Business Analyst Operations

JOHN C. OWENS

**** ***** **** **** **. voice: 678-***-****

Atlanta, Georgia 30329 e-mail: ad5ewv@r.postjobfree.com Improving Business Operations Through Software Solutions An information systems specialist who analyzes business requirements and captures them in cogent specification artifacts, adding value between user and IT teams through prioritized yet robust design of software processes and data structures. Adeptly applies senior-level discern- ment, employing contemporary and traditional techniques, in varied environments. Demon- strates ability across the software development life cycle with strengths in programming, infor- mation management, documentation, and support. An insightful, creative practitioner who con- ducts projects with accuracy and thoroughness, excels in communicating with diverse organiza- tional levels, and functions effectively in strategic and tactical roles. Capabilities and Techniques

Analysis: SME interviews, facilitated sessions, interface definition, functional decomposi- tion, process re-engineering, user experience design, business case, “as-is/to-be”. Applications: Oracle NetSuite, ServiceNow, MS Office, LibreOffice, Confluence, Oracle BRM. Artifacts: User stories, use cases, business/functional/technical requirements specification, UML diagrams, wireframes, acceptance criteria, requirements matrices. Data: RESTful APIs, SOA, SQL (incl. DML, DDL), database design/structures, Toad, SQL Developer, Oracle DBMS, PostgreSQL, DB2, Metadata Portal. Development: Agile (incl. product owner collaboration, backlog prioritization/grooming, plan- ning, retrospective), Waterfall, Planview, JIRA, VersionOne, HP ALM/QC, CodeLite, C, Fortran, Java, Assembler, Cobol, Delphi. Industries: Internet connectivity, telecommunication, provisioning, banking/finance/account- ing, hospitality, transportation, government, manufacturing, utility. Modeling and Process: Unified Modeling Language (UML), Rational Unified Process (RUP), entity-relationship modeling, object orientation, Rational and Oracle tools. Platforms: MS Windows, Debian Linux, IBM MVS and AS/400. Education

VANDERBILT UNIVERSITY, Nashville, Tennessee Bachelor of Science, Economics Professional Experience

DS SMITH NORTH AMERICA, Atlanta, Georgia Mar2023 –Apr2024 Business Analyst / PMO / Data Analyst. Manage international firm’s system project port- folio for North American Packaging and Paper division (global revenue £8.2B).

• Administered NAPP’s development queue, ensuring data quality and monthly reporting.

• For NAPP’s Ascend 2.0 initiative (11 workstreams, multiple objectives apiece),

• contributed to definition and prioritization of business deliverables

• developed a quality assurance model for the initiative’s non-software objectives

• managed the initiative’s artifacts in the company’s project registry. John C. Owens—page 2

• For NAPP’s lumber operation, contributed to requirements definition and vendor selec- tion for a Manufacturing Execution System ERP solution.

• Collaborating with SMEs, documented the Packaging Division’s product design process. INTERNAP HOLDING LLC, Atlanta, Georgia Jan2019 - Sep2022 Business Analyst / Application Administrator. Define functional and integration require- ments for process improvement and system consolidation. Provide analytical, technical, and administrative support for corporate ERP applications.

• For INAP’s SingleHop Order-to-cash Consolidation initiative,

• depicted project functionality in easy-to-understand visual form

• organized affected operations and prepared corresponding Agile artifacts.

• Designed INAP’s Knowledge Base implementation in ServiceNow.

• Defined and published INAP’s business analysis methodology and glossary.

• Administering Oracle NetSuite,

• worked tickets for access, role definition, issue resolution (approx. 16 monthly)

• investigated and resolved usage rating failure of 660 customer services

• documented INAP’s current process for monthly billing.

• Administering Oracle Billing and Revenue Management,

• conducted INAP’s bill run monthly (average $12M invoiced)

• performed price updates, credit allocation, usage aggregation, product creation. AT&T SERVICES, Atlanta, Georgia Sep2017 - Jan2018

Consultant employed by INSIGHT GLOBAL, INC.

Senior Business Analyst. Define user stories and requirements for the client’s Eco micro- service onboarding tool, such as

• improve usability in the application’s Kubernetes interfaces, Codecloud authentication, and credentials management

• share updates and metadata between Eco and the client’s Microservice Catalog

• capture teamspace detail and propagate to downstream systems like Jenkins and Docker. SUNTRUST BANKS, Atlanta, Georgia May2017 - Jul2017 Consultant employed by INSIGHT GLOBAL, INC.

Data Management Analyst. Analyze and document externally-visible data elements for the client’s Comprehensive Capital Analysis and Review (CCAR) and Dodd-Frank compliance. MANHEIM AUTOMOBILE AUCTIONS, Atlanta, Georgia Feb2015 - Apr2017 Consultant employed by RANDSTAD TECHNOLOGIES, L.P. Senior Business Analyst. Define requirements for RESTful GET and POST APIs to the cli- ent’s Operational Data Store repository (annually 7M vehicles, $46B purchases) representing eighty auctions and supporting internal systems, customer interfaces, and corporate reports.

• Employed use case models in defining processing to facilitate direct ODS consumption of

• Manheim internal vehicle valuation data, incorporating a triggered request model

• invoice and payment events published by Oracle Financials in the client’s $135M technology transformation initiative, and also pre- and post-sale business events.

• For the transformation initiative, defined criteria for data retrievals to report the conver- sion status of individual transactions and auctions.

• Defined use cases and employed activity diagrams in preparing functional and data- retrieval specifications for APIs summarizing customer sales, purchases, invoices, and John C. Owens—page 3

details such as vehicle location and removability; defined API requirements for legacy retrieval and update of a vehicle’s arbitration status. SUNTRUST BANKS, Atlanta, Georgia Sep2013 - Jan2015 Consultant employed by RANDSTAD TECHNOLOGIES, L.P. Senior Business Analyst. Lead the client’s analysis effort for implementation of Presidium Solutions’s CIMS product to replace internally-developed software which administers the cli- ent’s $3.5B commercial construction loan portfolio.

• Elicited, documented, and managed registry of 1,100 requirements representing out-of- box and client-customized functionality of the externally-hosted solution.

• Served as liaison between the client’s business teams, client’s technology team, and vendor’s development team to ensure requirements and functionality were communi- cated and accepted.

• Prepared Business Requirements Specification and System Requirements Specifica- tion documents as prescribed by client methodology.

• Identified and documented risks in the solution’s vendor-defined requirements.

• Analyzed results produced by the process for migrating existing loan data into the hosted solution, documenting installation correctness and fidelity to the original representation.

• Provided requirements support, participated in daily defect calls, and interacted exten- sively with Quality Assurance during Functional Integration Testing of the solution; doc- umented system transaction flows, project lifecycle phases, and lifecycle data options for Client Acceptance Testing of the solution.

COX COMMUNICATIONS, Atlanta, Georgia Jan2013 - Sep2013 Consultant employed by PRIMUS SOFTWARE CORPORATION Senior Business Analyst. Prepare functional specifications for internal development to enhance the client’s public website.

• Improved the customer experience and payment process by defining use cases and screen mock-ups for functional, usability, and access enhancements to the client’s customer-fac- ing bill payment application. Additionally, defined requirements for enabling the appli- cation’s bill display to reflect usage-based charges when the client begins assessing them.

• Defined requirements for vendor-supported test-and-target and retarget data tags to cap- ture site visitor metrics such as pages visited and offers viewed; also defined site traffic tracking requirements in support of implementing a new navigational structure.

• Defined requirements and participated in process design to acquire and format regional program schedules from head-end video controller output, increasing customer value by replacing the current unfiltered raw-data listing. T-MOBILE USA, Atlanta, Georgia Apr2012 -Nov2012

Consultant employed by INSIGHT GLOBAL, INC.

Systems Analyst. Prepare detailed designs for enhancing the client’s customer care applica- tion, employing SME sessions and incorporating service architecture and wireframe artifacts in support of documented business requirements.

• Increased efficiency and upsell potential in the customer support process by facilitating display of fees and related detail associated with subscriber rate plan changes.

• Aided system compliance with evolving Cellular Telecommunications Industry Associa- tion standards for subscriber notification.

• Defined requirements to improve detection of fraudulent activity on prepaid accounts. John C. Owens—page 4

DELTA AIR LINES, Atlanta, Georgia Jul2011 - Apr2012 Consultant employed by KFORCE INC.

Senior Business Analyst. Define SOA service requirements for application development teams, using facilitated sessions, review of service contracts and related documentation, and adherence to internal governance procedures.

• Enhanced agent-facing reservations software to eliminate its command-line interface.

• Contributed to comprehensive re-platforming of the client’s public e-commerce site. INTERCONTINENTAL HOTELS GROUP, Atlanta, Georgia May2010 - Jul2011 Consultant employed by THE INTERSECT GROUP

Business Analyst. Define requirements for modules expanding client software that manages the data produced and consumed in opening new properties worldwide.

• Employed SME sessions and high-level client goals to prepare business and functional requirements deliverables comprising use case narratives and diagrams, activity dia- grams, wireframes, and detailed process descriptions.

• Improved the hotel opening process by designing and defining the application’s Master Task functionality, which supports updating master plans and propagating the changes to instance plans already in use. Served as primary liaison to offshore development team.

• Gathered requirements and served as product development representative at the applica- tion’s annual global conference held in London, England. Subsequently participated in cataloging these requirements to form its development roadmap. INTERNAP NETWORK SERVICES CORP., Atlanta, Georgia Oct2002 - Apr2009 Business Process Analyst. Define software requirements for enhancing systems and intro- ducing products in all Internap business lines (IP, CDN, Colocation). Interview SMEs, assess impact, prescribe alterations to data, interfaces, and processes, prepare deliverables in applica- ble formats. Serve as authority on corporate data model.

• Performed analysis for re-implementation of Oracle BRM billing system (2.5yr project).

• Designed and documented Internap’s integration of its application suite with BRM, preparing DDL, DML, and descriptive artifacts using database and desktop tools.

• Assumed management responsibility for Internap’s product catalog after user depart- ments’ effort proved insufficient to produce accurate customer billing.

• Pared and regularized Internap’s service specification data entities, deprecated defunct data, and enforced standards, enabling improved service delivery and support.

• Developed an operating prototype and associated control data for the Service Specifica- tion Manager application, which dynamically alters its user interface to accommodate the type of service specification being manipulated. A data-driven UI had never previously been accomplished at Internap.

preceded by initial positions in business analysis and software development

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