CHANTAL O'SILAS
Bowie,MD
Summary
Business Systems Analyst with 4+ years of requirements elicitation experience and 5+ years in the P&C insurance industry. AINS certified with deep claims experience. Skilled at translating complex business needs into actionable user stories, facilitating Agile initiatives, and bridging technical and non-technical stakeholders, including executives. Proven track record delivering system improvements that streamline processes, improve efficiency, and align solutions with business goals.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
IT Business Systems Analyst - Consultant
MXA Solutions
Columbia, MD
11.2025 - Current
- Partners with Business Relationship Manager (BRM) and Enterprise Architect to create and refine requirements for business cases going through the demand intake process
- Writes user stories with clear acceptance criteria that effectively capture business needs and opportunities
- Documents as-is and to-be business processes using diagramming tools (Lucidchart, Visio)
- Facilitates requirements gathering sessions with stakeholders, subject matter experts, and executive teams to document business requirements
IT Business Systems Analyst
Erie Insurance Group
Erie, PA
01.2022 - 07.2025
- Elicited requirements from cloud experts and program sponsors to document enterprise cloud standard operating procedures, facilitating faster and more consistent adoption during cloud transformation
- Facilitated Agile ceremonies, authored user stories from business requirements, and prioritized backlogs in Jira to align with stakeholder objectives and timelines
- Supported QA and validation efforts, including regression testing and WCAG compliance testing, to ensure requirements traceability and confirm solutions met business needs
- Gathered feedback from end users and project sponsors, prioritized a backlog of enhancements, and implemented high-impact changes to improve system functionality and user experience
- Collaborated with an external vendor to design and deliver the adoption strategy for the ChatGPT Enterprise rollout, including the launch of the company’s first AI Champion program
Human Resources Specialist
Schwans / Better Baked Foods
North East, PA
07.2021 - 12.2021
- Led full-cycle recruitment and onboarding to maintain staffing levels and support business operations
- Delivered training and adapted hiring processes during COVID-19 to ensure compliance and continuity
Accounts Payable Specialist
Schwans / Better Baked Foods
Erie, PA
10.2019 - 07.2021
- Optimized accounts payable processes, resolving $800,000 in outstanding invoices within 90 days and improving cash flow
- Trained management staff during SAP ERP system implementation, facilitating smooth adoption and minimizing operational disruptions
Associate Technical Analyst/Sharepoint Developer
Erie Insurance Group
Erie, PA
02.2019 - 05.2019
- Facilitated requirements gathering sessions with technical and non technical stakeholders to define system requirements for a new SharePoint environment
- Drafted Statements of Work (SOWs) and delivered project updates to stakeholders, ensuring alignment and transparency throughout the project lifecycle
- Analyzed and supported migration of SharePoint 2010/2013 farms to SharePoint 2016, improving system performance and reducing legacy dependencies
- Developed PowerShell scripts to automate repetitive SharePoint tasks, increasing efficiency and reducing manual error
Claims Intake Specialist
Access General Insurance
Atlanta, GA
04.2017 - 01.2019
- Processed 30–50 first notice of loss and existing claims calls daily, ensuring timely and accurate intake of critical claim information
- Interpreted policy information and communicated coverage details to insureds, brokers, and lienholders, ensuring clarity and accuracy across stakeholders
Education
Bachelor of Arts - International Business and French
Georgia State University
Atlanta, GA12-2015
Skills
- Requirements Gathering
- Stakeholder Communication
- Jira
- Agile (Scrum, Kanban)
- User Stories & Acceptance Criteria
- Process Documentation
- Facilitation
- Relationship Building
- Research & Analysis
- ServiceNow
Certification
Associate in Insurance (AINS), The Institutes, 11/01/22
Timeline
IT Business Systems Analyst - Consultant
MXA Solutions
11.2025 - Current
IT Business Systems Analyst
Erie Insurance Group
01.2022 - 07.2025
Human Resources Specialist
Schwans / Better Baked Foods
07.2021 - 12.2021
Accounts Payable Specialist
Schwans / Better Baked Foods
10.2019 - 07.2021
Associate Technical Analyst/Sharepoint Developer
Erie Insurance Group
02.2019 - 05.2019
Claims Intake Specialist
Access General Insurance
04.2017 - 01.2019
Bachelor of Arts - International Business and French
Georgia State University