Jennifer Josue

Experience

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  Hansen Information Technologies

  Jan 1995 - Jan 1997

  Technical Trainer

  Instructed technical software courses to end-users and maintained supporting technical publications. • Conducted technical software training on internally maintained applications to internal and external customers. • Edited and maintained technical publications improving usability and reducing help desk calls. • Technical project resource to all departments.• Help Desk Support• Modifications to Sales improving client's product satisfaction• 90% travel nationally and internationally Show less

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  First Health Group Corp

  Jan 1997 - Jan 1999

  Technical Systems Trainer

  • Instructed technical software courses to end-users and maintained supporting technical publications. • Conducted technical software training on internally maintained applications to internal and external customers• Edited and maintained technical publications improving usability and reducing help desk calls• Technical project resource to all departments• Conducted internal applications testing.

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  Agilent Technologies

  Jan 2000 - Jan 2002

  • Managed, coordinated, and conducted beta software testing at customer sites• Managed all beta test site projects• Conceived and implemented concept for new level of quality assurance for worldwide use within the company, which resulted in the development of processes, policies, and templates. This led to the implementation of beta quality testing software, allowing software to be tested in actual customer environment before release to market• Managed multiple teams’ efforts for beta test projects; resulting in clear direction of teams’ roles and responsibilities, improving efficiency and timeliness• Researched and analyzed potential customer site system environments regarding their ability to successfully conduct beta testing• Created beta test site information packets distributed to customer sites; resulting in increased sales of products due to preliminary use and review of software by customers. This also allowed sales team further incentives for potential new customers• Created a more “real-world” test environment for quality assurance testing• Participated as a member of a quality improvement team that analyzed and resolved critical product defects• Developed, in conjunction with legal department, a Confidentiality Disclosure Agreement for beta test sites• Improved efficiency of processes decreasing project timelines• Quality assurance lead, for cross-functional teams formed to facilitate project goals and requirements• Responsible to develop and implement processes related to building out supporting documentation and streamlining departmental processes for efficiently and effectiveness in order to provide additional support at a lower cost. Show less • Developed and instructed technical software courses to end-users.• Conducted daily and weekly technical software training courses to approximately 200 internal and external customers• Mastered technical courses, which led to assistance of fellow trainers in becoming more proficient in instructing courses • Re-developed training course to make it more understandable to end-users• Maintained and updated course materials and technical publications• Technical resource for internal and external customers; resulting in assistance and support of internal project teams’ and external customers Show less

  • Quality Consultant

    Jan 2001 - Jan 2002

  • Associate Technical Trainer

    Jan 2000 - Jan 2001
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  Magellan Health

  Sept 2003 - Jan 2007

  • Responsibilities from previous role carried over into the supervisor role with the following additional responsibilities: o Supervise quality assurance team consisting of 3 and growing to 9 employees, both FTE and Contract. o Interviewe, hire, re-organize, train, performance plans, annual merit and bonus reviews, time off planning, and mentor QA employees. o Assign workloads to the QA team for weekly build schedule. o Assigne trouble tickets and projects to QA team. o Ensure all IT departmental process and protocols are adhered to. o Develop/Maintain QA team job descriptions. o Data analysis and prioritization to support test plans, evaluate areas for improvement, corrective action plans, compliance and regulatory needs• Project management for large scale projects• Implement automation tool for regression testing• Develop requirements, coordinate resources and implement internally developed tool for automated test plan and results tracking, including executive level reporting abilities• Project management for new workflows, large client implementations, and new products.• Develop and implement processes to mitigate security, privacy information and HIPAA breaches, including reporting and tracking of occurrences• Develop and implement interdepartmental processes to bring client acceptance testing (CAT) into the organization.• Product analysis to ensure enterprise, local install, and IT tool applications meet business needs and expectations.• Business analysis for new implementation of projects and products.• Technical documentation including but not limited to user guides, process workflows, requirements, and technical reference guides.• Develop processes for code validation. • Develop and implement change control processes for IT. Show less • Develop and implement software quality assurance team for testing internally built and off the shelf applications.• Manage and edit weekly release notes from development team.• Develop test cases and conduct testing for internally maintained applications.• Develop, document, and implement IT processes and protocols.• Define the need for a quality assurance team; which led to developing the team’s processes, protocols, templates, and technical publications. • Define the need for and located an automated quality assurance testing tool. • Develop templates and documentation used for IT departmental processes and protocols. • Develop user guides for applications developed and maintained internally as well as ‘Quick Tips’ guides on other applications used by the IT department. • Conduct and report results for client specific testing for EDI scenarios.• Conduct and report results for client specific testing on NIA applications.• Report system bugs, ‘issues’, and enhancements to development team. • Work with development team to resolve and test known system issues and verify systems meet customer business requirements. • Test web applications in the (4) most commonly used browsers. Show less

  • IT Software Quality Assurance Supervisor, Radiology and Oncology business units

    Jan 2006 - Jan 2007

  • Change Control Specialist & Quality Assurance Testing & Technical Documentation

    Sept 2003 - Jan 2006
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  Magellan Health

  Feb 2007 - Dec 2020

  • Responsible for the health of production environment spanning 324 applications, of which 134 are web applications and 174 applications involving Personal Health Information (PHI). • Leader partnering with business leaders spanning multiple lines of business responsible for event monitoring, application up/down monitoring, server health and performance monitoring, network availability and throughput monitoring.• Provide leadership support to internal and external users in response to critical incidents, including cyber security events. • Align IT services with the needs of business though collaboration with teams to build out CMDB, streamline workflows, train teams on corporate process related to incident, change, request, and problem. • Leader partnering with service owners spanning multiple lines of business to drive root cause analysis, incident resolution, problem management, and change management.• Retrospective reviews of incidents including any short /long term remediation and root cause.• Lead collaborative efforts crossing multiple teams spanning all divisions of the company in planning and testing efforts in a controlled and coordinated manner to prevent or limit disruption of service, with potential impact to internal and external resources.• Lead ITIL Service Management processes, improving business unit productivity and service levels.• Report KPI metrics in all ITSM areas including financial and access to care impacts, to CIO and leadership team. • Large-scale corporate communications.• Expert mentor for new telecommuting managers and their teams into successful workflows. Show less • IT service owner for UM development organization managing numerous teams of more than 50 full time and contract employees distributed across multiple time zones. • Plan and implement numerous teams’ reorganization as workforce transitioned from waterfall to agile workflows. Including reduction in force, team realignment and title changes. • Process efficiency expert who implemented new agile departmental process changes including training materials, that resulted in significant decrease in operational costs without reduction in quality. • Certification of SOX-compliant operational processes for +10 teams and responsible for corporate accreditations and certifications. • Lead numerous teams during internal and external audits.• Incident, resolution, and root cause analysis and reporting.• Departmental resource budgeting including financial reviews and project forecasting.• Transition IT teams from old support tools into new ones such as utilizing Wiki, Box, Workplace, work chat, Jira, ServiceNow, OKTA, implementation of automation tools, server enhancements, environmental build out /maintenance of development/staging/production, and many mobile applications to modernize the organization. • Coordination for disaster recovery (DR) efforts in IT and business units.• Lead division implementation of ServiceNow. • RFP responses. Show less • Develop and manage software quality assurance team of 17 full time and contract employees distributed across multiple time zones. • Long term back up for Sr. Director of Software Development and VP of IT, increasing personnel staff management to over 50. • Implement and manage Sarbanes Oxley (SOX) processes and guidelines for radiology and oncology divisions. Responsible for quarterly SOX process certification. Lead resource for internal and external audits.• Process efficiency expert who implemented departmental process changes and morale improvement reward programs that resulted in significant decrease in operational costs without reduction in quality.• Project management for new workflows, large client implementations, and new IT processes.• Develop and implement new SDLC for specialty health line of business. • Risk analysis, reporting and mitigation including breach reporting, tracking, and remediation, interdepartmental corrective action plans (CAPs) for clients and government agencies, postmortem analysis, lead compliance expectations related to clients, state, and federal regulations.• Budget planning and reporting. Show less • Project management for new workflows, large client implementations, and new IT processes• Implemented internally built tool for automated regression testing• Developed and implemented User Acceptance Testing (UAT) including interdepartmental processes and training• Developed change control processes for IT, UM applications• Types of testing QA conduct include: Black Box-Testing (against requirement); Code Review; Data Validation Testing; Regression Testing; Confirmation Testing; Dirty Testing (negative); System Integration Testing (such as EDI, if applicable); Branch Testing (algorithms); Compliance Testing; System Integration Testing; Client Acceptance Testing (CAT); User Acceptance Testing(UAT)• Breach reporting, tracking, and remediation• Reported and Implemented solutions related to Corrective Action Plans (CAPs) for clients and states with regard to UM application changes• Working manager and therefore am responsible for many tasks including but not limited to:o Develop Ad-hoc SQL reportso Conduct testing on new productso Audit testing completed by quality assurance staffo Types of testing QA conduct and therefore I was responsible for building processes and standards for teams to adhere to include: Black Box-Testing (against requirement); Code Review; Data Validation Testing; Regression Testing; Confirmation Testing; Dirty Testing (negative); System Integration Testing (such as EDI, if applicable); Branch Testing (algorithms); Compliance Testing; System Integration Testing; Client Acceptance Testing (CAT); User Acceptance Testing(UAT)o Workload assignment, prioritization and interdepartmental resource allocation Show less • As corporate initiative changed, I was responsible for developing and implementing a complete process redevelopment spanning all IT departments for Radiology and Oncology in order to streamline IT procedures and free up resource time including but not limited to:o Implementing new SDLC (software development life cycles)o Production rollout procedureso Separate environments supporting a unidirectional promotion flow of code changeso Data, access, web server and database server management for IT staging and training environmentso Managed corporate level interdepartmental project schedule maintenance and communicationso Implement improvements related to timely turn around in production environmento Technical presentations and demonstrations for internal and external customerso Implemented and maintain multiple test environments to meet business needso Led efforts to purchase automated testing tools to streamline IT efforts, currently being implemented• Risk analysis, reporting and mitigationo Develop and implement interdepartmental Corrective Action Plans (CAPs) for clients and government agencieso Postmortem analysis on large-scale projects as well as day-to-day production issues in order to implement “lessons learned” and improve IT processeso Responsible for maintaining regulatory, compliance expectations related to contractual obligations with clients as well as state and federal regulations Show less

  • Director Of IT, Production Operations

    Apr 2018 - Dec 2020

  • Sr. Manager Analysis and Programming

    Jan 2017 - Apr 2018

  • IT Software Quality Assurance Manager, Radiology and Oncology business units

    Feb 2007 - Jan 2017

  • IT Software Quality Assurance Manager, Radiology and Oncology business units CONTINUED

    Feb 2007 - Jan 2017

  • IT Software Quality Assurance Manager, Radiology and Oncology business units Continued

    Feb 2007 - Jan 2017
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  Molina Healthcare

  Jan 2021 - Jan 2023

  • Liaison support between IT and Business teams for Enterprise Medicare Unit.• Project management for efforts impacting Medicare Unit, between $200-$500K. • Compliance audits and monthly universe submission support and oversight.• Contract review and approvals for external vendor resource partners.• Develop and maintain Enterprise Medicare Unit IT SharePoint sites, available to all employees.• Lead knowledge sharing with IT and business teams. • Lead collaborations spanning multiple teams to streamline workflows for efficiency.• Develop and maintain ServiceNow reports and dashboards. Show less • Leadership throughout transition of staff, applications, data, and equipment throughout acquisition. • Develop and lead ‘White Glove Service” team responsible for assisting executive users and acquired teams with difficult and unusual technical challenges. • Develop, maintain, and distribute technical documentation and executive communications supporting acquired staff with transition processes. • Lead support to internal and external users in response to critical incidents, including cyber security events spanning multiple corporate environments. • Acquisition support building out ServiceNow CMDB data, relationships, dashboards, reports and processes.• Root cause analysis, incident resolution, problem management, change management and overall IT support between two fortune 500 companies throughout acquisition, ensuring minimal downtime.• Focus efforts to align IT services with the needs of business by being proficient in ITIL processes.• Prolonged access into multiple concurrent companies, ensuring compliance with each company’s different corporate trainings, adherence to their separate non-disclosure rules, applications, systems and associated processes, communication policies. • Mentor managers new to telecommuting into successful workflows. Show less

  • Senior Business Relationship Manager (BRM), Enterprise Medicare Unit, IT

    Oct 2021 - Jan 2023

  • Director Information Technology Services

    Jan 2021 - Oct 2021
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  Infosys

  Jan 2023 - now

  Senior Project Manager - US