Michaela Hilliard Email & Phone Number

Baltimore, Md, Us

Washington Dc-Baltimore Area

Baltimore, Maryland Area

Baltimore, Maryland Area

Provide Planning and Analysis (P&A) and Requirements Analysis efforts in support of Electronic Services initiatives. Serve as a liaison between the business and I.T. organizations in the development of new I.T. solutions and enhancements to existing applications and software. Identify and recommend areas of improving efficiencies and implement customized solutions using SaaS. Lead strategic partnerships alignment initiatives to identify and solve business challenges. Facilitate meetings and discussions for requirements gathering, process improvements throughout the project life cycle. Responsibilities: *Lead Analyst managing projects at client site for ability to strategize, manage, develop, document, and implement short term and long-term process improvement activities.*Lead the planning, analysis, development, UAT and implementation phases of automating the internal business process, develop detailed functional requirements, document the business process, create and validate test cases and use case scenarios, track and report defects and issues. *Create and update documents (Project Scope Agreement (PSA), Business Process Description (BPD), business and functional requirements, business models and use cases.*Collaborate with SMEs, stakeholders, and end-users to elicit requirements and improve business process and web content. *Coordinate with technical development team to ensure complete understanding of functional specifications.*Manage and track online content and workflow.*Manage the process that allows editing, modifying, and publishing of content on the web and incident management through Oracle RightNow Customer Experience (CX) Cloud Service.*Develop training documentation and train internal staff and SMEs on new application and business process.*Gather data and perform analysis to determine problem areas and potential problems and recommend solutions.*Business analytics and metrics performance using Business Intelligence reporting tool.

Baltimore, Maryland Area

Developed requirements for web-based applications used by the Client in various field offices. Provided Subject Matter Expert knowledge and support during User Needs Analysis meetings sponsored and coordinated by the Client. Analyzed, developed, tested, and implemented new or redesigned systems to meet the clients disability program needs. Evaluates programmatic information and data requirements, and modifications to existing systems against user defined requirements and performance criteria. Major accomplishments: *Certified that changes are in conformance with functional specifications and with Agency regulations, policies, and procedures, writes functional specifications, procedures, instructions and standards*Developed and maintained a comprehensive, updated and integrated set of system documentation, source code for programmatic software and requirements specification of system changes against user requirements and performance criteria*Performed requirement analyses, defining Client approved user needs, documents requirements for automated data processing services for Social Security Disability*Coordinated user requirements with all client offices, Federal and State agencies to ensure the efficiency and effectiveness of program information needs and overall systems support requirements are met.*Complied with software in accordance with agency and federal standards, including CMM and Section 508 compliance

Bethlehem, Pennsylvania

•Functioned as an active member in the Project Management Department of Information Technology from initiation to implementation. Assisted with establishing project requirements, priorities, scheduling, and resources. Monitored project progress with weekly project meetings, prepared and distributed minutes of meetings.•Participated in the full System Development Life Cycle process using a waterfall methodology which included analysis, design, user acceptance and regression testing, technical trouble shooting and training.•Facilitated requirements for enhancements to existing ecommerce and internal travel systems such as americanexpressvacations.com, myaev.com, Ziptothere.com, deltavacations.com, and travimp.com. •Scheduled and coordinated meetings and interviews with internal and external business owners, technology managers and developers to facilitate the understanding, clarification, and implementation of requirements during JAD sessions.•Gathered, analyzed, and documented detailed functional business requirements for the application development design and analysis processes. •Assisted in creating screen mockups and use case scenarios. •Documented all change management requests, business workflow processes, and business rules based on business group needs.•Used Visio to create work flow diagrams.•Acquired business owner requirements sign-offs.

Bethlehem, Pennsylvania

• Consulted with clients to plan and recommend various travel destinations to the satisfaction of both the customer and companyResearched and booked air, hotel, car, and other travel itineraries to offer the best package dealProvided world-class customer service with problem solving analysis and a keen ability to resolve any and all disputes • Worked under minimal or no supervision.• Generated over $3.5 million in new business in one year. • Promoted to a Business Systems Analyst in the company’s Information Technology Department.

• Crafted unique travel reservations for consumer and travel agent customers.• Analyzed and determined the best value travel arrangements.• Generated over $2 million in new business in each year of service.• Selected by management to participate in company’s prestigious Advisory Board

• Offered custom designed credit card programs to potential and existing customers via phone.• Consolidated accounts, prepared and completed accurate application for acceptance.• Exceeded customer satisfaction goals.• Met and surpassed monthly individual and department goals