Editha Zabat

Experienced IT professional with 30+ years of expertise in business analysis, production support, incident management, systems documentation, and user support across insurance, finance, and enterprise environments. Skilled in bridging business and technical requirements, providing first level production support, preparing systems documentation, and coordinating with cross-functional teams to ensure smooth systems implementation and business operations. Recognized for reliability, professionalism, attention to detail, and strong stakeholder communication.

Open to remote, contract, part-time, and project-based opportunities.

Senior Business Analyst at Accenture Business Services Inc. (2023-01 – 2025-02)

• Supported SAP FSCD migration initiatives for multiple EMEA countries with focused on Accounts Receivable processes.
• Conducted requirements gathering, gap analysis, process documentation, and validation sessions with business users.
• Prepared BRDs, process flows, test cases, and project documentation aligned with business requirements.
• Facilitated UAT activities, issue tracking, hypercare support, and post-implementation reviews.
• Coordinated with technical and development teams to troubleshoot production and system issues.

Level 1 Production Support Team Lead at Accenture Business Services Inc. (2015-06 – 2022-12)

• Led a 24x5 production support team supporting Finance operations across APAC and EMEA regions.
• Managed end-to-end incident and ticket lifecycle processes using ServiceNow.
• Coordinated Priority 1 and 2 incident bridge calls with technical teams, operations, and stakeholders.
• Monitored SLA compliance, ticket trends, and escalation management.
• Developed and maintained knowledge base articles, quick reference guides, and KEDB documentation.
• Created reports and presentations on ticket volume trend, SLA compliance, aging tickets, ticket category, backlogs, recurring issues, resource utilization, root cause analysis and other relevant reports needed for process improvement initiatives.

Operations Manager at Triforce Global Solutions (2013-11 – 2015-05)

• Oversaw daily business operations and coordinated support functions aligned with organizational goals.
• Managed client coordination, consultant guidance, and HR-related operational support.

IT Applications Manager at PNB Life Insurance (2006-08 – 2013-11)

• Managed software development and project teams reporting directly to the CIO.
• Oversaw application lifecycle activities including design, implementation, maintenance, and transition.
• Led enterprise projects which include insurance systems, document management systems, and HR-related solutions such as payroll, benefits and attendance.

IT Functional Consultant at Outsource IT Dynamics Inc. (2002-01 – 2006-12)

Senior Systems Analyst at Ayala Corporation (1997-01 – 2002-12)

Project Manager at Open Systems Philippines Corp. (1996-01 – 1997-12)

Documentation Analyst at Yarn Ventures Resources, Inc. (1993-01 – 1995-12)

Systems Analyst / Team Lead at College Assurance Plan (1988-01 – 1993-12)

Part-time Computer Instructor at CAP College School for the Deaf

Bachelor of Science in Computer Science – AMA Computer University