Nontsikelelo Dzwairo

Delivered multiple projects each over 5 million ROI by performing the below tasks:

● Work collaboratively with Leads to support the business’s road-map & vision through detailed analysis requirements & solution scope.

● Work collaboratively with project / program teams, squads, scrum masters and engineers to define product backlog, release & project planning implications of the requirements with high ROI.

● Leveraging from existing systems to build pilot to better understand how existing system can be enhanced to meet the full business scope thus reducing development and duplicate of efforts.

● Providing Pilot support to business and gathering requirements and enhancements picked up.

● Analyze current solutions used in legacy systems & propose long term solution with higher notion of nonfunctional capabilities.

●Collaborating with system architectures, system designers,product houses before requesting approval from necessary architectural forums .

● Leverage business analysis & modelling tools and apply notation standards such as UML/BPMN to diagrammatically.
● Building AS IS and TO Be functionality process flows through requirement & integration analysis process.

● Source,analyze and test API services required in building new integrated solution designed prototype solutions.
● Translate elicited needs and knowledge acquired into user story format that is immediately usable for Dev teams (right language, format for building & testing)
● Translate business requirements into detailed systems requirements to include all capabilities,interfaces, and functionalities within and across technologies.
● Gathering project requirements through teams sessions and site visits with business SMEs.

● Create business user stories with technical & functional acceptance criteria..

●Prepare and prioritize the backlog of requirements user stories linked to the proposed solutions.

● Continuously improve system requirements based on users reviews thus leading to maximized product quality and usability.

● Work as part of the embedded Dev team throughout the design process to review solution design (features and functionality)

●Scrum Facilitation & removing blockers during development & testing phases.

● Provide real time feedback to scrum team regarding changed business requirements.

● Review & monitor system stability, resilience etc. throughout product life cycle.

● Provide post deployment , Developer & User support during user acceptance testing process.

● Documenting business requirements,Policies,Crisis Management & Training Material.

● Creating new users on Salesforce, managing licenses & password resets.
● Monitoring daily/monthly apex jobs/processes and rerunning of failed ETL files.
● Change control management and deploy.
● Running weekly Devops meeting to track projects,dev work and production queries.
● Performing data cleanups and impact analysis for financial critical incidents.
● Proposing automation on monotonous processes to speedup resolution & reduce bottlenecks.
● Investigating and escalating API loan-offer errors if unable to resolve
● Taking full ownership of Salesforce operational processes including, production issues,analysis & enhancements.
● Facilitator for audit requirements & tracking on task completion.
● Testing & presenting new features to business & Bank operations team.
● Data analysis & cleanup for accurate business dashboards & mobile customer views.
● Ensuring system changes are appropriately tested & approved before deployed live.
● Loading and managing system incidents process to ensure resolution within agreed SLA.
● Building SLA tracking reports and views for manco.
● Presenting Monthly Incidents to SLA steerco committee.
● Managing investigation & clearing of recons between business & Bank for timely billing.
● Managing handed-over clients & collections process between business & Bank.
● Investigating and resolving system queries that do not require Dev team.
● Building team monitoring reports after prod issues to manage system efficiency/ for hygiene.
● Manage and process Bank operational & loan requests from production & SIT environment.
● Resetting, removing & reloading internet banking customer loan offers on request.
● Loading manual payments,settlements,disputes, refunds and rebates offered.
● Processing ad-hoc relief requests for payment holidays.

● Facilitation on system deployment changes through change control documentation.
● Creating data mapping requirements in system integration.
● Creating & maintaining great working relationships between business & IT to create correct business solutions
● Process flow mapping for new projects..
● Gathering user requirements on product enhancements.
● Writing Requirement Specifications Documents.
● Managing operational side of Sage CRM system, taking full responsibility for proper analysis processes & logging. enhancements / developments to constantly maximize product.
● Performing certain CRM admin functions.
● Monitoring of enhancements/development .
● Reporting to clients & management on progress of enhancements/developments.
● Checking for completeness & accuracy of projects/enhancements.
● Analyzing client’s requirements organizing, specifying & modeling requirements to ensure completeness & unambiguouty.
● Delivering end to end operational excellence for CRM queries.
● Validating & Verifying Requirements- Ensuring requirements map to real business needs, are approved by all relevant stakeholders, & meet essential quality standards.
● Drive enhancements, bug fixing & process efficiencies.
● Building customized reports not found in CRM system through SQL server.
● Test Systems & conduct UAT session with client/users.
● Compiling Business Intelligence dashboard views for users.

● Delivering end to end operational support for the Healthbridge systems relating to Sage CRM,EDI Claim Batching system & Patient Card Holder File.
● Working with in-house EDI switching/batching system in rectifying hospital & mass market claim exceptions & resubmit to the funder.
● Investigating & fixing batch exceptions in xml file format that passed the gateway batching validation system which were rejected on the funder side (History-data) & internally (live system).
● Monitoring & Maintaining the Card Holder File ensuring the latest patient membership Information is always added & updated.
● Daily monitoring of FTP adapters, services & taking necessary steps to ensuring claim batches are successfully delivered to the funder side.
● Creating medical aid profiles on the batching system & generating test batches for funders requirements leading to the profiles deployed to live for practices claims submissions.
● Assisting in year-end functions such as making changes for the following year on the internal web-service system & updating funder profiles.
● Extracting & Migrating patient data from provider’s pma system to the MPS pma system ensuring that the data is clean & accurate.
● Bridging the gap & maintaining great working relationships between external clients & Business.
● Managing project expectations between business & IT by gathering the exact requirements,documenting specifications & driving the enhancements to client’s needs instead of IT enforcing solutions to business.
● Investing root causes of recurring issues, eliminating them and ensuring they never recur thus fixing bugs and system inefficiencies.

● Full technical support & problem solving via telephone, email or remotely with medical personnel.
● Backup & restores, Troubleshooting, Remote accessing, FTP downloads.
● Report generation, account adjustments & reconciliation.
● Installations & maintenance of three SQL medical billing software windows based.
● Basic SQL scripting in extracting data & fixing corrupted databases.
● Providing windows & desktop support on windows XP; Windows Vista,7 & 8.
● EDI integration support.
● Networking in-house software on server & workstations.
● Checking Email & SMS setup & settings on the in-house software
● Call log , escalation & SLA management.
● Supported Windows XP & Windows 7 workstations & laptops.
● Supported Microsoft Office 2007/2010 products.
● Shared knowledge with new recruits.
● Utilized problem solving & troubleshooting abilities to resolve any major software issues.

● Optimizing & synchronizing hyperlinks links thus increasing site's ranking by 80% leading to more efficient, user friendly sites for clients & marketing purposes.
● Primary duties included using HTML in maintaining & managing web pages.
● Adding, maintaining & editing web pages for better marketing purposes.
● Net Surfing Net for new & better conducts of enhancing client's website.
●Upgrading client's webpages via means of search engine optimization.