Business Analyst Product Owner
Resume:
Jacqueline Martin-Hope
Silver Spring, MD *****
**********.**********@*****.***
SUMMARY
Results-driven Lead Business Analyst and Product Owner with over 20 years of progressive experience delivering complex, enterprise-level initiatives within the financial services and fintech sectors. Adept at driving digital transformation through large-scale Salesforce, ERP (SAP), and cloud computing implementations. Recognized for leading cross-functional teams in successfully delivering strategic initiatives valued at up to $50M, impacting thousands of end users across global organizations.
Certified in SAFe (SPC, POPM, SA, SSM), Kanban (KMP), and Salesforce, with a proven track record in Agile coaching, product ownership, and stakeholder alignment. Expertise includes modernization of retirement plan platforms (401(k), 457, 403(b), IRAs), digital banking operations, and enterprise data integrations across regulatory and client service ecosystems.
Skilled in synthesizing business needs into scalable technology solutions that drive ROI, streamline operations, and increase customer satisfaction. Strong background in Agile transformation, leading enterprise-wide Agile rollouts, and coaching IT professionals in Lean-Agile practices. Passionate about delivering customer-centric products, minimizing delivery risks, and championing continuous improvement at scale.
CORE COMPETENCIES
Product Ownership & Roadmap Development
Business Analysis & Requirements Gathering
Agile Transformation & Coaching
Enterprise Software Implementation (Salesforce, SAP, ERP, Omni, SWP, Planview Enterprise)
Strategic Planning & Stakeholder Engagement
Process Optimization & Change Management
Data Analysis & Reporting (SQL, Tableau, MySQL)
Team Leadership & Cross-Functional Collaboration
PROFESSIONAL EXPERIENCE
Valvoline Global — IT Business Analyst
October 2024 – Present Remote
Led cross-functional Agile teams through a global Salesforce Cloud rollout (Sales, Service, Marketing, CPQ, Einstein, AgentForce), aligning technology with business outcomes.
Directed internal and external stakeholder management, resource planning, and risk resolution to ensure smooth enterprise-wide adoption.
Partnered with leadership to implement process improvements and champion a culture of accountability and ownership within the team.
Independent Contractor — Lead Consultant
September 2023 – Present
Facilitated SAFe certification and coaching programs to train the next generation of Agile leaders, focusing on organizational transformation and leadership at scale.
Provided executive-level consultation on building Agile Centers of Excellence and fostering high-performing teams across industries.
Gerent LLC — Project Manager / Sr. Business Analyst
October 2022 – August 2023 Remote
Managed delivery teams across Salesforce implementations, balancing priorities, budgets, and timelines for key financial services clients.
Served as a servant leader, mentoring junior analysts and developers through Agile ceremonies, story writing, and release planning.
Acted as a liaison between business executives and technical teams, ensuring all perspectives were represented and aligned.
Moody’s Investor Services — AVP Business Analysis
September 2021 – September 2022 Remote
Led the Agile transformation of the regulatory reporting squad, helping the team transition from Scrum to Kanban with measurable gains in delivery speed.
Coached team members in Agile best practices, enhancing collaboration, communication, and velocity.
Facilitated executive reporting and stakeholder alignment, enabling leadership to make timely, data-informed decisions.
TIAA Bank — Lead Business Management Analyst
September 2018 – November 2020 Charlotte, NC
Directed enterprise-level product initiatives across multiple departments, including ERP upgrades, unified customer data management, and new product launches.
Provided strategic leadership as Product Owner, balancing long-term vision with tactical backlog execution.
Guided analyst teams in requirements elicitation, process redesign, and UAT planning on the Trust 3000 to SWP migration project.
Delivered strategic data synchronization and payment processing enhancements.
Axelon Corporation — Sr. Business Consultant (Client: TIAA Bank)
January 2017 – September 2018 Charlotte, NC
Led a team of business analysts, migrating from Trust 3000 to the SWP platform, including risk mitigation and data mapping.
Developed job aids, SOPs, and training materials to support change management and drive team readiness.
Collaborated with stakeholders across Trust Services to ensure project alignment and success.
Perficient Inc. — Sr. Business Consultant
July 2014 – November 2016 Charlotte, NC
Served as Product Owner for multiple product lines (supply chain, operations, finance), managing offshore teams in India and Shanghai, and ensuring delivery against plan.
Facilitated Agile ceremonies and coached teams on continuous improvement practices.
Interfaced with senior leadership to communicate delivery roadmaps and resolve cross-team dependencies.
SunGard Consulting Services — Sr. Consultant/ Business Analyst
December 2012 – April 2014 Charlotte, NC
Managed enterprise-wide HR tech implementations, providing system administration, stakeholder training, and executive-level reporting.
Built process workflows and facilitated working sessions with department heads to improve operational alignment.
Led performance management and resource planning efforts across onshore and offshore teams
Administration and maintenance of the Planview PPM system.
COMPUTER SKILLS
CRM & ERP: Salesforce (Sales Cloud, Service Cloud, CPQ, Marketing Cloud, Elements Cloud, Einstein), SAP/ERP, SAP SuccessFactors
Agile & PM Tools: JIRA, Confluence, ServiceNow, SharePoint, Planview
Development & Data: SQL, MySQL, MongoDB, HTML, JavaScript, CSS, Bootstrap
Visualization & Reporting: Tableau
Office & Collaboration: Microsoft Office 365, MS Visio
Other Systems: SEI’s Wealth Platform (SWP), Omni Plus / Station, Unified Desktop, Case Manager, ChatGPT
CERTIFICATIONS
Certified SAFe® 6 Practice Consultant (SPC), Scaled Agile, Inc.
Certified SAFe® 5 Product Owner/Product Manager (POPM), Scaled Agile, Inc.
Certified SAFe® 5 Scrum Master (CSM), Scaled Agile, Inc.
Certified SAFe® 5 Agilist (SA), Scaled Agile, Inc.
Scrum Product Owner Certified (SPOC), Scrum Alliance
Kanban Management Professional (KMP), Kanban University
Certified Salesforce Business Analyst, Trailhead
Salesforce Certified AI Associate, Trailhead
GPT Specialist, AI Force Training
Agentforce Engineer, AI Force Training
References available upon request.
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