RESPONSIBILITIES:• Elicit requirements using interviews, document analysis, requirements workshops, storyboards, surveys, site visits, business process descriptions, use cases, scenarios, event lists, business analysis, task and workflow analysis, and/or viewpoints.• Write requirements specifications according to standard templates, using natural language that is simple, clear, unambiguous, and concise.• Decompose high-level business and user requirements into functional requirements, specified in an appropriate level of detail suitable for use by those who must base their work on the requirements.• Represent requirements using alternative views, such as analysis models (diagrams), prototypes, or scenarios, where appropriate.• Lead requirements analysis and verification, ensuring that requirement statements are complete, consistent, concise, comprehensible, traceable, feasible, unambiguous, and verifiable, and that they conform to standards.

Collaborate on the standardization and maturation of IT project management processes in alignment with industry best practices: California Project Management Methodology (CA-PMM), Project Management Body of Knowledge (PMBOK), and Business Analysis Body of Knowledge (BABOK).

Combining my passion for customer service and process improvement to continually grow professionally in each aspect of the system development life cycle. Serving as lead subject matter expert (SME) on customer service management system enhancements, managing relationships between help desk, problems, defects, and changes for a statewide longitudinal data system. Serve as SME in requirements elicitation for changes to statewide data systems. Leading continual improvement of processes, procedures, and policies that deliver significant value to the organization.

Served as Project Manager on multiple cross-division and cross-agency projects. Served as lead subject matter expert (SME) on improvements to Customer Service Management System to manage relationships between help desk, problems, defects, and changes for a statewide longitudinal data system. Served as SME in requirements elicitation for changes to statewide data systems. Led continual improvement of processes, procedures, and policies that deliver significant value to the organization. Developed, executed, and maintained project management deliverables throughout SLDC. Collaborate with client services staff to on SLA implementation with supporting performance metrics and reports. Elicited business and technical requirements from relevant stakeholders using interviews, document analysis, workshops, surveys, site visits, scenarios, and process modeling. Critically evaluated and report on information gathered from multiple sources to reconcile conflicts. Decomposed high-level information into details, abstracted up from low-level information to general understanding, and distinguished client requests from underlying business needs.

Served as Project Manager on multiple cross-division and cross-agency projects, including development of a Customer Service Management System (SMS) to manage relationships between help desk, problems, defects, and changes for a statewide longitudinal data system. Led continual improvement of processes, procedures, and policies that deliver significant value to the organization. Developed, executed, and maintained project management deliverables (e.g. project plans, charters, issue papers, WBS, RACI matrices, organizational charts, budgets) throughout SLDC. Collaborated in development of SLAs with supporting performance metrics and reports. Elicited business and technical requirements from relevant stakeholders using interviews, document analysis, workshops, surveys, site visits, scenarios, and process modeling. Critically evaluated and reported on information gathered from multiple sources, reconciled conflicts, decomposed high-level information into details, abstracted up from low-level information to general understanding, and distinguished client requests from underlying business needs. Served as a subject matter expert of issues and change requests, supporting inquiries from internal and external stakeholders.

Served as Project Manager on multiple cross-division and cross-agency projects, including development of a Customer Service Management System (SMS) to manage relationships between help desk, problems, defects, and changes for a statewide longitudinal data system. Led continual improvement of processes, procedures, and policies that deliver significant value to the organization. Developed, executed, and maintained project management deliverables (e.g. project plans, charters, issue papers, WBS, RACI matrices, organizational charts, budgets) throughout SLDC. Collaborated in development of SLAs with supporting performance metrics and reports. Elicited business and technical requirements from relevant stakeholders using interviews, document analysis, workshops, surveys, site visits, scenarios, and process modeling. Critically evaluated and reported on information gathered from multiple sources, reconciled conflicts. Provide technical expertise on special technical projects including geocoding and conversions from paper-based to web-based data collections.

Led change process for departmental reorganization. Served as Project Manager on multiple cross-division and cross-agency projects, including the development of a Customer Relationship Management (CRM) system. Provided leadership and guidance related to technology implementations for University staff, students, faculty, UC affiliates, and community members via telephone, email, and on-site analysis and evaluations. Developed Service Level Agreements for prioritization of IT goals and ensured cross training of staff to ensure SLA goals were exceeded. Formulated and implemented new business processes and technology related migration plans. Conducted recurring meetings with technical staff to review workload, and work products. Provided technical guidance, resolved escalated issues as necessary. Hired and trained personnel. Developed and delivered training material to internal technical staff and external supported clients. Maintained accurate and timely response documentation in accordance with UC, State, and Federal policies and regulations. Developed and managed departmental budgets for both strategic and operational financial planning. Researched industry trends to provide long term planning recommendations.

• Staff Hiring and Development• Child Development• Activity Planning• Budgeting• Training Development