Built and managed large teams of business analysts / business systems analysts; Supported small and large projects including client implementations and client platform conversions; Wrote performance objectives using SMART goals; Managed performance against specific objectives and productivity expectations; Identified short and long-term career-development plans for team members; Created desk procedures for BAs / BSAs; Created training materials to accelerate learning for BAs, software developers, QA testers, procedures analysts and the user community; Analyzed functional and process gaps and wrote business requirements to resolve gaps on target platform; Achieved excellent staff-retention results and employee-satisfaction survey scores; Contributed to high client-satisfaction survey outcomes; Worked with account managers to secure contract-renewals; Consistently met and exceeded production support SLA targets; Attended two leadership development programs; Designed and participated in two mentoring programs, as both a mentor and subject
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