Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
  • Leadership
  • Analytical thinking
  • Communication skills
  • Adaptability
  • Change management
  • Strategic planning and coordination
  • Time management
  • Results orientation
  • Training and development
  • Customer service
Professional Summary

IT Business Operations Consultant with over 32 years of experience leading by example to innovate, collaborate and lead change across organizations. Energetic professional with great analytical thinking and strategic planning. Known for leadership and training skills.


ITIL Foundation

May 2017

Lean Six Sigma

Dec 2016

Work History
06/2017 to Current IT Business Operations Consultant Kaiser Permanente | Mission Viejo, CA,
  • Partnered with executive leadership to develop and define reporting technology strategy used in IT Operations Application and Resiliency Services (IT Ops ARS).
  • Developed, tracked, maintained and reported performance metrics. Reviewed and leveraged metrics and outcomes to drive ongoing operational improvements.
  • Directed analysis of systems to develop innovative approaches to IT solutions and new business operating models.
  • Developed and implemented standardized processes and procedures to improve overall efficiency in operations and improvements in data quality.
  • Co-led cross-functional team to develop improvements to data quality and output in multiple areas, including national Incident, Problem and Change Management (IPCM) monthly report.
  • Led cross-functional teams to develop new business services for areas within IT Operations Strategic Services & Business Management. Developed and provided training for team members and various customers for the newly developed business services.
  • Provided strategic direction and served as liaison to drive development and implementation of standards and process across IT Ops ARS.
  • Led development and successful implementation of and training on standardized processes to improve business outcomes in both application support incident management and application onboarding activities. Developed and provided training across IT Ops ARS to ensure adoption and support of new processes.
  • Primary liaison between IT Ops ARS and IT BIO ServiceNow team beginning with implementation of ServiceNow in 2018. Developed and provided over 10 unique trainings to IT staff and various business and BIO partners to support their needs with ServiceNow.
  • Adapted quickly to changing project priorities and job specifications through creative and strategic thinking, problem-solving, teamwork, organizational and communication skills.
  • Applied basic organizational change management principles to assist several teams and areas within IT Operations Business Management and Analytics (IT Ops BMA) and ARS gain employee commitment and overcome resistance.
  • Worked closely with IT Ops BMA Director to maintain optimum levels of communication to effectively and efficiently complete projects within the business services definition.
  • Exceeded goals through effective task prioritization and great work ethic.
09/2015 to 06/2017 Business Operations Analyst Lead Kaiser Permanente | City, STATE,
  • Developed Reporting and Analytics business service for IT Operations Application and Resiliency Services (IT Ops ARS) Care Delivery Application Services, which was then expanded to all ARS portfolios. Set reporting standards and developed standardized processes to ensure quality of data and operational reporting.
  • Recommended reporting strategy to executive leadership, defined and developed standards to support strategy, and implemented strategy across IT Ops ARS.
  • Developed and implemented standardized performance metrics to drive continuous operational improvements and overall data quality improvements within IT Ops ARS.
  • Developed over 20 standardized reports which were transitioned offshore for ongoing monthly support.
  • Negotiated agreements on deliverable due dates, requirements and resources with leadership across various business and IT units.
  • Co-led analysis of systems to develop innovative approaches to IT solutions and new business operating models.
  • Directed operation of several teams to meet customer operational needs, allocating resources as needed.
  • Prepared variety of different written communications, reports and documents to ensure smooth operations.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
04/1995 to 09/2015 Lead, NW Intranet Services Team Kaiser Permanente | City, STATE,
  • Directed operation of multiple teams, obtaining and distributing resources to meet customer operational needs.
  • Developed, tracked and oversaw annual IT staffing and operations budget, providing input to capital budget. Analyzed staffing, costs and forecasts for over 15 years.
  • Developed and defined technology strategy for internet and intranet services in Northwest Region. Set standards and processes. Developed first internet and intranet sites for Kaiser Permanente, serving Northwest Region.
  • Consulted with and acted as liaison to northwest and national business areas with intranet presence to ensure disaster recovery and infrastructure procedures were established. Assisted business areas in maintaining repository of documentation of related standards and processes.
  • Directed support for over 140 websites and 40 web applications. Provided effective capacity planning to manage resources across 2 teams.
  • Developed business and technical requirements for over 40 web applications, ensuring alignment with national initiatives as appropriate. Developed and executed implementation plans. Created and provided customer and end user training for all applications developed.
  • Negotiated deliverable dates, requirements and resources with leadership across various business and IT units.
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
  • Managed team and individual performance, approved time off requests and managed scheduled coverage.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Expected in High School Diploma | Hillsboro High School, Hillsboro, OR GPA:
Expected in 10/2021 | Organizational Change Management Essentials Pink Elephant, , GPA:
Expected in | Information Systems Managemet University of Phoenix, Tempe, AZ GPA:

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School Attended

  • Hillsboro High School
  • Pink Elephant
  • University of Phoenix

Job Titles Held:

  • IT Business Operations Consultant
  • Business Operations Analyst Lead
  • Lead, NW Intranet Services Team


  • High School Diploma

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