NONYE NWOKO
Business Analyst
Calgary,AB
Summary
IT Business Systems Analyst with over a decade of experience delivering enterprise system solutions, ERP implementations, and digital transformation initiatives. Skilled in requirements elicitation, process optimization, and system integration across financial services, nonprofit, and technology sectors. Adept at bridging business needs and IT delivery through strong collaboration, data-driven insights, and project management. Proven record supporting enterprise systems (Salesforce, Oracle Flexcube, LMS, and cloud-based platforms) to enhance operational efficiency, compliance, and user experience.
Overview
12
12
years of professional experience
5
5
Certification
Work History
Business Analyst
Canadian Red Cross
10.2023 - Current
- Project 1: Implementation of a Learning Management System D2L By Brightspace
- Project 2: First Aid Curriculum Revision Project (12+ Courses)
- Lead comprehensive requirements elicitation using JAD workshops, stakeholder interviews, and process analysis to define loyalty workflows for customers and training partners, streamlined discovery, ensuring early alignment on goals and constraints.
- Prepare weekly sprint and milestone status updates for project sponsors, including deliverables completed, blockers, and upcoming risks, improved visibility and alignment across departments.
- Analyze system performance feedback and identified areas for operational improvement, resulting in actionable changes to workflow automation and stakeholder alignment.
- Identify project risks during stakeholder discovery and developed proactive mitigation plans, reducing delivery delays and improving resolution of issues during implementation phases.
- Report KPIs and progress to senior leadership during governance meetings; tracked performance metrics and proposed improvements.
- Supported change management by leading stakeholder training, creating communication plans, and managing resistance during major platform migrations.
- Partnered with IT teams and vendors to implement the Brightspace LMS platform, aligning business requirements with system configuration and integration needs.
- Created process documentation, training materials, and user guides to support rollout and adoption across multiple departments.
- Managed issue logs and coordinated release readiness for system updates and data synchronization.
Business Systems Analyst/Scrum Master
Bank of Montreal (BMO)
12.2022 - 10.2023
- Project: Digital & Wealth Platform Integration – BMO InvestorLine (SSO Enablement Project)
- Led business analysis activities for integrating two mobile platforms, BMO InvestorLine and Everyday Banking, via a new Single Sign-On (SSO) feature to streamline user access and encourage cross-platform investment engagement.
- Collaborated closely with Product Owners, UX designers, and developers to co-design the flow of the InvestorLine mobile app.
- Monitored solution performance post-launch, collecting business feedback and adjusting App flows for improved customer experience.
- Facilitated scrum ceremonies, including planning, daily standups, retrospectives, reviews, and refinement, aligning backlog grooming with delivery milestones.
- Designed detailed use cases and process flows for the SSO capability, covering all investment account types and digital touchpoints, ensuring comprehensive access and a frictionless user experience, resulting in increased customer satisfaction.
- Owned delivery of cross-platform SSO feature, reported results to executive sponsors, and monitored adoption KPIs post-launch.
- Collaborated with QA teams during sprint-end reviews to validate completed features against user stories and acceptance criteria, resolved critical defects early, and maintained consistent sprint velocity.
- Outcome: The integrated SSO feature boosted digital user engagement by improving access convenience, led to a measurable increase in investment activity, and received positive customer feedback across both platforms, reinforcing BMO’s digital innovation objectives.
Business Systems Analyst
Concentrix
01.2021 - 12.2022
- Project: Integration of OKTA and Twilio to Salesforce Service Cloud to Unified Agent Access & Communication
- Led the integration of Okta Single Sign-On (SSO) into the Salesforce Service Cloud platform, enabling agents to access multiple systems securely with a single login, enhanced security compliance, and reduced login-related support tickets by 30%.
- Served as escalation point for technical integration issues across Salesforce, Okta, and Twilio, coordinating with vendors and IT teams.
- Produced interface specifications for integrating Salesforce with Okta SSO and Twilio APIs, defining security protocols and data exchange requirements between cloud platforms and internal systems.
- Gathered and translated business requirements for integrating Twilio’s SMS and voice capabilities into the call center platform, enabling agents to engage with customers in real time, enhancing agent efficiency.
- Coordinated application readiness and deployment tracking during the integration of Okta SSO and Twilio into Salesforce Service Cloud, ensuring seamless user access and communication features were delivered on schedule through effective release coordination with IT, security, and business teams.
- Conducted comprehensive testing and validation of integrated systems, ensuring functionality met business requirements and compliance standards, resulting in a 90% success rate in user acceptance testing (UAT).
- Provided training and support to end-users post-implementation, creating user guides and conducting workshops, which led to a high adoption rate within the first month of deployment.
Business Analyst
Ecobank Pan African Bank
04.2015 - 10.2020
- Project: Anti-Money Laundering (AML) System Implementation Project
- Project: Core Banking Application & Server Upgrade: from Temenos Globus to Oracle Flexcube
- Collaborated with business units and IT teams to elicit and document migration requirements in Agile epics and stories using JIRA and Confluence, ensuring full traceability from requirements to deployment.
- Supported application decommissioning and migration by validating data mapping and ensuring application compatibility with Oracle Flexcube, minimizing errors post-upgrade.
- Converted loans data from legacy systems into Oracle Flexcube using internal transformation tools and collaborated with vendors to align data load processes with system readiness.
- Conducted business process mapping and gap analysis using Visio and Figma, identifying critical differences between legacy and target systems, which informed customizations in Oracle Flexcube.
- Designed data mapping specifications and used SQL to validate and reconcile legacy data, achieving a data accuracy rate of 99.8% during migration and ensuring uninterrupted customer transactions post-go-live.
- Defined source-to-target mapping and interface rules between legacy loan systems and Oracle Flexcube; collaborated with system vendors to ensure compliance and compatibility.
- Maintained SQL reports/dashboards to monitor data integrity and provide insights for decision-making.
- Supported regulatory alignment by translating compliance rules (AML, policy changes) into functional requirements and system logic, ensuring audit readiness.
- Performed SQL-based data analysis to identify anomalies in transaction patterns, supporting rule tuning and refinement in the AML engine, which enhanced risk flagging accuracy by 35%.
Client Service Manager
Ecobank Pan African Bank
08.2013 - 03.2015
- Collaborated with IT and business teams to migrate from Temenos Globus to Oracle Flexcube, ensuring data accuracy and functional alignment across modules.
- Validated system workflows and ensured compliance with regulatory and audit requirements.
- Coordinated testing, defect management, and release readiness with vendors and QA teams.
- Developed technical documentation, interface specs, and mapping sheets supporting system integration.
- Analyzed customer pain points and recurring service challenges, proactively implementing process improvements and team training that reduced average wait times by 35% and improved first-contact resolution rates.
- Led onboarding and cross-training of customer service staff across banking products and digital platforms, fostering a knowledgeable, versatile team supporting in-person and remote service delivery.
- Monitored daily service metrics and generated reports for branch leadership, using data insights to forecast staffing needs and inform strategic decision-making.
- Acted as the primary escalation point for complex customer issues, resolving high-stakes complaints with professionalism and empathy, often turning negative experiences into opportunities for customer retention.
Education
Bachelor of Science -
Maid. University
Skills
- Project Management: Led full lifecycle system upgrade and integration projects, managing risk, timelines, and stakeholder communication using Agile and Waterfall
- Business Process Analysis: Skilled in mapping, documenting, and improving business processes using Visio, Lucidchart, and BPMN standards
- ERP & Enterprise Systems Support: Experienced in system configuration, workflow automation, and integration testing across platforms like Oracle Flexcube, Salesforce, and D2L LMS
- IT Solution Design & Implementation: Partnered with developers to translate business requirements into technical specifications, ensuring alignment with architecture standards and compliance
- NetSuite & Cloud Application: Knowledge of role management, dashboards, workflow design, and user support aligned with operational needs
- Change Management & Training: Delivered user training, system documentation, and post-go-live support to improve adoption and reduce user errors
- Escalation & Risk Management: Experienced in serving as the primary escalation point, proactively identifying risks, resolving technical and business issues, and implementing contingency plans to maintain project continuity
- SQL & Data Analysis: Hands-on experience using SQL and reporting tools to validate data migrations, perform root-cause analysis, and generate insights that inform business decisions and process improvements
Certification
- Project Management Professional (PMP) – PMI
- Certified Business Analysis Professional (CBAP) – IIBA
- SAFe 5.1 Certified
- Lean Six Sigma Yellow Belt – ASQ
- Salesforce Admin Certified – Salesforce
- Salesforce Sales Cloud Certified - Salesforce
- Salesforce Service Cloud Certified - Salesforce
- Agile Scrum Master – Scrum Alliance
Languages
English
Full Professional
French
Limited Working
Timeline
Business Analyst
Canadian Red Cross
10.2023 - Current
Business Systems Analyst/Scrum Master
Bank of Montreal (BMO)
12.2022 - 10.2023
Business Systems Analyst
Concentrix
01.2021 - 12.2022
Business Analyst
Ecobank Pan African Bank
04.2015 - 10.2020
Client Service Manager
Ecobank Pan African Bank
08.2013 - 03.2015
Bachelor of Science -
Maid. University