Jessica Contreras-Barragan
San Antonio,TX
Summary
Senior Technical Program Manager with 8+ years of experience driving large-scale technical programs, Agile delivery, incident & problem management, infrastructure operations, and enterprise tool implementations. Proven leader in Scrum implementation, stakeholder management, business analysis, and data-driven decision making. Expert in JIRA, ServiceNow, Power BI, Agile frameworks, and enterprise system optimization. Recognized for building scalable processes, driving operational excellence, and delivering executive-ready reporting.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Program Manager II
Nordstrom
Seattle, WA
03.2023 - 03.2025
- Lead enterprise-scale programs supporting Network Operations Center (NOC), Incident Management, and Enterprise Monitoring Platforms.
- Owned two strategic programs: Incident & Problem Management (IPM) and Monitoring Tools (Splunk, New Relic, PagerDuty)
- Built and implemented Scrum framework, Agile ceremonies, and backlog governance across operational teams
- Established enterprise-wide Incident Management Data Integrity Program for Priority 1 & 2 incidents
- Designed and launched P1 Root Cause Analysis (RCA) governance process, improving incident resolution quality and accountability
- Led organization-wide Splunk upgrades, coordinating engineering, vendors, and operations
- Designed and delivered Power BI dashboards for incident, problem, and operational performance metrics
- Built executive dashboards and automated reporting pipelines
- Revamped customer-facing NOC communications, improving service clarity and stakeholder confidence
- Managed program roadmaps, backlog prioritization, vendor engagement models, and service operations workflows
- Maintained enterprise documentation standards in Confluence
- Actively collaborated across Operations Program Management leadership
Technical Program Manager II
Nordstrom
Seattle, WA
02.2021 - 03.2023
- Supported Corporate Operations Strategic Services (COSS) and Infrastructure & Security Services (ISS) portfolios.
- Delivered ISS Program Health Dashboard for executive leadership
- Built and launched Rhythm of the Business (ROB) reporting frameworks
- Facilitated strategic planning workshops to build multi-year departmental roadmaps
- Partnered with Chief of Staff to deliver enterprise strategic initiatives and portfolio alignment
- Built JIRA portfolio structures and governance models
- Mentored junior program managers and analysts in project execution and Agile best practices
- Led monthly program reviews and health reporting (RAG status)
Program Manager Tech I
Nordstrom
Los Angeles, CA
08.2020 - 02.2021
- Built and operationalized Service Management Engineering Program
- Implemented JIRA Portfolio configurations, schemas, workflows, and reporting
- Led enterprise JIRA migration project including UAT, deployment planning, and stakeholder communications
- Designed work intake models using ServiceNow, JIRA, and Confluence
ServiceNow & JIRA Administrator
NordstromRack.com
Los Angeles, CA
01.2019 - 02.2021
- Configured ServiceNow workflows, dashboards, reporting, automation, and UI policies
- Administered JIRA workflows, permission schemes, integrations, and governance
- Led platform upgrades, UAT testing, and production deployments
- Built KPI dashboards and enterprise reporting
Interim Customer Care Program Manager
Nordstrom
Los Angeles, CA
02.2020 - 08.2020
- Led cross-org initiatives to reduce call drivers and customer friction
- Built ServiceNow dashboards and reporting for leadership
- Coordinated business & technology teams through enterprise change programs
Business Systems Analyst
NordstromRack.com | HauteLook
Los Angeles, CA
09.2017 - 12.2018
- Delivered business cases, ROI analysis, and enterprise demand prioritization
- Gathered detailed requirements, authored user stories, and led release coordination
- Built reporting dashboards to track performance metrics
Specialized Logistics Supervisor
NordstromRack.com | HauteLook
San Bernardino, CA
12.2015 - 09.2017
- Led logistics operations teams and service analytics
- Built dashboards and performance metrics
- Implemented operational efficiency improvements
Education
Associate of Science - Business & Technology
Chaffey Community College
Associate of Science - Business Administration & Management
Chaffey Community College
Associate of Science - Behavioral Science
Chaffey Community College
Skills
- Program & Project Management: Technical Program Management, Agile Project Management, Scrum Framework, SAFe Concepts, Project Planning, Portfolio Management, Roadmap Planning, Delivery Management, Resource Management, Risk Management
- Agile & Delivery: Scrum Ceremonies, Sprint Planning, Backlog Management, Story Writing, Release Planning, Continuous Improvement, Lean Delivery, Work Intake Frameworks
- Technical & Data: JIRA, Confluence, ServiceNow, Power BI, Splunk, New Relic, PagerDuty, SQL Server Reporting Services, WMS, Office 365, Visio, Data Analysis, Dashboard Development, Incident Management, Root Cause Analysis (RCA)
- Leadership & Strategy: Stakeholder Management, Executive Communication, Change Management, Cross-Functional Leadership, Business Relationship Management, Strategic Planning, Operational Excellence
- Process & Optimization: Process Improvement, Workflow Automation, SOP Creation, Technical Documentation, Governance, Metrics Development, KPI Reporting
Accomplishments
- Led weekly meetings among training staff to brainstorm and ask questions, enabling peers a venue to resolve issues quickly and effectively.
- Reduced incident resolution times through standardized RCA and reporting
- Improved executive visibility into operational health through Power BI dashboards
- Established scalable Agile operations framework
- Built complete enterprise roadmap & health tracking framework
- Increased leadership transparency through automated reporting
Certification
- Certified Scrum Master (CSM) — Scrum Alliance
- Computer Information Systems: Project Management Certificate
- ITIL Foundations
LANGUAGES
English (Native)
Spanish (Fluent)
Timeline
Technical Program Manager II
Nordstrom
03.2023 - 03.2025
Technical Program Manager II
Nordstrom
02.2021 - 03.2023
Program Manager Tech I
Nordstrom
08.2020 - 02.2021
Interim Customer Care Program Manager
Nordstrom
02.2020 - 08.2020
ServiceNow & JIRA Administrator
NordstromRack.com
01.2019 - 02.2021
Business Systems Analyst
NordstromRack.com | HauteLook
09.2017 - 12.2018
Specialized Logistics Supervisor
NordstromRack.com | HauteLook
12.2015 - 09.2017
Associate of Science - Business & Technology
Chaffey Community College
Associate of Science - Business Administration & Management
Chaffey Community College
Associate of Science - Behavioral Science
Chaffey Community College