System Testing • Business Systems Analysis • SME • Workflow Design

System Quality Assurance Analyst

Possible Interruption & Shutoff Notice Workflow

Served as the process SME supporting the design, development, testing and validation of a new work-queue solution for possible interruption and shutoff notices received from utilities when payment had not been received or recognized. The initiative transitioned work from manually managed Windows File Explorer folders into a centralized workflow with open-item tracking, payment research, structured resolutions, follow-up and closure.

Azure DevOpsAtlassianUser StoriesPre-Production TestingWorkflow DesignSME

Business Challenge

Move critical notice work out of Windows File Explorer folders.

Possible interruption and shutoff notices required timely investigation. The existing Windows File Explorer folder-based process made it harder to consistently track new notices, open work, follow-up activity, payment status, resolution actions and completed items.

My Role as SME

Translate the real operational process into system behavior.

Helped define operational and workflow requirements.
Developed realistic testing scenarios in pre-production.
Identified missing requirements and dependencies during testing.
Documented defects, enhancements and expected outcomes.
Retested changes and validated end-to-end behavior.
Provided UI/UX feedback to make the workflow intuitive and self-explanatory.

Process Transformation

From Windows File Explorer folders to a centralized work queue

Before

File
Folders

→

Manual
Tracking

→

Limited
Visibility

New Workflow

Notice
Received

→

Open
Queue Item

→

Payment
Research

→

Resolution /
Follow-Up

Work Queue Design

Open work, follow-up and multiple resolution paths

A mailed notice scanned into the system needed to land in the working queue as an open item. The evolving requirements also needed to support email notices. The queue had to keep unresolved items visible and support structured resolution selections that reflected real payment scenarios.

Paid With Following BillDocument when the balance was handled with the next bill.

Waiting for Check to ClearKeep the item open while payment clears the bank.

Check MailedCapture the applicable mailed date and follow-up.

Further InvestigationRetain open status when additional action is required.

Financial & Payment Validation

Connect the notice to the bill and payment method

Notice

→

Bill in Question

→

Payment Method & Status

→

Resolution Selection

→

Follow-Up / Close

Users needed enough financial context to determine whether a bill had been paid, how payment was issued, whether a check was mailed or still clearing, and what operational action should happen next.

Testing & Validation

Realistic scenarios in the pre-production environment

Business Scenario

→

Test Scenario

→

Pre-Production

→

Defect / Dependency

→

Retest & Validate

Scenario	Expected Outcome	Validation Focus
Notice scanned	Creates/routes an open queue item	Intake and routing
Payment pending	Item remains open for follow-up	Status behavior
Check mailed	Resolution captures mailed-date context	Resolution options
Development change	Corrected behavior survives retest	Defect validation

Dependency Discovery

Testing helped refine the solution.

As scenarios were executed, additional dependencies between notice processing, billing information, payment information, queue status, resolution and follow-up were identified. Those findings were fed back into requirements and development stories rather than treated as testing-only issues.

User Experience

Make the workflow intuitive and self-explanatory.

Provided SME feedback on visual presentation, screen organization, field placement, terminology, workflow actions and resolution selections to reduce confusion and guide operational users through the correct process.

Agile Story Development

Business knowledge connected to development and QA

Worked in Azure DevOps and Atlassian to support story development, clarify business scenarios and acceptance criteria, identify dependencies, document testing outcomes and defects, provide enhancement feedback, and validate completed development.

Centralized Work QueueMoved notice handling away from manual Windows File Explorer folder-based work management.

Improved VisibilityMade open work, follow-up and resolution status easier to track.

Payment ValidationConnected operational investigation with financial/payment information.

Reduced Release RiskIdentified defects and dependencies before production implementation.

Tools & Capabilities

System QA • Business Systems Analysis • SME Leadership

Azure DevOps • Atlassian • User Stories • Acceptance Criteria • Pre-Production Testing • Functional Testing • Regression Testing • Defect Validation • Requirements Analysis • Workflow Design • Dependency Analysis • Payment Investigation • UI/UX Feedback

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