Amanda Marlow
GAINESVILLE,VA
Summary
Detail-oriented Documentation Specialist and Business Analyst with 15 years of experience in strategic oversight, project execution, and process optimization. Expertise includes developing SOPs and stakeholder communications to enhance efficiency and compliance. Experienced in managing the full project lifecycle, translating business needs into actionable documentation, and fostering collaboration between technical teams and business leaders. Skilled in SharePoint, Confluence, JIRA, and ServiceNow.
Overview
12
12
years of professional experience
Work History
Business Analyst III/Documentation Specialists
Booz Allen Hamilton/RHO Inc.
Washington, DC
01.2024 - 07.2026
- Coordinate competing priorities and communicate effectively across service lines, workstreams and at all levels of the organization.
- Exceptional communication skills (written, verbal, active listening) organization readiness with an understanding of change management context.
- Ensure thorough documentation of all change management activities, training strategies, and stakeholder communications for future reference and audit readiness.
- Led the development and standardization of documentation templates to support streamlined communication across workstreams.
- Maintain detailed documentation of site-specific engagement plans, including timelines, resource allocation, and implementation milestones.
- Collaborated with cross-functional teams to validate documentation accuracy, ensuring alignment with VA operational guidelines and methodology.
- Strong ability to work independently while also ensuring others are involved and aware of current activities and initiatives as necessary.
- Maintain several trackers within the program to ensure work products are accounted for and delivered on time.
- Flexible and adaptable, able to navigate ambiguous situations.
- Exhibit problem-solving and root cause identification skills.
- Knowledge of and ability to effectively use e-mail, intranet, SharePoint and Teams platforms that are used to support engagement strategies.
- Familiarity with VA’s Prosci, and ADKAR Change Management methodology.
- Worked closely with EHRM-IO end-user engagement and adoption team to align change management and training strategies, deployment timelines, and communication templates while accessing resources for site events and activities.
- Work with the Oracle Health (OH) EUE point of contact, develop engagement strategies and site communication plans in support of local EHRM implementation.
- Facilitated weekly end-user engagement sync meetings with government and contractor support staff, capturing meeting minutes and action items using OneNote.
- Create Frequently Asked Questions (FAQs), Process guides, Onboarding guides, surveys, one pagers, placemats, and communications, etc.,) for appropriate target audiences throughout Veterans Affairs.
- Acted as a subject matter expert (SME) backup during department manager absences and handled critical tasks.
- Stakeholder Engagement & Training: Created onboarding guides, FAQs, and process documentation for VA stakeholders.
- Utilize AI to assist in re-verbalizing written meeting notes and templates at a high level to be distributed to stakeholders.
- Change Management Integration: Worked with EHRM-IO and Oracle Health teams to align documentation with change and training strategies.
- Documentation Tools: Using SharePoint, Teams, and Microsoft Identity Manager for communication and documentation.
- Liaised between departments to facilitate communication and collaboration with the enterprise help desk, creating new distribution group requests and addressing issues that required assistance.
Support Analyst II- Systems Operations-HTIM Production Support Team- HR Finance & Vendor Management
American Equity Investment Life Insurance Company
West Des Moines, IA
05.2022 - 09.2023
- Provides problem resolution support around the production Investments systems and assists the department(s) with requests for policy level changes. This includes responding to request from the business unit(s) for severity 1, 2, or 3 production-impacting incidents/issues and executing on various administration and production support items.
- Created and updated process documentation in Confluence for production issues, ensuring accuracy of information and facilitating faster resolution of incidents.
- Supported PBOR (Portfolio Book of Record) operations by collaborating with BlackRock Aladdin and SSC vendors to troubleshoot production incidents, ensuring timely updates to CASH Breaks, interest rates, and PPN requests during month-end workflows.
- Facilitated knowledge transfer sessions with team members to enhance understanding of processes.
- Utilize Jira and monitored backlogs, escalated when necessary. Wrote user stories, acceptance criteria. Assigned tasks to the appropriate department or individual.
- Maintained documentation for recurring system failures and resolution steps, enhancing troubleshooting efficiency and reducing downtime.
- Maintained comprehensive documentation for recurring system failures and resolution steps to streamline troubleshooting.
- Regularly reviewed documentation to ensure alignment with updated vendor protocols and internal workflows.
- Collaborated with development teams to refine backend triage documentation for NPA and PLM operational accuracy.
- Documented source-to-target mappings for investment data integrations between Aladdin PAM/View modules and internal systems, aligning with IBOR/PBOR standards for risk reporting and operational controls.
- Worked with vendors SS&C and BlackRock to ensure submitted issue tickets are updated and addressed in a timely manner. Create Service Now and Aladdin Help tickets when necessary.
- Collaborated with BlackRock Aladdin vendor team to troubleshoot complex system issues, create workaround processes, and document control procedures for UAT testing in investment data workflows.
- Nightly triage of NPA (Non-Process Accounts) and PLM (Precision Loan Management files). Monitored 23 files to ensure that process runs through the system as expected as expected. If a failure arose, addressed the failure using the process steps laid out for the file that failed. Worked closely with the on-call Application Developers to assist on the back end of triaging the failure.
- Collaborated with the BlackRock Aladdin vendor team to troubleshoot complex system issues, create workaround processes, and document control procedures for UAT testing in investment data workflows.
US Data Management Senior Business Analyst
Aegon
Des Moines, IA
05.2021 - 05.2022
- Created documentation for steps and procedures for the tools used to perform daily activities.
- Worked in conjunction with BlackRock Aladdin vendor to sunset the PAM tool and create a workaround process for the current steps that will take place for month end pricing activities.
- Collaborated with BlackRock team members to solve complex system issues that stem from the research analysis performed.
- Managed Aladdin Help tickets via ServiceNow, ensured integration with Markit Security Master, and aligned Confluence documentation with vendor protocols and internal investment processes.
- Created control documentation and draft test plans for UAT testing.
- Created documentation for steps and procedures for the tools that are used to perform daily activities.
- Assisted the RAFT team with assigning administrative Jira request to the appropriate individuals.
COO Executive Management Business Analyst Associate- HR Finance & Vendor Management
Fannie Mae
Reston, VA
03.2019 - 05.2021
- COO Approvals Process: Manage full life cycle of the COO Approval Process (CAR) by working closely with the COO Business Stakeholders to create their request for review in the CAR Portal which is required to be approved by our Executive Vice President. Work closely with the COO Chief of Staff to ensure the contract renewal request is presented to our EVP within a timely manner before the contract expiration date.
- Reviewed ProcureOne and daily COO Contract Life Cycle Purchase Request reports to ensure any new contract or expiring contract that meets our EVP approval threshold of < $10M are addressed by our COO Business Partners and Leads to ensure a CAR request is completed in our CAR Portal. Any contract that is above the $10M threshold of < $30M, coordinates with the COS of the Chief Financial Officer with the details of the contract that will require CFO review and approval in the ProcureOne workflow system.
- Provided weekly metric reporting to Leadership of the approved, pending, denied, submitted, and canceled (SOW) Statement of Work and (PR) Purchase Request.
- Served as a liaison for the Fannie Mae Legal Department to gather requested business relationship entities from 30 COO officers across 41 COO divisions.
- Delegation of Authority (DOA): Managed DOA requests as changes within the COO organization took place with COO Leadership Officers who fall under the COO EVP.
- Facilitated weekly Business Management Forum for COO, coordinating discussions among approximately 60 staff members, invited guests, and leadership officers.
- Supported FTE headcount requisition activities by updating Taleo reporting and assisting Business Leads.: Function Owner of Daily Taleo Reporting updates into Report App and supported Business Leads and Delegates.
- Created monthly and quarterly metrics and high-level reports highlighting trends, approval rates by division, requisition types, and COO approvals.
- Contract Lifecycle Oversight: Managed the full lifecycle of the COO Approval Process (CAR), including coordination with EVP and CFO for contract renewals and approvals.
- Vendor & Procurement Reporting: Reviewed ProcureOne reports and managed Statement of Work (SOW) and Purchase Request (PR) metrics.
- Managed investment platform integrations between SSC, BlackRock Aladdin, and Markit Security Master, resolving critical incidents to minimize downtime in HR/Finance-linked asset management systems.
- HR-Related Metrics: Supported FTE headcount requisition activities and Taleo reporting.
IT Service Delivery Specialist/CSPI and CSS Engagement Readiness Analysts III
Fannie Mae
Reston, VA
04.2017 - 03.2019
- Supported the implementation of the CSPI platform by evaluating the maturity of process, technology and resources used to process over $2T in Fannie Mae securities, approx. $500,000 securities and 16 million loans.
- Consulted with business stakeholders to assess and characterize current processes and drive ongoing productivity improvement and innovation in partnership with stakeholders.
- Recommended and implemented best practice procedures in support of a culture of operational and service excellence to drive increased efficiency and effectiveness of assigned service line(s).
- Partnered with the business to prioritize technology needs and meet commitments related to responsible service(s). Ensure alignment with corporate guidelines.
- Documented and optimized UAT testing control procedures in investment data workflows, improving operational efficiency and ensuring regulatory alignment in Asset Management production support.
- Coordinated development and management of release readiness plans and implementation schedules to ensure timely delivery and alignment with project goals.
- Provided weekly updates of the Tri-Party action item report.
- Distributed monthly weekly status report to team managers.
Project Manager/Order Coordinator-Business Operations
Cox Communications
Chantilly, VA
01.2017 - 03.2017
- Coordinated medium to large Data, Voice, and TV orders for Cox Business in Northern Virginia and Roanoke, ensuring alignment with customer requirements.
- Accurately entered customer order data and billing information into ICOMS and Order Management System (OMS) to support timely order processing.
- Coordinated installation dates and times with dispatch and customers to ensure seamless deployment of services.
- Scheduled due dates for customer orders in ICOMS and OMS to ensure timely processing.
- Performed quality control checks on all orders and project content.
Operations Change Manager/Business Analyst II- HR Finance & Vendor Management
Fannie Mae
Reston, VA
12.2014 - 07.2016
- Worked with change management reports using Remedy and Service Now and Ops Portal reporting tool. Gathered, documented, and analyzed application requirements, created, and analyzed ad-hoc reports and aided in the escalation/resolution of project risks and issues.
- Analyzed application changes, software, and UNIX patch changes for production support, presenting findings at weekly Change Advisory Board meetings.
- Reviewed 700 operational changes, 1,200 patches monthly, and 12-35 application changes monthly in BMC Remedy and Service Now to ensure change ticket quality meets CAB requirements.
- Provided ticket hygiene results per change ticket audit review requirements to the ticket requester when required. Captured meeting minutes at CAB to discuss with team for ticket knowledge for upcoming Super CAB meeting. Reviewed, rejected, canceled and approved application, operational and patch changes in Service Now based on CAB voting member decision.
- Assisted ticket requesters with questions they may have about Remedy and Service Now processes.
- Created and updated departmental user guide to streamline onboarding for new hires and contractors, detailing process steps using Remedy and Service Now while reporting metrics for CAB.
- Escalated tier 2 and 3 issues to appropriate teams for resolution.
- Performed UAT testing for the Service Now roll out for all functional business units within Fannie Mae.
- Training & Onboarding Support: Developed onboarding materials for new hires and contractors.
- Compliance & Audit Readiness: Ensured change ticket quality met CAB requirements, supporting regulatory compliance.
Customer Service Documentation Manager
i4C Innovations Inc.
Chantilly, VA
06.2014 - 11.2014
- Developed training program and documentation to establish a world-class customer service solution.
- Launched processes and procedures for performance standards documentation and customer concern resolution, defining effective customer contact strategy.
- Liaised with internal departments and vendors to document processes for delivery, set-up, and billing inquiries.
- Utilized Salesforce to store and update new customer information.
Education
High School Diploma -
Stonewall Jackson High School
Manassas, VABusiness Administration -
DeVry Columbus
Columbus, OhioSkills
- Stakeholder Communication
- Process Documentation
- Change Management
- Workflow Automation
- Agile Methodology
- IT Project Management
- SQL
- Data Analysis
- Data Integration
- Data Visualization
- Python
- Tableau
- Salesforce
- Microsoft Office Suite
- Outlook
- Microsoft Teams
- SharePoint
- Power Automate
- MS Planner
- MS Forms
- JIRA
- ETMS Trouble Management System
- Resource Manager
- Incident Response
- Service Management
- Administrative
- Operational Excellence
- Functional Analysis
- Business Requirements
- Quality Assurance
- UAT Testing
- Software Development Lifecycle (SDLC)
- Workflow Manager
- Project Tracking
- Continuous Process Improvement
- Innovative Solutions
- Release Management
- Vendor Relationship Management
- Customer Support
- HR SmartRecruiters
- ICOMS
- One Stop
- Delphi
- Assyst
- Prism
- PeopleSoft
- FPDS-NG
- Electronic Contract File
- IBM Rational ClearQuest v71104
- Clear Case
- MyServices –Service Now
- ICart
- CMBD
- Markit
- Investment Management
- Team Leadership
- Mentoring
- ITIL Foundation coursework
- User Support
- Administrative
- Customer Support
- Agile Methodology
- ADKAR methodology
- User Support
Projects
Brings extensive experience in HR Finance and Vendor Management through her roles at organizations such as Fannie Mae, Booz Allen Hamilton, and American Equity Investment Life Insurance. She has led and supported initiatives involving contract lifecycle management, vendor coordination, stakeholder engagement, and process documentation. At Fannie Mae, Amanda managed the COO Approval Process, overseeing contract renewals and coordinating with executive leadership for financial approvals. She facilitated vendor-related reporting, managed Delegation of Authority (DOA) requests, and supported HR requisition activities through Taleo reporting and headcount metrics. Her work also included hosting business forums and producing high-level trend analyses for HR and finance stakeholders. Leveraged BlackRock Aladdin platform (PAM and View modules) to update CASH Breaks, interest rates, and PPN requests, ensuring accurate month-end pricing and operational continuity during PAM tool sunset transition. While at Booz Allen Hamilton, she developed onboarding guides, FAQs, and process documentation for the Department of Veterans Affairs, aligning change management strategies with enterprise training and communication plans. She collaborated with Oracle Health and EHRM-IO teams to support scalable documentation and stakeholder engagement across HR and operational domains. During her tenure at American Equity, Amanda worked closely with vendors such as SS&C and BlackRock to resolve production-impacting issues, maintain documentation in Confluence, and support integration processes between investment platforms. Her efforts ensured alignment with internal workflows and vendor protocols, contributing to operational efficiency and compliance. Supported Asset Management operations at American Equity Investment Life Insurance by triaging nightly NPA (Non-Process Accounts) and PLM (Precision Loan Management) files across 23 investment data feeds, ensuring seamless processing and compliance with production SLAs. Across these roles, Amanda consistently demonstrated her ability to streamline documentation practices, manage vendor relationships, and support HR Finance operations with precision and strategic insight. Analyzed and triaged IBOR (Investment Book of Record) data flows in nightly NPA and PLM file processing at American Equity, resolving discrepancies across 23 investment feeds to maintain position accuracy and reconciliation integrity. During her two contracts working at Veterans Administration, Amanda worked closely with government stakeholders and counterparts to record all changes within the new Federal EHR Moderation system during development and deployment activities, ensured changes are well-documented, understood, and traceable. Evaluated the potential impact of changes. Submitted approval requests of changes based on their necessity, impacts, and risk assessments. Amanda has planned and scheduled meetings with stakeholders to ensure the release wouldn’t affect other releases that were scheduled on the same day. Scheduling and assigning tasks to ensure resources are available, maintaining a detailed audit trail of what changes were made, who made them, and why they were made while complying with version control concepts, maintaining transparent communication channels among team.
Timeline
Business Analyst III/Documentation Specialists
Booz Allen Hamilton/RHO Inc.
01.2024 - 07.2026
Support Analyst II- Systems Operations-HTIM Production Support Team- HR Finance & Vendor Management
American Equity Investment Life Insurance Company
05.2022 - 09.2023
US Data Management Senior Business Analyst
Aegon
05.2021 - 05.2022
COO Executive Management Business Analyst Associate- HR Finance & Vendor Management
Fannie Mae
03.2019 - 05.2021
IT Service Delivery Specialist/CSPI and CSS Engagement Readiness Analysts III
Fannie Mae
04.2017 - 03.2019
Project Manager/Order Coordinator-Business Operations
Cox Communications
01.2017 - 03.2017
Operations Change Manager/Business Analyst II- HR Finance & Vendor Management
Fannie Mae
12.2014 - 07.2016
Customer Service Documentation Manager
i4C Innovations Inc.
06.2014 - 11.2014
High School Diploma -
Stonewall Jackson High School
Business Administration -
DeVry Columbus