Objective:

To work in a self - disciplined environment in a responsible position where effective inter-personal skills, hard work coupled with successful work experience contributes to the achievements of Organizational and personal goals.

Summary

• Over 10 years of experience in all phases of Software Development Life Cycle (SDLC): gathering requirements, analysis, testing and implementation of projects.
• 8 years of experience in Project Management: planning, organizing, and managing resources to bring about the successful completion of specific project goals and objectives
• 7.5 years of IT experience in Analysis, Design, Testing: CRM Applications and Web Technologies. Processing the given data to the desired format and generate required reports
• Hands on experience in setting up Customer Interaction Centers (Call Center) Lead teams and mentored individuals to increase productivity..
• Extensive knowledge of Object Oriented Analysis, MS Office Suite, MS Project, MS Visio and gathering user requirements and technical documentation
• Proficient in analyzing and creating use cases, activity diagrams, class diagrams and sequence diagrams using MS Visio
• Extensive experience in creation of Use Case Scenarios, Business processes, work flow diagrams and process flows
• Good experience in preparing functional design documents and analyzing business and customer requirement document (BRD, BRS, CRF)
• Reviewing Test Procedures, defining Test Cases, reviewing and maintaining Test Scripts, analyzing bugs, interaction with team members in fixing errors and User Acceptance Testing (UAT)
• Hands on experience of Business domain - Banking (Retail and Consumer Banking), Small Business Loans, Investment Banking, Life Insurance, Property Insurance, General Insurance, Call Center based applications and CRM
• Handled projects in extremely challenging situations and delivered good quality product.
• Excellent communication and interpersonal skills with strong Customer orientation and Client interfacing skills
• A self motivated professional, possessing good Technical, Leadership, and problem solving skills and proven to be a good Team Leader

Professional Experience

Confidential New York

Project Manager / Lead Business Analyst

Domain Experience: Banking, CRM and Website Development

Responsibilities:

• Interact extensively with the Business Area Subject Matter Experts to understand the Product and Business Processes thoroughly. Identified opportunities for business process improvement through various meetings with business users and developers and initiated efforts to make improvements.
• Analysis of requirements, creating, and maintaining the Business requirements document for software development project for a multi-tiered B2C website.
• Created Requirement description document for the application to include the business requirements, technical requirements, non-functional requirements and error handling based on the analysis performed while creating the Process flows.
• Responsible for defining the scope of the project, gathering business requirements, involved in gap analysis and document them.
• Set up definitions and process for Scoping, document test cases, test phases including Product test, integration test, system test and user acceptance test (UAT) for Client and Lender interface and documenting the results. The Customer gets matched with available financing options for their business as soon as they submit the form.
• Identified the business experts for the different modules and set up meetings with them to gather the requirements for functionality, workflow, and business rules.
• Coordinating with cross-functional teams in different locations for quality data and analysis.
• Analyze data and document data requirements and technical and functional specs. Interact with Business / Product team to understand and take required sign off on reference date like products.
• Interact with technology team to understand the data and information in the systems used and to provide inputs to help design and development
• Work as a Case Manager for the Web Leads, to co-ordinate between Customers and Lenders to get the Loan process expedited and to ensure closing. Create Interim Financial Statements (Profit and Loss, Balance Sheet, Income Expenses Statements), gather the Business and Personal Tax Returns, Personal Financial Statements etc to submit to Lenders.
• Created a process document for Solicitation and fulfillment of Web Based Loan Applications for Small Business Enterprises.
• Created a process document and work flow for ‘Cash Advances’ financing option.
• Responsible for setting up the Customer Service team (Backend Processing and Call Center) for Biz2Credit in India.
• Conduct Training for the Team on Product, Processes, usage of systems and Document management system.
• Identified System Requirements, generated the Business and Functional process models and established timelines, milestones and deliverables.
• Forecasting budget of the project at each step of the SDLC process.
• Conducted and participated in walkthroughs to discuss certain issues with the development, design team and QA team.
• Co-ordinate with Business Development Team to ensure the closure of Leads.
• Worked with the user to define and document the As-Is and To-Be business processes/business rules and assisted the implementation team in defining business process requirements and specifications
• Designed and developed UML Diagrams including Use Case Diagrams, Activity Diagrams and Sequence Diagrams using MS Visio.

Environment: Sugar CRM, SQL, MS Project, Visio, MS PowerPoint, MS Excel, MS Word

Confidential New York

Sr. Business Analyst

Domain Experience: Banking

Responsibilities:

• Interact extensively with the Product Manager & Business Area Subject Matter Experts to understand the Product and Business Processes thoroughly. Identified opportunities for business process improvement through various meetings with business users and developers and initiated efforts to make improvements.
• Analysis of requirements, creating, and maintaining the Business requirements document (BRD).
• Created Requirement description document, Requirement Specification document (BRS) for the application to include the business requirements, technical requirements, non-functional requirements and error handling based on the analysis performed while creating the Process flows.
• Responsible for defining the scope of the project, gathering business requirements, involved in gap analysis and document them.
• Set up definitions and process for Scoping, document test cases, test phases including Product test, integration test, system test and user acceptance test (UAT) for Retail Internet Banking and documenting the results.
• Responsible for laying out customer facing processes by benchmarking with other Banks and laying out through FCRM (Finacle Customer Relationship Management Module)
• Creating (CRF) Change request forms to create customer facing and backend internal process, service request layouts to be added in FCRM.
• Identified the business experts for the different modules and set up meetings with them to gather the requirements for functionality, workflow, and business rules.
• Instrumental in Product Test and User acceptance test (UAT) for Debit Cards.
• BRD raised for having a link for ‘All Point ATM Locator’ added on the Website.
• Designed and implementing changes in the (IVR) Interactive Voice Response system of the Call center to setup a Process through which customers can change the Debit Card APIN by keying in few verifications parameters and generate and Instant Pin. Ensured all the security aspects are taken care in the Business Requirement Document (BRD) during this implementation, working in co-ordination with Risk Assessment and Compliance team.
• Liaise with marketing team for any updation and new requirements to be made in the website icicibankusa.com in both Non-logged in and logged in section. Raise necessary change request documents (CRF), take necessary approvals from all Stakeholders, Compliance and Legal, conduct UAT’s and give Sign off before having the requirements deployed onto Live Environment.
• Responsible for setting up the Customer Service team (Call Center) for the US Products and Service.
• Conduct Training for the Team on Product, Processes, usage of systems and Compliance requirements like Anti Money Laundering (AML) Procedures, Identity Theft prevention and complaint handling policy & process (Fact Act).
• Identified System Requirements, generated the Business and Functional process models and established timelines, milestones and deliverables.
• Transformed business requirements to technical models using Sarbanes Oxley(SOX) methodologies - Use Case Diagrams, Data Flow Diagrams, Activity Diagrams and Sequence Diagrams.
• Conducted requirement workshops among all project stakeholders to verify and validate the business requirements
• Forecasting budget of the project at each step of the SDLC process.
• Facilitated the documenting of test cases and recorded them for the functionality testing in Test Director based on test requirements.
• Conducted and participated in walkthroughs to discuss certain issues with the development, design team and QA team.
• Conduct JAD - Joint Application Development Brainstorming sessions with team staff to generate Leads on Process Improvements suggestions. Co-ordinate with Business Development Team to ensure the closure of Leads.
• Worked with the user to define and document the As-Is and To-Be business processes/business rules and assisted the implementation team in defining business process requirements and specifications
• Created PowerPoint Presentation for reporting to senior management.
• Designed and developed UML Diagrams including Use Case Diagrams, Activity Diagrams and Sequence Diagrams using MS Visio.

Environment: CRM, People Soft CRM, MS Project, MS PowerPoint, MS Excel, MS Word

Confidential WA

Lead Business Analyst

Domain Experience: Insurance

Responsibilities:

• Analyzed the system specifications, Business requirements and detail design of the software for full understanding of the business
• Analysis of requirements and creating and maintaining the requirements document
• Conducting a Requirement Gap analysis by comparing the current and future system functionalities and understanding the rules and rates for the particular state in consideration.
• Responsible for development of interfaces from/to multiple Legacy systems.
• Conducted user interviews, created Software Requirement Specification (SRS) and analyzed the requirements document.
• Created Use-Cases, Sequence, Collaboration and Class Diagrams to demonstrate software architecture and interaction of system components before prototyping.
• Interaction with Subject Matter Experts to get clarifications on the product.
• Created functional specifications from the Business Requirements Document.
• Worked with production staff to identify and map detailed current processes, identify gaps and failure points, perform root cause analysis and develop functional requirements that supported overall strategy, goals and objectives.
• Creation & Execution of User Acceptance Test scripts & Test plans.
• Provided clear and concise documentation regarding requirements management plans, functional requirements, supplemental requirements, test plans and test cases.
• Responsible to Manage the Customer Interaction Center (Call Center).
• Plan, coordinate, and manage activities of assigned process to ensure that process

Enviornment: CRM, SQL, MS Office, MS projects

• Authority
• Assign responsibilities to team members
• Allocate resources within team
• Appraise reportees and recommend for rewards and appraisal related decisions
• Recommend business travel as per work requirement.
• Associate Delight Index (Team morale and motivation levels)

Confidential

Lead Business Analyst

Domain Experience: CRM System

Responsibilities:

• Served as a liaison between business team and the project team by assisting the business in identifying, understanding, and documenting their business needs.
• Gathered user/business requirements by meeting with business users and generated business models and use case analysis.
• Analysis of requirements and creating and maintaining the requirements document
• Conducting a Requirement Gap analysis by comparing the current and future system functionalities and understanding the rules and rates for the particular state in consideration
• Designed and developed Use Cases, Activity Diagrams and Sequence Diagrams.
• Developed process models using MS-Visio and detailed Business Policies, and modified the business requirement document.
• Participated in the bug review meetings, updated requirement document as per business user feedback and changes in the functionality of the application.
• Interaction with Project Manager / Stakeholder to clarify any issues related to the requirements
• Interaction with Subject Matter Experts to get clarifications on the product
• Coordinated between the project manager / stakeholders, development and testing teams during the development and testing stages.
• Performed User Acceptance Testing (UAT) to ensure standard and proper functionality of the system.

Enviornment: CRM, SD, SQL, MS Office

Confidential

Lead Business Analyst

Domain Experience: Insurance (Life and Mortgage)

Responsibilities:

• Prepared Business Process Models that includes modeling of all the activities of the business from the conceptual to procedural level. Followed top down, leveled technique for building Business Process Models.
• Creation of Functional Specification Document for the project
• Designed and developed Use Cases, Activity Diagrams, Sequence Diagrams.
• Conducted workflow, process diagram and gap analyses to derive requirements for existing systems enhancements.
• Interacting with the Onsite Coordinator to get the detail requirements
• Coordinated between the onsite coordinator and development team at offshore to derive correct requirements for the product
• Identified and documented business rules, created detailed Use Cases and conducted User Acceptance Testing. Developed the test plan, test conditions and test cases for testing based on business requirements, technical specifications and/or product knowledge.
• Assisted QA department to write and execute Test plans and Test Cases.
• Developed timelines for project delivery, and managed projects and resources to successful completion.
• Developed training materials and executed user training.
• Led a team of Business Analysts

Enviornment: CRM, SQL, MS Office

Confidential

Business Analyst

Responsibilities:

• Performed Requirement Gathering & Analysis by actively soliciting, analyzing and negotiating customer requirements and prepared the requirements specification document for the application using Microsoft Word.
• Translated the business needs into system requirements, communicating with the business on a broader scale and with an in-depth view too.
• Participated in the bug review meetings, updated requirement document as per business user feedback and changes in the functionality of the application.
• Clarified QA team issues, reviewed test plans, and test scripts developed by QA team to make sure that all requirements will be covered in scripts and tested properly.
• Participated in requirements discussions with business units, ensuring all business requirements were satisfactorily met.
• Created use case document to elaborate user experience, taking into account the business objective.

Confidential

Business Analyst

Responsibilities:

• Acted as the liaison between the technical and functional team members, ensured that requirements were developed accurately.
• Prepared Business Process Models that includes modeling of all the activities of the business from the conceptual to procedural level. Followed top down, leveled technique for building Business Process Models.
• Developed & managed all the work plans, acted as the key client contact, handled all kinds of scheduling and resource planning, ran all status meetings & compiled various reports.
• Designed and developed UML Diagrams including Use Case Diagrams, Activity Diagrams and Sequence Diagrams using MS Visio.
• Developed training materials and executed user training.

Skills:

• SAP: CRM, ISA, Marketing, CIC including IC, Winclient/Webclient, Analytics & CRM Archiving, SRM
• ERP: Netweaver (XI/Portals/MDM/BI), SAP R/3, ABAP/4, SAP Script, ABAP/4 Query, Development Workbench, Data Dictionary, modules (SD, MM, PP, WM, FICO, HR), BDOCs, BADIs, LSMW, BDC, RFC, ITS, IDocs, SAP Script, BAPI, Dialog Programs, User Exits, Function Modules, Data Dictionary, EEW
• Languages: ABAP Objects, ABAP/4, Java, VB
• Operating System: Windows XP/2000, MVS/ESA, Solaris & Linux

RDBMS: ORACLE, MS SQL SERVER & DB2, Siebel

Web Technologies: J2EE, IBM Websphere AS, SAP WAS, XML, Weblogic AS, Core Java Advanced Java, Corba, JSP, EJB, Internet Programming with Visual J++, .Net Framework - VB.Net, C#.Net, ASP.Net RDBMS Concepts, Oracle, Advanced Internet Concepts, VB, Lotus Notes, (C, C++), VC++

Functional Modules Experience: CRM 3.1, CRM 4.0, 5.0 (Sales, Marketing, CIC), R/3 4.7 SD