Samreet Kaur
Analyst (Business & IT)
Toronto
Summary
Certified ECBA® Business Analyst with years of progressive experience delivering business solutions through data analysis, stakeholder engagement, and cross-functional collaboration in Agile environments. Proven track record in requirements gathering, user acceptance testing, and driving process improvements across financial services and public sector projects. Adept at translating business needs into technical solutions and using tools like SQL, Excel, and Salesforce and other tools to generate insights. Known for adaptability, structured communication, and driving efficiency in product and system development cycles.
Overview
5
5
years of professional experience
2019
2019
years of post-secondary education
6
6
Certifications
Work History
Business Analyst
Children, Youth & Community Services at Ontario Government
05.2023 - 04.2024
- Elicit, Analyze and develop technical requirements based on solution documentation.
- Conducted data analysis via Salesforce CRM and Excel to drive decision-making and continuous improvement.
- Facilitated Scrum ceremonies including daily standups, sprint reviews, and retrospectives.
- Maintained product backlog and prioritized user stories aligned with business goals.
- Collaborated with IT and business stakeholders to define scope and ensure alignment across deliverables.
- Supported user acceptance testing (UAT), release planning, and defect triage.
- Bridge the gap between business and IT, ensuring common understanding and IT/business alignment of both functional (for business needs) and non-functional requirements (such as reporting, performance, interfaces, and constraints)
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Help create release plans for each of the team's major releases, and sprint planning
- Reviewed reports from end users to identify bugs or defects in the system.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Ability to prioritize competing requests from multiple partners and multi-task a variety of requests at one time
- Support inquiries from key internal and external partners and provide timely responses
Associate Technical Analyst (Business)
Fundserv
12.2022 - 05.2023
- Analyzed system data and proposed automation strategies to improve client response accuracy and SLA adherence.
- Authored functional requirements and test documentation for internal systems and client platforms.
- Conducted testing and analysis using XML, Oracle, and Unix tools to identify and resolve system gaps.
- Create and maintain high-quality documentation for Functional Requirements, including the production and user acceptance testing.
- Perform data queries, mapping, and gap analysis between associate intermediaries, manufacturers, and downstream dealers.
- Conduct the required testing to ensure clients comply with company policies and can conduct business through the business model.
- Participated in disaster recovery planning and exercises to ensure business continuity in the event of system failures.
- Manage the traceability of business requirements to the Test Plan and Results.
- Assist in projects, providing tracking to technical teams, and status and milestone updates to internal and business stakeholders.
- Authored test reports, software documentation and application manuals.
IT Analyst
Suncor (Pathway Communications)
04.2022 - 12.2022
- Investigated technical issues, escalated complex incidents, and contributed to knowledge base documentation.
- Conducted root cause analysis of system failures affecting POS systems at retail fuel locations.
- Supported production systems monitoring, ensuring system availability for critical business operations.
- Documented user complaints and inquiries for use in technical documentation and bug tracking.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Assisted employees with password resets, account unlocks, and security settings adjustments via tickets within active directory.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Supported the development team during the deployment process by providing guidance on best practices for system configuration.
- Conducted remote diagnostics to identify and solve technical problems.
Incident Response Analyst
CIBC Bank
03.2021 - 03.2022
- Responded to and documented business-critical incidents, collaborating with internal teams for swift resolution.
- Recommended process improvements to reduce recurrence of high-impact issues.
- Managed user provisioning, system access, and profile updates via Active Directory.
- Prepared correspondences, maintained user logs and records on technical issues, and provided ongoing support to build rapport and disseminate information.
- Created a developing knowledge base of common issues, descriptions, and resolutions.
- Configured and administered users with virtual machine issues.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Identifying and suggesting process improvements to enhance the incident response capability of the organization.
- Responding promptly to incidents, analyzing them, and providing real-time responses.
- Created and administered profiles and accounts, also maintaining systems documentation within active directory
- Provided remote assistance to off-site employees experiencing technical difficulties while maintaining high levels of data security protocols at all times.
End User Support Analyst
Shaw Communications ( Gatestone & co.)
11.2018 - 03.2021
- Provided L1/L2 support, resolved technical issues, and documented incidents in ServiceNow.
- Worked with cross-functional teams to improve ITSM processes and system uptime.
- Handled service issues by providing guidance or escalating for advanced support.
- Responded to IT service requests within SLA guidelines established by the organization.
- Diagnose and resolve technical problems encountered by users.
- Collaborated with internal teams to develop solutions to improve system stability and performance.
- Documented all interactions and resolutions in the ticketing system for future reference and reporting with service now.
- Resolved complex technical problems with innovative troubleshooting techniques and clear communication to users.
Education
Bachelor of Science - Software Engineering Technology
Centennial College
Post-Secondary Diploma - Business Analytics
Centennial College
Skills
Business Analysis: Requirements Elicitation, Gap Analysis, UAT, Stakeholder & Product management
Agile & Project Delivery: Scrum Ceremonies, Sprint Planning, Release Management, JIRA
Data & Tools: SQL, Excel (PivotTables, VLOOKUP), Tableau, Salesforce CRM, R
Testing & QA: Test Case Design, User Acceptance Testing, Defect Tracking
Methodologies: SDLC, Agile, Waterfall, IIBA BABOK
Communication & Collaboration: Cross-functional Teams, Technical Writing, Risk Assessment
Certification
ECBA® – IIBA (Feb 2025)
Timeline
Business Analyst
Children, Youth & Community Services at Ontario Government
05.2023 - 04.2024
Associate Technical Analyst (Business)
Fundserv
12.2022 - 05.2023
IT Analyst
Suncor (Pathway Communications)
04.2022 - 12.2022
Incident Response Analyst
CIBC Bank
03.2021 - 03.2022
End User Support Analyst
Shaw Communications ( Gatestone & co.)
11.2018 - 03.2021
Bachelor of Science - Software Engineering Technology
Centennial College
Post-Secondary Diploma - Business Analytics
Centennial College
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