James Grea Email & Phone Number

Knoxville, Tn, Us

Knoxville, Tennessee, United States

Works alongside development engineers, testers, and product owners to facilitate many aspects of the development process including gathering requirements, design, UAT testing, and how-to documentation. Liaises between the product manager and technology and support teams. • Refine high-level business requirements received by the Product Team and define detailed business and technical requirements. • Act as consultants with the Product Team as needed as they define the high-level business requirements to ensure the technical feasibility of the desired feature. As needed, participate in vendor and client interviews. • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs • Proactively communicate and collaborate with external and internal stakeholders at all levels to analyze needs and business requirements. • Be a contributing member of development/QA. Responsibilities include sprint planning, project management, assisting with removing blockers, provide business insight and clarification on requirements and product functionality.• Work with Application Support Techs and Delivery Teams to analyze support issues and/or client implementation questions. • Work independently with stakeholders to define concepts, review specifications, solicit feedback, gather requirements, and obtain approval for specifications. • Facilitate the UAT process for completed features prior to delivery to production environments to ensure business needs are met as intended.

Knoxville, Tennessee, United States

Agile Product Management with project focus on QPP Backlog refinement and delivery for the Salesforce platform.• Platform design and workflow oversight. • Solution Management oversight to understand and communicate proposed solutions across the enterprise for planning and delivery. • User Story composition and detail in accordance with Agile project methodology. • Sprint/Release planning and execution. • Review of User Acceptance Testing and planning. • QPP Increment planning and delivery. • Post-release triage. • Review and prioritization of Issue tickets.

Utilizing relationship management to contribute to the success of technology initiatives involving Salesforce-based integration with other infrastructure to create a simplified and singular customer experience. - Requirements and functional architecture analysis - Testing, training, and implementation of applications. - Assisting the business line with requirements and working with the application development team to create a functional architecture. - Developing and maintaining detailed knowledge of the business's current technology and infrastructure from a functional perspective. - Provides guidance concerning business implications of development projects. - Consultant to internal business groups on process improvement projects designed to improve their business results.

Knoxville, Tennessee Area

Agile Product Management with project focus on Portfolio Backlog refinement and delivery for the Salesforce platform. • Solution Backlog refinement and oversight. • Feature priority and composition in accordance with Agile project methodology. • Vision/Roadmap planning and execution. • Review of Feauture Acceptance and planning. • Program Increment planning and delivery. • Post-release triage. • Customer Elicitation, including customer interviews/surveys, competitive analysis, user experience mock-up generation, and use-case modeling.

Knoxville, Tennessee Area

Agile Product Ownership with project focus on Operational Maintenance/Boarding in the Salesforce platform. • Platform design and workflow oversight. • User Story composition and detail in accordance with Agile project methodology. • Sprint/Release planning and execution. • Review of User Acceptance Testing and planning. • Program Increment planning and delivery. • Post-release triage. • Review and prioritization of Issue tickets.

Global Operations Change Management

Oversight of GOPS team for North America, Mexico, and Brazil regions with focus on operational system performance in production environments. • Working directly with Elavon Global Technology Service (GTS) teams and Development resources on issue resolution for all Major Incidents. • Real-time communication with impacted Operational resources. • 24-hour support for all Major Incident evaluation and management. • Release validation coordination.• Oversight of select project User Acceptance Testing. • Post-release triage. • Review and management of escalated Operations support tickets. • User Admin Role support and management. • Daily User Desktop support resolution. • Production issue research and resolution• Reporting delivery and business review for Operations customers.

Global Operations Change Management

Oversight of operational change management team expansion for Elavon’s Latin American Joint Venture (JV) relationships, including education of Elavon JV Support Resources and project roadmap/pipeline alignment. • Support with submission of new ideas in the project Tollgate. • SME knowledge of enterprise platforms.• Support for impact identification for projects impacting JV. • Business Analytics.• Development of new processes and procedures related to operational business lines.• Support for impact identification for JV projects impacting Enterprise. • JV advocate for issue identification and resolution. • Support best practice for issue prevention. • Change Management best practices. • Support weekly review of project pipeline

Global Operations Change Management

Planning, executing and finalizing projects and procedures related to new product and payment solutions for the internal operations business.Responsibilities include: • Coordination with collective Product Management teams for release scheduling. • Requirements gathering and organization.• Business analytics.• Documentation and development of new processes and procedures related to operational business lines.• Identification and management of procedural impacts to collective operational departments.• Tracking, management and delegation of tasks and responsibilities to appropriate personnel.• Development of operational project/task plans and associated communications documents.• Proactive management of adjustments to project scope, potential risks, and development of applicable contingency plans. • Identification and resolution of issues within the assigned project team. • Coordination of applicable training classes and reviews related to the project release.

Client Relations

Managing and maintaining a financial relationship with national merchant accounts that have an annual credit card processing volume of $15 million dollars or more. Responsibilities included:• Serving as direct point of contact with an assigned National client base in order to build and maintain lasting relationships and client retention.• Reviewing and negotiating Visa/MasterCard interchange assessment rates for all accounts to verify the client is priced at best, most competitive rate structure.• Reviewing and securing legal merchant contract agreements including Terms of Service Guide (TOS), Cross-Corporate Guarantees (CCG), and Merchant Processing Agreements (MPA). • Implementing, training and informing client base of new products and services to increase the company’s Value Added Service (VAS) response and client revenue for services including Electronic Check, Electronic Gift Cards, and Dynamic Currency Conversion.• Providing 24 hour “on-call” support for all National relationships on rotation.

Keybank Merchant Services Department

Provided assistance for escalated client issues, served as a sales channel liaison, and assisted in the supervision of the KeyBank Department team.

Elan Customer Service

General Customer Service and support for the Elan customer portfolio.

Knoxville, Tennessee Area

Managed retail sales locations in the greater Knoxville area. Assisted in the supervision of a staff of 26 employees. Hired and trained new employees, maintained employee schedules, payroll, prepared and analyzed weekly budgets, inventory control.

Knoxville, Tennessee Area

Supervised a staff of 18. Hired and trained new employees, merchandising management, maintained employee schedules and payroll, inventory control.

Psychology

General Education Diploma, High School/Secondary Diplomas And Certificates

Activities and Societies: Music Theory, Marching Band, Drama, French Club, Creative Writing, English Lit