senior business analyst application manager resume example with 10+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -

Accomplished and results-driven business analyst with broad-based expertise in building and leading effective strategies for enterprise IT systems, delivering groundbreaking advancements for a major healthcare organization while supporting service requests and information security.
Expertise in leading the implementation of projects to strengthen and expand systems to meet the needs of large organizations. A demonstrated record of success establishing relationships and motivating teams to produce consistent results in a series of leadership positions with Vidant Medical Center, Washington Publishing Company, Kaiser Permanente, and Assurant.

  • Business operations management
  • ITSM ServiceNow
  • ITBM ServiceNow
  • Requirement Gathering and Elicitation
  • Requirement Analysis
  • Strategic Planning
  • IT Budgeting
  • Application Management
01/2013 to 03/2020
Senior Business Analyst/Application Manager Alvarez & Marsal San Jose, CA,
  • Built the Application Portfolio Management Program from the ground up, which enables senior leaders to prioritize investments into 16 application portfolios.
  • Receives, prioritizes, and tracks support issues using ServiceNow; develops reports providing hospital leadership with insight into key metrics to identify opportunities for improvement.
  • Produced $4.2MM in savings over three years by identifying and decommissioning legacy systems and technologies.
  • Plans and leads change activities for 225 applications identified as part of a Data Center migration from the Greenville, NC location to Raleigh and Charlotte Co-Locations, by collaborating with impacted end users and teams.
  • Leads projects that included the migration of a data center hosting 225 applications; personally oversaw and approved the migration of 150 applications from a data center in Greenville, NC to sites in Charlotte and Raleigh.
  • Created, implemented, and standardized change management protocols for Normal, Emergency and Standard change management practices impacting all 11,000 employees on the ServiceNow Platform.
  • Facilitate communication between key stakeholders and Information technology to ensure concise communication of project requirements to achieve consistent quality deliverables
  • Proven experience working in complex projects gathering user requirements and converting them into user story and acceptance criteria requirements
  • Hands on experience in working with customers to define/optimize their business processes, breaking them down into requirements, and helping define the implementation through available technologies.
  • Design and develop documentation including procedures, process flow diagrams, work instructions, and protocols for processes.
  • Collaborate with clinical teams across the various development phases to ensure enhancements/changes are implemented and tested according to requirements
  • Excellent verbal and written communication skills, including experience working directly with customers to discuss their requirements and objectives.
  • Proven experience in multi-tasking and managing efforts to within the schedule. Ability to learn and support new systems and applications.
  • Led end-to-end project management, including staffing, progress tracking, and the distribution of status updates to key project stakeholders. Engaged in requirements gathering during interviews with business stakeholders, created user stories, and conducted user acceptance testing.
  • Partnered with the Chief Medical Officer to define policies, procedures, and best practices to govern 13 healthcare providers, including physicians, nurses, physician assistants, paramedics, nurse practitioners and medical assistants.
  • Partnered with the Chief Medical Officer to re-engineer the sepsis process and implemented the Sepsis Best Practice Advisory across Vidant Health Enterprise bringing the mortality rate down by 2%. This achievement was profiled on the company’s website in the article VH Information Experts Use Data to Improve Care.
  • Safeguarded mission-critical systems and confidential information through the management of annual external security audits.
07/2011 to 11/2013
Senior Healthcare Consultant Highmark Inc. Glenshaw, PA,
  • Excelled in a series of client engagements with healthcare organizations in Tennessee, Florida, and California, leveraging a consultative approach to gain insight into the requirements and challenges facing each organization.
  • Overall, executed eight projects in 2012, working with client Patient Care and Finance teams while collaborating with support teams to investigate and resolve product, service, and accounting issues.
  • Preferred Care Providers, Miami, Florida. Engaged in needs assessments and formulated recommendations designed to bolster overall profitability and position the client for sustained success.
  • Central California Alliance For Health, Santa Cruz, Monterey. Led a project to translate ICD-9 to ICD-10 codes, protecting $1.8MM in revenue, and designed processes to improve overall profitability.
  • Life Line Health Hospitals, Nashville, Tennessee. Led vision, strategy, and execution for the Pediatric and Cardiology service line facility
06/2009 to 02/2011
Business Analyst Consultant Marsh & Mclennan Companies, Inc. Elon, NC,
  • Initiated and directed a hospital-wide study to identify areas for process improvement targeting Safety, Effectiveness, access and Patient -Centeredness.
  • Conduct 5+ levels of testing including functional, regression, user acceptance, integration and performance to verify that stakeholder needs were met.
  • Engaged with providers to gather software requirements/business rules, and ensure alignment with development teams.
  • Documented requirements for Best Practice Alerts within the Epic Electronic Health Record Clinical Documentation Module to implement Sepsis Alert, Computer Physician Order Entry, and blood transfusion.
  • Communicate Provider business requirements by developing easy-to-understand data and process models.
11/2008 to 06/2009
Business Analyst Assurant Solutions City, STATE,
  • Responsible for bridging the gap between IT and the end users to determine requirements and deliver data-driven recommendations and reports to executives and stakeholders.
  • Identified errors and performed root cause analysis to determine core issues resulting in end user dissatisfaction.
  • Performed user acceptance testing with a focus on documenting defects and executing test cases that impacted more than 700+ end users.
  • Conducted Rapid Joint Application Development sessions for six different projects over the course of 11 months.
    Evaluated risks related to requirements implementation, test processes, project communications and training, saving the company on an average of $11,000.
  • Translated stakeholder requirements into over 10 different tangible deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, and data flow/data model diagrams.
Education and Training
Expected in
Master of Science: Health Law Policy
Wake Forest University - Winston-salem, NC
Expected in 2007
MBA: Health Administration
Osmania University - Hydrebad, INDIA,

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Resume Overview

School Attended

  • Wake Forest University
  • Osmania University

Job Titles Held:

  • Senior Business Analyst/Application Manager
  • Senior Healthcare Consultant
  • Business Analyst Consultant
  • Business Analyst


  • Master of Science
  • MBA

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