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Kerri S. Yon, MBA, ITIL, ACBA EMAIL AVAILABLEGilbert, AZ PHONE NUMBER AVAILABLECRITICAL THINKING BUSINESS ANALYSIS AGILE/WATERFALL PROCESS ANALYSIS & IMPROVEMENTDedicated to bridging the gaps between technology, people, and processes by fostering collaboration and understanding between stakeholders to achieve organizational goals and sustainable growthVersatile Business Analysis with 20+ years' experience supporting 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.Skills and Technology Process Mapping/Analysis Requirements Elicitation Problem Solving Agile/Scrum Continuous Improvement Team Building ITSM & Agile Tools Communication Stakeholder Management Test Cases & UA Testing Conflict Resolution Data AnalysisProfessional ExperienceCITY OF MESA, Mesa, AZ  January 2019  March 2024 (5 years 3 months)Business Analyst - Department of Innovation and Technology (Waterfall & Agile)Collaborate with stakeholders, subject matter experts, and business teams to elicit requirements to meet key business objectives. Maintain traceability of each to facilitate the 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 the business requirement and verification process throughout the development and testing of software functions and features. Coordinate and support using 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 and city departments through respectful and effective interaction with all impacted by the project being worked.AETNA, INC., Scottsdale, AZ  1 year 1 monthTechnical Support Analyst- ITSM (Agile)Partnered with Development to perform QA testing, UAT, and retest of reported bugs/issues. Categorized issues as training, cosmetic, and legitimate defects, or bugs. Retested before release to the UAT team to re-test. This was all managed using the ServiceNow Agile platform.Performed gap and impact analysis of new ITSM solutions, clarified change requests, and created business requirements and functional specification documentation.Evaluated, verified, and tested the functionality of software products and services, ensuring the stable release of solutions that minimize business impact or the user experience.Kerri S. Yon, MBA, ITIL, ACBA PAGE TWOAETNA, INC., Scottsdale, AZ  4 years 5 monthsSr. Program / Business Analyst- ITSM (Agile)Communicated with business and technology groups as a liaison to convey and translate the business needs of corporate and customer stakeholders into intuitive ServiceNow ITSM solutions.Evaluated business processes for improvement through analysis of As-is and To-be processes as related to the business drivers and challenges voiced by the customerIdentified opportunities to enhance ITSM performance requirements; ensured 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.Early ExperienceCOVENTRY HEALTHCARE, Scottsdale, AZ  5 years 2 monthsSr. Business Analyst / Consultant  ITSM Incident, Knowledge, Problem, Request, Service Catalog, and SLA ManagementHONEYWELL - GLOBAL TECHNOLOGY SERVICES, Tempe, AZ  1 year 2 monthsIT Service Support Lead  Change ManagementDHL EXPRESS - EXPRESS BUSINESS IT GROUP, Scottsdale, AZ  2 years 7 monthsBusiness Systems Analyst  Service Level ManagementAVNET, Phoenix, AZ; Chandler, AZ  8 yearsIT Solution Analyst  Helpdesk, Incident, Knowledge, Problem, and SLA ManagementEducation & CertificationsBachelor of Science, Business Administration, Concentration in MarketingBRYANT UNIVERSITY, Smithfield, RIMaster of Business Administration (MBA), Information TechnologyWESTERN INTERNATIONAL UNIVERSITY, Phoenix AZITIL Foundations Certification v2 & v3ACBA  Applied Certification in Business AnalysisBRIDGING THE GAP (IIBA ACCREDITED)