Catherine Pierce
Technical Business Analyst at Codesmith- Claim this Profile
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Bio
Credentials
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Certified Scrum Master (CSM)
Scrum AllianceApr, 2016- Nov, 2024 -
PMP (In Training)
Project Management Institute
Experience
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Codesmith
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United States
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IT Services and IT Consulting
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1 - 100 Employee
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Technical Business Analyst
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Jun 2022 - Present
Technical Business Analyst Technical Business Analyst
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Organogenesis
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Biotechnology Research
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700 & Above Employee
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Business Analyst
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Nov 2018 - Jun 2022
Business analyst focusing on administration and improvements of enterprise management systems. Assist with the conversion from AX2009 to D365, with a primary focus on the processes involved in the sales and fulfillment workstream. Perform complex business and systems analysis work, including requirements gathering and analysis of processes and use cases with technical staff and business users. Participate in evaluation of internal systems and third-party tools; assist with design and integration implementations for selected systems. Develop and document process flows, system diagrams, SOPs and other documentation for development and training purposes. Provide training and assistance for support and users on new and existing systems. Show less
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Wayfair
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United States
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Retail
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700 & Above Employee
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Senior Product Associate
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Jun 2016 - Jun 2018
Primary product owner and business project manager for the software engineering team that built, maintains and updates the inventory management logic and processes used by Wayfair's websites. Partner with business and engineering stakeholders and developers in the Agile development process. - Introduce and implement new process for critical questions and bugs utilizing our ticket system instead of email, with initial PM triage prior to engineering review. -- Respond to inquiries and reroute tickets as appropriate using system knowledge, SQL and data analytics. - Act as Scrum Product Owner and Project Manager. -- Condense organization of backlog work into ticket system and add organization to ticket system. -- Coordinate with cross functional stakeholders and engineers to suggest, prioritize and implement plans and projects for team based on relative impact for company. -- Facilitate regular meetings and communications with stakeholders throughout the development process. -- Convert business requests into detailed specs and release requirements for engineers. -- Manage communications about completed work and ongoing projects to wider company. - Coordinate with engineering to map out currently implemented process and business logic, and advise on desired changes with stakeholders and engineering. - Design and teach a project management seminar on tools and methodologies to PMs and others. Show less
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WB Games Boston
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United States
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Computer Games
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100 - 200 Employee
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Service and Compliance Supervisor
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Jun 2011 - May 2016
Manage and individually contribute to a team that developed, managed and administered tools and systems for all departments and teams at Turbine and customer service tools for all video games produced by Warner Bros/Time Warner. - Managed a team of application administrators/managers/developers. Responsibilities included writing annual reviews, interviewing potential employees, managing a ticket queue, training, coaching direct reports and other support personnel. - Administer Customer Relationship Management systems, including configuration, access, permissions, workflows, surveys, metrics and reporting in Salesforce and Parature - Liaised with other departments to resolve system issues, report and resolve bugs, assist with design and implementation of new systems. - Supervised development and maintenance of metrics and detailed reports for Customer Service, QA, Developers, and Executives for Turbine games and global customer service for all video games produced by Warner Bros. - Consolidated application administration of JIRA and Confluence to a single team. Set up policies and process for configuration updates, access and permission controls. Transitioned teams and departments including HR, Finance, IT, Quality Assurance, Development/Engineering and others from alternative systems and provide guidance for optimized workflows and processes. - Assisted with development and management of process and change management procedures for various systems and teams across the organization. - Continued to perform responsibilities of CS Administrator for increased team bandwidth. Show less
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Customer Service Reporting & Tools Administrator
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Aug 2010 - Jun 2011
Product owner, developer, manager and administrator of tools and systems used by customer service, QA and engineering/development teams. - Administer Customer Relationship Management systems, including configuration, access, permissions, workflows, surveys, metrics and reporting in Salesforce and Parature - Developed reports and provide daily, recurring and ad hoc metrics for Customer Service. - Managed access, permissions, and documentation for proprietary support tools. - Assisted with security reviews and audits of tools, data and access for compliance and best practices. - Designed and managed customer satisfaction surveys and quality management forms and associated metrics. - Assisted Customer Service Supervisors with system issues, escalations, team management, meetings, communication, training, quality reviews and disciplinary actions. - Managed bulk communications to customers and employees. Show less
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Account Management Representative
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Jul 2008 - Aug 2010
Customer Service role focused on assisting customers with queries about accounts, payments and general game information, acting as a customer advocate. - Researched and responded to customer requests via phone, email and web tickets regarding payments and account management. - Reviewed Account Management forums and publish appropriate information to assist customers. - Managed bulk communications to customers and employees. - Assisted with training new representatives, including policy and process documentation. - Assisted with management and documentation of Customer Service tools. Show less
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Priority Services Representative
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Nov 2007 - May 2008
Support college and university financial aid officers with queries and updates. - Manage college and university accounts for a proprietary website. - Assist school Financial Aid Officers with inquiries and updates to loans via phone and email. - Contact colleges and universities with inquiries about loans and school information . Support college and university financial aid officers with queries and updates. - Manage college and university accounts for a proprietary website. - Assist school Financial Aid Officers with inquiries and updates to loans via phone and email. - Contact colleges and universities with inquiries about loans and school information .
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Account Management Representative
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Mar 2007 - Nov 2007
Customer Service role focused on assisting customers with queries about accounts, payments and general game information, acting as a customer advocate. - Researched and responded to customer requests via phone, email and web tickets regarding payments and account management. - Reviewed Account Management forums and publish appropriate information to assist customers. Customer Service role focused on assisting customers with queries about accounts, payments and general game information, acting as a customer advocate. - Researched and responded to customer requests via phone, email and web tickets regarding payments and account management. - Reviewed Account Management forums and publish appropriate information to assist customers.
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Education
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Adelphi University
Bachelor of Science (B.S.), Mathematics and Computer Science
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