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Summary
Results-driven Lead Business Systems Analyst with 7+ years in the field whom liaises with subject matter experts to gather business requirements and implement platforms and processes to address needs. Educated in traditional and progressive training techniques to handle highly stressful situations with poise. Talented in offering proven skills in analyzing and enhancing business systems at the department or enterprise-wide level. Adept at collaborating with diverse personnel involved in testing, implementing, refining and improving systems to address problems, meet current needs and propel companies forward.
Skills
Technology implementation
Feature and functionality understanding
Enhancement support
Software and hardware implementation
Requirements definition
Report writing
Data extraction
Project documentation
Working collaboratively
Best practices and standards
Microsoft Office
People skills
Work ethic
Experience
4/12/21 to CurrentLead Business Systems AnalystPublicis Groupe | Morristown, TN,
Work as a Consultant for end-client Amerihealth Caritas
Gather, outline and review business requirements.
Determine areas in need of enhancements and identify relevant and feasible systems to address concerns.
Train end-users in best practices to minimize errors and protect key data.
Prepare and deliver targeted systems training for business personnel.
Expand systems with new features and structural components.
Revamp existing system capabilities to improve productivity, efficiency, and effectiveness while eliminating duplicate work efforts for end user across 2 or more applications.
Create data mapping from Source tables to Staging Tables to ensure data collected and stored was in a safe and appropriate manner.
Manage 3rd party vendors for ~ 50% of the development work under a Shared Services structure to meet tight deadlines for implementations.
Consistent communication among managers, senior-level management, and directors on the progress of projects.
Create and manage workflow of system change tickets to ensure work was continuing to meet business stakeholder timelines.
Train and assist other analysts on best practices for their own projects. Provide support when needed.
Technical SME for Prior Authorization team to ensure States' System/Business Requirements and our internal processes met Compliance Standards.
01/2020 to 10/2020Customer Operations Project ManagerCeridian Corporation | Newark, NJ,
Manage multiple cross-functional projects to increase output, productivity, efficiency, and effectiveness for our agents and end-users.
Achieved an 18% deflection rate in the programming of Zendesk AnswerBot (self-help chat). Prior to re-program, organization was achieving a 4-5% deflection rate.
Entrusted as the main point of contact on new state launches (CO, IL, IA at the time).
Provided major key input in the migration effort from vendor to in-house app of over ~2.5mm unique users on our platform (NJ, IN, PA).
Manage the Ops Readiness Plans to ensure smooth launches/migrations by collaborating with the other departments from Promotions; Risk & Trading; Compliance; Marketing; Payments; Engineering; and Training
Provide support where necessary to all departments to ensure any impediments are addressed to ensure deliverables are met and satisfactory across all functional departments for implementation.
Taking initiative of creating access tickets for system end-users in a timely manner to mitigate slowdown of day-to-day activities in such a fast-paced industry. .
Generate Customer Satisfaction; Email Tickets Backlog; Agent Productivity reports on either a recurring or ad-hoc basis for the COO, Senior Vice President, Director, and my direct report (Senior Manager).
Analyze current business processes to provide input on where we are lacking, and how we could improve.
Create a business case for a much-needed Forecasting and Scheduling tool to help create better, accurate agent schedules therefore reducing over/under staffing issues.
Work with Management, DevOps and customer-facing agents to prioritize features backlog to improve UX and UI design.
Monitor milestones and deliverables to stay ahead of schedules and proactively spot potential roadblocks.
Assist in negotiations to secure favorable quotes and contracts for third-party software tools.
Assign work and monitored performance of project personnel.
08/2015 to 04/2019Senior Business Systems AnalystAsrc Federal Holding Company | Suffolk, VA,
Manage projects and serve as a primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
Conduct root cause analyses to formulate countermeasures to business missteps and improve operations.
Reconcile and report record discrepancies to prepare for member abrasion.
Write detailed business requirements in Waterfall environment, and user stories in an Agile structure.
Write acceptance criteria for each requirement/user story for QA teams and internal testing purposes.
Highly-proficient in JIRA and CONFLUENCE for requirements, defects, and workflow tracking.
Address obstacles as soon as they are identified to ensure projects I lead are back on track to a "Green" status.
Immediate communication and/or meeting invite if any particular part of the project is in a "Red" or "Amber" status. Purpose is to identify the root cause, and work in unison with other project members to resolve the impediment(s). If additional support is needed beyond my scope or abilities, then and only then escalate to proper management.
Perform requirement reviews and attain proper sign-offs from the appropriate stakeholders - usually Initiative Owner or Plan Sponsor.
Manage and work on numerous vendor-facing projects with clients such as Xerox, CareMore, hCentive regarding file transfer needs, data reporting needs, EDI transactions, and reconciliation of data between multiple systems.
Create and execute SQL queries in test environments to validate test cases as well as in production to generate reports for Business Stakeholders to help drive strategic decisions.
07/2014 to 08/2015Systems AnalystSynchronisys | City, STATE,
Worked as a Consultant on-site during this time for end-client Anthem Blue Cross Blue Shield in Mason, OH before my conversion to a FTE with said end-client in August 2015.
Key Point of Contact for 12 of 14 States where Anthem provides health insurance benefits under the Affordable Care Act.
Work in conjunction with regulators and compliance teams to ensure stability and accuracy of data mandating under the Affordable Care Act.
Manage projects for States under Federal Exchange (Healthcare.gov) and those which run their own respective State exchange(s).
Ensuring internal application - WebEnsure Manager - complies with the federal and state regulations for handling of 834 EDI transactions for member enrollment as well as reconciliation of stored data.
Conduct gap analysis for current as-is system and to-be based on changes and impacts to features or functionality.
Elicit business requirements for change requests and ensuring proper timelines are prioritized to avoid fines and/or penalties for non-compliance
Execute SQL queries to generate custom reports for Business to aid in making strategic decisions.
Entrusted by Director of Tech I to lead production deployments on odd months of the calendar year.
Create and manage ServiceNow change tickets, implementation plans, attach test plans and results along with the Business approvals according to workflow timelines.
Draft back-out plans in case any issues arise during deployment into production environment.
Procure WebSphere and Database admins for their tasks along with final review of implementation plan for complete understanding.
Assist Business in production release checkout to ensure new changes validate the requirements.
Key POC throughout the SDLC from requirements gathering through implementation and warranty period before handoff to Business.
Recognized by the Director of Technology I for outstanding performance in production implementations with no outstanding defects or delays.
Education and Training
Expected in | Business AdministrationMiddlesex County College, Edison, NJ, GPA:
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