Process Architect Business Analyst

MATTHEW N. OWEN

linkedin.com/in/mowriter (c) 315-***-**** ********@*****.***

Remote Sr. Business Process Architect / Process Engineer / Sr. Business Analyst

Sr. Technical Writer – ITIL/ITSM Leadership – Business Process Engineering & Oversight

Process Methodologies

Over 25 years experience in Businesss Process Architecture Modeling methodologies: ITIL, Lean 6Sigma White Belt; BPMN, IDEF0; ISO20K/2701; SIPOC, CRUD Matrix, Archimate; Standard Operating Procedure (SOP) development

ITIL (ITSM) Practice Areas

Incident, Change, Problem, Event, Application; Asset, Continuity, Service Level, Availability, Knowledge, Service Catalog, Release, Continuous Improvement.

Business Analysis

Agile/Scrum, Waterfall (IEEE Standard) and Hybrid; SDLC Documentation, Traceability, Mapping, Requirements, User Acceptance Testing

Tools

Authoring: Visio, Lucidchart, Office 365, Google Docs, iGrafx, IBM Blueworks Live, LibreOffice, Snagit

Project Management: JIRA, MS Project.

Collaboration: Microsoft Teams, Zoom, Slack, Skype

Ticketing/Workflow: ServiceNow, Salesforce, BMC Remedy

Technologies

Databases (Oracle, MySQL, Google Cloud, Cloudera, Hortonworks. Hadoop, AWS);

Software (Teams, ServiceNow, BMC, SDLC),

Network / Cloud Infrastructure (Virtualization, Hardware, COM/Telco, Logical/Physical)

EDUCATION & CERTIFICATIONS

Houghton College

B.A. Writing / Communications

Lean Six Sigma

White Belt

EXIN

ITIL Certified, Foundation v3

Pending: ITIL V4 Foundation v4

EXPERIENCE

North Highland (State of Georgia Enterprise Community Health account)

(May 2024 – Aug 2024) Sr. Requirement Analyst / Sr. Process Architect

Created new SOP and software architecture process diagrams from minimal client user stories and narratives. Detailed enterprise Release, Change Configuration, Event and Content Management activities. Captured inter-process interfaces (manual and automated). Referenced Service Catalog as key inputs to process flows.

Extracted and captured requirements from Visio flows, identifying key vendor duties and enhancing future state ECH autonomy.

Drove strategy for automation opportunities (dashboards, modules, reports) and generated extensive ad hoc Requirements for handoff to future state development teams.

Skills: Requirements Definition and Documentation · Process Architecture Service Catalog

AT&T

(Jul 2023 – Apr 2024) Sr. ITSM Process Architect

Produced detailed software architecture workflow SOP documentation, documenting automation, multi-system integrations, and present/future modes of operations for major upgrade efforts. Chair process meetings with subject matter experts to validate content. Support senior systems analysts with LucidChart development, made recommendations to advisory board on best practices.

Skills: Process Architecture · Strategic Communications · Software Process Mapping

ADP

(Mar 2023 - Jun 2023) Sr. ITSM Process Architect

Spearheaded Global Security Organization's Process Architecture and Methodology practice. Established key policy artifacts and SOPs. Created Vulnerability Management, Security Communications, and financial and accounting budget Intake processes. Chaired final approval workshops.

Skills: Process Architecture · Implementation Methodology · IT Security Best Practices · Strategic Communications · Business Process Mapping Service Catalog

Key Bank Remote

(December 2022– February 2023) Sr. ITSM Process Architect

Supported regulatory effort to map major strategic fraud business processes (financial, accounting) in IBM Blueworks Live. Chaired process meetings with SMEs to review SOP content and integrate feedback.

Multiple Remote

(May 2022– October 2022) Lead ITSM Process Architect

Produced 20+ Comcast Project Management workflow and system SOP playbooks, detailing software process steps, screenshots of module interfaces, and differentiating variances between highly similar system modules. Reconfigured Visio software architectural diagrams. Presented playbooks to stakeholders and updated same in document workshops. Captured content in Snagit.

Created Splunk process workflows for Change Management and Sales Life-cycle initiatives. Created a standardized document template for major Business Practices Handbook migration to a wiki-based approach. Coordinated and chaired document workshops with SMEs and stakeholders to complete their articles detailing extensive sales support activities.

Federal Reserve Remote

(Aug 2021 – April 2022) Lead ITSM Process Architect

Tools Remediation Team Process Architect for Fault Isolation Zoning project, created in response to early 2021 incident, designed to restrict administrative scope.

Created primary architecture and process guide template deliverable.

Ran process and SOP workshops populating template for 30 distinct application teams as part of compliance determination. Documented current, future state and post-implementation validations. Created detailed tool diagrams (logical and workflow) in Visio.

Worked closely with Senior Project Coordinator and Business Analyst in coordinating contacts, workshops, and follow up validations.

Reported to Scrum Master on all deadlines and deliverables.

Wells Fargo Remote

(Nov 2019 – Aug +2021) Middleware Asset Consultant / ITSM Process Architect

Lead coordination effort to revamp information technology and financial/accounting asset gap reporting (middleware unscanned servers)

Implemented multiple Six Sigma Process and SOP mappings on Middleware Analyst Lifecycle methodologies (entry/exit, escalations, etc.) under an Agile framework.

Lead initiative to Rebuild Asset Analysts into Product Owners; Drove Governance, Scope, and RACI deliverables to define team epics.

T3 Business Initiatives Consultant tasked with resolving complex Asset Management Issues and projects; validating in and out-of-scope issues; Project Coordination with SMEs.

EPAM (formerly Naya-Tech) Remote

(Sep 2019 – Jan 2021) Senior Editor (Part Time)

Edited Microsoft and Google end-client database migration guidebook using Google Docs, including content and gap analysis for SMEs; Collaborated with SMEs and Executives via Zoom and Google Docs; technologies covered included Oracle, MySQL, Cloudera, Hortonworks. Hadoop, AWS, and Google Cloud

International Business Machines

(Jan 2019 - May 2019) ITSM Process Architect Remote

State of Alabama/North Carolina accounts: Deliver Process Interface Manuals as part of mainframe service transition activities for multiple state government agencies.

Project managed document internal SME approval life cycle and worked with formal Project Manager to facilitate client interactions.

Delivered cohesive support to client accounts as a BPMN Process Architect & Project Manager

Chaired workshops for SOPs and ad-hoc solutions documents for gap identification, remediation, and adherence to contract SOWs

Facilitated detailed reviews in co-ordination with internal SMEs and provided resolution to production issues

Oversight of ITIL integration while offering consultancy support, Risk Management, and documenting service desk transition

Wells Fargo Remote

(Jul 2017 – Dec 2018) ITSM Process Architect / ITIL Consultant

(Jul 2015 – Jan 2017) BPMN Process Consultant/Senior Process Architect

Delivered cohesive guidance as a Subject Matter Expert for on-going SOPs supporting a network segmentation project in collaboration with Target Operating Model (TOM) teams

Provided context diagrams detailing Network Segmentation across all engaged organizations and functional teams

Chaired process workshops and produced BPM deliverables for the ITAM regulatory project

Spearheaded BPM processes for enterprise interim & aged vulnerability remediation, Exception Management, Forecasting, and CIO Communications

Steered internal audit team on strategy and delivered matching documentation

Spearheaded the process architectural best practices & delivery of process architectural strategy for Director approval. Championed the delivery of request asset standards (EOL), Release Management, and architectural life cycle oversight

HCL Remote

(Jan 2012 – May 2015) Problem Manager, ITSM Process Architect (Cummins & Gulfstream)

Spearheaded the Problem Management transition into the Remedy help desk. Integrated P1 & P2 Incident reporting into Problem Management directives

Drove Scrum sessions with offshore teams to develop Problem Reports for account executives, functional specification documents for Incident and Change Management.

Eliminated backlog of legacy records (Incident, Request, Problem) prior to Remedy deployment

Identified corrective actions on Event Management alerts, driving 90+% of EvM problems

Chaired multiple ITIL SOP re-engineering workshop (Incident, Problem, Change Management).

Validated numerous client Six Sigma findings aligned to HCL and ITIL methodologies

Substantive updates to corporate INC, PrB, and ChM “Gold Standard” processes

Audited & enhanced legacy UAT scripts against implemented Remedy BMC EMS tool

Completed ISO20K assessments for Incident, Problem, and Configuration Management

HP Remote

(August 2011 – December 2011) ITSM Process Architect and Tester

Migrated legacy EDS processes and SOPs to new HP global standards and methodologies. Audited and updated key testing documentation

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