Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jocelyn Sinclair

Pittston,ME

Summary

Results-driven Senior Sales Systems Analyst with 4 years of experience in system analysis and user acceptance testing (UAT) initiatives. Seeking a challenging role where I can leverage my expertise in managing UAT for multiple product teams, prioritizing product enhancements, and collaborating cross-functionally to achieve strategic business objectives. Dedicated to continuous improvement and committed to delivering exceptional value to the organization.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Sr. Sales Systems Analyst

Guild Mortgage Company
San Diego, CA
08.2022 - Current
  • Lead User Acceptance Testing (UAT) efforts for two product teams, ensuring all aspects of testing are planned, executed, and documented effectively.
  • Coordinate UAT resources, including testers, environments, and testing tools, to ensure timely and thorough testing.
  • Analyze UAT results, identify defects and areas for improvement, and work closely with development teams to resolve issues.
  • Facilitate prioritization sessions with product teams to align development efforts with business objectives and customer requirements
  • Develop and maintain a prioritization framework or model to objectively evaluate and rank product features, enhancements, and defects
  • Monitor and manage the product backlog, ensuring that high-priority items are properly groomed, estimated, and scheduled for delivery.
  • Monitor and manage the product backlog, ensuring that high-priority items are properly groomed, estimated, and scheduled for delivery.
  • Provide post-implementation support by documenting lessons learned, conducting retrospective meetings, and contributing to continuous improvement initiatives.
  • Serve as a subject matter expert in UAT and product management practices, providing guidance and mentoring to junior analysts and team members.
  • Set clear performance expectations, goals, and KPIs for the team, and regularly review individual and team performance to identify areas for improvement.
  • Develop and implement a customer service strategy aligned with the company's goals and objectives, focusing on delivering exceptional customer experiences and satisfaction.
  • Define service level agreements (SLAs), response times, and resolution targets to ensure timely and effective support for customers.
  • Oversee day-to-day operations of the customer support team, including managing ticket queues, assigning tasks, and ensuring timely resolution of customer inquiries and issues.

Encompass Administrator

Sprout Mortgage
East Longmeadow, NY
02.2022 - 05.2022
  • Configure and maintain user accounts, roles, permissions, and security settings within the Encompass system, ensuring compliance with regulatory requirements and company policies.
  • Customize and configure Encompass workflows, templates, and forms to meet the specific needs and processes of the organization
  • Manage system settings, preferences, and parameters to optimize performance, usability, and efficiency.
  • Oversee data imports, exports, and integrations with external systems, such as credit bureaus, document management platforms, and third-party services.
  • Provide training and support to end users, including loan officers, processors, underwriters, and other staff, on how to effectively use the Encompass system.
  • Collaborate with business stakeholders, process owners, and IT teams to gather requirements, prioritize enhancements, and implement solutions that align with business objectives.

Encompass Administrator

Residential Mortgage Services
South Portland, ME
07.2020 - 02.2022
  • Configure and maintain user accounts, roles, permissions, and security settings within the Encompass system, ensuring compliance with regulatory requirements and company policies.
  • Customize and configure Encompass workflows, templates, and forms to meet the specific needs and processes of the organization.
  • Manage system settings, preferences, and parameters to optimize performance, usability, and efficiency.
  • Provide training and support to end users, including loan officers, processors, underwriters, and other staff, on how to effectively use the Encompass system.
  • Create and maintain user documentation, training materials, and knowledge base articles to support ongoing user education and adoption.
  • Serve as the primary point of contact for user inquiries, issues, and technical support requests related to the Encompass system, troubleshooting problems and providing timely resolution.

Education

High School Diploma -

Lisbon High School
Lisbon Falls, ME
06-2004

Skills

  • End-user support
  • User Acceptance Testing
  • Business Intelligence
  • Training and coaching
  • Excellent Communication
  • Prioritization

Certification

  • Certified Nursing Assistant

Timeline

Sr. Sales Systems Analyst

Guild Mortgage Company
08.2022 - Current

Encompass Administrator

Sprout Mortgage
02.2022 - 05.2022

Encompass Administrator

Residential Mortgage Services
07.2020 - 02.2022

High School Diploma -

Lisbon High School

Similar Profiles

CREATE PROFILE
Jocelyn Sinclair