Pankaj Sharma

Phone: 203-710-7550
pankajnathsharma@gmail.com
Professional Summary:

7 years of experience as business analyst in IT with emphasis in Healthcare, Telecom and

Finance domain. Extensive experience in gathering Business requirements, understanding
Business processes, identifying risks, and performing impact analyses.
4+ years of experience in corporate web portal using SharePoint 2010 and Microsoft Office
SharePoint Server(MOSS).Created Document Libraries, Lists, Discussion Board, Announcement,
Calendar etc. according to the Content Management governance.
Developed SharePoint governance, Security Level and Maturity model for the entire Organization.
Experience in creating BRS, Use Case Specifications, Functional and Non-functional
specifications and Traceability matrix across the Project and deliverables.
Expertise in creating functional specifications and data flow diagrams.
Extensive experience in UML modeling and design, creating Use Cases, Sequence, Class and
Activity diagrams using MS Visio.
Participated in extensive JAR/JAD sessions with the stakeholders and the project managers by
conducting personal interviews, Questionnaire, Brainstorming to get a better understanding of client
business processes.
Expertise in all phases of SDLC (Software Development Life Cycle), and methodologies like RUP
(Rational Unified Process), Waterfall and Agile/scrum.
Extensive understanding of the AS-IS and TO-BE business processes and experience in converting
these requirements into technical specifications.
Expertise in GAP analysis, Cost Benefit Analysis, ROI, Business Process Modeling (context,
DFD, BPM, PFD), Entity Relationship (E-R) diagram as a precursor to workflow development and
business process re-engineering.
Detailed knowledge of QA processes and methodologies and experienced in testing Client/Server
and Web-based software applications using Quality Center and Quick Test Pro.
Expert knowledge of the preparation of Requirement Traceability Matrix using the Quality Center,
Test Director or Microsoft Excel.
Facilitated User Acceptance Testing (UAT) with the stakeholders and the business users as well
as trained users to use the system configured.
Expert Knowledge of ServiceNow with previous experience in ServiceNow integration, StartNow
Methodology, custom application development and IT Operations management.

Technical Skills:
Operating
Systems:
Methodologies:

Windows 2000/XP/Vista/7, UNIX, Linux

Business Tools:

Requisite Pro, UML, MS Visio, MockFlow, MockingBird

Rational Unified Process (RUP), Waterfall, Agile/Scrum

Software
Packages:
Testing Tools:

MS Office Suites, MS Project, MS SharePoint 2007/2010, MS Visual Studio,

Adobe Photoshop, Rally, ServiceNow
Rational Clear Quest, Mercury Test Director, Quality Centre, QTP, Load Runner

Database:

Oracle, SQL Server 2005/2008/2000, MY SQL

Professional Experience:
Convergys, Orlando, FL
Sr. Business Analyst

Sept 2014 Present

Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and
information management products, primarily to large corporations. Customer management products
include agent assisted, self-service and care software tailored to the communications, financial services,
and technology, retail, healthcare and government markets. Information management provides
convergent billing and business support system (BSS) products and services including revenue
management, product and order management, and customer care management to telecom, utilities, and
cable/satellite/broadband service providers.
Responsibilities:

Served as a liaison between internal clients and functional departments; help clients achieve their
objectives by serving as a resource in the interpretation, application and compliance with internal
and external laws, regulations, policies, procedures, standards and practices. Develop and build
internal and external partnerships to improve communication, coordination, collaboration and
effective working relationships within own department, across the Company and outside the
Company.
Utilize Microsoft SharePoint concepts, practices and procedures within an enterprise environment.
Researched, analyzed, synchronized, maintained, modified, interpreted, validated and prepared AS
IS to TO BE data and documentations for the development team.
Followed up and delivered all enhancement functionality assigned within a Sprint.
Produced, edited and distributed a variety of business documents such as reports, proposals,
technical manuals, policies, system and process documentation, etc.
Created, presented and/or facilitated meetings, webinars, conference calls, training programs,
education sessions, certifications, etc. for a variety of internal and external audiences. Represented
assigned function at external symposia, conferences, meetings, etc.
Lead the ServiceNow implementation team.

Environment: Windows XP, MS-Office Suite, MS SharePoint 2007/2010, SQL Server, MS Visio
Sprint/Nextel Atlanta, GA
Business Analyst

Mar 2014- Sept 2014

Responsibilities:
This project was initiated to take care of the new requirements for a common system due to the merger
between the Sprint and Nextel. The application took order from the users and added value in it based on
the user input. Previously, there was only one vendor i. e. Motorola but now a new vendor, ASI was
added. Based on the vendor, we can predict the presence or absence of certain information like packed

date, sent date, current scheduled ship date, etc. (ASI specific) that determined the further course of
action. Finally, the order was released to the vendor.

Responsible for the analysis of business/functional requirements and development of technical

solutions recommendations to meet business requirements for the Checkout Tool Software
Distribution System.
Translated high-level functional requirements into technical specifications.
Closely worked with end users and subject matter experts and developed component installation
scripts, diagnostic steps, nearest neighbor and end to end test scripts.
Assisted in the process redesign and documentation as needed for new technology.
Responsible for problem definition, evaluation of requirements, and implementation of systems to
meet business and user requirements.
Reviewed technical specification documents for all available toolkits developed by OEM (Original
Equipment Manufacturer) and translated the specifications into requirements.
Developed the technical specifications for APIs (Application Programming Interfaces) for the Project
components where a toolkit was not available.
Knowledgeable about basic networking protocols, Windows Sockets, OEM hardware components
and toolkits.
Support of system analysis and design, software development life cycle, Application integration,
development and programming. Took on additional responsibilities such as facilitating design
sessions with internal and external partners and acts as a team lead where necessary or when
assigned by the supervisor.

Environment: Windows XP, MS-Office Suite, MS SharePoint 2007/2010, MS Visio, Quality Centre,
MS SQL Server

UnitedHealth Group
Minneapolis, MN
Business Analyst

Sept 2013- Mar 2014

UnitedHealth Group is a diversified managed health care company headquartered in Minnetonka,

Minnesota, U.S. Project was with customer service department involving enhancement and defects
within the customer care website.
Responsibilities:

Served as a liaison between internal clients and IT departments; help clients achieve their objectives
by serving as a resource in the interpretation, application and compliance
Participation and support of project teams.
Responsible for compiling and managing lists of enhancement requests and defects for the
production system.
Organize and facilitate problem-solving discussions with customer representatives, product
specialists and technical business analysts to correctly document enhancement requests and defect
submittals.
Work with assigned business customers to determine needs regarding business processes and
functionality, make recommendations as appropriate.
Actively participate in business unit related meetings.
Support the business unit officers by acting as a liaison between business unit and IT staff. Share
information between these two groups, facilitate communications and knowledge transfer where
required.

Facilitate requirement gathering from non-technical business personnel, articulate complex ideas,
issues and designs to varied audiences; communicate project objectives, scope and direction to the
project team; assist in educating IT staff on business vision and plan.
Executed SQL queries to pull and manipulate data for analysis purpose.
Delivered BRD, CR documents, UML diagrams as required to the development team on and offshore.

Environment: Windows XP, MS-Office Suite, SharePoint 2007, MS Visio, MS SQL Server, SQL,
Rally
Dean Foods, Chicago, IL
Business Systems Analyst,

Jan 2011-Sept 2013

Dean Foods is a Dallas, Texas-based food and beverage company that specializes in dairy products.
The company maintains plants and distributors in the United States and the United Kingdom. Dean
Foods products include frozen and canned foods, dairy products and condiments. As the nation's largest
processor and direct-to-store distributor of fluid milk, Dean Foods has more than 50 local and regional
dairy brands. In addition to fluid milk, they also distribute ice cream, cultured products, juices, teas,
bottled water and other products.
Responsibilities:
Primary interaction point with business sponsors and key stakeholders of the PeopleSoft
Enterprise CRM Customer Portal Pack. Responsible for comprehending business requests and
influencing directional change where necessary
Interviewed resources across varying disciplines to elicit and rationalize business needs drawing
on the appropriate tools, skills and thought processes to obtain all needed information
Involved in production rollouts and addressing change configurations as required
Translated ideas or concepts goals, scope statements, high level requirements, detailed
requirements, use cases, mock-ups, process models or other mechanisms to accurately capture
and convey business needs
Coordinated with all project team members to ensure business needs and views are properly
represented throughout the lifecycle of the project
Enhanced and revamped the four existing OTC Order and Supply Chain applications interaction
with the PeopleSoft Enterprise CRM.
Responsible for providing 1st and 2nd level production operations support to address user issues
and concerns and direct them to appropriate resources for resolution
Facilitated meetings to review captured business needs and obtain cross-functional approvals
Developed task plans for completing certain deliverables and phases of the project lifecycle and
works closely with the enterprise project manager to ensure timelines are well understood and
that traction is maintained throughout delivery execution
Responsible for drafting and facilitating reviews and approvals of key project documentation
including Vision and Goals Statements, Scope Statements, High-level and Detailed Business
Requirements, Success Metrics, Business Cases, Process Models, Procedures and Job Aids,
Use Cases, Test Cases/Scenarios
Employed DCDR for facilitating meta data management for the organization
Responsible for business level testing of solutions and validating testing results
Participates in developing implementation plans and post-installation or release validation
tests/scripts
Worked directly with the business to provide technical expertise, and produce specifications for
any new or changed technology applications

Used PeopleSoft CRM Customer Portal Pagelets to allow users with the appropriate
permissions to build and modify reports that let end users explore and interact with information,
and present and visualize information using charts, pivot tables, and reports.
Assisted in documenting the Employee facing pagelets and Customer facing pagelets for the
PeopleSoft Enterprise CRM Customer Portal
Enhanced report results through options such as charting, result layout, calculation, and
drilldown features.
Ensured that project initiation documents are complete and appropriately formatted based on
SDLC standards
Managed requirements gathering sessions; obtains appropriate IT and business signoff
Prepared Presentations for buy-in of stakeholders of the changes being suggested to optimize
the user experience of the PeopleSoft CRM solution
Assisted testing team to ensure that requirements documentation can be easily translated into
test plans, manage traceability matrix and ensure that the proper testing plans have been
completed and can be mapped back to requirements
Worked with training team to document system scenarios and identify roles impacted and help
develop a change management / training plan
Communicated technical integration decisions, issues and plans with project team
Coordinated with the development team to ensure that specifications are understood
Supports projects through all production and post-production activities

Environment: Windows XP, MS-Office Suite, MS SharePoint 2007/2010, SQL Server, MS Visio
BNP Paribas, Houston, TX
Business Analyst

Aug 2008- Dec 2010

BNP Paribas is a leader in global banking and financial services. It is a universal bank split into three
strategic business units, namely "retail banking", "corporate & investment banking", and "investment
solutions", which includes asset management, custodial banking, and real estate services. The project
reported to the corporate data warehouse for the online trading system. The reporting system was to
capture the KPI such as the trade volumes, number of trades, on the counter trades, and exchange
trades, broker dealer trades, trade fees with respect to the dimension such as customers location,
security type, exchange traded Fees payables, etc.
Responsibilities:

Gathered the business requirements from the managers through JAD sessions, formal interviews
and surveys and worked extensively with the users and with different levels of management to
identify requirements, business events and to develop functional specifications.
Documented the business requirements in BRD, prepared data models, ERDs and process models,
DFDs.
Worked closely with fund managers, financial advisors, and technical team members and conducted
a thorough financial analysis to assess project returns.
Drafted project charter and devised a Work Breakdown Structure by decomposing the project
deliverables.
Identified the major activities as per the Software development lifecycle (SDLC) methodology
adopted for the project.
Prepared the Analysis reports in Word and Excel and presented to the managers for final approval.
Analyzed the reporting requirements feasibility with the Data Sources and prepared a GAP analysis
report.

Prepared a feasibility and impact analysis report for additional data capture and the test cases,
activity diagrams and sequence diagrams (ER Dimensional models).
Wrote Use cases to demonstrate the business requirements and assisted in developing business
models using Visio
Documented the Functional specifications in the FSD and created the project templates for Use
case specification, Change request form, functional specification documents and Business
Requirement documents and Defect status form.
Developed the Business Flow Diagram using MS Visio.
Prepared the users manual, conducted UAT and trained the users.

Environment: MS Project, MS Word, MS Excel, MS Visio, MS Office Suite, Windows Vista.

Education:
Masters in Public Administration (MPA)-2003
(3.8 GPA)
University of New Haven, West Haven, CT