Qiana N. Cunningham, MBA
Duluth, GA |- |-| linkedin.com/in/qianacunningham
SENIOR BUSINESS SYSTEMS ANALYST | SALESFORCE DELIVERY LEAD | SCRUM MASTER (AGILE)
Business Systems Analysis | Requirements Elicitation | Process Improvement | CRM / ERP | Agile Delivery | UAT | Integrations
PROFESSIONAL SUMMARY
Senior Business Systems Analyst and Salesforce Delivery Lead with 10+ years of experience translating business needs into scalable CRM/ERP solutions. Lead Agile delivery end to end by facilitating Scrum ceremonies, managing Jira backlogs, aligning stakeholders, and driving release readiness and UAT. Known for improving delivery predictability, strengthening requirements quality, and accelerating issue resolution through structured analysis and clear communication.
CORE SKILLS
• Business Systems Analysis (BSA) & Requirements Elicitation
• User Stories, Acceptance Criteria & Functional Documentation
• Agile / Scrum (Ceremony Facilitation) & Jira Backlog Management
• Stakeholder Management & Cross-Functional Leadership
• Release Planning, Risk & Dependency Management
• UAT Planning, Defect Triage & Quality Support
• CRM / ERP: Salesforce, Microsoft Dynamics 365
• Tools: Jira, Azure DevOps, Confluence, SQL, Postman, Snowflake
PROFESSIONAL EXPERIENCE
State Farm Agent Office — Duluth, GA
Insurance and CRM Analyst
2025 – Present
• Use Salesforce CRM to manage customer interactions, track engagement activity, and identify cross-sell opportunities.
• Support client portfolio workflows and day-to-day CRM operations in an insurance agency environment.
Cox Communications — Atlanta, GA
Senior Business Systems Analyst / Technical Project Manager
Contract via Cognizant Technology Solutions | 2021 – 2024
• Led end-to-end delivery for Salesforce and Microsoft Dynamics 365 initiatives across a 25-person distributed team (developers, architects, engineers).
• Elicited requirements and translated business needs into user stories, acceptance criteria, and delivery plans for development, testing, and release.
• Facilitated sprint planning, backlog refinement, and sprint execution using Jira and Azure DevOps; tracked delivery metrics and impediments.
• Managed scope, schedule, risks, and cross-functional dependencies; partnered with Product, Marketing, and Finance to align priorities.
• Produced executive status reporting and release readiness updates, highlighting milestones, risks, and decisions.
Safe-Guard Products International, LLC — Atlanta, GA
Business Analyst / Project Manager, Global IT
05/2021 – 10/2021
• Managed delivery of ERP/CRM enhancements, coordinating cross-functional teams to meet release timelines and quality targets.
• Improved defect tracking processes in the NAME system, reducing bug resolution time by 40% and improving release quality.
• Created requirements, test scenarios, and technical documentation to support development and validation.
AGCO Corporation — Duluth, GA
Senior IT Business Analyst, Global IT
Contract via ArrowCore Group | 2019 – 2020
• Owned business analysis and delivery support for TechConnect, a global web/mobile application used by technicians for inspection, diagnosis, and repair.
• Delivered 20+ product enhancements and supported localization into 15 languages through clear requirements and release coordination.
• Achieved a 98% on-time deployment rate across 10–15 projects per release through prioritization and dependency management.
• Coordinated BA/QA/Developer execution using Jira and Salesforce Case Management; facilitated Scrum calls and JAD sessions.
• Validated APIs in Postman and partnered on SQL stored procedure changes to support application enhancements.
Assurant, Inc. — Atlanta, GA
Business Systems Analyst, Special Property Division
Contract via TEKsystems, Inc. | 2017 – 2019
• Led moderate-to-complex initiatives for new and enhanced insurance products across cross-functional delivery teams.
• Elicited requirements, defined objectives, and performed impact and gap analyses for system and process changes.
• Planned and executed UAT (test plans, scripts, defect triage) to validate business and system requirements.
• Delivered 100% of targeted objectives across assigned initiatives.
American International Group (AIG) — Atlanta, GA / New York, NY
Business Analyst / Compliance Analyst
2012 – 2017
Business Analyst, Brokerage Operations | 2015 – 2016
• Gathered requirements and supported UAT for brokerage operations processes across Client Central, Salesforce, and Quick Submit platforms.
• Wrote test scripts and partnered with development teams to resolve defects and improve workflow performance.
Surveillance Analyst, Legal & Regulatory Compliance | 2016 – 2017
• Investigated transactions and communications for fraud and compliance risk; escalated findings and supported regulatory review processes.
Adjuster Licensing Analyst | 2013 – 2015
• Streamlined licensing intake workflows to improve SLA adherence; recognized as Top Analyst with a 99% average quality score.
EDUCATION
Master of Business Administration (MBA), Project Management
American InterContinental University, Schaumburg, IL | 2015
Bachelor of Science, Business Management
SUNY Empire State College, Saratoga Springs, NY | 2011
CERTIFICATIONS AND TECHNICAL TRAINING
• Cyber and Network Security Boot Camp, Georgia Institute of Technology Professional Education (2020)
• Generative AI Applications (training)
TECHNICAL TOOLS
Salesforce • Microsoft Dynamics 365 • Jira • Azure DevOps • Confluence • SQL • Postman • Snowflake
SCRUM MASTER & SALESFORCE DELIVERY HIGHLIGHTS
• Facilitate Scrum ceremonies (daily standups, sprint planning, backlog refinement, sprint reviews, retrospectives) and drive continuous improvement.
• Manage Jira backlogs, sprint commitments, and delivery metrics; improve predictability through capacity planning and impediment removal.
• Lead Salesforce delivery planning, dependency management, and release readiness with transparent status, risk, and roadmap reporting.
• Partner with product owners and cross-functional stakeholders to translate business needs into user stories, acceptance criteria, and executable plans.
• Maintain program documentation (processes, workflows, release notes) to support operational readiness and auditability.
