Sara Foutz-Harlor

Sara Foutz-Harlor, ITIL 4 Foundations, A-CSPO, CSPO, CSM

 

SUMMARY

IT Business Professional recognized for ability to break ground and impact in both arenas of project management and process improvement.  As an Organizational Change agent and problem-solver, I engineer processes, improve and lead implementations.  Enthusiastic about Data Analytics, I have Business Analyst, Agile Product Owner and Scrum Master experience with stakeholder management, user stories, use cases, business requirements, prioritization, project management documentation from initiation to closure (including focus groups, core team meetings, requirements elicitation, maintaining sites, charters, artifacts, milestones, reports, agendas, minutes, knowledge sharing/documentation and retrospectives) and AS IS to Future State processes.  I remain an optimist in the face of great adversity and disruption.  Naturally curious about how humans interact with business systems, I learn how to integrate continuous improvement.  With an entrepreneurial and Agile mindset, I am comfortable on front lines and in C-suites.  Versatile, fun, self-starter, public speaker, stakeholder manager and event facilitator.  Approved candidate for PMI-ACP, June 2020.

 

EXPERIENCE

2018-present        Carilion Clinic, Roanoke, VA

Technology Service Group Process Lead

 

• Provide leadership, guidance and support to the Continuous Improvement functions of Healthcare Information Technology, Solutions Delivery (Development) and Service Management Operations.
• Lead full end to end implementation of BI project, IT Scorecard Dashboard as Jr. BA/PM/Product Owner
• Lead projects/Kaizen Events to improve business processes across Value Chain (Finance, Supply, IT, etc.)
• Conduct Operational Continuous Service Improvement activities; prepare and present to leadership reporting, assessments and recommendations to drive transparency and accountability at all levels.
• Atlassian core project team member: API/impact analysis of existing data/reporting feeds; process improvement and process engineering for software workflow design; software implementation (SDLC), requirements gathering, user testing and reporting
• Working knowledge and understanding of ITIL and IT domains: Demand Management, Portfolio Management, Project Management, IT Service Operations Management and Financial Management.

 

 

2017-2018            Carilion Clinic, Roanoke, VA

Technology Service Group Metrics and Jr. Project Manager

 

• Started Key Performance Indicator Sub Committee, which grew into a full-time position of developing metrics and process improvement for IT Service Delivery and Agile Transformation.
• Agile Scrum Team member to CIO Dashboard, data validation lead, executive trainer for SAP / BI tools
• Reporting Analytics partner on CIO/ACIO report initiatives to drive IT Transformation, Service Operation
• Analytics Business Analyst cross-trainee on requirements elicitation, BA best practices, executive reports
• Presented (and authored) project status reports on a weekly basis to Executive Leadership and Business Stakeholders.

 

2015-2017            Carilion Clinic, Roanoke, VA

Technology Service Group Applications Analyst II

 

• 24/7 On-Call Coverage Team, IT Operations and Solutions Team, Urgently Served +1000 Providers
• Administrator to +20 software applications: EPIC (EMR), Nuance, 3M, Cactus, Sovera, Motionsoft
• Lead Service Delivery on Knowledge Management Processes in Sharepoint; Epic EMR Reporting, Project Documentation and Operations in various source systems and IT Knowledge Management DB
• Waterfall Project Leader/Implemented 3 stage software upgrade for 4 Wellness Clubs; partnered with Carilion Finance and vendors to improve processes, including migration to cloud and token authentication technology for recurring billing systems
• Improved Report Strategy to reduce waste in EPIC (EMR) Work Queues and Master File Data Exchanges

 

2013-2015            Carilion Clinic, Roanoke, VA

Technology Service Group Service Center Analyst I

 

• Certified HDI Analyst, IT Support to Medical and Administrative Offices.
• Healthcare IT Support to 8 hospitals, approximately 220 ambulatory sites, administrative staff and nearly 12K employees and over 600 active software applications.
• Application maintenance, troubleshooting, cross-training and development of knowledge management
• Approved for Work from home capabilities due to high performing stats and services provided

 

 

2011-2013            Member One Federal Credit Union, Roanoke, VA

E-Services Specialist / Project Lead

 

• Resident Expert in all things online banking:  Product Integration & Resolution, Partnered with Marketing and IT on projects, from back end build to end user interface/education/marketing communication.
• Implemented first online application form and process for account acquisition.
• Improved data management strategies to better secure account acquisition funding and availability
• Created a customized training/sales program across 11 branches, based on product, services markets
• Created corporate training program for 28K customers and 11 branches for Intuit Financial Services

 

 

2009-2011            Member One Federal Credit Union, Roanoke, VA

Member Services Representative (Retail)

 

• Sales and Account Acquisition: equity loans, personal loans, credit cards and share accounts.
• Advised members on financial portfolios: savings, certificates, investments, IRAs, and ancillary products and services.
• Solve financial problems with financial services, products and education.

 

 

2005-2009            Spinnaker’s Restaurant, Radford, VA

Front House and Banquet Services Manager

                                                               

Echo Star, Dish Network, Christiansburg, VA

Technical Support Agent

 

                                Westlake Partners, LLC and Floyd Enterprises, Hardy, VA

Property and Financial Manager, Bookkeeper, Tax Prep, Legal Liaison

 

                                US ARMY MWR, Department of Defense, Fort Drum, NY

Unit Funds Account Manager, Budget Technician

 

 

EDUCATION

 

• Bachelor of Science, Psychology, Lynchburg College, Lynchburg, VA                                         
• Cross-Cultural Psychology, Study Abroad, Emory & Henry College, Emory, VA                                    

 

PROFESSIONAL DEVELOPMENT

 

• Organizational Change Management, Cornell University, Leadership Program   
• Agile- Certified Scrum Master, Virginia Tech, Excella Training                    
• Agile- Certified Scrum Product Owner, Tech Exchange, Excella Training                 
• Lean Essentials, ASQ Training Online                                                                                
• Scrum Master Trainee, Carilion Clinic PMO Training/Coaching Program                     
• Six Sigma White Belt, Avetta Business Institute                                                               
• Project Management Professional Prep, Virginia Western Intensive Training            

 

 

CURRENT SOFTWARE TOOLS

 

• Atlassian/Jira; Visio; Microsoft Office Suite, Microsoft Teams
• Hewlett-Packard Service Management (HPSM) – Named resident expert by leadership
• Microsoft Power BI; SAP Lumira, SAP WebI
• Previously Used Project Tools: QuickBase, TrackIT, Wrike, SmartSheet, Sharepoint
• Previously supported and responsible for trouble-shooting over 600 software applications