Amy Knapp Email and Phone Number

Leads and supports the Governance, Risk, and Compliance (GRC) Tooling program, including the administration and design of the platform used by Atlassian to track all GRC activities, and houses our Atlassian Controls Framework (ACF) as outlined here: https://www.atlassian.com/trust/compliance/common-controls-framework

Leads the Go to Market (GTM) program with a focus on unblocking Atlassian customers who require broad compliance adherence from their third-party SaaS providers, allowing Atlassian to develop the necessary deep, specialized expertise and focus to not only support our enterprise customers but also to identify efficiencies within and across domains.Leads and supports the Governance, Risk, and Compliance (GRC) Tooling program, including the administration and design of the platform used by Atlassian to track all GRC activities, and houses our Atlassian Controls Framework (ACF) as outlined here: https://www.atlassian.com/trust/compliance/common-controls-frameworkAdditionally, I am a member of the Core Product Compliance (CPC) activities for both internal and external audit, advisory to several product and organizational teams on all Risk & Compliance (RAC) matters and support the functions and automation of the overarching RAC processes and internal support mechanisms.

Oversees SOC 2 for customer compliance management, specific product and organisational risk & compliance activities, and GRC Platform capabilities for continuous monitoring, reporting, and maturity.

- Responsible for the Information Security, Data Privacy, and IT Compliance of all O.C. Tanner products, internal systems, and employees.- Lead the Information Security, Data Privacy Officer, and IT Compliance teams in strategy, operational excellence, and development.- Represented the company on all information security and data privacy topics to clients, prospects, and independent auditors including regulatory and organizational requirements (SOC, ISO, NIST, HIPAA, GDPR, etc.)- Collaborated and guided technology and business leaders through security, privacy, and compliance needs while enabling the business.- Defined standards and practices and ensured adherence to required certifications and regulations.- Continuously reviewed current environments, and analysed and categorized risks.- Managed internal and external security and privacy audits, building trust and confidence with customers and partners.- Managed reputational risk that can arise from security and data protection mistakes.- Presented ongoing awareness and training to the organization based on changes to the security, privacy, and compliance landscape.

- Responsible for Information Security and Data Privacy of all O.C. Tanner products, internal systems, and employees.- Ensured compliance with data privacy laws.- Represented the company on all information security / data privacy topics.- Defined standards and practices, and ensured process and practices adhered to required certifications.- Managed internal and external audits.- Used data protection as a business enabler.- Addressed data privacy requirements early on in new technologies.- Managed reputational risk that can arise from data protection mistakes.

- Ensured compliance with data privacy laws- Used data protection as a business enabler- Addressed data privacy requirements early on in new technologies- Managed reputational risk that could arise from data protection mistakes.

- Lead the Service Desk, Corporate Admins, Enterprise Content Management, Salesforce, and Information Security teams.- Identified and implemented methods to ensure IT processes were effective, repeatable, and based on industry best practice.- Monitored and measured service performance against service level targets. Identified specific process improvements that could be made to resolve any shortfalls. Ensured mechanisms were in place for regular review of key customer service requirements.- Reduced customer reliance upon the Service Desk by analysing trends and repeated service issues and identifying specific process improvements that resolved the root cause.- Established and maintained effective communication with key users to ensure a continuing awareness of their business-related service needs.- Managed the production change process, root-cause analysis process, and specific IT process improvement projects.- Lead IT process improvement projects using established process improvement tools.

- Responsible for establishing service levels and ensuring that IT practices and processes support achieving these service levels.- Liaison for University departments to ensure proper communication during, and after, major outages are understood and confirmed to be resolved.- Worked closely with IT’s customers to define their service level requirements and with the IT group to determine ways in which to meet those requirements.- Monitored actual system performance and compared it to desired performance to identify areas for improvement.- Managed the production change process, root-cause analysis process, and specific IT process improvement projects.- Coordinated planned maintenance communications to the University, and its students.- Ensured Senior Management was well informed of area activities and significant problems.

- Established baselines for both internal and external support of employees and students while growing a small team of Help Desk representatives to better serve upwards of 25,000 customers.- Defined quality standards encompassing call handling techniques, best practice for ticketing tools and work flows, escalation paths, along with setting group KPIs and SLAs.- Introduced standard templates for all process documentation, created a central repository, and initiated a common practice for creation, editing, and retiring of operational processes.- Managed all IT desktop assets, hardware stock levels, re-ordering, and sourcing of new laptop, desktop, and peripheral standards.- Identified elements for a new Service Catalogue along with a new ticketing toolset chosen for the adoption of the base ITIL framework areas of Incident, Problem, Knowledge, Request, and Change Management.- Implementation member for this product, including the administration, application build, training, and production release to the IT group and WGU faculty.- Key member of the IT Leadership Team offering continual communication, support, and guidance between the other IT areas, while working to establish rapport and improved relationships across all University departments.

- Assessed, reviewed, and integrated all IT support processes and trained the Service Desk, Site Support and Infrastructure teams across three continents within the EMEA region on a single support toolset and aligned with ITIL Best Practice.- Owner for the overall quality of service provided for all services supported by the Service Desk and Site Support teams regionally and those with global exposure.- Single point of contact and Subject Matter Expert (SME) for the transition of new services, support documentation and requirements to undertake support for the IT teams.- Regional toolset expert for hp OpenView Service Desk, and primary contact for issues, enhancements or development globally.- Sole trainer for EMEA on global technologies and processes such as hp OpenView Service Desk, and newScale.

- Assessed, reviewed, and integrated all IT support processes and trained the Service Desk, Site Support and Infrastructure teams across three continents within the EMEA region on a single support toolset and aligned with ITIL Best Practice.- Owner for the overall quality of service provided for all services supported by the Service Desk and Site Support teams regionally and those with global exposure.- Single point of contact and Subject Matter Expert (SME) for the transition of new services, support documentation and requirements to undertake support for the IT teams.- Regional toolset expert for hp OpenView Service Desk, and primary contact for issues, enhancements or development globally.- Sole trainer for EMEA on global technologies and processes such as hp OpenView Service Desk, and newScale.

- Call management, escalation to external service providers, interaction with the IS&T technical teams, other Global Rio Tinto Business Units and Shared Services staff.- Assigned a number of accountabilities, which promoted global process improvement, and the overall global health of services offered by the GSC.- Further developed, enhanced and streamlined the global RioNET (Rio Tinto WAN), Anti-Virus (Symantec Suite), SOE, Security Response and Hyperion services.- Performed Team Leader activities such as running the daily and weekly Operations meetings, developing new Service Desk administration processes and roles, and training the new and existing Service Desk Officers.

- Implemented and solely supported the weekend IT support for all customers based locally, and throughout Western Australia.- Monitored and responded to all support requests via telephone, email, in person and also via our online support systems.- On-site software and hardware support, on a seven week “Fly In Fly Out” rotation undertaking twelve-hour shifts daily.- Maptek mining applications specialist and liaison for issues between the RTSBS IT Helpdesk and Maptek support.- Helpdesk shift supervisor assigning the daily support tasks, and running the team, primarily focusing on building and maintaining motivation to meet our agreed Service Level Agreements.

- Day to day dealing with customers receiving student and looking for work benefits (Youth Allowance, Austudy and New Start Allowance).- First contact resolution and information giving via telephone, interpreting legislation and policy in relation to benefit areas, updating and amending customer’s files and advising of payment details.- Acted as a referral service to social workers and other government agencies for help and support if required.

- Second in charge of a team of 10 staff providing first level technical support to a large customer base.- Troubleshooting Internet related problems for ADSL, ISDN and dialup modems, such as dropouts, operating system configuration and network problems. As well as this we handled software issues and general Internet and software queries.- Training and orientation of new recruits to the technical support area, and staff rosters.

- Key member of the corporate Internet troubleshooting and liaison team.- Domain registration, delegation and mail set-up, ISDN, gateway and permanent dial up support, as well as account management and other related support.- Staff management (hiring and training)- Weekly rostering for the support team