Anjulee Samarasinghe Email & Phone Number

Melbourne, Victoria, Australia

Sri Lanka

· Conducted workshops to collect requirements and information on businessprocesses· Worked closely with the product manager in prioritising the backlog for each release.· Analysed existing systems, integrations, databases and recommended product enhancements· Performed business process mapping to analyse customer business scenarios· Designed new features and prepared requirement specifications using Confluence· Conducted presentations and training demos for the Acumatica global team· Conducted user acceptance testing for new features· Oversaw onboarding activities and training for the local team· Researched competitors to identify market trends and performed gap analysis· Mentored and coached team members in improving field service domain knowledgeSupport Lead· Responded to customer inquiries received from customers and partners resolving issues promptly andeffectively· Troubleshot reported incidents and exercised critical thinking to resolve customer support issues.· Provided expert advice on application configurations and how to use the application.· Documented customer interactions and track issue resolution· Worked closely with cross functional teams to resolve support issues and to provide prompt solutions.· Monitored support case queue and managed support case priorities· Assigned support tasks to junior analysts making sure each analyst had a manageable support case load andthe cases they handled improved their skill level· Managed support request escalations and ensured solutions/workarounds were provided while meeting SLAs.· Created and maintained knowledge base articles for the support team· Mentored and coached analysts in the support process and about issue troubleshooting.

Colombo, Western, Sri Lanka

Colombo

· Worked closely with the product management team to collect requirements. Defined and analysed business· requirements for IFS new generation service management solution.· Translated customer requirements into written user stories to be used in the development phase· Conducted UX prototyping using online tools (Balsamiq cloud)· Communicated and explained business requirements to team members for comprehension andimplementation of functional solutions· Performed internal system acceptance testing to deliver well-tested enhancements and meet businessrequirements.· Prepared end-user training materials and help documentation.Support Analyst· Troubleshot incidents reported by global IFS customers and partners. Recommended workarounds andidentified bugs.· Handled support escalations and to ensured that solutions were provided according to SLAs.· Planned bug fixes for the support release updates. Tested and delivered bug fixes for the releases.· Documented customer interactions and updated internal case logging system accurately and promptly· Collaborated with team members to share best practices and enhance overall service qualityScrum Master· Managed 10+ member diverse team (Sri Lanka and Sweden) through out a IFS cloud project by managingtasks, actions, scrum events, meetings, demos and monitoring the process while guiding the team towardsachieving sprint goals.

Colombo, Western, Sri Lanka

Colombo

*Providing expert functional knowledge to resolve customer issues.*Involving in designing functional flows based on customer requirements. *Identifying and resolving software flaws*Preparing end user documentations. *Coaching the team members in managing product and sprint backlog, facilitating agile meetings such as sprint planning, retrospective meetings and daily standups as the Scrum Master

*Requirement elicitation and analysis *Defining Project Scope and Estimating project scopes *Proposing solutions based on client requirements and documenting the solutions*Driving the projects and ensuring customer requirements are met by liaising between customers and internal teams. *Discussing, analyzing and preparing Change Requests. *Over looking preparation of technical documentations

Sri Lanka

*Requirement elicitation and analysis*Preparation of Business Requirement documents based on customer requirements*Manage Communication with Stakeholders *Preparing user manuals and training materials* Involving in Pre sales activities including positioning and proposal writing

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Science (Bsc), Computer Science, Statistics And Mathematics

Professor W.S. Fernando Gold Medal for Statistics

Passed Finalist

Education record