Business Analyst Information Systems

Lisa S. Ramsay

**** ********* ***, ******, ******** 20707 240-***-**** *********@*****.*** www.linkedin.com/in/lisa-s-ramsay-304446343

Professional Summary

Highly motivated and results-oriented IT Business Analyst with 5+ years of experience in driving digital transformation, optimizing IT service management (ITSM), and implementing innovative solutions within complex environments, particularly within the Defense and Government sectors. Proven ability to gather requirements, translate business needs into technical specifications, and collaborate with cross-functional teams to deliver successful IT projects, including Robotic Process Automation (RPA), ServiceNow implementations, and SharePoint solutions. Expertise in process improvement, risk management, and ensuring compliance with industry best practices and organizational objectives. Seeking a challenging role where I can leverage my analytical skills, technical acumen, and communication abilities to contribute to the success of a dynamic organization.

Experience

PROGRAM SUPPORT SPECIALIST (CONTRACTOR) DEFENSE INFORMATION SYSTEMS AGENCY (DISA) – ENTERPRISE AUTOMATION INTEGRATION BRANCH REMOTE JAN 2025 – PRESENT

·Spearheaded the identification and prioritization of automation opportunities across multiple DISA organizations, resulting in 97k productivity gained and a 92% success rate in manual processes.

·Collaborated with technical teams to elicit and document detailed requirements, design, develop, and successfully implement RPA solutions, leveraging PowerApps to advance processes by utilizing bots.

·Managed the performance and maintenance of deployed RPA bots within DISA organizations, ensuring optimal uptime and adherence to security protocols.

·Tracked and reported on key RPA metrics (e.g., ROI, cost savings, productivity gains) to the Branch Chief, providing data-driven insights for decision-making.

·Championed RPA adoption through comprehensive training programs, proactive support, and facilitation of technical working groups for stakeholders, increasing user engagement.

·Provided administrative support to the Chief Engineer and the Automation Technical Working Group, ensuring seamless operations and effective communication.

ENGINEERING BUSINESS ANALYST (CONTRACTOR) GENERAL SERVICES ADMINISTRATION (GSA) – DIGITAL INNOVATION FOR GSA INFRASTRUCTURE TECHNOLOGIES REMOTE JUNE 2023 – JAN 2025

·Defined and meticulously documented requirements for a diverse portfolio of IT projects, including ServiceNow implementations, resulting in improved project clarity and reduced scope creep.

·Translated complex business requirements into clear and concise technical specifications for development teams, ensuring alignment between business needs and technical solutions across various IT initiatives.

·Developed comprehensive requirement documentation, including business cases, acceptance criteria, and traceability matrices, for a wide range of IT projects and ServiceNow implementations, enhancing project governance and accountability.

·Analyzed user stories and use cases to ensure user-centric solutions across diverse IT implementations, resulting in improved user satisfaction and adoption rates.

·Developed and executed rigorous test cases for IT projects, including ServiceNow, ensuring quality, adherence to requirements, and minimal defects.

·Provides support for daily scrum, weekly project council, standups, retrospectives, and demos.

ITSM ANALYST – GOVERNANCE (CONTRACTOR) DEFENSE INFORMATION SYSTEMS AGENCY (DISA) – ENTERPRISE SERVICE OPERATIONS & TRANSITIONS BRANCH REMOTE JUNE 2021 – JUNE 2023

·Developed and maintained ITSM governance frameworks, policies, and procedures, aligning them with ITIL best practices and organizational objectives to enhance service quality.

·Ensured strict compliance with ITSM policies and procedures across the organization, conducting regular audits and reviews to identify and address gaps, mitigating potential risks.

·Collaborated with process owners and stakeholders to define and implement ITSM process improvements, resulting in enhanced service delivery.

·Developed and maintained a comprehensive risk register for ITSM processes, proactively identifying and mitigating potential risks to service delivery.

·Conducted regular reviews of ITSM policies and procedures, ensuring they remained relevant, effective, and aligned with evolving business needs.

SYSTEMS ANALYST (CONTRACTOR) DEFENSE INFORMATION SYSTEMS AGENCY (DISA) REMOTE OCT 2020 – JUN 2021

·Analyzed business requirements and translated them into effective SharePoint on-premise solutions, including site structures, workflows, and custom lists/libraries

·Provided technical expertise and support for the organization’s on-premise SharePoint environment, troubleshooting issues and ensuring optimal performance and stability.

·Managed user access, permissions, and security configurations within the on-premise SharePoint environment.

·Created and maintained comprehensive documentation for SharePoint configurations, processes, and solutions within the on-premise environment.

IT BUSINESS ANALYST – ENTERPRISE ARCHITECTURE (CONTRACTOR) DEFENSE INFORMATION SYSTEMS AGENCY (DISA) – OFFICE OF THE CIO FORT MEADE, MD MAR 2017 – SEPT 2020

·Led the annual development and documentation of the organizational execution plan for defense business systems, aligning IT initiatives with overarching business strategy and objectives to support Capital Planning and Investment Control (CPIC) efforts.

·Conducted comprehensive current-state assessments of defense business systems and collaborated with stakeholders to define future-state visions and strategic IT roadmaps documented in the annual plan.

·Communicated the annual organizational execution plan for business systems to diverse audiences through clear and concise documentation and presentations, ensuring understanding and buy-in across the organization.

·Updated system information within the DoD Information Technology (IT) Portfolio Repository (DITPR), ensuring accuracy of mission-critical and mission-essential IT system details, including names, acronyms, descriptions, approval authority, and points of contact, to support Title 40/Clinger-Cohen Act inventory requirements and capital planning processes.

COMMUNICATIONS ASSISTANT (CONTRACTOR) U.S. COMMODITY FUTURES TRADING COMMISSION (CFTC) WASHINGTON, DC DEC 2015 – MAR 2017

·Supported the organization's communication efforts, both internally and externally, enhancing transparency and stakeholder engagement.

·Managed and updated the organization's intranet site and disseminated internal daily communications on new policies and procedures, improving employee awareness and knowledge.

·Supported initiatives to improve employee engagement and communication, fostering a positive and collaborative work environment.

·Scheduled training sessions, workshops, and focus groups, ensuring employees had access to relevant learning and development opportunities.

·Coordinated logistics, such as booking venues, arranging equipment, and organizing virtual platforms, for employee training, ensuring smooth and efficient program delivery.

ADMINISTRATIVE SUPPORT SPECIALIST (CONTRACTOR) ARMY RESEARCH LABORATORY (ARL) – SENSORS AND ELECTRONS DIRECTORATE ADELPHI, MD JAN 2012 – DEC 2015

·Provided comprehensive administrative support to multiple departments, ensuring timely and accurate completion of projects and tasks.

·Managed incoming inquiries from customers via telephone or email, providing prompt resolution and exceptional customer service.

·Assisted with onboarding new employees by providing orientation materials and completing paperwork, creating a positive and welcoming experience.

·Created spreadsheets in Microsoft Excel for tracking budget expenses, inventory, and other financial information, enhancing accuracy and efficiency.

·Facilitated communication between departments by acting as a liaison between team members, promoting collaboration and knowledge sharing.

Education

BACHELOR OF SCIENCE (BS), MAJOR IN INFORMATION SYSTEMS MANAGEMENT, MINOR IN BUSINESS ADMINISTRATION UNIVERSITY OF MARYLAND GLOBAL CAMPUS (UMGC)

Skills and Abilities

·Requirements Gathering

·Use Case Development

·Service Now

·SharePoint

·Technical Documentation

·Testing and Validation

·ITIL

·Governance Frameworks

·Microsoft Office Suite (Word, Excel, PowerPoint, Visio)

·Critical Thinking

·Analytical Skills

Activities and Interests

Reading, art, cooking, travel

Certifications

ITIL Foundation Certificate in IT Service Management v4, People Cert

References

References available upon request

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