Solution Architect Client Advocate
Resume:
Angelia Scott
***************@*****.***
Client Advocate Manager /Solution Architect
Professional Summary
Client Advocate Manager / Solution Architect highly skilled in product management, with a balance of technical skills and a strong set of non-technical skills, which enable an effective interaction among audiences of diverse levels of experience. Focused on diving efficient and reusable solutions that adhere to application development standards and best practices. A versatile and growth mind-set Information Technology professional, experienced in project implementations, business transformations, system migrations and client engagement.
Ares of Expertise & Skills
Tools/Servers/Services: Microsoft Office/365 Suite, AWS Connect, MS Azure, Service Now, Twilio, Screen Meet, USAN, Rally, Workday, Salesforce, IBM Clarity, LIMRA API, Pega (BPM), GoCo, Sitecore, Rational Doors, SharePoint, JIRA, Confluence, Open text, DocuWare, Decisions Rule Engine, Liquid Office, Documentum, Captiva, Tableau, Nexsure, Bugzilla, Visual Rater C2, Jabber, WebEx, Ensemble, Dimensions, Image Right, WINS, QFM, Quality Center, ISO.net Knowledge Link, MDM
Databases/Programing Languages/Frameworks: AWS Connect, AWS Cloud, Oracle, Microsoft SQL, XML, HTML, MS Windows, .Net, Sitecore, Splunk
Project Management: SCRUM, Business Knowledge, Resource Allocation, Team Management
Programming Technical: Testing, Troubleshooting, Systems Analysis
Digital Technical: Analytics, Content Management Systems, Digital Marketing, UI Design, Google Analytics, ITSM, Web and Mobile App development and Web architecture
Data Analysis: Data Engineering, Database Management, Resource Management
Project Management Methodologies: Agile (Scrum/Kanban), Rapid Application Development (RAD), Extreme Programming, Waterfall, PMI, CPM, DMAIC and RUP.
Software Application Implementations
Harmony (Life, Disability & Accident Insurance/Health Insurance)
Wynsure, Impurity Bridge, FirstBest, WPC/Inside Out, Insbridge, Ratabase, MFX, Premium Pro, Point (Property and Casualty Insurance)
Health Exchange (HIX), CACS (Healthcare Insurance)
AcUIty, SCUBI (Unemployment Insurance)
Liquid Office, SDWIS, GIS (State Government)
Education
Bachelor of Science Management (NSLS – High Honors) University of Phoenix, Phoenix, AZ
Katherine Gibbs Business School Awarded Certificate for Business Law (Dean’s List) Piscataway, NJ
CCM Awarded Associates of Science Degree Criminal Justice Randolph, NJ
Professional Experience
Talteam (BCBSA) Chicago, IL Nov 2022 – Present
IT Consultant - Client Advocate Management (CAM)
Manage the product life cycle from strategic planning to tactical execution and oversee Product Team
Client liaison and advocate between IT development and business stakeholders for escalations and system design and help to drive continuous improvement and to identify opportunities
Managed customer requests and problems for case management using ECM tools (MS365 tools – SharePoint and Teams) and Collaborate with key stakeholders to identify reporting needs
Evaluate existing technologies and modernization for cost effectiveness of platforms and prioritize End User Services initiatives and monitor key performance indicators (KPIs) to measure effectiveness
Write use cases and determine solutions for existing issues and create knowledge base articles for end user process steps to maximize customer experience and improve operational efficiencies.
Create, research, and validate tickets using Service Now for agents in Chicago and Washington DC offices and define reporting strategies to support ITSM processes
Coordinate the assessment, deployment and management of current and future systems and ensure business processes and knowledge base information validation to provide technology guidance to the business, ensuring maximum ROI for IT investments
Partner with business stakeholders, architects, engineers and UX consultants, to identify customer needs and to develop capabilities and strategic roadmaps that are in alignment with the long-term business strategy
Liaison between IT and stakeholders, translate business requirements and feedback into effective IT solutions and participate in the successful deployment of these solutions
UNUM Insurance, Columbia, SC Dec 2020 – Sept 2022
Principal Business Analyst/Solution Architect
Managed the product life cycle from strategic planning to tactical execution and the Product Team
Partnered with business stakeholders, architects, engineers and UX consultants, to identify customer needs and to develop capabilities and strategic roadmaps that are in alignment with the long-term business strategy
Collaborated with other stakeholders and third-party vendors to build a Customer Engagement platform across multiple Omni channels and wrote/validate functional and non-functional requirements
Identified business and technical problems, architecture frameworks, compliance, security, and regulatory standards for life insurance products
Determined the product development to ensure consistency through product design and implementation
Planned the tactical delivery of the strategic components through development of business cases and collaboration and the oversight of deliverables with Agile teams to develop MVP’s
Lead workshops for the review and analysis of the organization’s business intentions, services, processes, and information needs, to identify changes that lead to business improvements.
Coordinated with Principal Solution Engineers to update the existing platform on technical aspects of the organization and to align the business outcomes to the strategic intent
Designed and coordinated digital transformation initiatives and contributed to business case creation and backlog and proposed and evaluated solutions to clients for digital transformation
Proactively communicated & collaborated with all stakeholders to communicate, convey & educate the business need & new value proposition to downstream delivery teams
Assisted with creating application designs and testing of Virtual Call Center using AWS Connect/USAN and Digital Postcards and collaborated with multiple clients, SME’s, UX and Development teams to define and product backlog
Performed as the functional lead on ensuring the best technologies for implementation to enroll employees onto our benefit platform and manage the data integration between multiple platforms
Evaluate and propose solutions to clients, create and execute strategies for digital transformation for clients and analyze market data and research for new implementing innovative technologies
Infosys (Allstate/Cisco), Chicago, IL Nov 2018 – Mar 2020 Product Owner/Sr. Business Analyst
Evaluated and executed strategies for digital transformation, mapped data fields for migration to AWS Cloud, identified inadequacies and deficiencies and performed ETL to migrate data from current to future state
Collaborated with clients, SME’s, UX team and business to define product backlog, created business rules, defined system logic, and wrote SQL queries to extract data and build data structures
Determined rating logic for implementing property and casualty lines of business
Managed documents using DocuWare and created workflows for business processes
Ran queries or reporting and performed business intelligence to validate and evaluate single-factor authentication process for a government access project and data migration
Created business process graphs, flow charts and data-flow diagrams to recommend improvements,
improve efficiency and to provide best practices and standardization across the organization
Elicited and documented requirements and wrote user stories, created conceptual business models, devised strategic plans and formulated/defined system scope
Led offshore product teams for backlog refinement and point of contact for business issues and validation
Proposed business solutions, and monitored system performance for data quality and analyzed market data, emerging technologies and tracked data elements for data compatibility and data mapping
Rose International (SC DHEC) Columbia, SC June 2017 – Nov 2018
Sr. Business Analyst
Led elaboration sessions to identify and validate business needs and requirements and translated requirements into functional specifications for various applications.
Documented business processes for implementation of new applications and redesigning of current applications using OpenText to build forms to adhere to state and federal regulations for new system
Interfaced between stakeholders, data architects and technical staff to develop business processes for state programs and provided consultation on complex projects
Wrote SQL queries to retrieve, validate and manipulate data for application modifications
Monitored system performance for data quality for data reporting and data analysis
Performed validation on artifacts for source integrity and access protocols
Developed and created fillable forms using Liquid Office for system interface
Collected and validated data to create automated workflows for form routing and form automation
Wrote user manuals and trained business on new applications and PMO guidelines for statistical reporting and applied common best practices
Collaborated with development team on ERP system design, system configurations, and system validations on solutions for deployment
Majesco (Hudson) Atlanta, GA June 2016 – June 2017
Sr. Product Owner/Sr. Business Analyst
Led agile project team, and communicated with onshore and offshore to manage backlog
Gathered, documented, and validated data for facultative and treaty reinsurance to validate underwriting risks for property and casualty policies
Communicated between stakeholders and IT project team to gain buy-in and validate product deliverables for Majesco Products
Developed business strategies and prioritized client needs for business transformation
Executed security testing and penetration testing and assisted with interpreting the test reports
Resolved system issues and proposed business solutions to streamline business processes and to reduce defects
Formulated and defined scope and wrote procedures to solve problems and recommend solutions
Wrote and defined user stories using JIRA, led SCRUM of SCRUMs, prioritized and groomed product backlog
Facilitated meetings to elicit business requirements, determined inconsistencies, similarities
Analyzed and evaluated business systems and user needs to align with business requirements
NIIT Technologies (AFLAC) Columbia, SC Nov 2015 – June 2016
Sr. Business Systems Analyst
Managed Agile BA team, elicited and documented business requirements to align with the business needs for system implementation and migration to an SOA architecture platform (Wynsure)
Led meetings to elicit business requirements, created user stories and translated into functional specification for system implementations and system design for Wynsure implementation
Validated system data and documented business processes for vendor interfacing and performed gap analysis for current to future state for ERP systems and use business intelligence to analyze current and historical data
Performed risk assessments to identify risks for implementing security measures and compliance protocols for life insurance products
Collaborated with stakeholders, business SME’s and development team to create business rules
Wrote use case scenarios, story boards and documented process workflows
Rose International (SC DHEC) Columbia, SC Mar 2015 – Nov 2015
MDM Data Governance Analyst/Lead Systems Analyst
Led client requirement solicitation for formation of the MDM data governance program
Created policy standards for the enterprise data governance program initiative and assign data stewards
Interviewed program areas to validate data controls across eighty-eight applications for data integrity
Gathered data to build a repository with clearly defined policies and access rights
Elicited and validated data, wrote detailed business requirements and translated into functional specifications
Documented business processes and assisted SAS to comprise a Master Data file to create a golden record of data and mapped GIS address locations to manage customer information and security network protocols
Created data model to organize data and performed data cleansing to gather data elements using Open Text
Wrote SQL queries to retrieve and validate data in database for reporting and data cleansing efforts
Analyzed business operations and performed gap analysis to determine opportunities to automate processes
Capgemini-gs Inc (SC DEW) Columbia, SC Aug 2014 – Mar 2015
Sr. Consultant/Sr. Business Analyst
Led elaboration sessions to identify and validate business needs and requirements and translate to functional specs and performed data mapping from currents state to future state design
Documented business processes for the SCUBI initiative to their individual state specified rules and laws
Re-engineered business requirements to ensure maximum productivity and consistency and created client deliverable artifacts, such as process flows, functional screen mockups and report finding for client approval
Performed data mapping to review database tables to evaluate and implement new application
Implemented state rules and guidelines pertaining to various insurance programs and benefits administration and provided consultation on complex projects
Perform compliance checks and security reviews against requirements on policies and business standards
Developed business rules and requirements traceability, performed data mapping for system integration and identified inadequacies and deficiencies across multiple departments
Created and executed test plans and prepared prototypes for user interface designs
CGI (MA HIX/Delta Dental) Boston, MA Jan 2011 – Aug 2014
Sr. Consultant/Sr. Business Systems Analyst
Managed and mentored analysts and led discovery sessions to elicit business requirements for property and casualty premium writing
Wrote SQL queries to extract data and updated database tables for premium reporting and
Communicated with key stakeholders to build client relationships across multiple state and local government agencies and performed data mapping from currents state to future state design
Documented business processes, created artifacts and developed business rules for system design
Designed insurance forms for Health Exchange for English and Spanish translation and wrote technical manuals
Formulated test strategies and identified gaps for potential IT solution options and risk assessments
Identified inadequacies and compliance specifications across multiple platforms, monitored system performance data quality and analysis reporting and trained business users on the HIX modules
Created system design workflows and maintained application dashboard for reporting and maintenance
*Additional Employment Available if Needed
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