● Communicating with internal and external stakeholders and conducting interviews as necessary to understand current practices and determine possible areas for improvement.● Developing content, as required, for training modules, delivering training, and providing guidance to system users and department staff● Mapping end-to-end workflows using BPMN 2.0/flowcharts by working with SMEs● Delivering written and verbal presentations to an organization’s leadership to communicate key findings and updates on business process adjustments.● Participating in the design of high-level solutions using wireframes and mock-ups● Design intuitive solutions that add value for users while working closely with the development team to define functional specifications and the modifications required to achieve objectives (including non-functional requirements)● Providing technical support and leadership in the event of incident escalation or service interruptions, making sure incidents are resolved effectively● Analyzed current states of business processes (As Is), formulated future state (To Be), and performed a gap analysis● Evaluated and revised standard operating procedures (SOPs) to incorporate employee and management feedback● Initiated and managed stakeholder engagement, updating project documents as needed● Participated in the analysis and definition of efficient, cost-effective solutions that support client business products and processes and functional requirements● Developed improvements to existing processes to deliver improved business performance● Analyzed data collection spreadsheets and built reports that clearly articulated findings and outcomes● Managed operational processes and function as a liaison between cross-functional teams and vendors.

● Identified through the root analysis processes, issues that negatively impacted organization outcomes and/or the delivery of claim processes,underwriting and policy administration. and drafted actions to mitigate these issues● Performed business analysis tasks including the development of models and process flows for improved operational service delivery● Facilitated organizational capability redesign activities and workshops to improve system efficiencies and effectiveness● Identified and documented needs from different business perspectives (e.g., technology, people, process, data, report, application, etc.)● Worked closely with stakeholders and business units to develop business cases in support of the business requirements● Delivered re-engineering efforts consistently to the business on time and within scope – escalating major blockages/changes to scope to line management timely● Prepared system documentation including but not limited to high-level estimations, User stories, epics, requirements matrix, Solution Design Specifications, Detail Design Documents, capturing acceptance criteria and testing guidelines following the IT System Development Life Cycle (SDLC)● Documented process workflows using BPMN 2.0 and optimized processes using value stream mapping; increasing service delivery efficiency by 15%● Liaised and communicated requirements and expectations with the appropriate testing stakeholders to deliver quality business solutions● Collaborated with change management personnel to devise rollout strategies and assess adoption readiness of business in anticipation of software and/or process changes● Ensured that implementation teams and training teams are aware of release and application updates● Assisted in decreasing the turnaround time between initial request to delivery of key customer-centric business processes