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Shruthy - Product Owner

[email protected]

Location: Appomattox, Virginia, USA

Relocation:

Visa: H1B

Professional Summary Over 11 years of experience in Product Management, Business and Data Analysis, project management, client collaboration and IT Professional services focusing on Public Utility Services and Healthcare domains. Experience with analysis, design, strategizing, and delivery of complex technology solutions. Experience orchestrating engineering, product, program, and client teams towards product goals & org vision. Detail oriented and metrics driven attitude with avid focus on superior product design, end customer experience, and process improvements - all while focusing on well-being of people involved. Experience working with multiple clients and stakeholders by taking product ownership, gathering business requirements, building technical / functional specifications BRDs and FSDs. Experience creating project plans, strategizing timelines, priorities, and work assignments across business and engineering teams alike. Experience with Agile SDLC - Sprint grooming, planning, scrum, retros, backlog refinement and prioritization. Experience translating product vision into Features, Epics, User stories and other executable types. Knack for identifying problem areas, scope for improvements and strategizing future enhancements. Expert in Microsoft product services, driving migrations, upgrades and maintenance of MS Office, MS SharePoint, Office 365, and Azure cloud. Experience creating wireframes and screen mockups, workflow diagrams, prototyping, storyboards and conducting walkthrough sessions of user experience with client and engineering teams alike. Experience with Data Analysis, writing SQL queries, monitoring technical dashboards, generating reports etc. Experience making Web Service calls using tools like Postman, Insomnia and navigating Swagger UI. Experience with User Acceptance Testing (UAT) and conducting review sessions with dev and QA teams. Train business and power users across the globe and develop relevant training documents and user manuals. Familiarity and quick adoption to engineering terminology, tools and technologies. Excellent verbal and written communication skills with strong problem/conflict resolution capabilities. Education & Certifications Masters in Computer Science, Texas A&M University, January 2011- December 2012 Bachelors in Computer Science, Jawaharlal Nehru Technological University, India, Sept 2006 - May 2010 Scrum Alliance Certified Scrum Master Scrum Alliance Certified Scrum Product Owner Microsoft Certified in Azure Fundamentals Microsoft Certified in Microsoft 365 Fundamentals Microsoft Certified in Advanced Solutions of MS SharePoint Microsoft Certified in Core Solutions of MS SharePoint Proficiency Set Business Analysis & Product Management : Requirement analysis, data analysis, product design, User Acceptance Testing (UAT), Agile Sprint ceremonies, project management, timelines, roadmaps, strategy development, change management, workflow management, conflict resolution, client relations, account management etc. SDLC : Agile Scrum, Kanban, Waterfall SDLC Tools : JIRA, Rally, Confluence Wiki, MS Office Suite, MS Project, MS Visio Tech Familiarity : HTML, CSS, SQL, XML, JSON, UML, Web Service calls Tech Tools & Platforms : SQL Developer, Oracle, MS SQL Server, Postman, Insomnia, Swagger UI, Azure Cloud Professional Experience Peoples Natural Gas, Pittsburgh, PA December 2020 Present PNG is one of the largest natural gas providers serving 700 thousand customers in the United States. The Peoples E-Account portal is a public facing website used to manage customer accounts, pay bills, start, transfer, or stop service, monitor usage, communication preferences and more. Role(s): Senior Product Owner & Lead Business Analyst September 2022 to Present Senior Business Analyst December 2020 to September 2022 Responsibilities: Worked as a Senior Business Analyst/Product Owner for the teams responsible for maintaining and enhancing the Billing, Account Management and Customer Experience facets of Peoples E-Account portal. Co-lead the product team supporting the IT infrastructure group working on Microsoft office and SharePoint upgrades, migration to Azure Cloud. Participated in an Agile Scrum SDLC with focus on daily stand-up meetings, sprint planning, grooming, backlog refinement/prioritization and other sprint ceremonies. Improved customer experience by 13% by analyzing the customer grievances, adding tips, fixing workflows, and reducing the number of incorrect form submissions. Aligned engineering teams with product vision, initiatives, timelines, and delivery commitments. Create, categorize and breakdown work tasks into Features, Epics, User stories and other executable types. Communicate new features and conduct monthly/quarterly review sessions for Senior Leadership teams. Handle cross team collaboration, align them on timelines and resolve conflicts. Use JIRA, Confluence, SharePoint for Agile portfolio management and other documentation. Write basic SQL queries, review familiar logs and dashboards, make some web service calls using tools like Insomnia & Postman and refer to Swagger API documentation as part of UAT. Curate and monitor customer experience metrics and dashboards, alerting systems etc. Develop design documents, screen mockups and storyboards using tools like MS Visio to communicate product workflows to engineering teams. Analyze existing system drawbacks and flaws and focus on process and product improvements. Balance new feature development without neglecting engineering tech debt. Mentor junior business analysts and product owner on domain knowledge and engineering processes. UPMC Health Plan, Pittsburgh, PA January 2019 December 2020 Role: Senior Business Analyst UPMC Health Plan, owned by the University of Pittsburgh Medical Center (UPMC) is an integrated health care delivery system consisting of more than 140 hospitals and 29,000 physicians serving 3.9 million members. The Provider Online portal provided by UMPC is a gateway for providers to perform a wide variety of administrative functions, including submitting/checking status of a prior authorization request, checking Member eligibility and covered benefits, submitting/checking status of claims, viewing an Explanation of Payment (EOP), sending, and receiving messages or chatting with a Provider Services representative in real time. Responsibilities: Worked as a Business Analyst supporting the team(s) maintaining and enhancing the Provider Online portal. Collaborated with stakeholders to gather, analyze, and document business requirements. Conducted interviews, surveys, and workshops to understand and document user needs and expectations. Supported development of Prelog individual claim entry system for UB-O4 and CMS-500 claims and Electronic Data Interchange (EDI) data file transmissions. Supported development of PromptPA Prior Authorization/Pre-Certification Portal. Assisted development of UPMC Health Plan Marketplace that supports open Enrollments. Participate in an Agile Scrum SDLC with focus on daily stand-up meetings, sprint planning, grooming, backlog refinement/prioritization and other sprint ceremonies. Create, categorize and breakdown work into Features, Epics, User stories and other executable types to drive work and monitor timelines/progress. Develop business workflows and use case documents to communicate product ask to engineering teams. Participate in UAT and work alongside QA team to better test the business workflows. Use JIRA, Confluence, SharePoint for Agile portfolio management and other documentation. Analyze existing system drawbacks and flaws and focus on process and product improvements. Comcast Corporation, Washington, D.C July 2016 December 2018 Role: Senior Business Analyst/Product Owner Comcast Corporation is one of the biggest internet, telephone, and cable service provider in the country. The Xfinity Applied AI and Discovery Group focused on the Xfinity Voice Search and Content Discovery platform that powers the TV Voice Remote to control TV programming, launch OTT apps, provide sports insights, and support Home Automation using IoT devices. Responsibilities: Worked as a Business Analyst/Product Owner on a portfolio that supports ~2 Billion TV voice remote commands per month across various platforms for Comcast and its syndication partners like Cox, Rogers, Videotron, Shaw & more. Worked closely with IT teams to understand system architecture and design. Developed a product capable of identifying specific user intention among numerous interpretations by considering factors like favorites, account eligibilities, content availability, device capabilities and more. Improved accuracy of the voice command resolution from 86% to 97% by focusing on various factors like domain selection, query transcription corrections, silent audio detection, repeat query analysis, negative customer interaction trail, personalized customer preferences, content categorization etc. Participated in an Agile Scrum SDLC with focus on daily stand-up meetings, sprint planning, grooming, backlog refinement/prioritization and other sprint ceremonies. Create, categorize and breakdown work into Features, Epics, User stories and other executable types to drive work and monitor timelines/progress. Generate reports and dashboards to provide insights into project progress and business metrics. Participate in UAT and work alongside QA team to better test the business workflows. Use JIRA, Confluence, SharePoint for Agile portfolio management and other documentation. Write basic SQL queries, review familiar logs and dashboards, make some web service calls using tools like Insomnia & Postman and refer to Swagger API documentation as part of UAT. Collaborated with a diverse group of engineers, content editors, voice data editors, linguists and more to plan project milestones, timelines, and delivery in a harmonious manner. All Lines Technology, Pittsburgh, PA January 2013 December 2015 Role: Business Analyst/Product Specialist, Microsoft Solutions All Lines Technology is a leading provider of wide range of technical services and IT staffing solutions in the Pennsylvania region. As a part of the Microsoft Solutions team my role was to manage the projects related to Microsoft product services and maintain business relations with multiple clients simultaneously. Clients: Carnegie Museums, Carnegie Mellon University, Federal Home Loan Bank, Kennametal Inc., Pittsburgh, National Corporation (PNC), North Allegheny Schools, Management Science Association, Koppers Inc and more. Responsibilities: Worked as a Microsoft product expert and Business Analyst helping clients with various Microsoft based product services - updates, migrations, and conversions. Worked alongside an Engineering Manager to support the entire effort from initial client communication all the way to project management and delivery. Participated in brainstorming sessions with clients for requirement gathering, analysis, implementation strategy, UAT and review. Developed and presented BRDs, SOPs, upgrade/migration plans, delivery timelines, risk mitigation and rollback plans. Work as a liaison between the All-Lines engineering teams and client teams, maintaining constant communication, providing updates, resolving conflicts, and aligning work tasks. Followed an Agile Kanban process (internally) to plan, prioritize, schedule and coordinate work tasks for engineering teams to ease work across multiple clients. Used CA Rally, JIRA & SharePoint to perform SDLC across various clients. Provided post migration QA coordination and maintenance support. Trained end users and power users across the globe and developed user manuals. Sevatec Inc., Falls Church, VA May 2012 August 2012 Sevatec is an IT Professional Services and Staffing company serving government contracts for clients like U.S. Air Force, NIH, DHS, GSA in the Washington DC metropolitan area. Role: MS SharePoint Analyst (Intern) Responsibilities: Participated in analysis, planning, configuration and customization of Microsoft SharePoint Portal Services and Microsoft Office Services on Sevatec intranet. Designed custom SharePoint Workflows to automate business processes. Worked on Active Directory, Create Users and groups set the Permissions and Site Collection Administrator. IBM, Hyderabad, India June 2010 December 2010 Client: AstraZeneca Pharmaceuticals AstraZeneca is one of the leading pharmaceutical manufacturers in the world. In this venture, IBM provided technical support related to Windows OS, MS Office suite and other MS products to AstraZeneca employees. Role: Technical Support Executive Responsibilities: Worked as a L3 support engineer to troubleshoot issues with customers and report bugs to the product and development teams. Verified case logs, troubleshoot issues, and created technical documents to help resolve case tickets. Keywords: cprogramm quality analyst artificial intelligence user interface information technology microsoft California Colorado Pennsylvania Virginia