Process Analyst

HELEN M. MILLER

● 815-***-**** ● ********@***.*** ● linkedin.com/in/helen-m-miller/

PROCESS ANALYSIS PROJECT COORDINATOR PUBLISHING

~ Project and Resource Management ~ Production and Quality Assurance

Skilled Process Analyst with solid documentation and communication skills. Expertise at instituting and implementing standards, workflows, processes and best practices. Extensive training and technical support experience. A detailed-oriented multitasker able to work in high-pressure, fast-paced environments. Adapts easily to changing priorities and evolving systems, platforms, applications and tools. An analytical thinker with solid time-management skills and recognized team player able to lead and follow.

Training and Technical Support Process Analysis Standardization Publishing Product Management Workflow Documentation Business Analysis

Issue Remediation Content and Platform Internal Communications External Communications User Acceptance Data Conversion

Print and Electronic Production Copy-Editing Testing

PROFESSIONAL EXPERIENCE

CCH, A WOLTERS KLUWER COMPANY

US Tax and Accounting Publishing

Process Analyst, 2008 – 2018

Participated in the development and testing of new or enhanced products, tools, applications, software and scripts. Acted as core contributor in testing new platforms including CCH AnswerConnect® and CCH IntelliConnect®. Coordinated the efforts of cross-functional teams (on-site resources and off-site vendors) and defined project goals, processes and timelines. Communicated status updates to project stakeholders. Established and maintained strong working relationships with all involved teams and acted as a liaison between in-house teams (editorial and technology) and off-shore vendor production resources.

Create and implement quality assurance plans to ensure acceptable deliverables by vendors.

Review updated content and impacted platform functionalities and ensures no regression has occurred.

Assign and track action items, enforce accountability and verify that deadlines are met.

Monitor quality and timeliness of vendor output and ensure performance complies with standards.

Assign and track action items, enforces accountability and verifies that deadlines are met. Monitors quality and timeliness of vendor output. Ensures performance complies with standards.

Establish and maintain strong working relationships with all involved teams and acts as a liaison between in-house teams (editorial and technology) and off-shore vendor production resources.

Proactively seeks process improvement opportunities and analyzes existing production workflows and procedures to identify potential improvement areas, efficiency gains and quality enhancements.

Concisely creates current- and future-state workflow documentation that captures key details of print and electronic production processing. Integrates new processes and technologies into existing workflows.

Transition established processes to vendors and conducts training and provides ongoing support.

Troubleshoot and resolve complex production processing and data conversion errors.

Provide first-level support and remediation for maintenance issues and make content and process modification suggestions.

Coordinate and arranges team-building sessions and organizational events.

HELEN MILLER ● 815-***-**** ● ********@***.*** PAGE TWO

Senior Production Specialist and Product Editor, 1992 – 2008

Composed, reviewed and approved print proofs for books and loose-leaf reporters. Coordinated data conversion and product revision efforts.

Managed content, metadata and mark-up to produce publication-ready content and made updates utilizing content management software.

Promoted final content to customer-facing electronic applications and platforms.

EDUCATION

Bachelor of Science (BS), Political Science

Illinois State University, Normal, IL

CERTIFICATION

Paralegal Certification, Legal Studies

Illinois State University, Normal, IL

PROFESSIONAL DEVELOPMENT AND TRAINING

Project Management, Employer Provided Training

TECHNICAL

Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

Documentum, SGML, HTML, XML

Content Management (SharePoint, Information Manager, Adept Editor, Epic Editor, Arbortext Editor) Tracking Applications (Lotus Notes, JIRA, ServiceDesk Plus, ServiceNow)

Custom Publishing Tools and Applications

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