SUMMARY:

• Extensive and proven experience as a highly skilled Sr. Business Analyst with expertise in collaborating with customers and developers to gather functional business requirements for design and map work flows.
• Additional roles as a Technical Writer and Software Developer using COBOL.
• All phases of the Software Development Lifecycle (SDLC).
• Writing API web services documentation for developers using JSON.
• Reading and documenting languages, including: Java, JavaScript, C++, COBOL/JCL, JSON, HTML, XML, SAP/ABAP, and Visual Basic.
• Creating and assigning user stories in Rally based on Kanban methodology.
• Collaborating with stakeholders, product owners, and Agile Scrum development team to understand product vision and translate features into user backlog.
• Gathering functional requirements using JAD sessions, stories, use cases, and work flows.
• Interviewing stakeholders, product owners, and developers to examine and create narrative process workflows.
• Using narrative process workflows to model visual process diagrams for requirements.
• Analyzing, eliciting, and documenting processes to create SOPs for retail, network security, and HR tasks.
• Analyzing federal CMS MARS - E 200/NIST Confidential standards to document software privacy requirements.
• Collaborating with SMEs to elicit processes and create visual and narrative workflows.
• Agile Scrum, Waterfall, Kanban, UML, and RUP methodologies.
• Interfacing with SOA architects to elicit, analyze, and document technical user stories for web services processes to communicate non-functional requirements.
• Scheduling and leading meetings with stakeholders to discuss requirements.
• Analyzing and modeling ITIL business processes for improvement.
• Proficient in modeling and documenting “as-is” and “to-be” business processes.
• Defining business rules to create business requirements.
• Producing Scope Management Plans and Use Cases.
• Developing Test Cases and UAT Plans.
• Conducting gap analysis for projects to define and analyze documentation needs.
• Writing Business Functional Requirements Documents (BFRDs) for stakeholder sign-off.
• Requirements Traceability Matrix creation.
• Utilizing SharePoint for content management and documentation review workflows.
• Writing developer technical reference and user guides.
• Creating system installation/configuration guides, playbooks, and run books.
• Researching and writing IT security policies and procedures.
• Producing training videos (Captivate), and online help (RoboHelp).
• Methodologies for Agile Scrum, Kanban, Waterfall, ITIL, RUP, and UML.
• Running SQL queries and creating reports using MS Access and Excel.
• Designing document templates in ServiceNow using CSS.

TECHNICAL SKILLS:

Programming Languages: JavaScript, Java, JSON, HTML, XML, C++, Visual Basic, SAP/ABAP, CSS, COBOL/JCL

Microsoft: Word, Excel, PowerPoint, One Note, Publisher, Access, Outlook

Content Editors: Notepad++, Sublime

Content Management/Collaboration: SharePoint, Confluence, GitHub, Bit Bucket

IT Service Management: ServiceNow, Remedy

Project Management: Rally, MS Project, Jira

Instructional Design: Adobe Captivate, Clarity CAPA, RoboHelp/HTML, Adobe Acrobat

Process Modeling: Visio (advanced), MS Draw

Screen Imaging/Graphics: SnagIt, Hijaak, MS Paint

Database: SQL Queries, Business Objects

Methodologies: Agile Scrum, Waterfall, Kanban, UML, RUP

PROFESSIONAL EXPERIENCE:

Confidential, Los Angeles, CA

Sr. Manager of User Communications/Business Analyst, Consultant

Responsibilities:

• Managed, created, and reviewed all development and client facing technical documentation for company that designs and prints stamps and tags for retail grocery chains.
• Responsible for writing and editing process change control requests for software versions and ensured that all development team communication to project managers and the field was accurate, clear, and actionable.
• Created test cases for QA to test new process specifications.
• Where gaps existed in knowledge between developers and the field, analyzed and documented the required corrective measures to prevent future gaps in understanding the required processes.
• Worked closely with product owner, deployment team, sales reps, and development manager to ensure that all technical specifications for client deployments were updated with the accurate processes.
• Maintained documentation libraries, created workflow diagrams, and created templates.
• Created user guides and documented deployment statuses and definitions.
• Maintained documentation review and submittal processes using SmartSheet.

Confidential, Phoenix, AZ

Sr. API Technical Writer/Business Analyst

Responsibilities:

• Documented REST API’s on the AMEX Developers Web Portal for consumption by external Partners.
• Retrieved Swagger JSON/YAML API specification files from Bit Bucket and downloaded them into Sublime/NotePad++ for editing.
• Documented JSON code in API files to describe functionalities for posting on the portal.
• Created API specifications for Spend Control Vault, ATM Locator, Pay for Points, Partner Card Application Offers, V-Payment, Account Financials, and OAuth (authorization for authenticating Partner access tokens to onboard the API Management Gateway).
• Reviewed new API development specification releases and updated portal content.
• Created OAuth authentication API document in MS Word.
• Worked with developers, product managers, and QA to obtain and verify portal content.
• Created user stories for new assignments in Rally using Kanban methodology.
• Moved and assigned completed user stories to the next development phase.

Confidential, Columbia, SC

Sr. IT Business Analyst

Responsibilities:

• Provided federally compliant documentation by answering federal MARS-E 2.0 security audit requirements in writing for Confidential information security project.
• Edited PowerPoint training slides and created information security documents for the Confidential Authority to Connect (ACT) project allowing access to the Maintenance Management Information System (MMIS).
• Answered federal MARS-E 2.0 controls and requirements for system design standards to create Software Design Document (SDD) document compliant with CMS (Centers for Confidential & Confidential Services) guidelines.
• Analyzed NIST/CMS system privacy/security standards and policies to produce documentation.
• Worked closely with Security Analysts to elicit and review security requirements.

Confidential, El Dorado, AR

Sr. IT Business Process Analyst

Responsibilities:

• Developed SOP playbooks for retail gas stores.
• Analyzed and documented HR recruiting and onboarding processes based on process flows and interviews.
• Utilized effective interviewing techniques with business owners to document SOPs.
• Used CSS/HTLM to create SOP templates and procedures in ServiceNow.
• Interviewed home office employees to create SOPs for IT and corporate processes.
• Converted training guides into SOPs and interviewed SMEs to verify process accuracy.

Confidential, Chicago, IL

Sr. IT Business Analyst

Responsibilities:

• Collaborated with IT Manager to create and edit Oracle SOA functional specifications.
• Analyzed and revised SOA business requirements.
• Utilized SharePoint for documentation management and reviews.

Confidential, Little Rock, AR

Sr. IT Business Process Analyst

Responsibilities:

• Member of Process Development and Improvement (PDI) Team tasked with documenting and improving business processes for Network Security/Engineering using ITIL principles of change management.
• Scheduled/led gap analysis meetings with Network Security/Engineering Managers and Analysts to gather requirements for all security policies and procedures required for internal audits.
• Interviewed security analysts (SMEs) to document network processes and policies.
• Modeled network security and ITIL processes in Visio.
• Analyzed security process workflows and configuration/installation guides to write SOPs for network monitoring tools, including: Solidcore, Bit9, IBM WebSphere Guardium, and Checkpoint.

Confidential, Little Rock, AR

Sr. IT Business Analyst, Contract

Responsibilities:

• Provided business requirements analysis and documentation for non-profit Confidential healthcare services client migrating to Laserfiche.
• Recommended best practices for project management and SDLC deliverables.
• Collaborated with SMEs to elicit, analyze and document “as-is” Confidential Alternative Community Service Waiver (ACS) processes related to Case Management, Billing, Eligibility, Program Waiver Services, Supported Employment Services, and HIPAA.
• Created Scope Management Plan, project schedule with milestones, and project budget.
• Wrote business use cases, UAT test cases, and UAT plan.
• Converted Confidential processes into BFRDs and process workflows used by developers.
• Researched and analyzed DDS, DHS, and Confidential ACS policies and processes to determine business rules and ensure regulatory compliance. *Completed project part-time (remotely) after accepting full-time position at Confidential .

Confidential, Little Rock, AR

Sr. IT Business Analyst

Responsibilities:

• Member of Agile Scrum team, including architects and PM, tasked with establishing the technical vision and identifying risks, gaps, constraints and impacts for the Clarity PPM installation.
• Collaborated with development team and stakeholders in distributed locations to dissect user stories and develop them into process workflows using Agile modeling.
• Participated in JAD sessions with development team and stakeholders to analyze, gather, and document the changing business and functional requirements throughout each sprint.
• Worked with development team and stakeholders to define and document business rules and functional requirements based on user roles.
• Worked with development team to communicate solution recommendations and alternatives to stakeholders, and analyzed tradeoffs between desired usability and true underlying performance needs through negotiation and conflict resolution.
• Participated in daily Scrum meetings with development team and stakeholders to discuss development activities and suggest resolutions for any obstacles to development.
• Worked with architects to write business functional requirements document (BFRD) for stakeholder sign-off.
• Converted narrative business process flows into models of visual workflows using Visio.
• Participated in application demo reviews with development team and stakeholders at the end of each sprint.
• Revised the BFRD based on stakeholder feedback after each sprint.
• Utilized SharePoint to schedule and participate in BFRD reviews based on demo revisions.
• Used Clarity CAPA to develop Clarity PPM instructional demos for training users.
• Created PPM Solution Run Book (SOMP) for maintenance, operations, and backup procedures.

Confidential, Bentonville, AR

Sr. IT Business Analyst

Responsibilities:

• Worked on projects for SOA analysis/documentation and user training materials creation for the Transportation System (WTSM) used by fleet dispatchers.
• Provided user guide for the WTMS based on analysis of functionalities and SME interviews.
• Developed training demos for WTMS and the Fuel Management System using Captivate.
• Created process and system flowcharts for WTMS using Visio.
• Worked with QA to perform functional testing of transportation related systems.
• Interviewed Product Owners and SOA architects to elicit technical user stories for communicating and documenting SOA non-functional requirements.
• Analyzed IBM business cases and technical requirements to create SOA project artifacts for technical and non-technical audiences.
• Documented SOAP and RESTful transfer protocols and modeled SOA architecture and system processes.
• Created SOA Policies and Procedures for Modeling and Architecture (SOMA), GRC (Governance, Risk, and Compliance), and Security and Standards.

Confidential, Little Rock, AR

Technical Support Analyst

Responsibilities:

• Analyzed cell phone, laptop, and internet connectivity issues and provided solutions for customers using basic and advanced troubleshooting techniques at in-bound call center.

Confidential, Little Rock, AR

Sr. IT Technical Writer/Business Analyst

Responsibilities:

• Collaborated in JAD sessions with developers, stakeholders, PMs, and technical writing team to gather and document system and UI requirements.
• Wrote policies, processes, and procedures documents for managing grid services in the areas of security, disaster recovery, and backup.