Position: Business Analyst
Category: Business Analyst
English level: upper
Years of experience: 0.5


I have been working as a Customer Support Representative for more than 2 years. My responsibilities include:

Handling customer inquiries in live chat and via emails;
Improving customer service procedures, policies and standards;
Providing customers with detailed information regarding the product and permanent assistance;
Gathering and analysis of customers’ complaints via surveys; 
Identification and analysis of problem areas of the product;
Developing new business logic and creation of technical documentation; 
Providing appropriate and effective solutions for product’s improvement;

Currently I am looking for a position of Business analyst and I really want to grow in this field and bring value to new challenging projects. I have attended BA courses and have a diploma from Infopulse Univer that accredits my knowledge of business analysis in information technology. 

My current skills are: 

Understanding of main business analysis knowledge areas according to BABOK;
Understanding of basic SDLC;
Knowledge of different software development methodologies: RUP, Waterfall, Scrum, Kanban;
Knowledge of strategies for gathering, reviewing and analysing requirements;
Developing, documenting and prioritising requirements in Agile format: Epic, User Story, Use Cases, Acceptance Criteria;
Experience with UML, Behavioural Diagrams (Activity, State Machine, Sequence), ERD diagram;
Creation of technical documentation; 
Experience in processes automation;
Product’s areas of concern analysis;
Ability to create conceptual prototypes;
Competency in Microsoft applications including Word,Excel,Power Point.
Experience with Jira and Trello;
Experience in conducting meetings and presentation skills;
Ability to work under pressure and meet deadlines;
Advanced troubleshooting and multi-tasking skills;