Domain Specific Strategic Expert, ServiceNow, Customer Management and Business Operations• Define and direct product vision, roadmap, growth opportunities and priorities aligned to business needs within domain of work area• Understand functional domain, market, industry, customer and business to define and manage strategic direction• Prioritize domain area technical features and roadmap; current state to future state• Prioritize and direct development teams through development lifecycle• Work directly, and develop relationships, with the vendors, business owners, stakeholders, leaders, and governance• Develop and direct capability roadmap for domain area considering product life cycle, strategy, growth and value• Mitigate duplicative spending for like solutions, and rationalize non-standard solutions• Develop Total Cost of Ownership• Participate in Governance for cross-functional discussions setting processes and standards with assigned domain• Manage multiple projects, often through subordinate Program and Project Managers, on projects related to assigned domain • Engage in high priority incident resolution as oversight• Direct offshore teams through multiple contract or managed services providers for development and maintenance activities

Technology Business Office/Vendor Management Office, specializing in Managed Service Provider Contracts• Manage assigned program(s) to meet business objectives• Develop program goals and infrastructure to align with business strategy• Lead cross—functional teams and ensure resources are assigned to meet program goals• Develop analytic programs used to manage extended partner engagement with Managed Service Providers• Communicate and document program quality outcomes and progress metrics• Monthly Service Level Metric Analysis review with leadership and extended partners• Develop Managed Service Provider metric tracking, including process and documentation • Analyze vendor performance metrics • Work with other functions to ensure performance metrics are defined and measured properly within our ITSM (ServiceNow). • Analyze vendor financials and applies technical knowledge following established procedures. • Participate in vendor management design, contributing technical insights and ideas. • Help formulate vendor management analysis across performance, relationship, financial, contract and risk management processes.• Work with vendor manager and service delivery teams to support the management of vendors in relationship to service level performance, issues and risks, deliverables and obligations, contract analysis and changes, and all other dimensions of effectively managing a vendors performance and delivery of services, specific to Managed Service Providers in addition to other IT vendors. • Work with vendor managers and service delivery teams to understand the voice of the customer and to work towards effectively meeting customer needs from vendors. • Write basic documentation related to vendor performance, financial reporting, and other documentation required per vendor management responsibilities.

Responsible for Application support and leadership on multiple Critical Business, Clinical and Communications products• Work directly with and develop relationships with the vendors, business owners, leaders, and technical team to advance products and provide key solutions to business needs and define roadmap• Implement and support product life cycle in conjunction with end users, stakeholders and technical delivery team• Guide team of technical resources through software support, process improvement and workflow while maintaining customer satisfaction• Maintain deep understanding of customer needs and ensure work is aligned with expectations. • Facilitate frequent touch point meetings to maintain, own and drive backlog and current requests. • Review, track, manage and prioritize work and goals and training with team.• Understand and adhere to budget and master level agreements including tracking license and product improvement• Mitigate duplicative spending for like solutions

Outsourced to Computer Science Corporation and retained as resource for the Ascension account.June 2010 Re-acquired by Ascension Health from CSC to continue performing same job responsibilities. Responsible for Application support and leadership on multiple Critical Business, HR, Payroll, Finance, Revenue Cycle, Clinical and Communications products• Work directly and develop relationships with vendors, business owners, leaders, and technical team to advance products and provide key solutions to business needs and define roadmap• Implement and support product life cycle in conjunction with end users, stakeholders and technical delivery team• Guide team of technical resources through software support, process improvement and workflow while maintaining customer satisfaction• Maintain deep understanding of customer needs and ensure work is aligned with expectations. • Facilitate frequent touch point meetings to maintain, own and drive backlog and current requests. • Review, track, manage and prioritize work and goals and training with team.• Understand and adhere to budget and master level agreements including tracking license and product improvement• Mitigate and rationalize duplicative spending for like solutions

Outsourced to Computer Science Corporation and retained as Financial Analyst for the Ascension account maintaining budget, forecast and actuals for all application and infrastructure service lines under a managed service provider partnership model.

Administrative Assistant/HR Generalist