Kerri Yon
Gilbert,AZ
Summary
Versatile Business Analysis with 20+ years' experience driving impactful technology integrations and process enhancements. Recognized for aligning cross-functional teams to transform operational needs into innovative tech solutions. Proficient in Agile and ITSM methodologies, excelling in process analysis, requirement elicitation, acceptance testing, and stakeholder management. Supports development lifecycles, through requirements gathering, system specification, development, testing, and implementation. Designs and improves business processes.
Professional experience includes managing/supporting projects to develop ITSM systems and processes, a multi-year project implementing a new Benefits Enrollment system, and designing a Business Analyst (BA) framework, lifecycle, and process to support the Business Analysis Service as part of an IT Project Management Office.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Business Analyst
CITY OF MESA
01.2019 - Current
- Collaborate with stakeholders, subject matter experts, and business teams to elicit requirements to meet key business objectives
- Maintain traceability of each to facilitate development of stable, supportable technical solutions and update or create new business processes to support them
- Create current and forward-looking process maps to support improvement activities
- Using gap and impact analysis of new or upgraded solutions or processes, further expand, or refine requirements for Business Requirements or Functional Specification documentation
- Manage end-to-end testing; create test cases, compare actual results with expected results to identify Bugs/Issues, and facilitate re-testing as needed
- Ensures that all testing processes are completed according to business, technical, and functional specifications, and are properly documented for traceability and any further analysis required
- Use Agile methodologies to streamline business requirements and verification processes throughout the development and testing of software functions and features
- Coordinate and support the use of Azure DevOps for use by development and business teams for all phases of the project lifecycle
- Build and strengthen relationships and partnerships between the Department of Innovation & Technology(DoIT) and city departments through respectful and effective interaction with all impacted by the project being worked on
- Create and facilitate Business Analyst training for DoIT Project Managers and others in the department who perform PM and/or BA roles in other projects not run by the Project Management Office (PMO).
Technical Support Analyst - ITSM (ServiceNow)
AETNA, INC.
01.2018 - 09.2018
- Partnered with Development to perform QA testing, UAT, and retest of reported bugs/issues and categorized issues as training, cosmetic, and legitimate defects, or bugs, using ServiceNow's Agile platform
- Performed gap and impact analysis of new ITSM solutions, clarify change requests, and create business requirement and functional specifications
- Evaluated, verified, and tested functionality of software products and services, ensuring stable release of solutions that minimize business impact or user experience.
Sr. Program / Business Analyst ITSM (ServiceNow)
AETNA, INC.
07.2013 - 01.2014
- Communicated with business and technology groups as liaison to convey and translate business needs of corporate and customer stakeholders into intuitive ServiceNow ITSM solutions
- Evaluated business processes for improvement through analysis of current and future processes as related to business drivers and challenges voiced by the customer
- Identified opportunities to enhance ITSM performance requirements; ensured that all systems operated according to service-level agreements (SLAs)
- Planned and scheduled project-related resources; guided all project management and support functions required to successfully achieve business analysis and technology development deliverables
- Moderated requirements gathering and process development meetings to align business needs with IT processes, policies, and resources
- Wrote Agile user stories to document requirements and worked closely with operational and technical Product Council members to ensure that the goals of enterprise management processes were developed according to business requirements.
Sr. Business Analyst Consultant (ITSM)
COVENTRY HEALTHCARE
04.2008 - 06.2013
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Developed, administered, and supported web-based IT Service Request Catalog to include complex approval and assignment rules and integration to BMC Remedy for ticketing and fulfillment activities. This involved development skills for Remedy as well as HTML, CSS, and JavaScript to support the Kinetic Request Service Catalog to interface with various versions of Remedy for ticketing, notification, and fulfillment activities.
- ITSM Technical Project Lead responsible for Change, Incident, Problem, and Service Request Management during a 12-month Remedy Upgrade project. Lead requirement review sessions with various customer and development teams to ensure understanding of business problem scope and requirements to facilitate effective design for migration from a highly customized version to a more “out of box” implementation of version 7.5. This included new categorization structures for each ITSM application to ensure improved accuracy of ticket assignment, resolution, and, metric reporting.
- Service Request Management (SRM) Project Lead for migration from internally hosted Remedy platform to vendor-hosted one. Responsible for migrating the SRM tool and process from Kinetic Request to BMC’s SRM application to include complex approvals, assignments, and entitlements.
- Provide ongoing support of the SRM Application to include creation of new requests and updates to existing ones. Responsible for creating a web-based Service Catalog to link to existing request and fulfillment processes in Remedy, SharePoint, and email.
IT Service Support Lead - Change Management
HONEYWELL - GLOBAL TECHNOLOGY SERVICES
07.2006 - 08.2007
- Led multidisciplinary teams, including senior management, operations, technical staff, and suppliers through design and implementation of robust, ITIL-aligned Change Management support processes; requiring comprehensive understanding of IT capabilities and their potential to address the needs of a broad-based operations community. This resulted in successful, on-time implementation of Remedy Change Management v7.0 to over 800 users.
- Accountable for the design, development, execution, and management of robust Change Management controls and governance to meet client requirements at agreed-upon service levels; resulting in the ability to track approximately 1000 changes monthly with 10% reduction in the number of expedited changes.
- Conducted operational audits and assessments to ensure continued success and alignment of supplier partner service performance and compliance with established operational processes including monitoring and evaluating IT service level performance, client demand, problems, and necessary action plans to resolve non-performing service levels.
- Coordinated and published KPI and Metrics Reporting for operational change management which reduced Emergency/Expedited changes from 40% of total volume to 29% over 3 months.
Business Systems Analyst - Service Catalog
DHL EXPRESS - EXPRESS BUSINESS IT GROUP
01.2004 - 07.2006
- Collaborated with stakeholders to gather essential requirements, ensuring successful project outcomes.
- Consolidated business rules for system enhancements.
- Created, collected, and subsequently reported on SLA performance in a monthly executive scorecard
- Maintenance of Excel-based Service Catalog for over 700 applications and Services
- Acted as SME for US Service Level Management in the Global Service Catalog initiative
IT Solution Analyst - Service Level Managaement
AVNET
01.2003 - 09.2003
- Supported Service Level Agreement initiatives between the IT services organization, business partners, and stakeholders. Maintained Service Desk Service Level Agreements with 11 IT support teams. Created, monitored, and reported SLA performance metrics to support these initiatives. The publishing of metrics resulted in increased uptime and reduced Meantime to Restore
- Proactively identified and implemented enhancements to improve data accuracy and cost-effectiveness. By leveraging automation and reducing non-value-add data cleansing activities, saved the company $65.000 annually
Knowledge Analyst
AVNET
- Responsible for improving the level of technical support provided by the Service Desk; ensuring that resolution data from past problem tickets and established knowledge articles are accurate and up-to-date. This resulted in the Service Desk personnel saving an average of 4.5 minutes per call on Priority 1 incidents
- Reduced the number of Knowledge base entries from 2200 to 1400 to empower customers to use resolution data to solve basic problems
- Developed strong relationships with subject matter experts, facilitating access to valuable resources for accurate research results.
Senior Help Desk Analyst
AVNET
- Maintained clear communication with end-users during the issue resolution process, ensuring customer satisfaction.
- Coached and trained end-users on functions, features, and basic troubleshooting of applications such as
- Researched and identified solutions to technical problems.
- Developed comprehensive knowledge base articles, enabling faster issue resolution for colleagues and end-users.
- Analyzed trends in help desk requests to identify areas for improvement in IT systems and training materials.
- Coordinated with other IT departments on cross-functional projects for seamless integration of new technologies.
Training Specialist
AVNET
10.1995 - 09.2003
- Responsible for initial and ongoing positional and professional training of approximately 100 individuals.
- Maintained the integrity of training records and curriculum for the same.
- Developed customized training materials including manuals, presentations, job aids, and facilitator guides for effective knowledge transfer.
Education
Bachelor of Science - Business Administration, Marketing
BRYANT UNIVERSITY
Smithfield, RIMaster of Business Administration (MBA) - Information Technology
WESTERN INTERNATIONAL UNIVERSITY
Phoenix, AZSkills
- Azure DevOps
- Cherwell (ITSM)
- Remedy (ITSM)
- ServiceNow (ITSM and Agile)
- Microsoft Excel
- PowerPoint
- Word
- Visio
- Basic HTML
- Basic SQL
Certification
- ITIL Foundations Certification v2 & v3
- ACBA – Applied Certification in Business Analysis Bridging the Gap (IIBA Certified)
Accomplishments
- Using requirements interviews, workshops, and process mapping sessions, elicit business requirements to meet key business objectives for projects using waterfall and agile methodologies
- Developed and facilitated practical Business Analyst training for the IT Department to support analyst activities that are performed during project activities run outside of the Project Management Office.
- Facilitated initial current state process discovery and mapping for Water, Electric, and Gas departments for the multiyear project to deliver a key initiative in the City of Mesa’s Smart City goal by implementing smart metering for the 3 utilities listed.
Timeline
Business Analyst
CITY OF MESA
01.2019 - Current
Technical Support Analyst - ITSM (ServiceNow)
AETNA, INC.
01.2018 - 09.2018
Sr. Program / Business Analyst ITSM (ServiceNow)
AETNA, INC.
07.2013 - 01.2014
Sr. Business Analyst Consultant (ITSM)
COVENTRY HEALTHCARE
04.2008 - 06.2013
IT Service Support Lead - Change Management
HONEYWELL - GLOBAL TECHNOLOGY SERVICES
07.2006 - 08.2007
Business Systems Analyst - Service Catalog
DHL EXPRESS - EXPRESS BUSINESS IT GROUP
01.2004 - 07.2006
IT Solution Analyst - Service Level Managaement
AVNET
01.2003 - 09.2003
Training Specialist
AVNET
10.1995 - 09.2003
Knowledge Analyst
AVNET
Senior Help Desk Analyst
AVNET
Bachelor of Science - Business Administration, Marketing
BRYANT UNIVERSITY
Master of Business Administration (MBA) - Information Technology
WESTERN INTERNATIONAL UNIVERSITY
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