United States
Senior Business Systems Analyst with 10+ years translating complex healthcare, contact center, and operational requirements into scalable CRM and data solutions. Salesforce Administrator certified with working knowledge of Service Cloud concepts — case management, record types, page layouts, validation rules, profiles & permissions, role-based access, and Omni-Channel patterns. What I do - Partner with Contact Center leaders, Product Owners, developers, QA, and Compliance to deliver scalable, HIPAA-aligned Service Cloud solutions - Translate business needs into clear user stories with Given/When/Then acceptance criteria - Document member/provider workflows: inquiries, eligibility, benefits, claims, grievances, appeals, service requests, and case documentation - Run backlog refinement, sprint ceremonies, demos, UAT, and defect triage in Jira - Validate requirements with SQL against operational datasets; surface insights via Power BI and Tableau Domains Healthcare (member services, eligibility, claims, EHR) · Contact Center operations · Risk & Compliance · Financial Services Tools & Methods Salesforce Service Cloud Concepts | Case Management | Validation Rules | Profiles & Permissions | Omni-Channel | SQL | Power BI | Tableau | Jira | Confluence | Agile / Scrum / Waterfall | BRD / FRD | User Stories | Acceptance Criteria | UAT | Defect Triage Education: M.S. Project Management (Harrisburg University) · M.S. Industrial Engineering (Indiana Tech) · B.S. Aerospace Engineering (JNTUH) Certifications: Salesforce Certified Administrator (ADM-201) Authorized to work in the United States — No sponsorship required. Open to: Senior Business Systems Analyst, Salesforce BSA, Healthcare BSA, Contact Center BSA, Product Owner roles. Remote-ready (EST/CST preferred).
- Document business rules, validation logic, and self-service workflows enabling non-technical stakeholders to manage operational rules independently. - Build functional specifications, user stories, and process flows for proof-of-concept implementations; capture acceptance criteria and validation steps for stakeholder sign-off. - Validate system behavior using SQL queries against operational datasets to confirm rule logic before release. - Lead technical discovery sessions with stakeholders, translating business needs into scalable solution designs.
Engaged with enterprise clients as Senior BSA delivering healthcare and operational requirement work end-to-end — discovery, user stories, BRD/FRD, UAT, and stakeholder management. Client: DTCC — BSA, Data Platform & Operational Workflows (Sep 2023 – Aug 2024) - Captured requirements for operational workflows across reconciliation and post-trade reporting; documented entity relationships, business rules, and integration touchpoints. - Authored user stories and acceptance criteria for migrating batch workflows to event-driven microservices, with explicit SLA targets. - Facilitated workshops with SMEs to validate attributes, business rules, and transformation logic; ran UAT cycles and partnered with engineering to resolve defects. - Participated in on-call rotation supporting business-critical workflows: incident triage, root-cause analysis, and stakeholder communication during remediation. Client: PharMerica — BSA, Healthcare Operations & Compliance (Jul 2021 – Aug 2023) - Gathered requirements for healthcare workflows involving patient (member), provider, and pharmacy data, ensuring alignment with HIPAA, PHI, and PII handling standards. - Documented case workflows for service requests, eligibility verification, claims, and provider inquiries; mapped integration touchpoints between EHR, claims, and analytical/reporting systems. - Wrote user stories and Given/When/Then acceptance criteria for compliance enhancements and member-facing operational improvements delivered in Agile sprints. - Conducted UAT cycles validating regulatory workflows, business rules, and integration logic across member/provider data systems. - Used SQL to validate case and claims data, identify exceptions, and confirm fixes prior to release; built audit-ready data lineage documentation.
Worked with Conduent and Verizon teams on operational and regulatory data workflows. - Conduent — gathered requirements for state tolling systems (FDOT North Carolina), documented integration touchpoints between toll collection, financial institutions, and state agencies; authored validation procedures that reduced transaction errors and supported compliance with state retention policies. - Verizon — captured requirements for regulatory report automation supporting telecom and financial compliance audits; authored acceptance criteria and ran UAT, reducing manual compliance effort by 40%. - Acted as on-call point of contact for production incidents — triage, root-cause analysis, and SLA-driven remediation across multi-component systems. - Delivered Power BI dashboards with automated data governance for operations leaders, supporting day-to-day SLA tracking and exception management.
Led a strategic project aimed at replacing an existing Java-based application with a Python-built reporting tool, resulting in enhanced efficiency and customer satisfaction. Contributed to the development of Web-based applications using Python, Java, and Selenium, resulting in a 25% improvement in application performance and usability. Played a key role in various testing phases, including Unit testing, Integration testing, User-Acceptance testing, and Functional testing, leading to a 30% reduction in bugs and errors. Implemented Docker container creation processes on Jenkins for each GitHub branch, streamlining the Continuous Integration (CI) workflow and reducing deployment time by 40%. Leveraged OpenShift to automate application builds, deployments, scaling, and management, resulting in a 35% increase in deployment frequency and a 25% reduction in operational overhead. Successfully built and maintained Docker container clusters managed by GIT, Gitlab, Docker, on AWS, resulting in a 20% improvement in scalability and resource utilization. Utilized Kubernetes to deploy and manage Tomcat and WebSphere application server environments, leading to a 30% increase in application availability and reliability. Developed templates for AWS infrastructure using Terraform, resulting in a 25% reduction in infrastructure provisioning time and improved environment consistency. Built automated CI/CD pipelines with AWS Code Pipeline, Jenkins, and AWS Code Deploy, resulting in a 40% reduction in manual intervention and a 30% increase in deployment efficiency. Demonstrated expertise in designing and implementing complex applications and distributed systems into public cloud infrastructure such as AWS, GCP, and Azure, ensuring seamless integration and scalability. Contributed to the successful delivery of the project, aligning with enterprise objectives and delivering value to stakeholders.
• Work with team of developers on python applications for RISK management. • Design, develop, test, deploy and maintain the website. • Designed and developed the UI of the website using HTML, AJAX, CSS and JavaScript • Designed and developed data management system using MySQL. • Rewrite existing Python/Django modules to deliver certain format of data. • Used Django Database API's to access database objects. • Wrote python scripts to parse XML documents and load the data in database. • Handled all the client-side validation using JavaScript. • Expertise in writing Constraints, Indexes, Views, Stored Procedures, Cursors, Triggers, and User Defined function. • I have also used Selenium Library to write fully functioning test automation process that allowed the simulation of submitting different we request from multiple browsers to web application. • Used JQuery for all client-side Java script manipulation. • Created unit test/regression test framework for working/new code • Using Subversion control tool to coordinate team-development. • Developed entire frontend and backend modules using Python on Django Web Framework. • Responsible for debugging and troubleshooting the web application. • Developed views and templates with Python and Django's view controller and templating language to create a user-friendly website interface.