Andre Owen

Hands-on Certified Scrum Master, Senior Business Analyst with extensive experience in project management, process improvements, and leadership. Demonstrated expertise in implementing, supporting, and optimizing enterprise software products. Adept at building business relationships, aligning stakeholders, and collaborating across all seniority levels. 

Analyzes business processes and leverages strategic thinking, industry knowledge, and communication skills to implement initiatives that drive growth, streamline operations, and exceed stakeholder expectations.

Fiserv, Inc. May 2022 - Oct 2022

Implementation Project Consultant (Remote)                                             

Led the digital lending team at Fiserv, supporting large volume customers. Provided support for Fiserv’s proprietary Loan Director digital account opening tool.  Implemented rules-based workflows, auto decisioning, and eSign experiences by leveraging Fiserv’s platform and third-party partnerships (example: Transunion).  

• Served as Business Analyst on ServisFirst implementation, a highly visible/high net worth customer.  
• Managed requirements gathering process for base configuration and customizations.
• Provided solution consulting input and functional subject matter expertise for Loan Director product.
• Conducted UAT functional demos and triage for UAT, Pilot, and post launch issues.
• Set up customer workflows, decision rules, and trained system users to create user profiles, roles, and security groups. 

Packsize International, Salt Lake City, UT               Oct 2021 - Apr 2022

Product Manager

Member of software product team at Packsize International, with focus on creating and improving On Demand Packaging solutions.  Led projects to determine overall equipment effectiveness (OEE), managed key vendor relationships, and implemented department processes and KPIs.  

• Led design and execution for SensrTrx, a POC that leveraged IoT devices to calculate OEE, reduce downtime, and allow users to view manufacturing data via real-time via a mobile app. 
• Owned the relationship with vendor Mingo, including negotiation, onboarding, and service delivery.
• Co-authored best practice guide ‘The Packsize Way’, establishing department standards for customer visits, product usability tests, and new team member onboarding.

Systems Implementers, Clearfield, UT Mar 2021 - Sep 2021

Consultant II (Contractor)   

Part of a government contracting staff that supported workflow maintenance and operational sustainment activities at the Ogden Air Logistics Complex.  

• Configured workflow changes to the Impresa software system, a SaaS platform that enabled squadrons to schedule, plan, and manage the teardown, disposition, and rebuild cycle of high-value, complex assets.
• Performed grey-box testing, documenting that changes met all functional/non-functional. requirements and providing signoff that change poses no risk to existing features or functionality.  
• Conducted training on new functionality, and communicated change release schedule to stakeholders, ensuring project teams had clear understanding of deliverables, timeline, and impact to application.  
• Maintained on-time completion rate of over 99% for all projects.
• Designated as a Public Trust (SF 85P) employee for access to High Risk non Sensitive data. 

Fidelity Investments, Salt Lake City, UT; Covington, KY  June 2000 – January 2021

Squad Leader (Product Owner)

Partnered with other product/squad leaders across the organization to direct the early stages of a long-term, strategic transformation initiative that impacted over 8000 associates.  Contributed to implementation of a new enterprise Workflow Automation platform.

• Introduced new products/product features to the organization using Agile Scrum methodology.
• Defined and maintained product roadmap, with frequent updates to senior management and business partners.
• Developed and maintained the core web service API, business functionality, and unit/integration tests. 
• Managed vendor relationship and technical integration with Smart Communications, a third-party communication software that allows custom communication to each Fidelity customer.
• Reduced customer request backlog by over 40% within the first six months in the role.
• Obtained Scrum Master certification from Scrum Alliance, 2020
• Earned President's Circle Award (Top 1% of Workplace Investing associates).

Senior Manager, Professional Services, Covington, KY, Feb 2012 - Sep 2016 

Managed team of 8 direct reports responsible for requirements gathering and configuration management of XTRAC Solutions, Fidelity Investment’s enterprise workflow automation platform.  

• Owned operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects.
• Managed project implementations at senior level, ensuring service delivery and resolution of escalated issues.
• Collaborated with development to ensure service readiness for new releases.
• Conducted interviews, selected, trained, and coached new team members.
• Mentored employees through Aspire, Fidelity’s employee resource group for Black and Latino associates.  
• Received the Client Services Associate of the Year award for 2016.

ADDITIONAL RELEVANT EXPERIENCE

Fidelity Investments, Covington, KY 

Associate Systems Analyst | Senior Systems Analyst

Implemented workflow solutions and integrations, improved process efficiency, represented the ‘voice of customer’, and drove incident resolution for customers of Fidelity’s workflow automation platform. Collaborated with co-located associates in on-call rotation, with frequent off-peak hour change activity and incident resolution. Ensured compliance with Fidelity disaster recovery testing requirements, including, execution of documented procedures established in the event of significant business interruption/large-scale system unavailability.

Participant Services Representative    

Piloted the early Career Development program, now known as Launch, at the Northern Kentucky University campus. Selected as part of a group of 50+ full time students to staff Fidelity’s first on-campus call center. Assisted customers with a broad range of requests, including account balance requests, retirement plan distributions, fund transfers, and rollovers. Exceeded call adherence standards/KPIs for first call resolution and customer satisfaction.

EDUCATION

Bachelor of Science, Information Systems with Business Administration Minor

 Northern Kentucky University, Highland Heights, KY