Joyce Young

Roberta Joyce Young                    904-697-6629              jyoung@avalon6.net

 SUMMARY:

Seasoned professional with proven experience managing all facets of business analysis and software support projects.  Key skills include the ability to adapt to new environments, situations and software applications. Clients includes: Industry, Commercial/Health, Federal Government, State and Local Government.

Project Manager: 

PM assignments (combined with BA roles).  25+ years of project management (technical, change, process management) experience covers all facets of strategic planning and business financial management.  Created and managed Waterfall/Agile project documentation (technical writing) including Business Requirements documents (BRD), Work Breakdown Structure (WBS), budget management and other project related documents. Managed the development and execution of project test plans and scripts. PMP Certified

Business/Process Analyst: 

25+ years of business analysis/process management (analysis, design, testing, training, and implementation), requirements gathering and analysis, document & records management, workflow.  Process Management Certification (M.A. Hammer Cambridge, MA). 

TECHNICAL SKILLS:

• Create and maintain Project Plans, WBS (project schedules) user requirements (BRD) and use cases, etc.
• Create detailed Test Plans and Scripts
• Develop and deliver Training Plans and Guides 
• Create and manage Project Schedules, WBS Documents 
• ECMS (DMAIC- Waterfall/iterative), Lean/Agile/Scrum methodologies
• Skilled user of: MS Office (Word, Project, Visio, PP), SharePoint, Rational RTC/RRC/QRC, Clear Quest, Team Foundation Server (TFS), JIRA
• Multiple document management/workflow process automation products including Docuvantage, Opitx, DocFinity, SpyView, VIP, FYI, and TRIM

CERTIFICATIONS/TRAINING:

• Project Management Professional (PMP) Certification (PMI) Dec 2009
• Acquisition Project Management (Defense Acquisition University (DAU)) Certification (2005)
• Six Sigma Green Belt, Villanova University (2007)
• Process Management Mastery Certification, Cambridge, MA (2005)
  • Course 1 - Power of Process: Overview of process management
  • Course 2 - Process Redesign: Project view of process management.
  • Course 3 - Leading Transformation: Principles, methods, and skills used for introducing process thinking into functional organizations and sustaining performance (Change Management)
• Quality Center Training Sessions (BOA)
• Process/workflow Automation Systems, DocuVantage, Magellan, Identitech, DocFinity, Salone (various dates)
• Enterprise Change Management System (ECMS) Training Sessions (BOA) (2008) 
• MANPRINT (Army Man/Machine Interface processes) certification, Fort Belvoir, VA

   PROFSSIONAL EXPERIENCE:

CIGNA (Express Scripts)                 06/2021 to 11/2022

Agile Product Owner representing the voice of the customer at the team level supporting the transition from the aging patient facing eSD application to a redesigned Customer Service Portal (CSP) allowing the patient support team to provide efficient and reliable services. Worked with each of nine (9) teams to review and test features that maximize business processes adding value and delivering specific and improved functionality to each customer/patient while providing the customer service team with an improved, streamlined process for assisting patients. This assignment tasks and skills included:

• Provide front line customer/patient service teams with product features that enhance their ability to interact with new and existing patients for a wide variety of products including supplement insurance, medical prescription inquires, timely product delivery.
• Converting from an ageing customer service product to a new modernized, streamlined product that improves the efficiency of the customer/patient service team
• Work with nine technology teams to evaluate areas that compliment or affect individual team functional development. 
• Conducting reviews and analysis to identify areas where teams were developing similar features to avoid duplication of effort
• Pre-test new or updated features to identify potential issues or updates
• Manage the insurance providers Open Enrollment process so that customer service teams have access to accurate data for assisting patient’s enrollment process
• Create a system to reduce the time Technical Product Owners spent on production validation without affecting the quality of the validation by combining related features
• Excellent written and verbal communication skills and presentation skills to provide project status presentations
• Thorough understanding of Agile/Scrum business operations and processes 
• Application skills include: Jira, confluence, all MS Office products, 

Tractor Supply Company (TSC)      11/2019 to 03/2020 

Senior Analyst/Facilitator/Documentation (contract)- supported TSC’s Business Intelligence Team by providing IT project experience, verbal and written communication skills, process mapping, professional documentation for the following tasks:

• Facilitate process design sessions with technical resources
• Driving design conversations to a unified decision 
• Create workflow diagrams based on the technical vision
• Facilitate process design with stakeholders related to go-live support, maintenance, enhancement and monitoring processes related to Azure 
• Partnered with QA team to document test cases and success measures for requirements
• Facilitate alignment and document process to standardize internal and external data source for analytics
• Partner with change manager, PM and additional consultants to ensure clear, meaningful and accurate documentation, complete alignment across stakeholders and optimal process design

ManTech Client, Department of Veterans Affairs                             03/2019 to 8/2019

Sr. Technical Business/ Requirements Manager - supported the Department of Veterans Affairs Office of Resolution Management (ORM) by applying my skills and experience to the direct support to the VA business customer. Tasks included the following: 

• Responsible for eliciting, managing and tracking client requirements and validating that the final product meets all client expectations as defined in the ORM VA Project Work Statement (PWS)
• Project was structured on a combination of Agile/Scrum and Waterfall methodologies and artifacts
• Supporting the VA business customer throughout the software development life cycle (SDLC) for the department’s modernization and transformation goals
• Incorporate industry best practices for business analysis and architecture
• Develop, document and validate workflow and process diagrams 
• Defining, analyzing and documenting current (as-is) state of business operations and a future analysis and documentation of the proposed future (to-be) state
• Managed the creation, review, and updates of critical project events such as project tasks (use cases), test scripts and test results using TFS and/or JIRA
• Edited, updated and maintained Contract Line Item Deliverable (CLIN) artifacts including:
• Risk Management Plan and Risk Register
• Requirements Traceability Matrix (RTM)

Deloitte           11/2018 to 01/2019

Product Manager for Valuation Portal (contract) -short term assignment. Drive/support the enterprise-scalable product design, development and deployment 

• Participate in planning and scoping sessions for technology products in an Agile/scrum environment 
• Applied the Six Sigma DMAIC (define, manage, analyze, improve, control) methodology to execute continuous process improvement for an auditing software development application.
• Coordinate with business subject matter experts (SMEs) and stakeholders to capture key solution features and capabilities for solution design
• Determine how solutions impact existing work processes and systems, and how to manage the integration of new process’ or functionality
• Author detailed functional and non-functional business requirements / user stories Managed the creation, review, and updates of critical project events such as project tasks (use cases), test scripts and test results using TFS and/or JIRA
• Project funding for my 2018 project was re-allocated to a 2019 project 

Citi, Ft. Mill, SC        06/2017 to 12/2017                

Lead Business/Change Analyst (contract)

• Supported the Global Technology Anti-Money Laundering (AML) Business Solutions Team to execute new project management processes in the Agile environment using fundamentals of Six Sigma DMAIC to implement continuous improvement.
• Worked with the assigned business managers to ensure a clear understanding of their requirements for successful project transformation to enterprise processes 
• Generated documentation and communications to project managers, team leaders and stakeholders to maintain overall preparation and understanding of multiple targeted changes to the processes 
• Created, tracked and maintained the proposed change /configuration management process through the project governance committee.
• Analyzed and documented cross project dependencies, issues, risks and provided oversight of dependencies between project related action items 

Bank of America, Charlotte, NC      05/2016 to 04/2017

Technical Project/Process Manager  

BOA recruited me for a fourth (4th) project to provide BA and PM support as the lead analyst for multiple projects

• 2016 – Managed two short term projects (less than a year) from the initial Charter through Implementation and final Project Closing tasks
• 2017 – Managed large multi-year government compliance project Implemented the conversion of the current Waterfall methodology to the more versatile Agile/Scrum 
• Managed the creation, review, and updates of critical project events using Quality Center including epics, project tasks, test scripts and results and defect resolution 
• Created and delivered project related documents, spreadsheets and forms using Word, Project, Visio, PP, SharePoint, Clarity, PCMWeb, Quality Center, Nexus. Worked with the assigned business managers to gather, document and refine project related business requirements and follow up to ensure a clear understanding of their requirements 
• Developed and executed user acceptance testing (UAT) prior to final implementation 
• Created, tracked and maintained change management process through the project governance committee 

SC DSS Palmetto Automated Child Support Services (PACSS), Columbia, SC                11/2015/to 03/2016

ProjectManager                                                                                     The project scope was to align with or replace existing enterprise child support process automation to achieve compliance with federal government certification. 

• Generated, reviewed, and updated critical project documents using Team Foundation Server (TFS), Excel and other products as required 
• Created and managed the Cross-reference matrix ensuring that documents aligned with the SDLC elements according to the SC State DSS guidelines 
• Maintained budget and resource assignment for overall team of 80 resources.
• Generated Change Management, Testing, Project Management and other key project related plans.
• Tracked and maintained configuration and change management process via project’s governance committee process to ensure all stakeholders were represented and informed

Lafayette, LA Consolidated Government, Lafayette, LA     07/2015 to 11/2015   

Sr. Business Requirements Analyst/Manager - Short term contract to complete Phase 1 of the LCG City Prosecutor Electronic Records/document project. 

• Phase 1 was limited to generating a comprehensive Business Plan for the City Prosecutor’s office to implement 
• in Phase 2. The overall requirement was to automate and integrate the prosecutor’s office manual paper 

process with the manual police department’s existing stand-alone data base and the Court System records.   

• Conducted interviews and Joint Application Design (JAD/RAD) sessions with key stakeholders to collect data for mapping/documenting the current manual “as-is” process for the LCG records management between the Police Department, City Prosecutors Office and the County Courts
• Used the approved “as-is” baseline and key stakeholder input to create, map and document the future “to-be” LCG automated process between the Police Dept., City Prosecutors, and Courts
• Created work flow diagrams for both as-is and future “to-be” processes (MSVisio and PowerPoint)
• Worked with CIO to create a process for tracking and maintaining proposed configuration and change management details and issues
• Utilized SDLC and Waterfall methodology with the recommendation that the client convert to the Agile/scrum methodology for application development using Six Sigma methodology for continuous improvement in Phase 2
• Mock up live wireframes for user input and statistical dash boards 
• The end result was a detailed interactive Business Requirements Document (BRD) that addressed all project related plans (communications, test, training, implementation, etc.) to be implemented in Phase 2

 Dept of Veterans Affairs, North Charleston, SC             12/2011 to 05/2015   

Product /Requirements Manager - The Veterans Benefits Management System (VBMS) is the enterprise, high visibility and complex health, medical and pension benefits claim process automation project for electronic veteran’s applications for military benefits

• Managed forms automation process for delivering customer defined benefits requests and processing 
• The VBMS project followed the Agile/scrum life cycle methodology to rapidly respond to flexible customer requirements and deliver solutions for daily project progress and oversight 
• Participated in Joint Application Design (JAD/RAD) sessions with a nationwide mix of key stakeholders
• Worked with the assigned VA customer, project managers and scrum master to ensure a clear understanding of the ongoing requirement changes and/or additions in conducting research as necessary
• Analysis of user requirements for clarity, completeness, scope and technical feasibility
• Coordinated the internal Quality Assurance team (iSQA), business representatives, user representatives and development team to translate business requirements into manual and/or automated test plans 
• Decomposition of user functional requirements into sub-artifacts using Rational Team Concert (RTC) creating epics, stories and tasks and RQM for test documents 
• Reviewed application defect database and conducted research to ensure resolution 
• Oversight of the user acceptance testing (UAT) prior to final implementation Tools used to manage the project included: MSOffice Product Suite, Visio, MS Project, Rational RTC/RRC/QRC, Clear Quest, MS Office Product Suite 

BSBA Candidate, Strayer University