The Business System Specialist (BSS) functions as a liaison to Information Technology from the line of business, representing the end users and business process owners in business system requirements, implementations, and support. The incumbent understands user needs as well as business procedures, processes, and systems for the corresponding department. The incumbent typically defines user system requirements, provides user support, coordinates user acceptance testing of new tools and consults with the users on new technologies & features that may contribute to business process efficiencies. The incumbent may also perform feasibility analysis, develop project scope, and provide recommendations on alternative solutions, project strategy and deliverable prioritization. The incumbent prepares and delivers business users’ system needs to Information Technology and represents user needs in the development of functional specifications. This specific position will be responsible to perform, among others, project management activities (scope, schedule, cost) for multiple data quality improvement projects ranging in size from thousands to multi-million dollars as well as collaborating to develop programmatic processes for sustainable execution once projects are completed.

● As an integral member of the Information Security Engineering team, lead complex initiatives to provide technological solutions with broad impact for cross functional businesses and technology teams utilizing SAFe/Scrum frameworks● Act as a key participant in providing strategic business solutions to companywide technology initiatives.● Evaluate highly complex business problems and provide subject matter knowledge proficiency for technology initiatives.● Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements.● Make decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, and which influence companywide technology solutions.● Lead project or systems documentation, and monitor and manage project schedules and deliverables.● Collaborate and consult with business and technology teams to provide comprehensive technological solutions for complex business problems.● Ensure communication and information flow between business and technology teams.

• Resolve complex technical issues & manage initiatives related to over 40 large-scale applications, systems, databases, &/or other technical products & services as a senior member of the Platform Support team supporting the Money Movement product group.• Uses/creates diagnostic, simulation, & other tools to maintain, troubleshoot & restore service or data to systems.• Evaluates service level agreement criteria, identifies gaps in current technology process, & recommends changes to assure SLAs can be supported.• Performs migrations & deployments from development to production, upgrades, installations, &/or configurations.• Manage multiple projects as assigned by senior leadership.• Evaluate or review SQL queries to extract data, create standard databases, or perform limited programming to fine tune systems supported.• Updates/writes documentation & procedures & provides related training.• Troubleshoots network, hardware & software issues & coordinates resolution with users, vendors, & internal service groups.• Analyzes performance trends & recommends process improvements.• Assesses developer change requests in ServiceNow for risk to production systems & assures quality, security, & compliance requirements are met for supported areas prior to pushing through to the CAB for final approval.• Updates, creates, & tests the business continuity/disaster recovery plan.• Coordinate project resources & provide guidance to less experienced analysts.• Serve as the Business Resiliency Coordinator (BRC) for my group’s supported applications in Disaster Recovery (DR) simulations/exercises, including running risk assessments for my supported applications.• Lead a team of Application Developers & senior leadership through required Business Continuity/Disaster Recovery simulations/exercises.• Serve as the Kanban lead for my team.

• Manage multiple products concurrently, focusing exclusively on their IVR/PBX telephony infrastructure.• Gather business requirements from stakeholders to assist in the creation of Jira stories for enhancements/bug fixes & new builds for my products. This was achieved by utilizing the SAFe framework.• Consult with Scrum Masters & Product Owners to assist with removing project impediments & participate in all scrum ceremonies.• Supervise, coach, & mentor less experienced business analysts.• Lead all assigned projects through the project management lifecycle to completion while managing a backlog of 20 or greater projects of various size & complexity concurrently.• Report project status for assigned products to senior leadership (director, senior director, & vice president).• Work alongside the scrum team to deploy enhancements/bug fixes or new builds to the telephony infrastructure.• Create &/or update IVR/PBX telephony builds in Visio 2013.• Create UAT test plans for enhancements/bug fixes & new builds.• Perform UAT on completed enhancements/bug fixes & new builds prior to deployment into the production environment.• Function as the liaison between the scrum team & the business for enhancements/bug fixes & new builds.• Resolve incidents or requests received through Service Now as needed.• Key Contributor Award received December 2018.

• Responsible for process documentation & analysis in order to identify business process, procedure, & policy improvements for all functional areas supporting cable, internet, & telephone. • Analyze business operational impact & integration of new products, services, regulatory requirements, & markets into the existing operations.• Supervise, coach, & mentor less experienced process analysts.• Define, document, implement & track process flows for services including cable, internet, & telephone.• Interact with cross-functional teams to ensure business processes & rules align, adjusting documentation accordingly.• Complete all assigned projects following through the project management lifecycle (milestones, tracking issues, tracking risks, & capturing meeting minutes) while managing a backlog of 5 or greater projects of various size & complexity.• Report project status to senior leadership (director, senior director, & vice president).• Document processes using appropriate documentation tools, such as MS Word, Excel, Visio, etc.• Assigned the role of project manager to a high-visibility, 7-person M&A Tiger Team by senior leadership to assist with the merger of 3 legacy telecommunication companies (Charter/Bright House/Time Warner), leading the project to successful completion three months ahead of schedule. • Complete assigned projects of various complexity, following through the project management lifecycle (milestones, tracking issues, tracking risks, & capturing meeting minutes).

• Serve as single source of communication for the Network Operations Center (NOC) M&A End State initiatives.• Prepare weekly summary on efforts to executive leadership and business partners.• Host weekly meetings with NOC leaders to track progress and report on assigned action items.• Conduct daily touch point meetings with NOC Support to drive deliverables and stay current on pending decisions. • Identify best practices within each respective NOC and propose common operating procedures.• Consult with IP Telephony on developing new IVR and merging all employees into single IVR.• Compile quick reference BMC Remedy documentation for the NOC floor.• Drive and collaborate with NOC Support on the consolidation of tools per VP prioritization.• Work incessantly to get NOCs accessibility and availability to high priority tools.• Conduct BMC Remedy UAT (User Acceptance Testing) in conjunction with verticals.• Track cutovers for each line of business and drove assigned action items for each respective area.• Provided input for new issues that came up along the way or issues that had not been brought to the table yet.• Drive collaborative efforts and build rapport among leadership and business partners to reach consensus on key initiatives.• Identify areas of improvements and provided recommendations for NOC End State initiatives such as, IVR, IVR Option B, regional staffing, and bridge communication plan.• Focus on the homogenized integration of a 3-legacy company merger identifying how all moving parts depend on and affect one another.• Continually adapt to changing dynamics of project to include tools and network connectivity, accessibility, and cutover initiatives related to End State. • Demonstrate leadership, team building, communication, and presentation, interpersonal and coaching skills.

• Monitor & manage data center systems & the network infrastructure to maximize availability of the global transactions infrastructure (dealing/matching FX trading market) including running test trades to verify the dealing/matching systems & their FX trading application & APIs performed as intended.• Supervise, coach, & mentor less experienced systems engineers.• Remotely configure Co-Location services on routers in Equinix datacenters for FX Trading customers.• Alert internal & external customer of outages & ensuring service is restored as quickly as possible on the FX infrastructure.• Assists a variety of technical groups with maintenance & upgrades on UNIX & Windows servers & databases utilizing work instructions (WI's) created for first-level support.• Utilize Windows batch files to monitor latency on network circuits.• Create service tickets (IMs), change requests (CRs), & create & assign tasks (CTs) to manage incidents, changes, problems on both production & demo databases, systems, & networks. • Participate in failover fire drills on production & disaster recovery (DR) trading systems to ensure failovers & failbacks completed successfully without impacting trading globally.• Additional tools regularly utilized include: Wireshark, Splunk, MobaXTerm, Filezilla FTP, Active Directory.

• While working within the company’s data center, operate a variety of computer equipment while executing daily production schedules via scheduling software (CICS, UC4, DB2, & BMC Control-M).• Supervise, coach, & mentor less experienced operators.• Operate the system console, monitor the tape drives, answer console messages, & utilize automation tools for potential problems.• Create service tickets for incidents & assign them to the proper team while tracking the incidents until they’re resolved.• Perform off-hours helpdesk support (password resets & minor PC issues).• Contact proper teams for escalation of network failures & mainframe database failures.

• Troubleshoot phones, install new software, look for software issues, diagnose and replace bad parts on phones, & order replacement phones for customers. • Manage inventory, place inventory orders, file invoices & other paperwork, perform inventory counts, order supplies from vendors, & handle customer issues relating to repairs.

-Assist customers with billing discrepancies-Set up the installation & disconnection of cable/internet/phone service -Provide cable TV/internet technical assistance