Open To Work
DEBORAH ST. CLAIR
Mosaic Health
Chandler,AZ
Work Preference
Desired Job Title
Sr. IT Technical WriterSr. IT Technical Writer / Systems ArchitectureSr. Technical Writer/Sr. Business Analyst ConsultantSr. Technical Writer/Sr. Business Analyst ConsultantSr. Technical Writer/Sr. Business Consultant
Work Type
Full TimeContract WorkConsultingSeasonal WorkPart Time
Location Preference
Remote
Important To Me
401k match
24
Years of experience
Extensive experience analyzing complex business needs and advising on application design and process change opportunities. Additional experience acting as a liaison between stakeholders to define, analyze, communicate, and validate requirements for changes to existing business processes, policies, technology, and information systems to alleviate business issues as needed for the team/task. Skilled in delivering and distributing documentation for its intended audience(s), across client organization, utilizing Confluence, ServiceNow, SharePoint, Microsoft 365, Teams, and web communications. Seeking fully Remote opportunity as Technical Writer, Business Analyst or Instructional Writer / Designer.
Experienced with creating detailed technical documentation that enhances user understanding and operational efficiency. Utilizes clear and concise language to communicate complex information effectively. Strong understanding of technical writing principles and best practices.
Work History
Sr. IT Technical Writer
3 Months- Supported team for ServiceNow Migration and 365 Migration projects.
- Created/Set-up SharePoint folder locations.
- Worked on OpenText for various projects.
- Developed clear and concise technical documentation with company Subject Matter Experts – SMEs for healthcare software applications.
- Collaboration with SMEs for both ServiceNow and 365 Migration projects.
- Used Word, Excel, PowerPoint, SharePoint, Teams Meeting, Chats and Outlook.
- Created and generated project plan, generated project tracking for all projects.
- Remote Consultant – Provisions Group – Remote
- Collaborated with subject matter experts to gather information and ensure accuracy of content.
Sr. IT Technical Writer / Systems Architecture
2 Years 2 Months- Wrote Software Design Documents – SDD, daily.
- Diagrammed network Interface mapping in Visio.
- Researched SDD material to glean additional Summary details for all SDDs.
- Utilized Confluence, OpenText – OTDS, Teams, Jira, ServiceNow, SharePoint, Snagit.
- Remote Permanent
Sr. Technical Writer/Sr. Business Analyst Consultant
3 Months- Wrote and edited processes daily for team, utilizing SharePoint, Confluence, Jira, and ServiceNow.
- Interviewed Adjusters daily as needed and other team-member for processes.
- Reviewed project plans, generate documentation for Agile and met with team daily on projects.
- Created diagrams in Visio, reviewed with team and identified gaps.
- Remote Contract
Sr. Technical Writer/Sr. Business Analyst Consultant
8 Months- Created 40 modules for Workday Application..
- Updated current and new processes for management and employees user manual.
- Utilized the tools: Visio, Microsoft Word, SnagIt, and Workday; for navigation in Workday.
- All procedures were written from scratch.
- Gathered materials from company SharePoint and Confluence locations sites.
- Led Teams online meetings daily gleaming information for modules as well as presenting new modules as completed.
- Remote
- Developed comprehensive documentation for software applications, enhancing user understanding and support efficiency.
- Collaborated with cross-functional teams to gather technical information and ensure accuracy in user guides.
Sr. Technical Writer/Sr. Business Consultant
2 Months- Wrote a User Manual for a Testing Robot System using Microsoft 365 and SnagIt.
- Created templates for the manual as well as other items as needed.
- Used Skype, Teamwork, and SharePoint and worked remotely.
- Wrote Maintenance Manual with team input.
- Met with several team-members on the manual and had reviews of various processes.
- Used the GUI tool learned the process for using the System online that is in reference to the Robot.
- Gathered information through Subject Matter Experts as well as researching information for several sections of the manual.
- Remote
Sr. Technical Writer / Business System Consultant
2 Months- Researched, prepared and edited Consolidated Settlement Platform Manual – (CPS) on one of the company systems as well as OpenText.
- Created templates, wrote user manuals with the new processes and new screenshots.
- Diagrammed new flows with LucidCharts and updated processes.
- Remote Contract
Business Systems Analyst – Consultant
5 Months- Worked remote as a Business Analyst Liaison on a short contract, for Wells PVSI location.
- Created, analyzed, tracked, and monitored Jira tickets several hours daily for PVSI Shared Services.
- Tracked all approvals, pushed tickets along, identified holdups, risks or issues and escalating as needed.
- Kept records of all issues tracked in Jira and generated web communications.
- Utilized Excel, Visio, Jira, Bike to track and document all issues.
- Remote Contract
Technical Writer – Consultant
6 Months- Wrote and edited high level procedures – (PRO) for Engineering, Communications and Quality Control areas; PROs – High-level process; not step by step.
- Identified daily compliance and regulatory requirements.
- Analyzed, tracked and monitored JIRA Tickets for the PVSI Shared Services Business Process Management Team.
- Managed up to 20-30 records daily issues, tracked and generated.
- Utilized Excel, Jira, Bike to look-up/research all issues, requirements that were missing or not complete.
- Contract
Business Analyst – Consultant
8 Months- Wrote job requirements and descriptions for HRIS and ServiceNow side of the Department.
- Troubleshoot Level 1-2 issues for ServiceNow in facility and remotely.
- ServiceNow; Wrote Business Requirements, created and submitted Business Enhancements for various dashboards and Incidents and tracked through the ServiceNow portal.
- Liaison to the ServiceNow Developer and assisted with his needs.
- In-depth hands-on experience in Agile, Scrum and Lean software development methods.
- Wrote SDLC, Agile, Six Sigma requirements, proposals, and process diagrams for department to follow.
- Migrated several hundred company contracts to new SharePoint site.
- Created and maintained business process flows, data flows for all in-scope reports and processes.
- Created 14 presentations and training materials for Quality, ServiceNow, Projects and Business Analyst areas.
- Wrote job description requirements for Business Analyst Developers, BRD, Functional Business Requirement and Project Status Templates.
- Contract
Sr. Tech Writer / Business Systems Analyst – Consultant
7 Months- Analyzed and rewrote process documents for efficiencies as well as correctness in the business: Internal Loss Data, Quarterly Control Assessment and Risk and Control Self–Assessment.
- Set-up SharePoint location for the department; as a SharePoint Site Owner.
- Managed quarterly control assessments and documented team workflows in Visio.
- Created PowerPoint presentations for the team and one of the executive members.
- Scheduled, attend and facilitate Skype and WebEx for online meetings.
- Worked at an accelerated pace to meet delivery timelines.
- Reviewed, updated, and created Business Requirement Documents – (BRDs) and Functional Requirement Specifications (FRDs).
- Created and documented several different processes and procedures for teams; added details to work process flows, recreated the process document – documents, Quarterly Control Assessment Report Letter (QCA, Internal Loss Data, Risk and Control Self-Assessment Review (RCSA) – which are completed quarterly, then reviewed and presented to executives.
- Contract
Senior Technical Writer / Business Analyst – Consultant
3 Months- Worked with the Risk Evaluation and Mitigation Strategy – (REMS) Program, writing and designing templates for Federal Drug Administration – (FDA).
- Managed multiple supporting documents, all were submitted to FDA to ensure compliant requirements were met.
- Developed, designed and updated presentations, metrics material for Client Interface presentations.
- Researched previously FDA approved submittals for similarities to design department submittal templates.
- Wrote and created a standardized Design Style Guide Template and process for REMS Program for submittals.
- Analyzed and compared approved submittals to ensure most efficient approval ratings were accomplished.
- Contract
Business Analyst – Consultant
2 Months- Updated the current manual processes to more efficient electronic ways of operating.
- Reviewed processes for gap analysis, issued remediation and precise streamlining of all processes.
- Followed Agile and Scrum methodology, developed, documented project plans, and schedules.
- Wrote proposals, and effectively remediated budget issues to reduced project from 5 months to 4 weeks.
- Wrote Business Requirement Documents – (BRDs) and Functional Requirement Specifications (FRS).
- Contract
Business Analyst – Consultant
6 Months- -Provided remediation and reconciliation of data from the Federal Market Place and other health insurance exchanges, such as Midas, (Multidimensional Insurance Data Analytics Systems), to resolve consumer’s 1095-A coverage corrections.
- Accountable for supporting development and implementation for the Patient Protection and Affordable Care Act – (ACA) programs for the Centers for Medicare and Medicaid Services.
- Analyzed and accessed key data information, used tools such as Vlookup in Excel on each case, prepared case analyses, advising and recommending improvements while ensuring compliance with the state and federal regulations.
- Developed, researched, updated and tracked data documents across multiple systems utilizing MS Dynamics; as well as Cerrs and Excel software for detailed information regarding approval/denial process for 1095-A form
- Contract
Business Analyst, Technical Writer – Consultant
1 Year 1 Month- Created SharePoint storage area for all documents; Created SharePoint web pages ad hoc as needed.
- Developed, created, and updated the Major Incident Management – (MIM), process workflow and verbiage from scratch, gleaning workflow input from SMEs and lead managers.
- Developed Project Plan for documentation and department projects.
- Scheduled and gathered metric information for Business Impact Analysis.
- Developed, created and updated the Root Cause Analysis – (RCA) workflow from scratch and critiqued process; posted to global company website – first documented process company-wide.
- Wrote / edited RCA report documents daily, creating template and standards for process.
- Identified, analyzed and revised the MIM and RCA processes for improvements and Gap Analysis. Reviews, using agile methodology.
- Wrote procedures and edited Disaster Recovery documentation for company.
- Designed management and executive level communications, reports, training material related to technology incidents and a repository for the documentation.
- Diagrammed and wrote a clear process to follow and set-up storage for all documents/diagrams.
- Created JIRA Stories, JIRA tickets in the Ticketing System for changes to high-level signature authorities.
- Designed WIKI pages for RCA Legal/Compliance Review Process and Major Incident Management Process – (MIM).
- Consultant
Business Analyst – Consultant
4 Months- Conducted Sprint Sessions with developers and staff for deliverables; gathered/extracted requirements from the technical resources, subject matter experts – SME refining and wordsmthd proper requirements, data dictionaries, and workflows for the ServiceNow, Service Catalog.
- Created JIRA stories for administrator to add to the ServiceNow process; worked with Agile development methodologies and 2-week sprints for deliverables.
- Project accomplished ahead of schedule.
- Completed the beginning stages of the implementation of IT Service Management (ITSM).
- Consultant
Business Analyst, Technical Writer – Consultant
8 Months- Met with SMEs and conducted JAD Sessions to gather information for development of managing multiple projects.
- Created project plan for all needed documentation and training on all new processes.
- Met and wrote procedures for two teams that were highly secured areas, documenting procedures for creation of licenses and KEY generators certificates; this software process was high security - Key numbers; generated and distributed to private and public users all over the world, A large amount of the documentation was written in OpenText webtop.
- Wrote Disaster Recovery documentation as well as security processes.
- Organized SharePoint area and created a location for processes, main web page, and WYSIWYG DITA Editor.
- Updated/edited ten operational manuals and 2 user guides, stored on SharePoint.
- Led training sessions on new processes and procedures.
- Consultant
Technical Writer – Consultant
8 Months- Wrote, edited, and created templates in FrameMaker and Word.
- Diagrammed System illustrations of business network topologies setups in Visio.
- Formatted and edited processes/procedures on the Safety User Manual in Microsoft Word, FrameMaker 10 and Visio.
- Setup Safety web site in SharePoint 2010.
- Consultant
Business Analyst, Technical Writer – Consultant
3 Months- Documented processes for Security, assisted team in clarity of PCI requirements.
- Met with SMEs to create PCI DSS required processes and PCI expert in Washington via telephone to understand information necessary for Cable One to become compliant.
- Generated and processed paperwork to achieve a later extension date on the PCI DSS Compliant requirements.
- Collaborated with Internal Auditor in Washington to deliver identifiable audit trails for internal audit process.
- Worked with PCI Analyst and Project Manager to wordsmith correct verbiage for PCI Extension Form.
- Developed checklist for project manager to obtain a clearer understanding of team’s status as to goals and creating an updated project schedule.
- Consultant
Technical Writer, Business Analyst, Web Documentation – Consultant
10 Months- Completed $1M project, PCI Software Development Kit; converted, updated, and diagrammed SDK, 1,100-page documents from RoboHelp to Author-It.
- Re-wrote step by step processes that were user friendly for clients and customers to understand more clearly.
- Glossaries were written in OpenText.
- Update css files for PCI SW Development Kit; diagrammed XML table/codes in Visio; and imported into SDK, added XML code samples and new navigation methods with new software tool.
- Consultant
Business Analyst, Project Management – Consultant
3 Months- Managed, tracked, and updated all project information in Quality database system and SharePoint.
- Met with SME to gather information; designed/created process maps, process flows, and swim lanes using Visio and IGrafx software.
- Facilitated meetings online and in person with domestic and international locations, using conference room/Sametime; documented and completed processes with Visio and Word.
- Consultant
Independent Consultant
2 Years- Updated and created resumes, brochures and websites for clients as well as software and web applications.
- Trained, troubleshot, and mentored job search candidates.
- Consultant
Business Analyst, Technical Writer – Consultant
5 Months- Updated FM MIS Help Desk company website links and company name changes using SharePoint, HTML, FrontPage, Microsoft Word, Excel, Adobe Acrobat and Paint.
- Utilized RoboHelp, FrontPage and some HTML hard coding to develop websites, including framesets, menus, search engines, and glossaries.
- Re-linked and updated Excel spreadsheet for over 700 Help Desk live reference processes.
- Analyzed documentation and templates for consistency and usability.
- Documented and diagrammed network architecture and standards.
- Reformatted, edited and re-wrote documents on website.
- Created Software Requirements Specifications, streamlined version control documentation, and revision control processes.
- Consultant
Senior Technical Writer – Consultant
5 Months- Managed multiple projects and tasks created FrameMaker templates, rules for revision control and requirements.
- Updated/enhanced IT documents with FrameMaker for IT Help Desk Document Control.
- Created Certified documents for US Airways.
- Consultant
Senior Technical Writer, Business Analyst
1 Year- Wrote over 850 new processes and procedures, managed, organized and Wrote IT Finance Team processes using Microsoft Word, RoboHelp, and Visio.
- Researched and verified information to provide content for IT Standards.
- Tested Finance, Help Desk, Remedy, SOPs, and API web documents for consistency and usability.
- Met with and interviewed teams to document and diagram network architecture systems and standards.
- Met with clients, key leaders, SMEs to gather information and write policies and procedures for Finance and IT Departments.
- Diagrammed physical topology of the network and data flow between components.
- Researched, created, and edited technical documents, including process manuals.
- Involved and assisted with Internal audits and compliance.
- Wrote step-by-step procedures that included informational content and screen captures.
- Documented access to various systems, diagrammed system setups in Visio
- Wrote Disaster Recovery processes for company.
- Created technical user manuals and guides for network, software and hardware procedures.
- Created Web help and Flash help documentation sites for the IT Team
- Wrote Automatic Clearing House “ACH” electronic transactions procedure for vendor payments and employee reimbursements.
- Conducted JAD session to create and write Software Requirements Specifications hardware, software, use case, test case requirements, help text, and presentation materials.
- Completed in-depth analyses on Remedy categories; used Excel for tracking information.
- Developed, created, facilitated, and co-led small training sessions online and in-person for the developers and Help Desk.
- Consultant
- Led development of comprehensive technical documentation for foodservice operations, enhancing clarity and usability.
Education
Business Administration
- 64 Credits Phoenix College
- GPA: 4.0 honors
Skills
Business
data
and gap analysis.
Working knowledge of Rational Unified Process – (RUP) methodology.
Strong knowledge of MS Project
Excel
MS Word
and Visio.
Ability to grasp complex technical concepts and deliver easy to understand information.
Experience writing user guides and manuals.
Deliver high quality detailed documentation.
Requirement gathering
writing
and analysis of Service Level Agreements – SLAs
Request for Proposal – RFP
Functional Specification Document – FSD
Business Requirement Document – BRD
Design Documents
Third party documentation
and White Paper Requirements.
Analyze existing / potential content
focusing on reuse / single-sourcing opportunities.
Risk Management Analysis.
Wrote Process Improvements Plan – PIP
proposals
IT compliance documents and finance and auditing reports.
Created and maintained the information architecture.
Cross-functional collaboration with teams and clients.
Wrote and designed user and knowledge base manuals
issue tracking
remediation
and SQL Queries.
Wrote policy and procedures that met Federal Financial Institutions Examination Council – (FFIEC) requirements.
Wrote network security and cyber security documents.
Created multiple user manuals and training materials.
Generated strong audit compliance documents
audit trails
and internal audit processes.
System techniques; training
instructional and presentation design.
Experience writing Business Continuity Plan and Disaster Recovery documentation company wide.
Strong detailed experience in data mapping
ITIL
SEI
ISO
and SDLC since 1999.
Strong experience gathered detailed information from all levels of SMEs and discussions.
Proficient in Zoom and Teams video meetings
MS Office Suites; including MS Project
ServiceNow
Visio; Information Mapping
business process flows
data flow diagramming and Adobe RoboHelp
SnagIt
Screen Capture. Monday
SmartSheet
FrameMaker
Author-It
FrontPage
Author-It
OpenText – OTDS
Dreamweaver
WordPress
Wiki
SharePoint
Spagnit
Data Modeling with; LucidChart
IGrafx
Gliffy
JIRA
SQL Queries
XML
HTML
PageMaker and Adobe Acrobat/Reader/Writer
Cloud
Visual Studio
SaaS
MS Dynamics
training material
Confluence
Teamworks
Sametime/Web Conference
WebEx. Skype
Lotus Notes
Outlook
Crystal Reports
Learning Management Systems – (LMS).
Timeline
Sr. IT Technical Writer
Mosaic Health
09.2025 - 12.2025Read More
Sr. IT Technical Writer / Systems Architecture
Norwegian Cruise Lines Holdings Ltd. - Enterprise Architect - Remote
05.2022 - 07.2024Read More
Sr. Technical Writer/Sr. Business Analyst Consultant
USAA Corporation
10.2021 - 01.2022Read More
Sr. Technical Writer/Sr. Business Analyst Consultant
Guidehouse Corporation
01.2021 - 09.2021Read More
Sr. Technical Writer/Sr. Business Consultant
Chroma USA
10.2020 - 12.2020Read More
Sr. Technical Writer / Business System Consultant
Blackhawk Network
12.2019 - 02.2020Read More
Business Systems Analyst – Consultant
Wells Fargo
07.2019 - 12.2019Read More
Technical Writer – Consultant
Boeing Corporation
07.2018 - 01.2019Read More
Business Analyst – Consultant
Albertson/Safeway Corporate
11.2017 - 07.2018Read More
Sr. Tech Writer / Business Systems Analyst – Consultant
Wells Fargo
04.2017 - 11.2017Read More
Senior Technical Writer / Business Analyst – Consultant
McKesson
10.2016 - 01.2017Read More
Business Analyst – Consultant
Arizona State University
05.2016 - 07.2016Read More
Business Analyst – Consultant
Cognizant
11.2015 - 05.2016Read More
Business Analyst, Technical Writer – Consultant
Orion Health
10.2014 - 11.2015Read More
Business Analyst – Consultant
Arizona State University
01.2014 - 05.2014Read More
Business Analyst, Technical Writer – Consultant
Intel Corporation
03.2013 - 11.2013Read More
Technical Writer – Consultant
First Solar
07.2012 - 03.2013Read More
Business Analyst, Technical Writer – Consultant
Cable One
02.2012 - 05.2012Read More
Technical Writer, Business Analyst, Web Documentation – Consultant
TSYS Acquiring Solutions
02.2011 - 12.2011Read More
Business Analyst, Project Management – Consultant
Prudential Relocation and Real Estate
09.2010 - 12.2010Read More
Independent Consultant
Independent
09.2008 - 09.2010Read More
Business Analyst, Technical Writer – Consultant
Freeport - McMoRan Inc., – Formerly Phelps Dodge
03.2008 - 08.2008Read More
Senior Technical Writer – Consultant
US Airways
10.2007 - 03.2008Read More
Senior Technical Writer, Business Analyst
US Foodservice
10.2006 - 10.2007Read More
Phoenix College
Business Administration
Read More
TRAINING
- Agile and ITIL Principles - Lynda.com
- RoboHelp 6.0 Training by Round Peg Corporation in Phoenix
- Basics of Crystal Reporting - US Food Service
- Software Engineering Process Group Conference, 2002, attended and assisted
- Cold Fusion Training Class - Motorola University
- SEI Training and QSR Assessor Training - Motorola University
- ISO9000 Audit Requirements - Motorola University