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Robert Wickman


Lead ScrumMaster, Heartland Payment Systems

Location: Plano, TX



Certified Scrum Professional
Certified ScrumMaster



Robert (Rob) Wickman has over twenty years’ experience in the software development field as a Senior Business Analyst, Product Owner, Project Manager, Scrum Master and Scrum Coach on custom and package software applications and data warehouse projects. Involved in all phases of software development life cycle, on projects utilizing either waterfall or agile methodologies. Worked with different organizations, including Risk Management, Global Resource Leveraging, Business Intelligence and Relationship Intelligence and at all levels from C-suite to intern locally, remotely and internationally to develop IT solutions for business problems. Solid skills and a proven track record of servant leadership and coaching enabling the growth of team members in Lean and Agile methodologies and cultivating a Kaizen culture. Rob has established good business relationships with project stakeholders, enabling multi-level coordination between Portfolio, Program and Team levels, fostering communication and leadership in software applications development, implementation and support. Soft skills include negotiation, facilitation, mentoring, problem solving, team building, strong organizational and analytical skills, ability to multi-task, detail orientation, ability to work independently as well as part of a team, and excellent communication. Rob has acted as Product Owner for two projects where he worked with key stake holders to develop user stories including acceptance criteria, owned, groomed and prioritized the product backlog, and assisted scrum teams with iteration planning to maximize the value of the work items included in each iteration. This experience has helped him better understand how to write effective user stories including defining appropriate acceptance criteria, breaking work down into manageable increments, mapping user stories together to enable tracking of complete features and estimating story complexity using Fibonacci points. He learned the importance of regularly scheduled story grooming sessions with the team to ensure the stories met the team’s established definition of ready. Backlog prioritization with the key stakeholders ensured that the highest valued work was identified and groomed prior to sprint planning and next level stories were scheduled for elaboration and grooming. Rob has acted as Scrum Master for from two to five concurrent development teams for over four years where he facilitated daily standups, sprint planning, demos and retrospective meetings for both local and remote resources. He acted as servant leader to remove impediments, support the teams and build a culture based on teamwork and continuous improvement. This experience has helped hone his facilitation and team building skills, coaching others on Agile methodologies and understanding how to use Velocity and Burndown charts to track team progress and capacity to help the team deliver more consistently. As Lead Scrum Master, Rob provides formal training on Heartland’s Scaled-Agile Methodology (Aspire). He coaches other Scrum Masters, Portfolio Managers, Program Managers and Developers on Lean and Agile methodologies at scale. He removes impediments for release trains and fosters improved collaboration and synchronization between the nine release trains at Heartland. He is an active participant in the Scrum Community of Practice within Heartland as well as at multiple Lean and Agile Meetups within the DFW area. He is the Product Owner for the Aspire Guiding Coalition at Heartland which utilizes the Aspire methodology to assess and refine the Aspire methodology. He is currently acting Scrum Master for five Scrum teams on two different Agile Release Trains. This experience has helped improve his change management, negotiation and organizational skills to help Heartland transition from Agile to Agile at Scale.

Work experience

Heartland Payment Systems, Lead Scrum Master
November 2012 - Present, Plano, Texas, United States
Lead Scrum Master for Heartland Payment Systems. Servant leader for Aspire (Heartland's Scaled Agile) Release Trains, encouraging, supporting and enabling the growth of each team member on each train. Train and mentor resources on Aspire framework to reinforce a culture of Lean thinking, Kaizen and MVP. Acting Product Owner for Aspire Guiding Coalition to continue to review and refine Heartland's Scaled Agile Framework to ensure Heartland continues to stay current with best practices and evolving methodologies. Acting Scrum Master for three teams on Data Solutions ART and two teams on the Gateway Solutions ART. Coached and directed Business Intelligence projects for up to three concurrent teams utilizing both Agile Scrum and Kanban methodologies. Supported and enabled the team to deliver consistently high value and high quality reports utilized by Corporate and Merchant users. Removed impediments and coordinated work between Business Intelligence and other teams within Heartland. Managed Operational support for ad hoc reporting needs and issue resolution.

KPMG LLP, Senior Business Analyst
September 2004 - October 2012, Dallas, TX, United States
Partner with Business Owners to set product development direction, gather detailed business requirements. Develop user stories, product backlogs, sprint burn down charts, use cases and other release artifacts, coordinate testing and rollout of the following applications: eDashboard (Release 1.0) – Interactive and configurable dashboard application developed for Audit engagement managers to track the progress of client audits. Developed utilizing Agile methodologies. WISDOM (Releases 1.0, 1.01, 1.02, 1.03, 1.04, 1.05, 1.06, 2.1, 2.2 and 3.0) – Application used by GDC resources in India to track and assign Audit and Advisory work submitted to the GDC. Developed utilizing waterfall methodologies. InterAction Reporting (Release 1.0) - Reporting application developed for KPMG executive and senior management to track client needs opportunities. Developed utilizing Agile methodologies. Sentinel GCM (Releases 1.0, 1.01, 1.02, 2.0, 2.01 and 3.0) - Global Risk Management application used to determine conflicts and approvals necessary for engagement teams to pursue engagements. Developed utilizing waterfall methodologies. Additional Responsibilities include: Create training curriculum for Business Analysis Centre of Excellence within KPMG to identify cost-efficient courses and materials for BACoE members to continue to expand their knowledge and skills. Mentor new Business Analysts both locally and remotely on requirements gathering methodologies, relationship building, software development processes and tools, and KPMG culture. Create use case templates, use case diagrams and sample artifacts for custom software development for ADLC process group. Develop a set of high level strategic business requirements for areas where ITS can partner with GRL. Work with BRM to partner with the GRL in order to gain an end to end strategic understanding of their business processes and develop a road map for solving their business problems.

Aurum Technology (formerly EDS Community Banking Division), Product Manager/Project Coordinator/Senior Business Analyst
June 2000 - July 2004, Plano, TX, United States
Set product development direction, coordinate testing and rollout of Client/Server banking software applications. Responsibilities include: Set product development direction and schedule. Coordinate resource scheduling and utilization for a 7 person development team. Determine process flow for conversion of clients to new software applications. Develop client conversion and training schedule. Analyze client hardware and network configurations. Document and track client requests for software enhancements. Work with clients and Software Engineers to research enhancement requests to determine optimal solutions. Create release documentation, training guides and on-line help. Create and execute test plans and test cases for application regression and integration testing. Test applications in a variety of configurations and operating systems. Document and track to resolution errors encountered in software testing. Deliver end user training and product implementation support at client site. Assess and analyze product development risk. Developed processes and procedures to manage the joint product development activities between the Client/Server and Mainframe development teams. Coordinated the execution of these procedures for development of multiple releases of the BMIS banking software product.

Electronic Data Systems (EDS), Advanced Business Analyst
September 1996 - June 2000, Plano, TX, United States
Advanced Business Analyst GLOBUS Banking System Implementation: Banco Santander, Miami, FL. Responsibilities included: Designed, implemented and coordinated Year 2000 test plan and test cases for the GLOBUS banking system. Revised, tested and implemented GLOBUS Disaster Recovery Plan for Banco Santander. Provided night batch processing on-call technical support. Trained bank employees on batch cycle operations and problem resolution, installation of GLOBUS upgrades and software patches, general GLOBUS navigation and Money Market and Data Capture module functionality. Converted Treasury Operations money market contracts from Data Pro system to the GLOBUS banking system. Assisted in the conversion of Securities module onto the GLOBUS banking system for Banco Santander Trust, Nassau. Led the implementation of the GLOBUS banking system for six subsidiary agencies of Banco Santander into a multi-company database. Created training materials for batch cycle processing, and Money Market and Data Capture modules. Installed GLOBUS upgrades and software patches. Customer Relationship Management (CRM) System Tandem Platform Releases 2.3B - 2.5.0: Directed team of six on Transaction Based Testing of CRM functions. Mentored team members on testing methodology, use of new testing tool and documentation of test results. Assisted in the development and beta-testing of the GT3 32 bit GUI automated testing tool. Certified multiple application functions using the automated testing tool on Tandem 6530 and 3270 screens for Integration and Systems tests. Developed business and technical design documents to ensure customization of application software for Alliance and Leicester, Manchester, U.K. Assisted in screen design and taskflow analysis for Sellstation, a Graphical User Interface.


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