Ogom Ndika

Business Analyst with over 5 years of experience in data-driven operational improvements and complex systems analysis. Led cross-functional efforts to streamline eligibility workflows, resulting in a ~15% increase in service delivery efficiency. Expertise in root cause analysis and corrective action planning to resolve critical system and process issues. Proficient in translating complex program policies into actionable IT requirements and automated system improvements.

IT Business Analyst II - HHSC - Austin

(2024-05)

• Facilitate complex IT requirements gathering and user story development to drive initiatives within the Business Automation division.
• Evaluate the impact of program policies on automated systems to ensure technical alignment with business objectives.
• Lead the definition of user stories and acceptance criteria, resulting in documented system improvements and higher software quality.
• Conduct root cause analysis to identify trends and develop corrective action plans for critical process issues.
• Review complex project deliverables to ensure documentation accuracy and alignment with stakeholder expectations.
• Collaborate with cross-functional stakeholders to translate complex data into actionable insights for operational decision-making.

Texas Work Advisor III - Texas Work - Round Rock

(2019-06 - 2024-04)

• Managed high-volume case file reviews and documentation to support accurate eligibility determinations for human services programs.
• Developed and implemented process optimization strategies to enhance the efficiency of service delivery workflows.
• Led staff training on regulatory updates and best practices for eligibility determinations.
• Streamlined eligibility determination workflows to improve service delivery and reduce operational bottlenecks.
• Utilized Google Sheets and Excel to track team performance metrics and distribute recurring productivity reports.

Head Cashier - Home Depot - Round Rock

(2011-03 - 2019-06)

• Supervised a frontline team, providing training and support to resolve complex operational and customer issues.
• Managed daily customer service operations, monitoring key performance indicators to ensure transaction accuracy and efficiency.
• Monitored staffing levels and adherence to schedules to ensure optimal coverage during peak business hours.

Associate Degree - Business Management - Austin Community College

Certificate - Management - Austin Community College