Business Analyst Change Management
Resume:
MYA WOODS
EXPERTISE
Gathering requirements
Organizing
Implementation planning
Project Management
Facilitation
Change Management
Data analysis
Problem management
Excellent communication
Flexible
Quick thinker
Adaptability
Problem solving
EDUCATION
MASTER OF SCIENCE
DEGREE IN INFORMATION
ASSURANCE
University of Detroit Mercy
May 2009
BACHELOR OF SCIENCE
DEGREE IN COMPUTER AND
INFORMATION SYSTEMS
University of Detroit Mercy
May 2006
ITIL CERTIFIED
HDI PROBLEM
MANAGEMENT CERTIFIED
GRADUATE FROM A CENTER
OF ACADEMIC EXCELLENCE
PROFESSIONAL EXPERIENCE
NetApp: Oct 2020 – Apr 2025
Digital Support Business Analyst – Raleigh, NC/Remote
• Prepared, facilitated, documented, and participated in meetings/workshops.
• Conducted structure gathering, research, and analysis.
• Evaluated user requirements and functional specifications to identify gaps between current state and future state.
• Created business requirement documents or user stories (BRD’s) into use cases/functional specifications for customization.
• Documented problems and worked to resolve software defects while ensuring technical compatibility and end-user satisfaction.
• Analyzed, developed, and proposed enhancements to current business processes, reports, and applications to optimize system effectiveness.
• Lead project plan assignments.
• Owner of the Feedback process. Researched and resolved actionable feedback.
• Managed the feedback within SharePoint by updating items and assigning to individuals.
• Assigned user story write ups to the identified owner or write the user story on their behalf with their feedback/approval.
• Owner for adobe analytics reporting.
• Completed operational taxonomy requests to update specific release content on the support site.
• Worked closely with the development team and assisted with UAT. NC Department of Health and Human Service: Jan 2020 – Oct 2020 ITD Systems Integration analyst (C2C) – Raleigh, NC/Remote
• Provided multi-vendor systems implementation support for deployment and integration efforts of enterprise IT systems supporting Medicaid IT Operations.
• Worked under the direction of the System Integration Engineer (SIE) who is the technical resource to address problems of systems integration and compatibility across multiple platforms.
• Supported the SIE and the lead Project Manager (PM) in conducting business reviews, documenting current systems, and developing recommendations of how to proceed with integration of applications.
• Contributed to the planning, implementation, and operations of the enterprise system.
• Conducted detailed analysis between the business requirements.
• Documented detailed business requirements related to the business processes and tracking requirements traceability.
• Documented the gap analysis and assist with development of project artifacts including test plans.
CAREER SUMMARY
Senior IT Analyst with 20+ years of experience in collaborative and cross supplier environments. A driven individual with a focus on continuous improvement to achieve customer satisfaction. An organized professional with project management skills to achieve maximum growth by utilizing data analysis.
*******@*****.***
linkedin.com/in/myawoods
Raleigh, NC
PROFESSIONAL EXPERIENCE
Wells Fargo: Aug 2019 – Jan 2020
Change Management Analyst - Remote
• Facilitated the successful delivery of change management initiatives.
• Experience with infrastructure and change management within the IT Infrastructure Library (ITIL) Framework.
• Analyzed and communicated release and deployment risks and business impact to stakeholders.
• Supported the overall change management process and ensured appropriate steps and processes are followed in accordance with change management policies.
• Ensured Change Records are properly documented.
• Managed change planning schedule(s) and controls potential conflicts between changes.
• Informed key stakeholders as necessary.
• Reviewed all implemented changes to ensure objectives/requirements have been successfully met.
• Considered previous delivery failures or postponements and identifies any related trends.
• Ensured organizational policies and procedures are followed throughout all transition phases.
• Prepared consolidated reports of end-to-end service delivery and Key Performance Indicators (KPIs).
• Participated in special projects and performs other duties as assigned. Federal Reserve Information Technology: Jan 2013 – Aug 2019 IT Service Management Specialist/IT Analyst - Remote
• Implemented the Proactive and Reactive Problem Management Process into the and Service Delivery environments.
• Provided weekly review of incidents and was accountable for end to end proactive and reactive problem management for all systems, subsystems, and components in the Service Delivery environment.
• Prepared and reported Incident and Problem metric data.
• Provided phone and online support to assist with and resolved Service Delivery Problem Management issues.
• Provided input of data into the problem management module, ensuring that the underlying causes of incidents were understood and documented.
• Managed the lifecycle of all problems and completed research for the root-causes of Service Delivery Incidents.
• Developed/managed custom metric reports to meet the business area needs and measured Key Performance Indicators (KPIs).
• Maintained and published daily/monthly reports as required.
• Created, maintained, and recommended revisions to the GCS and Service Delivery incident and Problem Management policy, process, and procedure documentation.
• Implemented and Facilitated the National IT Incident and Problem Management Process Improvement Team Meeting.
• Acted as the Liaison with the National Service Desk.
• Participated in Software Testing for a new release.
• Participated and lead other projects to leverage knowledge of Problem Management with others.
• Participated in additional Service Improvement Projects that focused on continuous improvement in the National IT environment.
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