SWATI KUMARI
Box Hill,NSW
Summary
With 8+ years of diversified experience in Information Technology, I excel as a Business System Analyst in Banking, Finance, e-commerce, and retail. My expertise lies in analyzing complex business requirements and translating them into effective technological solutions. I consistently deliver successful projects by collaborating with cross-functional teams and stakeholders to seamlessly integrate systems and processes. Committed to driving innovation and optimizing business operations through strategic analysis and implementation, I possess a deep understanding of industry best practices.
Overview
8
8
years of professional experience
Work History
Public Service Advisor
Westpac Banking Corporation, WBC
09.2024 - Current
- Demonstrated commitment to ongoing professional development, attending workshops and training sessions to stay current on industry trends and best practices.
- Participated in interdepartmental meetings, collaborating with colleagues across various units to improve service delivery overall.
- Increased public awareness of available services by conducting informative presentations and distributing promotional materials.
- Maintained detailed records of all customer interactions, utilizing database software for accurate documentation and easy retrieval when needed. - Digital Banker - OCC
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Service customer enquiries, determine customer needs and provide solutions with regards to their banking requirements
- Processed and managed daily banking operations, customer transactions accurately and efficiently such as account transfers (RTGS), deposits, withdrawal, loan payments and etc.
- Maintain accurate records of customer account and transaction
- Ensure compliance with all banking regulations and policies
- Reached out to customers to offer assistance with account and service issues, as well as propose new Product or service choices.
- Monitor customer accounts for suspicious activity
- Implemented strategies to reduce average handling time without compromising on service quality.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Leveraged OCC tools to track customer interactions, ensuring seamless communication across multiple channels.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Reviewed customer feedback regularly, using insights to further enhance service delivery methods.
- Described product highlights and benefits to help guide purchasing decisions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Identified and resolved discrepancies and errors in customer accounts.
Business Analyst
Wolters Kluwer
04.2022 - 06.2023
- Company Overview: Development of SAAS-based corporate tax and accounting software
- Responsible for providing Business Analyst support to the On-boarding Squad of SDLC Team, and Information Technology teams
- Understand the software development life cycle and develop an understanding of current products and technology in order to design and implement solutions to meet the business need
- Conduct analysis, planning, requirement gathering, and logical design of a software product by working with internal stakeholders and product owner
- Providing a variety of business analytical services involving stakeholder engagement, discovery, requirement gathering, impact and risk assessment, business communication
- Working in Agile IT project delivery team, making sure to organise, contribute and participate in all agile ceremonies including daily stand-ups, refinement, grooming sessions, sprint planning and retrospectives
- Conduct workshop with the business to capture the requirement and create the business requirement specification including functional and non-functional requirement
- Conduct stakeholders engagement and workshops to analyse the gathering requirements and collaborate with technical team to develop fit for the purpose solution
- Evaluate options for solutions and translate business requirements into techno-functional requirement
- Documenting the identified requirements as user stories in Azure DevOps and ensure that all business requirements are well structured, clear, and defined, with each business requirement having valid and complete acceptance criteria
- Conduct meetings and workshops with the development team for any query/clarification on the requirement and conducting refinement session with technical team to understand the requirement clearly and capture story point
- Identifying suitable business scenarios for testing, executing user acceptance testing, and identifying defects and issues
- Participated in System testing and User Acceptance testing and bug reporting and triage meeting
- Preparation of run sheet, implementation & change coordination for the go live process and coordinate for post-implementation testing and go-live
- Work closely with development teams in registering and solving any incidents post go-live
Business Analyst
Swift Computers Pty Ltd.
08.2018 - 03.2022
- Responsible for providing Business Analyst support to the On-boarding Squad of SDLC Team, including Business stakeholders and Information Technology teams
- Responsible for various business analysis activities including scope definition, process mapping, requirement gathering, and project coordination
- Assist the Project Manager to create, maintaining project documentation and deliverables
- Analyze all internal and external business requirements and provide detailed specifications for all e-commerce sites and manage communication with all participants in projects
- Understand the business requirements and prepare the business requirement document with the functional and non-functional requirement
- Ensure that all business requirements are well structured, clear, and defined, with each business requirement having valid and complete acceptance criteria
- Plan and estimate the business analysis activities and deliverables required within a given project or initiative
- Carry out stakeholder analysis, working with the business/product owners and change team to define stakeholder maps and contribute to the communication and engagement plans
- Identify and define the business requirements using by engaging workshops, observation, interviews, and creation of workflow models
- Creation of user story and mapping with requirement and loading into JIRA
- Worked on User interface design and User Experience including branding, design, usability and function
- Facilitate workshops between business and application teams to develop the solutions to meet application needs, prepare the Minutes of Meeting, and share
- Prepare, define and document current state model, target state models, business processes, business requirements, and end-to-end test scenarios are essential to the role
- Worked on stock/warehouse third party system, shipping, and payment integration
- Working closely with technical and developer team and sharing the business expectation
- Conduct meeting and workshop between the business user and development team for any query/clarification on the requirement
- Capture data and images and share with the development team
- Worked on test Plan, scenario and test case creation also involved in validate the testing strategy and the test scenarios defined by the QA team
- Ensure the appropriate level of test coverage is in place and that the exception scenario is well thought
- Participate closely with during system/functional and /system Integration testing
- Support Business during User Acceptance Testing
- Participated in defect triage meetings and work closely with business, tester, and developer team in registering, and solving any assigned defect
- Worked on Release and change management planning, implementation plan creation, and production deployment
- Prepare Training document for business user training
- Prepared knowledge article document for post-go-live support
- Coordinate with end-users and business teams in post-implementation testing and go-live
- Prepare documents for all e-commerce business procedures and analyze all site traffic to recommend efficient marketing plans and administer all email programs and search engine marketing activities
Business Analyst
ICICI bank private Ltd
07.2011 - 06.2014
- Responsible for various business analysis activities including scope definition, process mapping, requirement gathering, project coordination and option analysis
- Identifying stakeholders and develop and maintain collaborative working relations; lead smaller teams in eliciting and analysing business requirements
- Managing the development of detailed Business Requirements, Business Process Specifications and/or System Functional / Non-Functional Specifications that will drive the desired change to business process, system enhancement / development activities
- Reviewing and revising documentation considering any new information and/or changes to initial assumptions, including implications for project time, cost, quality and risk
- Collaborate with technical specialists in technology, business design and architecture teams to ensure common understanding of the scope and context of projects
- Build relationships with key stakeholders across business to help bring the right subject matter expertise into the analysis and design of the optimal solutions
- Working closely with technical and developer team and discuss all requirements to make sure to understand clearly
- Documenting the identified requirements as Jira stories and confluence pages for business review
- Identifying suitable business scenarios for testing, executing user acceptance testing, and identifying defects and issues
- Supporting testing, training, and implementation activities to ensure the successful delivery of the overall business and technology solutions
Education
Master - Personnel Management
PUNE UNIVERSITY
06-2011
Skills
- Customer Relationship Management
- Client Services
- Business Requirements Document (BRD)
- Functional/Non-Functional Requirements
- Project Planning and Estimation
- EPIC & User Stories/PBI Creation
- Refinement Session
- Product Design
- Story points
- Scrum
- Sprint Planning
- Agile
- Scrum Board
- Kanban Board
- Azure Board
- Process Flow Diagram
- Data Flows
- Workshop
- Minutes of Meeting
- Leadership and decision making skills
- Coordination with Offshore
- User Interface Design
- Test Plan
- Test Strategy
- Test Case
- Test Script
- Test Execution Cycle
- Functional Testing
- System Integration Testing(SIT)
- User Acceptance Testing(UAT)
- Product Verification Testing(PVT)
- Regression Testing
- Change Management
- Incident Management
- Deployment Plan
- Knowledge Article
Deliverables
- Business Requirements Document (BRD)
- Functional/Non-Functional/Transition Requirements
- Solution Options Validation Paper
- Scope Statements
- Functional Requirement Specification (FRS)
- Functional Specification Document (FSD)
- Technical Specifications
- Target Operating Models (As-Is and To-Be Models)
- Critical Stakeholders List (CSL)
- Business Requirements Elaboration
- Jira Stories Creation
- User Stories Elaboration
- User Stories Elicitation & Documentation
- Sprint Planning
- Sprint Board
- Scrum Board
- Kanban Board
- Azure Board
- Business Process Modelling (BPMN)
- Process Flows
- Data Flows
- Use Cases
- Traceability Matrix
- Surveys
- Questionnaires
- Run Sheets
- Workflow Diagrams
- Service Management Plan
- Knowledge Articles
- Functional & Non-Functional Test Plan Review
- Test Strategies Review
- Test Cases Review
- Test Scenarios & Test Closure Reports Review
Tools Technologies
Agile, Waterfall, Hybrid, Atlassian JIRA, Atlassian Confluence, Azure DevOps, MS Visio, MS PowerPoint, SharePoint, MS Access, MS Excel, Service Now, InVision, IBM ALM, Spider, Digital banker, ECM, CE(Customer Establishment)
Personal Information
Work Permit: Australian Citizen
Profile Summary
Experienced Information Technology, Business System Analyst, Banking, Finance, E-commerce, Retail
Languages
English
Full Professional
Certification
Tier 2 Personal Advice Deposit Products General Insurance
Timeline
Public Service Advisor
Westpac Banking Corporation, WBC
09.2024 - Current
Business Analyst
Wolters Kluwer
04.2022 - 06.2023
Business Analyst
Swift Computers Pty Ltd.
08.2018 - 03.2022
Business Analyst
ICICI bank private Ltd
07.2011 - 06.2014
Master - Personnel Management
PUNE UNIVERSITY
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