Business Analyst Technical Writer

Constance Kyriacos

Hatboro, Pa *****

**********@*****.*** 973-***-****

https://www.linkedin.com/in/consultantck/

SUMMARY

Versatile Technical and Content Writer with experience in telematics, finance, healthcare, claims, Medicaid, telecommunications, engineering, insurance, and hospital systems. An effective communicator who manages multiple projects meets all deadlines, and plans, and participates in meetings with stakeholders, development teams, and subject matter experts. Areas of expertise include technical content writing, requirements gathering, business analysis, software testing, and training. I previously worked as a Systems Analyst in software test environments.

Software: Confluence, Jira, SharePoint Site Developer, Content Management Systems (CMS), Adobe, MS Word, Visio, EXCEL, PowerPoint, ServiceNow, RightNow, Life Library, Outlook, Microsoft Team Foundation Server (TFS), Information Mapping, EPIC (XML), FrameMaker, RoboHelp

Databases: SharePoint, Oracle, SQL, Bugzilla, E-Room, Document and Software Management, Clarity

Platforms: Amazon Web Services (AWS), Salesforce Cloud, ServiceNow, Atlassian, Jira Align, Zendesk, Postman

Methodologies and Models: Agile, Scrum, SDLC, Knowledge Management, ISO Quality Standards

PROFESSIONAL EXPERIENCE

Home Depot 07/2024 – 10/2024

Consultant/ Technical Writer

Researched onboarding procedures for the development community and wrote procedures to allow new team developers to execute the hardware and software onboarding process.

Conducted reviews with designated subject matter experts for each team to verify the accuracy of each procedure.

Designed Confluence pages for each team to list links to artifacts used for deployment, system setup, and issues for applications and tools.

Charles Schwab 12/2022 – 12/2023

Consultant/ Technical Writer and Business Analyst

Produced content pages in Confluence for topics related to the company's financial client-facing processes, big data, and SEO content to promote the company’s products.

Researched topics to reflect accurate information about the info layer data assets, dashboards, procedures, digital analytics (Adobe), accounts, financial planning, NNA, and rules. JIRA was used to keep track of tasks and progress related to each epic.

Planned and ran meetings with directors, managers, and in-house Subject Matter Experts. Conducted reviews to ensure all the necessary information was included for each topic.

T-Mobile 5/2022 – 11/2022

Consultant/ Technical Writer and Business Analyst

Produced feature documents and added the information to the Confluence pages created for each feature. The Jira Align pages were linked to the feature pages, and information was added to each page so the developers could build stories and conduct planning sessions for sprints.

Participated in meetings with in-house clients and the Subject Matter Experts. Information was gathered about potential features requested for the Spectrum Asset Management division. The new features provided finance and engineering, the tools to conduct analysis based on strategic partner agreements, and lease savings opportunities.

Blue Cross Financial Services 8/2021 – 1/2022

Consultant/Technical Writer

Worked on an outside re-engineering team to automate manual accounting practices and reporting. PowerPoint presentations were created to outline the review process and documentation standards for development teams. Planned meetings with SMEs from BCFS and wrote requirements for processing claims and commissions.

I set up and managed the SharePoint repository to ensure proper guidelines were followed to store the project-related artifacts, requirements, etc. Taxonomy terms and metadata were added to documents for categorization.

eDriving, Mt. Laurel, NJ 3/2020 – 10/2020

Consultant/ Technical Writer and Business Analyst

Met with development team SMEs to learn about applications and write current and future state Business Requirements Documents (BRDs), and API documentation. Organized meetings with engineers and SVP to gather requirements. Conducted UI testing to ensure the applications were performing as planned. We discussed redesigning the existing applications and conducted a needs analysis to accommodate client requests. eDriving is an international telematics company that gathers fleet driving data, produces metrics for the insurance industry, and provides coaching, mentoring, and training for fleet drivers.

Created the complete document set including templates for Atlassian and Word, API documentation using Postman, system, and data flow diagrams. Zendesk was used to produce and house online user articles for the front-facing client site of this domestic and international telematics and driver training company.

UniTek, King of Prussia, PA 10/2019 – 12/2019

Consultant/ Technical Writer and Business Analyst

Wrote the BRD for a cell phone API used by installation teams to keep track of time, contractors, and materials used for engineering, construction management, and installation fulfillment services for companies specializing in telecommunications, broadband cable, satellite, and alarm systems industries. Participated in meetings with SMEs to determine what data would need to be captured out in the field. Met with the Human Resources Director and SMEs to discuss onboarding and offboarding processes for employees and produced SOPs and Job aids.

PrimePay, West Chester, PA 6/2019 – 9/2019

Consultant/ Technical Writer

Updated the company’s content management system which consists of articles and SOPs for the payroll API. I used the Salesforce Article management application to edit content and maintain the internal knowledge base. Worked on the CRM application used to set up client accounts, quotes, orders, and invoice schedules. Wrote user documentation for SaaS Accounts and the Billing application for this payroll services company.

Prudential, FT. Washington, PA 6/2018 – 4/2019

Consultant/Data Analyst

Wrote process requirements and SOPs that were used to produce client takeover data. Analyzed data to verify accuracy and conducted UA testing of the PruPassages and the Employer Data Exchange disability and absence processes for Group Insurance. ServiceNow was used for tracking.

Produced requirements for the Liaison development team and developed test cases for the Absence Takeover Catchup year-end process.

Tracked project progress using the ServiceNow ticketing system, ensuring the successful completion of project initiatives.

Met with stakeholders in the Disability Claims division to analyze the business needs and discuss process changes. Gathered requirements, conducted document reviews, and tracked progress. Client files were set up in Amplify for automatic monthly processing.

State of New Jersey, NJ 3/2017 – 3/2018

Consultant/Technical Writer

Wrote the Concept of Operations Manual, training, the training plan, and requirements for the new API. Gathered and maintained project documentation artifacts, including detailed user requirements documents, flowcharts, diagrams, use cases, and system documentation artifacts for compliance with the CMS Centers for the Medicare and Medicaid Services Eligibility and Enrollment Checklist

Produced requirements, wireframes for the online screens, and specifications used to develop the applications included in the Integrated NJ FamilyCare Eligibility System that was used to facilitate the Medicaid application process. The project involved automating the paper application process and implementation of E-Delivery processes.

Participated in weekly stakeholder meetings to discuss modifications, and legal impacts and explore potential solutions with the development team. Used Jira to write Use Cases to support system modifications and produced workgroup meeting notes for the team. Development was conducted utilizing Salesforce Government Cloud. This environment tracked clients’ profiles, changes, updates, and Medicaid status.

Johnson & Johnson, Spring House 9/2016 – 1/2017

Consultant/Business Analyst and Technical Writer

Wrote a functional specification for Study Planning Software PDMS (Pharmaceutical Development & Manufacturing Sciences) API used to track pharmaceutical development and expenses and, UI Improvement user stories. Logged bugs found during testing for tracking on the Microsoft Team Foundation Server (TFS).

Worked on the User Community Tool (UCT) which provided a single user interface for functional planners to manage planning workflow (i.e., Work Requests, Change Requests, Resource assignments, Study Approvals, Messaging, and Compliance.

Attended and participated in Scrum meetings and followed all facets of the Agile Delivery Process. Reported daily progress on user stories, application testing, and UI documentation. Conducted analysis of Discovery Sciences (DS) planning application in SharePoint used to set up and create research studies. Wrote documentation and participated in smoke testing after the releases.

Prudential, FT. Washington, PA 9/2013 – 12/2014 and 6/2015 – 8/2016

Consultant/Technical Writer

Worked with Knowledge Management and was responsible for updating and maintaining SOPs and Job Aids on the Content Management system. Conducted meetings with stakeholders in the Group Insurance and Disability Claims division to analyze the business needs and discuss process changes. Organized meetings with SMEs to gather requirements, conduct project reviews, and track progress. Documented and implemented the review process to write SOPs for the Group Insurance division.

Converted requirements into SOPs to train the Call Center staff, Customer Relations, and Offshore personnel. Created Process flow diagrams using Visio and wrote Requirement Documents for enhancements of existing products. ServiceNow ticketing system was used to ensure the successful completion of requests.

Health Management Associates HMA, Naples, FL 5/2013 – 9/2013

Consultant/Technical Writer

Met with subject matter experts to gather requirements and wrote a systems requirement document about hospital admitting/discharging API for the development team. Analyzed programs to determine the system functions and data structures for this system's front and back-end applications.

The requirement included all aspects of hospital patient care such as system configurations, admissions and registration, discharge functions, patient billing, medical records, charts, order entry and dietary, MDR, physician assignments, reporting, etc.

Education:

Business Analysis Certificate, Pennsylvania State University Abington College, Pa

Diploma of Computer Programming, Devry/Chubb Institute, NJ

BA, Major: History, Minor: English, Hunter College, NY

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