Joe Sousa
Mississauga,Canada
Summary
Results-driven IT Professional with over 20 years of experience in leading medium to large scale testing initiatives and cultivating strong relationships across project teams and vendors. Demonstrated expertise in quality assurance methodologies, software process improvement, and business analysis. Proficient in Microsoft Dynamics 365 CE, Power Platform, and various SDLC methodologies including Agile and Waterfall. Aiming to leverage extensive coaching and training skills to enhance team performance and drive project success.
Overview
11
11
years of professional experience
Work History
Senior Consultant
Hitachi Solutions Canada
07.2021 - Current
- Spearheaded Customer Service workstream implementations and Customer Service workspaces
- Defined status reason transitions for case management and configured rules for automatic record creation
- Set up and managed service-level agreements and knowledge management systems
- Customized the case resolution experience and led the functional consultant team in designing and configuring Customer Service-related entities, forms, and processes
- Utilized Power Automate Flows for process automation, enhancing operational efficiency
- Supported the Solution Architect in backlog refinement, demos, requirements gathering, and the Blueprint phase for Customer Service and Sales functionality
- Conducted workshops to gather business requirements and assisted in developing, structuring, and refining the backlog and requirements
- Contributed to content population for the blueprint presentation and supporting documents
- Leveraged Unified Routing for record routing automation and managed personas and security roles
- Created and managed classification and assignment rules for work items based on business rules, utilizing diagnostics and insights on assignment flow
- Over 10 years of hands-on configuration experience, including Lending Management systems, Customer Service, Customer Service workspace, and Sales Hub
- Led Sales workstream implementations for Sales Hub, customized Security Roles, tables, forms, and views, and created business process flows to align with business processes
- Assisted the Solution Architect in workshops for business requirements gathering, gap analysis, and solution development
- Authored documentation for the train-the-trainer initiative and conducted training sessions with the client training team
Senior Business System Analyst
Finastra
Mississauga
06.2017 - 07.2021
- Served as a subject matter expert, guiding customers and project team members through all phases of the project lifecycle and contributing to the development of tailored solutions
- Developed and maintained knowledge transfer documentation, and provided comprehensive end-user training
- Co-designed and implemented a Dynamics 365 Security model with the Solution Architect, utilizing out-of-the-box features and Microsoft Azure AD to enhance user experience for multiple organizations, including service providers and government entities
- Engaged with Product Management, Technical Leads, Client Executive Delivery, IT Managers, and global project teams to develop detailed requirements and solutions for a Customer Service System
- Interfaced with business stakeholders and subject matter experts to understand their challenges and needs
- Collaborated closely with Product Owners and Product Analysts to analyze business requirements, gather user, functional, and non-functional requirements, and translate these into User Stories for Scrum processes using Jira
- Facilitated various Scrum meetings with development teams to review functional specifications and design system solutions
- Finastra is the third largest Fintech Company in the world after combining the forces of Misys and D+H, offering the broadest set of retail banking, transaction banking, lending, and treasury and capital markets software capabilities available in the world
- The company’s open architecture and approach enable financial institutions to harness the power of software ecosystems and will be delivered on premises, hosted or via the cloud
Business System Analyst
D+H
Mississauga
03.2014 - 06.2017
- Oversaw the creation of business requirements, functional specifications, application configuration, quality control, and client demonstrations.
- Performed comprehensive analysis of existing workflows and designed optimized models.
- Conducted gap analyses to pinpoint inconsistencies between existing and target conditions of enterprise systems.
Education
Success by Design for D365 -
Microsoft: MB-200.4 -
Dynamics 365: Power Platform Test and Deploy
Microsoft: MB-200.3 -
Dynamics 365: Power Platform Integrations
Microsoft: MB-200.2 -
Dynamics 365: Power Platform Automation
Microsoft: MB-200.1 -
Dynamics 365: Power Platform Applications
CRM Boot Camp for Dynamics 365 -
PowerObjects
Unified Service Desk (US) for Dynamics 365 -
PowerObjects
Certified Tester Foundation Level -
ISTQB
Requirements Boot Camp Certificate -
Construx Software
SQL Programming 1 Certificate -
Netcor Inc.
Customer Service Certificate -
ReserveAmerica
Radio & TV Broadcasting -
Skills
- Microsoft Dynamics 365 CE
- Power Platform
- SDLC Methodologies
- Training
- Outsourcing partnerships
- Business Analysis
- Software Quality Assurance
- Analytical Problem Solving
- Consulting
- Strong leadership skills
Timeline
Senior Consultant
Hitachi Solutions Canada
07.2021 - Current
Senior Business System Analyst
Finastra
06.2017 - 07.2021
Business System Analyst
D+H
03.2014 - 06.2017
Success by Design for D365 -
Microsoft: MB-200.4 -
Dynamics 365: Power Platform Test and Deploy
Microsoft: MB-200.3 -
Dynamics 365: Power Platform Integrations
Microsoft: MB-200.2 -
Dynamics 365: Power Platform Automation
Microsoft: MB-200.1 -
Dynamics 365: Power Platform Applications
CRM Boot Camp for Dynamics 365 -
PowerObjects
Unified Service Desk (US) for Dynamics 365 -
PowerObjects
Certified Tester Foundation Level -
ISTQB
Requirements Boot Camp Certificate -
Construx Software
SQL Programming 1 Certificate -
Netcor Inc.
Customer Service Certificate -
ReserveAmerica
Radio & TV Broadcasting -
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