BENJAMIN SHAIBU
Business System Analyst & Support Analyst Professional
Richmond,TX
Summary
Highly skilled Support Analyst and Business Systems Analyst with over 8 years of experience in managing complex IT systems, analyzing business processes, and providing technical support across diverse technologies & industries. Proficient in both Waterfall and Agile methodologies, with a strong ability to bridge the gap between business needs and technology solutions. Adept at identifying opportunities for process improvement, ensuring the smooth operation of systems, and delivering high-quality support services.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Business Systems Analyst / Support Analyst
UnitedHealth Group
01.2023 - Current
- Led business analysis efforts across multiple enterprise-wide projects, utilizing ServiceNow to gather and analyze stakeholder requirements
- Collaborated with cross-functional teams to design and implement tailored technical solutions aligned with organizational objectives
- Oversaw system performance management by identifying and resolving issues, driving improvements in overall functionality
- Conducted user acceptance testing (UAT) to ensure alignment with business requirements before deployment
- Supported the refinement of business requirements and facilitated quality assurance and acceptance testing activities
- Designed, developed, tested, and debugged complex software components, ensuring compliance with high standards for functionality
- Provided implementation, production, and upgrade support for software components of advanced complexity to maintain optimal system performance
- Facilitated communication between application teams and the user community by coordinating system enhancements and offering production support
- Collaborated with end-users to define detailed business requirements and create use cases applicable for systems configuration or development initiatives
- Managed creation of user and technical documentation adhering to departmental standards for clarity and consistency
Business Systems Analyst / Support Analyst
Regions Bank
03.2019 - 03.2022
- Participated in reviewing, analyzing, and recommending enhancements to banking systems and procedures
- Evaluated existing IT systems and processes to identify inefficiencies and improvement opportunities
- Analyzed system requirements, documenting areas requiring upgrades or modification
- Acted as a liaison with end-users to collect additional specifications and desired features for system development
- Designed and implemented new system frameworks to address business needs effectively
- Collaborated with IT teams and developers to deliver innovative technical solutions
- Conducted testing of program changes to ensure optimal performance, reliability, and security standards were achieved
- Maintained robust backup and recovery systems for data protection initiatives
- Developed detailed internal policies and procedures aimed at standardizing IT practices across departments
- Delivered training sessions for users on newly deployed systems while providing ongoing technical support
Business systems analyst / Support Analyst
Kroger
07.2017 - 02.2019
- Installed, configured, and maintained software, hardware, and networks to ensure seamless IT operations
- Monitored system performance and troubleshoot issues to minimize disruptions and maintain efficiency
- Ensured the security and efficiency of IT infrastructure through proactive measures and best practices
- Delivered expert technical support to end-users, effectively resolving service disruptions to enhance satisfaction
- Collaborated with business stakeholders to gather requirements, define workflows, and document technical specifications for alignment with project goals
- Analyzed business requirements in partnership with stakeholders and subject matter experts, contributing to developing new software and features
- Facilitated workshops to align projects with business objectives while resolving issues promptly during implementations
- Participated in waterfall and agile project methodologies, ensuring accurate definition and delivery of project scope and requirements
- Provided system and application training for users, improving productivity levels and overall user satisfaction
- Assisted in system upgrades and integrating new features, ensuring compatibility with existing infrastructure while supporting the transition from waterfall to agile processes through sprint planning and backlog refinement
Application Analyst
Keller Williams Realty
06.2016 - 07.2017
- Diagnosing and troubleshooting technical issues through ServiceNow to ensure timely resolution
- Managing the ServiceNow catalog, including requirement gathering and ticket assignment to appropriate teams
- Collaborating with internal and external parties to install, configure, and update software systems
- Supported routine IT operations through daily tasks such as file imports and monitored nightly job completions for accuracy
- Providing administrative and help desk support for software applications, ensuring smooth daily processing activities
- Preparing reports and information for routine board or management reporting needs
- Ensuring accurate logging of issues to facilitate efficient tracking and resolution processes
- Assisting in the preparation of reports and documentation required for internal audits or governmental compliance
- Participating in incident and problem management processes to address system disruptions effectively
- Creating Active Directory (AD) users, configuring group policies (GPOs), and responding promptly to service disruptions or outages while working towards service restoration
Education
Bachelor's Degree - Accounting
University of Lagos
Lagos, Nigeria 01.2009 - 01.2013
Skills
Tools & Technology: JIRA, Azure DevOps (ADO), Confluence, MS Visio, Microsoft Office 365 suite, SQL, ServiceNow, Salesforce, Rally, Trello, Power BI, Tableau, clarity and various CRM tools, Active Directory
Business analysis: Requirements gathering (BRD), process modeling, stakeholder management, and translating business needs into technical specifications
System support & troubleshooting: Technical support for software, hardware, and network issues, resolving incidents, and ensuring operational continuity
Agile methodologies: Facilitating agile ceremonies (scrum, kanban), backlog management, sprint planning, and cross-functional team collaboration
Waterfall methodology: Managing Full project lifecycle, from planning and requirements gathering to execution and testing
Data analysis: Ability to analyze large datasets and generate actionable insights for business decision-making utilizing tools like Excel, Power bi, and Tableau and Leveraging SQL for extraction and data manipulation
Documentation & Reporting: Creating user manuals, process documentation, and system requirements documentation (SRS)
Project management: Coordinating project tasks, timelines, and resources, and delivering results on time and within budget
Customer support & training: Providing end-user support, delivering training sessions, and assisting in the adoption of new systems
Certification
Certified Business Analyst professional - CBAB
Timeline
Business Systems Analyst / Support Analyst
UnitedHealth Group
01.2023 - Current
Business Systems Analyst / Support Analyst
Regions Bank
03.2019 - 03.2022
Business systems analyst / Support Analyst
Kroger
07.2017 - 02.2019
Application Analyst
Keller Williams Realty
06.2016 - 07.2017
Bachelor's Degree - Accounting
University of Lagos
01.2009 - 01.2013