David Burns
IT Process Manager @ Bank of America | Process Improvement, Automation
- Role
- IT Process Manager at Bank of America
- Location
- Richmond, VA, US
- LinkedIn followers
- 500 followers
About David Burns
As a Sr. Process Manager, I collaborate with various partners on projects and partnership initiatives to influence change and provide insights for process improvements. I have nearly 10 years of experience managing, developing, and coaching teams in a dynamic and heavily regulated financial environment. I am passionate about creating value through innovation and optimization of business processes using data and analytics.As processes are updated, automated, and redesigned, the new data created can provide a wealth of information at the tactical level. Continual process improvement and enhancing dashboards are key to continued success. I bring experience in creating new processes, measuring success, and overcoming obstacles. I have a Master of Business Administration degree, and I possess strong analytical, strategic, and market research skills. I have created and managed formal process documents, data collection processes, and performance metrics while mitigating risk. Additionally, I have analyzed data to support recommendations and influence change to enhance customer and agent experiences. I am an effective communicator and a valuable team player who can facilitate and empower data-driven decision making.
Experience
IT Process Manager
Dec 2024 — Present · VA, US
The Global Technology Service Management team is charged with designing, implementing, and managing the next generation ServiceNow platform. Current policies and processes are audited, evaluated, and redesigned with adherence to ITIL methodologies. Gathering data to create a baseline automation score for activities within a process. Working with various Process Owners, Process Delegates, Senior Leadership, and key stakeholders to fully understand processes, address inefficiencies, mitigate risk, and improve automation. Artificial Intelligence (CoPilot) super user with experience creating actionable reports, timelines to completion, and developing insights with the help of AI. Produce new and effective documentation to address mandated requirements from previous regulation reviews of processes by working closely with various business units, consultants, product managers, and process architects. Create new processes and enhance existing workflows in the ServiceNow platform in accordance with the program strategy by enforcing platform & development standards while adhereing to a strict timeline. Improve, update, and automate reporting dashboards associated with workorder submissions which will identify areas of opportunity for additional process improvements and decrease turnaround times. Demonstrated ability to interpret business and technical needs and translate them into actionable user stories for software engineering teams. Responsible for ensuring the appropriate controls, activities, and metrics are in place to facilitate the timely delivery of stable and resilient technology services.
Education
Virginia Commonwealth University
Master of Business Administration - MBA
2009 — 2011
Virginia Commonwealth University
Master of Business Administration (MBA), Global Business
2009 — 2011
James Madison University
BBA, International Business - Marketing Concentration, Spanish Minor
2001 — 2006
James Madison University
Bachelor of Business Administration - BBA, International Business
2001 — 2006
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