Pinnacle Health Informatics

• Utilize both human-centered design and business process improvement methodologies to identify bottlenecks, pain points, service gaps, inefficiencies, and root causes across public-facing and internal government processes. • Lead current-state and future-state process mapping efforts for programs, services, and operational workflows, including handoffs, approvals, decision points, dependencies, and failure points. • Conduct stakeholder interviews, workshops, journey mapping, service blueprinting, and user research to understand how policies, processes, systems, and organizational structures affect the people who use and deliver services. • Develop practical recommendations that improve accessibility, efficiency, transparency, customer experience, and service outcomes while aligning with agency mission, compliance obligations, and policy requirements. • Facilitate cross-functional collaboration among program, operations, policy, IT, digital, and leadership teams to move improvements from discovery through implementation. • Define success metrics and support agencies in measuring, sustaining, and continuously improving redesigned services and operational processes. • Lead or support organizational change initiatives associated with service redesign, process improvement, and transformation efforts, including stakeholder engagement, communications, training support, and adoption planning.

• Conduct stakeholder meetings to document business requirements, analysis, and capture functional and non-functional requirements. • Work closely with scrum team to refine business requirements into functional and non-functional requirements. • Create process diagrams (e.g., Visio) to represent workflows and system interactions. • Write clear, traceable, and testable requirements in user story format. • Collaborate with business stakeholders, analysts, and product teams to understand and document reporting requirements. • Define reporting scope, objectives, data sources, and success criteria in alignment with project goals.

• Partner with business owners, end users, and technical teams to understand how they work today and what they need tomorrow. • Gather, document, and refine business and technical requirements for government supply chain software solutions. • Turn ideas and requirements into clear user stories, workflows, and acceptance criteria. • Analyze current processes, identify gaps or bottlenecks, and recommend practical improvements or automation. • Work closely with developers, testers, and product owners throughout the Agile lifecycle (backlog, sprints, demos, UAT). • Help create and maintain easy-to-follow documentation, diagrams, and user guides.