Business Analyst Assurance

Jason Sims

West Jordan, UT ***** 801-***-****

Linkedin.com/in/jason-sims-75687a13 ***.*****.*.****@*****.***

Client Success Manager and Technical Project Manager

Project Management Quality Assurance Business Analysis Information Technology

Accomplished, results-oriented professional with a comprehensive management background encompassing the areas of information technology, product management, business analysis and client management. Experience in managing complex projects, supporting professional development, supervising and training personnel has resulted in increased productivity and consistently exceeding financial goals. Reduces costs by instituting calibrated metrics. Proven expertise in resolving escalated issues and providing guidance on system integrity. Excellent communication skills, with proficiency in communicating with multilevel audiences.

Results Driven IT Leader

Business and Technical Translator

Current and Future State Analysis

Process Definition and Authoring

Client Relationship Management

Software Product Customization

Root Cause Analysis

Technical Specifications

Information System Best Practices

Project Management

Data Migration and Mapping

Business Process and Modeling

Process Improvement

Product Design & Integration

System Integration

System Upgrades & Diagnostics

Data and Requirements Discovery

Strategic Business Analysis

CAREER HIGHLIGHT

Over 15 years of Information Technology (IT) leadership and management experience within multiple industries for prominent companies such as ADP, GE, and Xerox.

Demonstrated success in leadership roles such as Customer Service Manager, Personnel Services NCO, Production Control Manager, Senior Quality Assurance Analyst and Senior Configuration Analyst.

Track record of success in managing projects from inception to completion, and delivering projects within rigid timelines and budgetary constraints while managing client relationship and expectations.

Consistently recognized for technical expertise and client facing communication while customizing innovative software products and designing distinct user interfaces and web forms.

Strong sense of leadership, analysis, process modeling and improvement, training, integrity, discipline and commitment from an extensive military background.

PROFESSIONAL EXPERIENCE

ECCOVIA SOLUTIONS 2021 – Present

Associate Manager of Client Success

The Associate Manager of Client Success leads a team of Client Success Managers who are responsible for managing strategic relationships while providing leadership to the Client Success team. This role is dedicated to enabling our client's success, which is a core strategy for our business. We are looking for an experienced leader with SaaS insights that will drive measurable performance improvements, innovate, refine processes, and enact positive change to the benefit of both Eccovia and our clients. In short, we want someone who will ensure the success of each client we serve.

Supervise a team of Client Success Managers responsible for the company's entire book of business.

Provide stellar service to all clients

Serve as coordinator of feedback loop for Net Promoter Score detractor clients

Increase Monthly Recurring Revenue

Establish team OKR's

Coach and train all Client Successanagers

Establish process improvement procedures.

ECCOVIA SOLUTIONS 2017 – 2021

Technical Project Manager

The primary responsibility of a Project Manager is to drive the successful completion of implementation projects as measured by adherence to scope, schedule, profitability, and client acceptance of the solution. ClientTrack Project Managers play an integral role in project planning, communication and management of projects and resources in their portfolio.

Simultaneously oversee multiple projects with accounts ranging from $50K to over $1M in annual revenue.

Delivered over $400,000 in revenue in the past 12 months.

Develop, maintain and execute on project plans that fulfill contractual obligations, as detailed by the client agreement and scope of work. This includes requirements and process gathering.

Ensure project success by managing scope, schedule, profitability, and client satisfaction.

Follow and promote ClientTrack processes and industry-standard best practices.

Provide clear, concise and frequent communication to both internal and external project stakeholders through weekly project calls and associated documentation.

ECCOVIA SOLUTIONS - CONSULTNET, UT 2016 -- 2017

Business Analyst / Implementation Engineer / Technical Project Manager

Expertly customize software products for clients, while ensuring alignment with clients’ specifications and timelines. Engage with clients to assess their requirements and formulate appropriate solutions. Ensure client satisfaction with deliverables and build relationships based on trust and rapport.

Simultaneously oversee multiple projects with accounts ranging from $50K to over $1M in annual revenue.

Consistently demonstrate strong proficiency in ClientTrack Data Management Tools by expertly designing and implementing unique user interfaces, web forms, workflows, and data structures.

Exemplify subject matter expertise in relational data models, data analysis, and information system best practices.

Serve as Business Analyst on multiple projects, helping to bring them to fruition.

XEROX, UT 2016

Production Control Manager

Maintained responsibility for the production readiness, batch processing, and upgrades for two servers which processed clients’ financial transactions. Spearheaded on-site activities and trained personnel, while monitoring their performance. Engaged with customers regarding production schedules. Maintained compliance with Change Management processes.

Ensured that Service Level Agreements (SLAs) were fully met during tenure.

Facilitated the prompt resolution of missed checkpoints and processing delays.

Played a pivotal role in establishing migration processes for new applications or clients environments.

ADP, UT 2006 – 2016

Sr. Configuration Analyst/Functional Expert

Ensure client satisfaction by delivering quality operational support for ADP products. Supervise team members and train new associates. Pinpoint production problems, perform root cause analysis, and execute prompt resolutions. Drive continuous improvement to existing processes and client satisfaction improvement initiatives. Develop work plans for platform’s client base and documentation in support of client processing. Manage business development and negotiations.

Oversee, lead and trained 8-20 peers in a dotted line relationship to maintain, save and improve their complex or at risk clients.

Served as primary escalation point for client resolution as the functional expert.

Oversee a combined book of business of $5M in annual revenue.

Responsible for pricing add-ons and services for all clients on the platform.

Effectively function as a Platform Functional Expert for client service team members, as well as a Project Lead for business unit initiatives such as global issue resolution.

Lead the successful implementation and integration of two ancillary products with external vendors.

Established a culture of first-time right for all peers and those I was responsible for.

Strong Net Promoter Score understanding and supporter.

Successfully reduced the risk for a potentially insecure action plan for a $3M annual revenue client over 45 days, which resulted in being entrusted by the client to serve as their technical resource and back-up client management professional; retained the risk-free balance for the next 5 years.

P a g e 3

GE CONSUMER FINANCE, UT 2004 – 2006

Senior Quality Assurance Analyst

Tested and implemented 65+ applications in the GE Consumer Finance Book of Business. Advocated architectural refinements and technical feasibility solutions for new functional designs.

Maintained responsibility for half of the company’s platforms with ultimate approval for release.

Proactively introduced a strategic plan for component development practices to support future projects.

Established internal policies and technical procedures aimed at maintaining data integrity and security.

Architected work-flow charts and diagrams to facilitate timely delivery to clients.

MAGELLAN HEALTH, UT 1995 – 2004

Business Analyst/CSR Manager/CSR

Served in multiple capacities for the company. Worked with various levels of audiences and management.

Managed a team of 10 – 12 direct reports for a period of more than 2 years. Served as shift lead for 2 previous years.

Learned, implemented and maintained a program which established compatibility with third party software products.

Developed, implemented and maintained electronic knowledgebase for all team members establishing a consistency of practice and streamlined information processes for all frontline staff.

EDUCATION

Associate of Science: Computer Science Stevens-Henager College, Murray, UT

Certified Scrum Master Platinum Edge Training

MILITARY SERVICE

Served in the U.S. Army (4 years of active duty and 5 years of military reserve experience) with an Honorable Discharge; attained a Meritorious Service Medal and multiple other awards, badges and certifications for exemplary service

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