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
NigeriaBachelor of Science - Accounting
University of Nigeria
Nsukka, NigeriaSkills
- 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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