Kathleen "Kay" Devaney

Currently supporting two (2) EC technical teams: Capture and CMOD

Understand the Business customer use of and need for the solutions currently provided to:

• Create and drive requests for enhancements as the Business needs change
• Create complete and clear Business requirements including end-to-end Business Use Cases to the IT partners who are responsible for the solutions

Understand the technical aspects of the solutions currently provided so that I can:

• Enable the Business to understand when the solution is not broken, but instead working as expected
• Enable the Business to understand when the solution is broken, why it is broken, and then provide the necessary support/communication through and beyond the resolution of the problem

Provide:

• Knowledge and support as required/requested to less experienced Business team members
• Meaningful/actionable feedback as applicable and appropriate,
• Updates to manager/project sponsors and stakeholders regarding work status
• Insurance background and knowledge to technical partners to fill-in gaps which can prevent them from fully understanding the Business impact of the solutions they are asked to create and deliver

Currently working on supporting the delivery of Capture's replacement of Captiva (vendor solution) with the cloud-based in-house built Nimbus solution which includes POWR scanning. EC Capture will be first team in EC to become fully cloud-based.

Currently working on multiple efforts for the CMOD team including a cloud-based solution through a vendor; also in process of handing off primary support of CMOD efforts to a newer BSC teammate who came from HR. Therefore it was and continues to be important to be available to him for questions, concerns, support as needed, as well as gauging his readiness to take on more work. Communicating with our manager to make sure that I am supporting supporting his plan for this teammate, and always setting teammate and CMOD up for success.

Supported the following:

• POWR + POWR Data Warehouse including access approval/denial (some sporadic back-up during this period, but beginning in 2009 typically none at all)
• Filings (began supporting in 2009, no back-up support) and quickly had to overhaul all of the supporting documentation because there was no confidence in the work the previous BSC had completed.
• ARC/PCV (sometime in the 2010s supported roll out of both ARC and then its replacement by PCV, no back-up support)
• RightFax including being the SME for new number creation process (in the 2010s began supporting on an "unofficial" basis; it was made official following my being the lead BSC for a companywide upgrade, but never any back-up support)

In late 2009/early 2010 was asked by manager to partner with another teammate who was also recognized as SME for the creation of high quality Business requirements with the goal of creating a tool everyone could utilize. That partnership resulted in the creation of a tool which was not only rolled out to the entire DRG, but is one that rely upon today, and have provided to new BSCs regardless of org.

Ultimately was asked to take on the review of all requirements created by a teammate in order to coach her towards improving the quality of her requirements, and did so.

During the latter years of this timeframe the BPS team joined the org and, especially for those based in Florida, I became their primary contact for questions/direction.

In order to provide them an option to add to their skill set I proposed to my manager a plan to offer them opportunities to perform POWR post-elevate testing, and was given approval.

Only one individual responded, and she very quickly learned the steps. When I offered the work, she was was the only member of her team who stepped up, and I quickly realized she was long overdue to transition to a BSC role. I enabled her to realized that she was ready for the next step, and when she agreed I championed her tirelessly for available loan-in BSC positions. I take pride in knowing that I enabled her to begin her career journey; she is now a BSC III in CRM.