PALLAVI SURANJIKA BEHURA
San Francisco,USA
Summary
Over 6+ years of experience as an accomplished facilitator between Business Systems and Information Technology and having working experience in Data Centre/Telecom, Banking anTransportation.. Comprehensive knowledge of all phases of Software Development Life Cycle (SDLC). Experience working as a Scrum Master with Agile(scrum), RUP, Waterfall methodology and thorough understanding of ITIL/ITSM processes. Proficient in creating Business Requirements Document (BRD), Functional Requirement Document (FRD), Business Case & other assisting documents (like User Manual)Solid experience in creating the PProduct and Sprint Backlog during the sprint and conducting all Scrum ceremonies such as Daily Scrum, Sprint planning and Sprint Retrospective.Experience in conducting Gap Analysis, Impact/Risk Analysis & Stakeholder Analysis. Skilled in preparing User Requirement Documents, Use Case Specification, Requirement Traceability Matrix (RTM) & RACI (Responsible Accountable consultative & Informative). Acquired tremendous skills in conducting JAD sessions, JAR Sessions, Surveys, Questionnaires, Brainstorming, Walk-Throughs & Interviews. Significant experience in developing Mock-up screens, Wireframes, Prototypes, Demo Presentation & Walk-through sessions for Stakeholders and Project team Members. Experience in making Wireframe Diagrams, Sequence diagrams, Class and Context Diagrams, Swim lane Diagrams Flow Diagrams & Activity diagrams, ER Diagrams. Experience in using JIRA & HP QC/ALM for writing requirement, issue tracking and generating reports throughout application development life cycle. Hands - on experience in implementation of various IT processes on ServiceNow such as Incident and Problem Management. Great IT Service Management (ITSM) experience in Service Catalog, Requirement Fulfillment, Self Service Portal, Incident Management, Change Management, Problem Management, Learning Management on BMC Remedy & ServiceNow platform. Involved in creating the ad-hoc reports in ServiceNow. Good Knowledge of ADA Regulatory Compliance and WCAG 2.0 Level A & AA Compliance Risks.Proficient in Online as well as Mobile Banking Applications.. Experience in working on site/off site resources to fix queries during SIT & UAT Experience in conducting Pre-UAT and User Accepting Testing (UAT) cycles, preparing & reviewing a Detailed Test Plan & Test Cases utilizing knowledge of the functional application. Experience in creating Process Improvement document. Experience in production support for defects and enhancements, bug fixes and being point of contact.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Business Analyst
San Francisco Transportation Agency (SFMTA)
San Francisco, USA
03.2023 - Current
- Worked closely with departmental managers to develop more efficient ways to complete various business processes including Incident management throughout the program.
- Created various business processes for creating reports that were implemented to enhance the Customer Incident Management using Salesforce CRM portal.
- Documented software/business solutions and business processes using Visio and documented workflow for current and future-state processes.
- Created complete description and process workflows related to the customer call flow to report incidents regarding digital signs and Muni mobile app.
- Conducted user experience research to get qualitative input and develop an end-to-end incident business processes.
- Conducted meetings for Vendors and Stakeholders and organized the meeting minutes using Copilot AI.
- Provided support for troubleshooting issues to prevent service interruptions and attended to customers complaints using ServiceNow Platform.
- Coordinated with SFMTA’s helpdesk and first level application support staff as needed to triage customer complaints.
- Worked with the Muni Mobile App team to test the new Mobile app that was released in December 2023 including features like Trip Planning and Mobile Ticketing.
- Provided support for Troubleshooting various Customer Incidents reported by the mobile app users via 311 Customer call center and feedback forms.
- Updated the legacy customer incident reporting and triaging process and developed a robust solution to fulfill customer needs.
- Worked with Muni Mobile service desk lead and helped reduce the number of customer incidents reported by the users.
- SFMTA is an agency based in San Francisco, CA which oversees public transport, taxis, bicycle and pedestrian infrastructure for the City of San Francisco.
Sr.Business Analyst/Jr Product Owner
Bank of the West
San Ramon, USA
05.2021 - 02.2022
- Gathered & Analyzed requirements from the vendor Fiserv about the existing app and related APIs and documented them in JIRA as Epics & Stories.
- Worked with the Product Owner to create the Business Requirements Document and other project specific documents as needed.
- Worked with the Zelle Product Manager/Owner to understand what business opportunity/problem can be solved and enhanced along with the ability to clearly articulate the client experience/impact.
- Arranged JAD meetings to successfully understand the old and new version of the TransferNow app and do a thorough Gap Analysis to analyze the AS-IS & TO-BE scenarios and mitigate any critical business functions such as API call performance.
- Facilitated requirement meetings between the Bank's design team and Fiserv's Technical team to understand each and every APIs (REST).
- Worked on UI design tools like Figma & Axure to create prototypes and wireframes for the technical team to better understand the requirements.
- Create and manage API documentation in confluence compiling a list of GET & POST HTTP Methods for UI testing.
- Supported & Worked with QA Teams to perform regression testing and load test for the REST API calls using Postman.
- Gathered real-time Customer Feedback using in-house feedback analysis tool and put together reports about the customer desires regarding the Product.
- Worked with the PO to mitigate high/low level operational risk for the app.
- Participated and conducted all Scrum ceremonies.
- Facilitated Scrum meetings and gathered artifacts and conducted Daily Stand ups.
- Bank of the West is an American financial institution, a subsidiary of the French international banking group BNP Paribas having more than 600 branches and offices in the United States.
Business System Analyst/Jr Scrum Master
Equinix, Inc
Sunnyvale, USA
10.2019 - 04.2021
- Gathering & Analyzing the ITSM business requirements for new implementations.
- Created Process flows and diagrams to document the user requirements using Visio.
- Involved in Implementation of multiple ITSM modules: Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, Availability, and Service Level Management.
- Facilitated requirement gathering sessions like Joint Application Development (JAD), Meetings with Business to capture Business/Functional requirement for to be system and documenting it as User Stories.
- Meeting with business stakeholders to identify, assess, document, and review business requirements & create User stories and manage story backlog with requirements for sprints through enhancements intake process.
- In-depth knowledge for creating User Stories and maintaining the Product and Sprint Backlog.
- Determined accurate Acceptance Criteria for the User Stories and owning them during the Backlog Refinement sessions with the Dev team.
- Documenting and creating wireframes and prototypes using Axure.
- Evaluate the Change Request impact and risk to the client’s infrastructure in ServiceNow & review existing IT processes in ServiceNow to identify areas of improvements & enhancements.
- Documented status reports, created presentations, performed analysis and organized content to share with other team members.
- Worked as a Scrum Master and have good knowledge about Agile Projects with handling Scrum teams offshore and onsite.
- Break down requirements into Epics, Features, and Product Backlog Items using JIRA.
- Perform QA testing & UAT of user stories from approved Sprint for scheduled deployment & provided support for User Acceptance Testing with UAT cases and resolved issues with the users.
- Conducted Business UAT kick off sessions and assisted the team through testing.
- Assisted in Release Management during product and patch releases and lead the offshore team in training sessions, code reviews and biweekly/monthly team meetings.
- Equinix, Inc. is an American multinational company headquartered in Redwood City, California, that specializes in internet connection and data centers.
Business Analyst
Wells Fargo Bank
San Francisco, USA
04.2019 - 09.2019
- As an IT Business Analyst, I was involved in three different squads for the TMPS Remediation Program to lower the regulatory risk while making it compliant with ADA Title III, WCAG 2.0 and AA and Department of Justice.
- Squad 1 & 2 (Tactical): The project involved remediation of about 28 apps with critical, high and medium severity defects to meet Digital Accessibility Policy which impacted core functionality to be resolved which was supported by product and application teams.
- The outcome of the program was to have all the application that provide PDF reporting ensure that one comparable report is accessible to all kinds of disable users(HTML, Excel).
- Squad 3 (Redesign): The project involved addressing the required remediation for the customers with disabilities facing the Treasury, Merchant and Payment Solutions (TMPS), Desktop Deposit (DTD)& CEO Mobile application in order to provide an accessible user experience both in desktop and mobile devices.
- Worked as a part of scrum team, in an agile methodology with sprint cycles, daily stand ups and story grooming & implementation.
- Worked closely with the Product Owners and gathered requirements about the enhancements required in the application and documented the functional specification for the changes & secured approval from business stakeholder.
- Involved in gathering requirements from stakeholders and SMEs of the application and document them as user stories using JIRA.
- Experience in building Platform features, user stories, and maintain backlog with priorities, using JIRA platforms.
- Create story board of back log items in Agile and develop item according to business needs using JIRA.
- Adding required information into user stories such as business value, scope of change, non-functional requirements and acceptance criteria.
- Involved in conduction JAD sessions for discovery of any new requirements with users, Functional Lead & SMEs to understand and articulate business requirements, creating Functional Requirement Specifications (FRS) based on Business need and manage change request from customers and communicated with end users and made changes to related BRDs and FRS.
- Based on the change request modified existing Use case documents and uploaded modified version on share point server.
- Developed As-Is flow diagrams and To-Be process flow diagrams then, assessed the changes from current state to identify and deliver the training needs of business users as GAP Analysis.
- Worked closely with the Interaction Designer /Customer Experience (CXD) team about the design and development of the new application.
- Assisted the design team in making Wireframes and Mockups and developed the story writing strategy.
- Assisted ADA QA team by reviewing test cases and clarifying requirements to ensure complete coverage of ADA requirements.
- Planned the UAT testing, test plans, test cases and worked with the business users for UAT test execution in JIRA.
- Involved in functional and regression testing and used HP ALM for test case preparation and defect Management.
- Worked with the Tableau team for analytics and reporting strategy.
Education
Master’s - computer science
NORTHWESTERN POLYTECHNIC UNIVERSITY
Fremont, CA, USA04.2017
Skills
- IT service management
- ServiceNow
- JIRA
- Clarity-PPM
- JAMA
- MS Project
- Axure
- Figma
- Balsamic
- MS Visio
- MS SharePoint
- MS Excel
- MS Office Suite
Certification
PSM-1 (Certified Scrum Master)
Timeline
Business Analyst
San Francisco Transportation Agency (SFMTA)
03.2023 - Current
Sr.Business Analyst/Jr Product Owner
Bank of the West
05.2021 - 02.2022
Business System Analyst/Jr Scrum Master
Equinix, Inc
10.2019 - 04.2021
Business Analyst
Wells Fargo Bank
04.2019 - 09.2019
Master’s - computer science
NORTHWESTERN POLYTECHNIC UNIVERSITY