Summary
Overview
Work History
Education
Skills
Systems And Tools
Certification
Timeline
Generic

Sharon E. Ileoba

Ottawa,ON

Summary

Dynamic Business Analyst with a proven track record at TELUS Health, excelling in requirements gathering and process improvement. Spearheaded initiatives that enhanced EMR workflows, achieving an 85% reduction in operational issues. Adept in Agile methodologies and stakeholder collaboration, driving impactful solutions that align technology with strategic goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Business Analyst

Health Standards Organization (HSO)
11.2023 - Current
  • Lead multiple cross-functional projects from initiation to delivery, coordinating stakeholders, development teams, and business units to align technology solutions with strategic goals.
  • Facilitate business requirements gathering sessions and validate requirements through workshops and collaborative reviews, ensuring effective CRM and Power Platform configuration.
  • Conduct gap analysis between business needs and system functionality; implement custom solutions in Microsoft Dynamics 365 modules including Finance & Operations, Sales Hub, Field Service, and PowerApps.
  • Oversee and contribute to the development and maintenance of client-facing portals, ensuring a seamless user experience through UI/UX feedback and iterative improvements.
  • Lead quality assurance testing by designing test cases and acceptance criteria in Azure DevOps, executing UAT, and triaging bugs and defects to the development team.
  • Document business processes using Microsoft Visio and BPMN 2.0, creating visual workflows to guide implementation, training, and optimization efforts.
  • Created a business case for Canada Post API integration, detailing feasibility, impact assessment, and operational benefits to support executive approval.
  • Actively participate in Agile ceremonies including sprint planning and backlog grooming, while managing Azure DevOps boards to track deliverables and team performance.

Business Analyst

TELUS Health
12.2021 - 11.2023
  • Facilitated workshops with clinical SMEs and application teams to gather business requirements, translating them into optimized configurations across EMRs such as PS Suites and CHR.
  • Managed and prioritized product backlogs using Jira and Confluence, ensuring timely delivery of enhancements and integrations aligned with clinical workflows.
  • Conducted root cause analysis using Jira dashboards and performance metrics to identify workflow inefficiencies, implementing corrective actions that reduced operational issues by 85%.
  • Designed and executed test strategies including UAT, system, and usability testing in Jira and Azure DevOps to ensure the delivery of compliant, stable EMR features.
  • Documented functional and non-functional requirements, user stories, epics, and acceptance criteria in Jira, improving collaboration between technical and business teams.
  • Triaged and tracked EMR defects using Jira, providing 24/7 support and ensuring resolution in collaboration with developers and support teams, maintaining high system availability.
  • Led end-to-end business process analysis using Microsoft Visio and BPMN 2.0, driving process redesign initiatives that improved operational efficiency by 95%.
  • Mapped and optimized business workflows to support successful EMR implementation, training alignment, and knowledge transfer to end-users.

Business Analyst

Rogers Communication
02.2021 - 12.2021
  • Delivered key findings and process improvement updates to leadership through presentations, enabling strategic decisions and enhancements to internal operations.
  • Managed and triaged ServiceNow request queues, analyzing enhancement and customization needs for platforms like Maestro and legacy systems, increasing workflow efficiency and system usability.
  • Mapped and analyzed end-to-end business processes using Microsoft Visio and BPMN 2.0, supporting effective service delivery redesign and compliance with IT governance.
  • Collaborated with stakeholders across business segments to improve billing workflows, reducing e-billing errors and significantly enhancing billing accuracy and customer satisfaction.
  • Developed and implemented back-office SOPs for resolving escalated tickets, adopted by technical teams to streamline support and improve resolution consistency.
  • Partnered with development teams to define and deliver functional and non-functional requirements, resulting in a 30% reduction in user-reported issues.
  • Provided hands-on support during incident escalations and service interruptions, ensuring rapid recovery and maintaining 99% uptime across critical legacy systems and Maestro.

Business Analyst

IKEA
12.2018 - 02.2021
  • Managed the ServiceNow request queue, analyzing and processing enhancement requests across various support teams, driving improvements in system usability and service delivery.
  • Mapped and optimized end-to-end business processes using Microsoft Visio and BPMN 2.0, facilitating clear understanding for internal stakeholders and implementation teams.
  • Led re-engineering efforts of customer-centric workflows, improving turnaround time between service requests and fulfillment and enhancing customer satisfaction.
  • Collaborated with change management leads to design rollout strategies and assess readiness for software/process changes across business units.
  • Created user training documentation and facilitated testing efforts in collaboration with QA teams, ensuring effective knowledge transfer and adoption.
  • Liaised with testing stakeholders and implementation teams to deliver high-quality business solutions on time and within project scope.
  • Supported incident resolution and application updates, ensuring continuous service availability during process upgrades and platform changes.

Education

Master of Business Administration - Financial Management

Ladoke Akintola University of Technology
Nigeria

Bachelor of Science - Accounting

University of Nigeria
Nsukka, Nigeria

Skills

  • Business Analysis
  • Project Leadership
  • Requirements Gathering
  • Gap Analysis
  • Agile
  • Scrum
  • Waterfall SDLC
  • Stakeholder Workshops
  • Sprint Planning
  • Business Cases
  • RFPs
  • RFQs
  • Backlog Grooming
  • Prioritization
  • Use Case Documentation
  • Acceptance Criteria Documentation
  • Process Design
  • Process Improvement
  • BPMN 20
  • Process Mapping
  • Feasibility Studies
  • Cost-Benefit Analysis
  • ServiceNow
  • Maestro
  • CRM Enhancements
  • Workflow Optimization
  • SOP Development
  • Change Management
  • Collaboration
  • Quality Assurance
  • Testing
  • UAT
  • System Testing
  • Performance Testing
  • Usability Testing
  • Test Strategy Design
  • Bug Tracking
  • Defect Triage
  • Resolution
  • QA Documentation
  • Release Support
  • Microsoft Dynamics 365
  • Sales Hub
  • F&O
  • Field Service
  • Salesforce
  • Electronic Medical Records
  • PS Suite
  • CHR
  • Microsoft 365
  • SharePoint
  • Confluence
  • Jira
  • Azure DevOps
  • HP QC
  • Power Platform
  • PowerApps
  • Visio
  • Mural
  • Balsamiq

Systems And Tools

  • Microsoft Dynamics 365 (Sales Hub, F&O, Field Service)
  • Salesforce & Electronic Medical Records (PS Suite, CHR)
  • Microsoft 365, SharePoint, Confluence
  • Jira, Azure DevOps, HP QC
  • Power Platform, PowerApps, ServiceNow
  • Visio, Mural, Balsamiq

Certification

  • CBAP, IIBA
  • CSM, Scrum.org
  • CSPO
  • Lean Six Sigma Black Belt

Timeline

Business Analyst

Health Standards Organization (HSO)
11.2023 - Current

Business Analyst

TELUS Health
12.2021 - 11.2023

Business Analyst

Rogers Communication
02.2021 - 12.2021

Business Analyst

IKEA
12.2018 - 02.2021

Master of Business Administration - Financial Management

Ladoke Akintola University of Technology

Bachelor of Science - Accounting

University of Nigeria

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Sharon E. Ileoba