Sr. Business System Analyst

• Jul 2023 - Present

Sr. Business Systems Analyst

• Jun 2022 - Feb 2023

Facilitated migration and onboarding of ~250k international TDA Ameritrade clients following acquisition. Aligned Client Experience sub track responsible for defining and delivering the E2E client transition experience, and Global Products & Tools (GP&T) sub-track ensuring TDA customer data was successfully transitioned. Analyzed and documented differences between the two companies’ models and partnered with senior leadership, business leads, engineering, and compliance to perform impact analyses, develop and document solution approaches and success metrics, create data remediation plans, and track and report progress to stakeholders. Verified test plans were developed, approved, and successfully completed. Founded Project Services Business Analyst Community to provide guidance, mentorship, and sharing of best practices to the Schwab Business Analyst group. Enabled ~50k clients to successfully access their transitioned accounts after identifying and resolving customer data model gap. Developed impact analysis, achieved alignment on solution approach, and championed solution. Show less

Lead Business Execution Consultant

• Nov 2018 - Apr 2022

▪ In concert with the Product Manager, provide thought and execution leadership to product roadmaps, delivering a 360 view of the customer and improved "Book of Business" management ▪ Act as a liaison between the business, technology, UX (user experience) and architecture to translate business requirements into amazing user experiences ▪ Navigate a highly matrixed organization to successfully lead the elicitation, and documentation for functional and non-functional business requirements ▪ Identify API's required to support solutions, and work with product owners & architects to prioritize enhancements ▪ Developed & implemented inter-scrum team processes & requirement solicitation efficiencies, increasing scrums team sprint velocity by 75% ▪ Led re-design of Small Business “Book of Business” experience, resulting in a 25% increase in iNPS. Drove the identification of required resources, feature decomposition, functional and non-functional requirements, acceptance criteria/definition of done, and the identification & management of technical dependencies ▪ In partnership with Product Manager, manage backlog of JIRA user stories, balancing business impact, while delivering incremental value ▪ Drive the identification of Minimal Viable Product scope, success measures and achieve alignment across multiple line of business leaders ▪ With an eye towards future needs, engage design, architecture and development teams on solution design, end user experience to proactively identify and remove barriers to teams’ success ▪ Lead scrum team ceremonies, including Small and Big Room planning, story refinement, and sprint planning ▪ Provide guidance and leadership to Business System Consultants, focusing on process alignment between scrum teams and driving best practices ▪ Scrum team recognized among the enterprises top performing scrum team for FY 2021 Show less

Staff Business Systems Analyst

• Sep 2013 - Sep 2018

Enable business growth and delight customers by identifying and implementing systems and processes that deliver key strategic goals. • Led multiyear program to successfully transition 1500 Small Business & Payments contact center agents to Salesforce service cloud, delivering 700k annual saving through process efficiency and increasing user NPS scores by 35%• One of ten employees to receive CEO Care Club award for “Driving Transformational Improvement for Agents and Customers”• Partnering across multiple business line leaders with conflicting objectives, leverage technical and business thought leadership to identify how to effectively harness systems & tools to collectively grow business and delight customers• Develop & maintain twelve month Salesforce feature roadmap, ensuring on time delivery of features, their effectiveness and user adoption• Leveraging multiple facilitation techniques, perform as lead BA responsible for requirement gathering, aligning requirements with key stakeholders, developing metric driven business cases, authoring user stories, communicating status to senior leaders, feature quality and on time delivery• Experience operating in multiple roles throughout the SDLC including project management, QA/UAT lead, change management, developing training materials for end users and post launch support • Partnered effectively with architects and engineers across the globe to design, develop future state documents including prototypes and process flows • Experienced leveraging multiple process optimization technique to increase velocity of delivery including “Lean Startup”, “Design for Delight” & rapid experimentation Show less

Sr. Business Systems Analyst

• Oct 2007 - Sep 2013

• Key driver in the delivery of Interactive Intelligence to over 1000 users; delivering best in class net promoter scores• Identify and drive project teams implementing untapped system capabilities enabling nearly one million in incremental revenue• Through process improvement and experimentation, implement key project process and methodology improvements, resulting in 20% reduction in project timeline• Manage technical track for onboarding of over 1000 users to Siebel 8, successfully driving multiple areas of responsibility including project management, requirements, impact analysis, requirements, testing, training and process engineering• Create, maintain, facilitate and ensure adherence to project plans and the implementation tasks for all implementations• Develop training content and work closely with the training groups to ensure the scheduling and completion of the training plan Show less

Application Support Analyst II

• Dec 2005 - Oct 2007

• Provide level 2 application support for multiple in house application • Supply technical leadership and guidance to first level support agent • Drive creation of web based knowledge base articles to reduce the escalation rate of common issues • Drove and implemented overhaul of web ticketing client project, aimed at improving user satisfaction with online ticket application • Provide issue analysis and root cause for all highly impacting production issues • Lead process improvements to reduce the frequency of issue escalations and reductions in time to resolve issues • Examine existing user and system processes for area of improvement, and drive ideas to implementation Show less

Business System Analyst

• Oct 2003 - Dec 2005

• Discover, document and implement business process and system improvements using multiple business analyst techniques including focus groups, Functional Design Documents, and Business Process Documents • Drove “Systems and Application” team for year one of new product registration model responsible for ensuring contact center tools could support new registration model, agents processes were correct, and training was accurate • Promoted to Sr. Business Analyst and provided project management for year two of product registration project. Primarily responsible for driving requirements, monitoring project scope and communications with contact center leaders • Responsible for the creation of UAT test cases as well partnering with test leads to ensure test cases are successful • Provide guidance and leadership to Jr. Systems Analyst • Worked with call center end users and engineering team to drive implementation of process and systems enhancements for the Siebel 7.5 CRM application resulting in lower call handle time, and more efficient applications • Provided product registration subject matter expertise and production support • Drove implementation of “Witness” call monitoring tool to offshore contact center partners providing supervisors dramatically more efficient coaching tools • Lead team that implemented “Software Piracy” IVR routing resulting in all known piracy accounts routed to the correct department Show less

Software Engineer II

• Dec 1998 - Oct 2003

Sr. PeopleSoft CRM and Infranet Portal billing applications manager. Partner with end users and business leaders to discover system improvements and drive those to implementation. Liaison between management, developers and end users to provide monitoring, support, maintenance, testing, training, production acceptance and issue management. Performed administration duties on the OSS Enterprises servers. Communicated with vendors to stay current on new releases and fixes. Developed management reports in Oracle and SQL Server environments. Provide CRM and Billing application support in large call center environment. Show less