We provide IT Staff Augmentation Services!

Business Analyst Resume

Idaho Falls, ID

SUMMARY:

  • 12 years Technical Writing, including 5 years ServiceNow processes.
  • 13 years Education, System Support, Training, Communication, Curriculum Development, Instructional Design, Performance Development, and Project Management
  • 6 years call center at State of Oregon: Tax and child support (call center environment)
  • 1 years work in Government Contract Management (call center environment)
  • 9 years banking industry (prior to 1990): primarily lending, credit, and collections in call center.

AREAS OF EXPERTISE:

Technical Writing: Business Continuity and Emergency Management, Online Help, Policies, Procedures, Quick Reference Guides, Reference Guides, Security Documentation, Test Scripting, and User Guides.

Instructional Design: Project Management, ADDIE (plus later evolutions), Course Guides, Courseware Development, Curriculum Development, Instructional Strategies, Platform Development (WBT, CBT, ILT), and Training Materials.

Performance Improvement: Project Management, Business Analysis, Business Process Analysis, Communication, Gap Analysis, Needs Analysis, Organizational Development, Process Mapping, Process Re - engineering, and Task Analysis.

COMPUTER SKILL SUMMARY:

Microsoft Office (through Office 2013 and Office 365): Word, Excel, PowerPoint, Explorer, FrontPage, Access, Visio, Project, and Outlook. Adobe (PDF documents, including fillable forms), Adobe Presenter (Breeze), Bundle Builder, Captivate, Documentum, Dreamweaver, FireWorks, Flash (including Action Script), FrameMaker, FrontPage, Hot Dog Pro (HTML), LiveMeeting, Lotus Notes (R4 & R5), Microsoft Lync, Navvia, NetMeeting, ServiceNow, Skype, SharePoint, SnagIt, WebEx, and XML.

EMPLOYMENT HISTORY:

Confidential, Idaho Falls, ID

Business Analyst

Responsibilities:

  • Vulnerability Management.
  • Develop risk management processes and procedures for Information Management Team, including scanning schedule to identify potential risks.
  • Analyze and evaluate workflow, and processes.
  • Develop process maps.
  • Document internal processes.

Confidential, Salt Lake City, UT

Knowledge Manager

Responsibilities:

  • Manage the Knowledge Base plus Business Analyst and administrator for other ServiceNow processes.
  • Manage projects. Analyze and evaluate workflow, and processes.
  • Includes Task Analysis and Needs Analysis.
  • Develop process maps.
  • Document internal processes.
  • Create communication items for any system, especially updates and demonstrations for internal and external users.
  • Develop marketing promotions within the organization to notify users of enhancements.
  • Build training content to enhance the Knowledge Base and for other projects.

Confidential, Provo, UT

Business Process Analyst

Responsibilities:

  • Manage my assigned projects and parts of larger projects.
  • Analyze and evaluate workflow, processes, and test scripts, including Task Analysis and Needs Analysis for ServiceNow.
  • Develop process maps. Document internal processes, including a process matrix.
  • Document policies, including ISO 27002 security, processes, and business continuity.
  • Develop needed training material.
  • Post documents to internal repository for review, editing, and processing.
  • Store completed documents on WIKI site and SharePoint.

Confidential, Salt Lake City, UT

Business Process Analyst

Responsibilities:

  • Analyze processes, including Task and Needs Analysis.
  • Build process maps.
  • Document policies, procedures, and user manuals for the Web library.
  • Provide Remedy Reports and ad hoc reports as requested.
  • Create paper and on-line forms (fillable PDF).
  • Manage individual projects and fill assigned roles in larger projects.

Confidential, Salt Lake City, UT

Technical Writer

Responsibilities:

  • Analyze and evaluate workflow and processes for teams and systems in the division, including Task Analysis and Needs Analysis.
  • Document workflows, processes, procedures, and user guides in on-line manuals to assist customers.
  • Develop customer-facing curriculum and communication for the LMS to provide online training.
  • Write end-user reference guides and help.
  • Manage individual projects, plus participate and fill roles in larger projects.

Hire Now