (element spying, surface automation etc)
• Created VB Scripts to extract and process large volumes of crew data to automate repetitive tasks and embedded the same into Robotic solution
• Executed RPA Test Strategy that ensures the Robotic solutions are robust, resilient and functional in all operative environments and scenarios
• Closely worked with the leadership team in SAR (Security Architecture Review) sessions to procure clearance for moving the Robotics solutions into production environment
• Conducted sessions with business and operational teams as part of operational readiness exercise enabling them to manage and execute robotic processes
• Played a key role in establishing the RPA CoE (Center of Excellence) by bringing the best practices and establishing a scalable support model

Confidential, Dallas

Lead BSA (Business System Analyst)

Responsibilities:

• Worked as lead BSA (Business System Analyst) to define optimal System workflow definitions for online Direct fulfillment, Mobility and Click2Store and SMB (Small Medium Business) channels
• Conducted workshop and discussions forums with business and IT stakeholders to scope the requirements for each phase of the transformation program
• Detailed out the workflows (API level - subway maps) and drafted the FRD’s
• Extensive data analysis on process logs to identify API performance issues and recommended changes
• Defined the system Integration & Interface impacts & changes
• Generated system requirements for complete migration SMB business from their legacy system stack to OCE staring with their HS product portfolio (Uverse/DTV/POTS-DSL/Biz Solutions)
• Generated system requirements and defined system solution for Affiliate Marketing encompassing all ‘Online-Channel’ partners of Confidential & Confidential ’s Wireless Retail Business
• Defined the migration plan to move the order orchestration processes from the legacy platform onto the new OCE platform ensuring the end customer experience is not impacted in the process
• Created the ‘ARS’ - Automation Requirements Specification document for implementing Robotic Process Automation for the below processes implemented through Automation Anywhere
• MOVE order RPA Automation (Customer moving services between Service Locations)
• Wireless UNLOCK orders RPA Automation
• Escalation Emails RPA Automation ( Automate ticket creation based on escalation emails)
• Quality Scorecard process RPA Automation (Automating the quality check process on closed orders)
• Provide detail task level specification (RPA Flow, Error Handling, Jeopardy Management) for each Robotic task and support implementation
• Defined RPA processes that are non-invasive to the existing work environment
• Leveraged inbuilt features of the Automation Anywhere to define scalable and reusable BOT solutions (e.g. Email Automation Function, Workflow Designer, Object Cloning)
• Defined Test case scenarios for testing the Robotic processes
• Supported test manager in defect resolution and RPA process streamlining
• Defined RPA KPI’s/Metrics & Reporting requirements

Confidential, Dallas

Business Consultant

Responsibilities:

• Worked as Business Consultant to assess the existing portals & understanding their functionality & associated improvement opportunities
• Had extensive interactive session with senior management from Marketing, Operations & IT to understand the business needs and vision for the Confidential
• Detailed out the business requirements & the To-be processes that shall be delivered through the Confidential cutting across various user journeys
• Identified system Integration & Interface impacts and High level design changes
• Defined the System flows for each user journey
• Closely worked with the UI design teams to create the wireframes & portal prototypes aligning to the business requirements for sign off into delivery
• Created business benefits estimations of the portal transformation initiative in terms
• Reduction in Opex
• Increased revenue with low customer churn & repeat business
• Increased user adoption & expanded business opportunities through guided & seamless E-Commerce journey
• Reduced top-up commissions
• Savings in subscriber acquisition and retention costs (SARC) by shift from more costly channels
• Quicker time to market and easy of marketing strategy implementation by business managed content
• Partner white labelling

Confidential, Dallas

Lead Business Analyst / Project Management

Responsibilities:

• Lead a team of Sales Process Analysts & manage sales test case execution
• Project Management ensuring on time delivery
• Good understanding of various sales processes & systems (ROME/ASAP/GCSM)
• Front door for all sales testing requirements. Analyze projects as per complexity and devise execution plan for On Time delivery
• Perform TSM Work package Assessment
• Track & Monitor program level SLA’s. Proactively identify prospective SLA breaches & devise corrective actions
• Identify process gaps and target improvements in ORT Delivery operations.
• Defined the ‘To-Be’ process maps
• Created RFT improvement framework for the ORT operational reports
• Supported program with regular dashboard & analytical reporting & assisted the executive management in decision making
• Conducted Due Diligence for ATT U-Verse Mobile Coach application.
• Identified improvement opportunities & recommended solutions for the Next-Gen Mobile Coach application
• Created complex SQL queries to extract high volume from multiple data sources for process analysis
• Conducted Operations study for ATT U-Verse Offer Management functions
• Worked with Tech Solutioning team to define the prototype for a Dynamic & Intuitive Analytics driven Offer Management solution for U-Verse Operations

Confidential

Business Analyst

Responsibilities:

• Conducted due diligence and extensive data analysis in the key operational centers and identified improvement opportunities
• Created Business Requirement and PDD (Process Design Docs) for each signed off opportunity
• Key opportunities identified and delivered
• Automation of PPI Claim Eligibility process - Day 1 processing of incoming customer mails for PPI claims and identify legitimate claims through automation
• Automation of Redress Calculations and Payments Processing - Day 2 processing of PPI claims settlement and payments processing
• Partial Automation of ‘Returns’ (Arrears settlements & adjustments)
• Auto Check Payments
• Proposed alternative problem solving approaches to deliver quick business benefits
• Defined requirements for automating the ‘PPI Case Creation’ manual tasks using RPA solution
• Liaised with Technical design & delivery team to ensure proposed solutions are delivered Right First Time
• Delivered benefits worth 30% effort reduction in PPI Decisioning & PPI Payments process modules

Confidential

Lean Six Sigma Consultant

Responsibilities:

• Defined quantified & measurable targets and captured VoC (Voice of Customer)
• Conducted floorwalk study and extensive data analysis to identify the process NVA’s(Non Value Add) and created CSVSM(Current State Value Stream Process Maps)
• Extracted data from various Incident management systems to analyze and quantify various pain points
• Identified improvement opportunities and engaged with E2E design teams to formulate solutions. Created FSVSM (Future State Value Stream Process Maps) indicating the improved Process Cycle Efficiency
• Defined appropriate Process Control parameters for efficient tracking of the E2E process flow
• Stakeholder Management from target agreements to solution/benefits signoff
• Identified benefits up to 20% effort reduction in key ASM activities (Incident /Exception/Service Request Management)