Lead high-performing team of associates overseeing scope and requirements definition for comprehensive enterprise portfolio of initiatives. Provide continuous leadership, coaching, and guidance to team members in various domains, including business process, operations, requirements facilitation, technical definition, and cross-functional collaboration, fostering end-to-end analysis and thinking. Function as the primary escalation point for issues within team-managed projects, collaborating cross-functionally with decision-makers to swiftly drive resolution. Facilitate cross-functional and intra-functional teams in planning and risk mitigation processes, addressing interdependencies of projects and services. Enable efforts to establish criteria and manage resource allocation, optimizing team member support for systems, processes, and projects to maximize service levels, minimize total cost, and reduce business risk aligned with company strategic initiatives. Collaborate with project team leadership to ensure tactical alignment with enterprise program and project outcomes.

Served as the escalation point for issues arising within projects managed by team members, collaborating cross-functionally with decision-makers to drive swift resolution. Took responsibility for developing and implementing continuous improvement plan for scope, business requirements, and User Story definition, contributing to the ongoing enhancement of the speed and quality of enterprise project delivery. Directly accountable for the development and growth of direct reports within the team. Collaborated closely with project team leadership to ensure tactical alignment with enterprise program and project outcomes.

Collaborate with functional area leads to elicit and analyze functional impacts based on Vision and Scope, ensuring alignment with project goals. Ensure traceability of business requirements to Vision and Scope by leading Business Analysts in thorough verification processes. Identify and document the needs of customers, frontline associates, and key business partners, ensuring comprehensive understanding of stakeholder requirements. Update business processes, identifying impacts to policies, procedures, and controls for high-impact, high-priority cross-functional initiatives. Assist in the analysis of impacts of proposed technology solutions on existing business and operational processes. Provide input to buy vs. build decisions based on feedback from the business and functions within technology. Manage requirements traceability process from requirements through to testing, conducting gap analysis to ensure alignment with business needs. Assist User Acceptance Test (UAT) teams to ensure requirements documentation could be easily translated into test plans, meeting business and technology testing needs. Maintain continuity between the business team and IT organization throughout the complete system development life cycle (SDLC). Provide coaching and mentoring to Senior Business Analysts and contractors, fostering skill development and knowledge transfer. Oversee third-party requirement elicitation, ensuring alignment with project objectives and standards.

Developed comprehensive scope for Enterprise Projects, ensuring alignment with organizational objectives and project goals. Identified and documented the needs of customers, frontline associates, and key business partners, fostering a thorough understanding of stakeholder requirements. Documented and updated business processes, including identification of impacts to policies, procedures, and controls, contributing to the overall project knowledge base. Assisted in the analysis of impacts of proposed technology solutions on existing business and operational processes, providing valuable input for decision-making. Contributed to buy vs. build decisions based on input received from the business and other functions within technology, ensuring cost-effective and strategic solutions. Reviewed functional design and test deliverables to ensure alignment with requirements, maintaining the integrity of the project's deliverables. Managed the requirements traceability process from requirements through to testing, conducting gap analysis to ensure requirements met the evolving needs of the business throughout the delivery lifecycle.

Created and supported communication and training activities, including the design of support tools/resources and web pages, to facilitate seamless adoption of new initiatives. Reviewed test cases and actively participated in User Acceptance Testing (UAT), validating the functionality and performance of implemented solutions. Facilitated the implementation of new functionality through training sessions, demos, and the development of appropriate documentation, ensuring a smooth transition for end-users.

Assisted in eliciting, analyzing, and documenting business and technical requirements, ensuring a comprehensive understanding of project needs. Aided in the analysis of impacts to proposed technology solutions on existing platforms, contributing valuable insights for decision-making. Developed and managed scenarios/use cases to explain and demonstrate requirements to both business stakeholders and the technology team, fostering effective communication. Reviewed functional design documents, impact assessments, and test deliverables to ensure alignment with requirements, maintaining the integrity of project deliverables. Managed the requirements traceability process from requirements through to testing, conducting gap analysis to ensure continuous alignment with business needs throughout the delivery lifecycle. Assisted Enterprise Test and Quality Assurance (ET&QA) testing teams, ensuring seamless translation of requirements documentation into test plans that met business and technology testing needs.

• Work with project stakeholders and business/technical SME's to define business requirements • Create and maintain use cases for UAT/Testing• Manage and participate in UAT/Testing activities• Analyze and improve business processes on an ongoing basis • Promote software utilization best practices• Conduct and participate in JAD sessions• Analyze ICOMS or OSS/BSS setup/data • Assist Clients with ICOMS setup, reporting and software functionality• Provide remote or onsite support as needed• Conduct software training

• Maintain and support business critical DB2 database• Setup, maintain and support ICOMS billing software including pricing, packages, promotional codes, discount schemes, tax structure, creating new billing messages, inserting new customer notifications, PPV/VOD, equipment item numbers, address setup/changes and user security etc.• Maintain and troubleshoot addressable interfaces including SA DNCS, Motorola DAC and High-Speed Data (Road Runner)• Elicit and document system setup requirements to support new product offerings using Microsoft Office Suite• Work collaboratively with other departments and executive management to define, develop and implement business solutions, marketing strategies, or other billing system related processes• Perform data analysis, testing, debugging, audits, and problem resolution• Research and evaluate system use procedures and present recommendations for improved system operations• Data mining using SQL• Create data verification methods and comply with standard system procedures• Manage and oversee billing system operations• ICOMS order entry training• Process analysis, improvement and modeling• Remote location support

• Responsible for all accounting and financial analysis using QuickBooks and the Microsoft Office Suite• Manage customer care and technical operations• Process analysis, improvement and modeling• Create and implement marketing strategies to drive new business• Maintain and process payroll using QuickBooks as well as handle all hiring and terminations

• Data mining using SQL• Analyze vital subscriber data for marketing tactics• Elicit and document system setup requirements to support new product offerings using Microsoft Office Suite• Create reports to show subscriber gain/loss, discounted customers and revenue by customer across the division using SQL and Microsoft Excel• Track and create marketing materials including subscriber notices and welcome documents • Setup and maintained marketing promotions using ICOMS billing software• Train customer service personnel on new product offerings and rate changes

• Maintain and support business critical DB2 database• Setup, maintain and support ICOMS billing software including pricing, packages, promotional codes, discount schemes, tax structure, creating new billing messages, inserting new customer notifications, PPV/VOD, equipment item numbers, address setup/changes and user security etc.• Maintain and troubleshoot addressable interfaces including SA DNCS, Motorola DAC and High-Speed Data (Road Runner)• Elicit and document system setup requirements to support new product offerings using Microsoft Office Suite• Work collaboratively with other departments and executive management to define, develop and implement business solutions, marketing strategies, or other billing system related processes• Perform data analysis, testing, debugging, audits, and problem resolution• Research and evaluate system use procedures and present recommendations for improved system operations• Data mining using SQL• Create data verification methods and comply with standard system procedures• Manage and oversee billing system operations• ICOMS order entry training• Remote location support