Lead and collaborate on product delivery, strategy, and vision for the ASK Analytics Portal providing standard ITSM analytics to the enterprise. Reduce inaccuracies in reporting and redundant efforts in analytics development, enabling teams to focus on providing quality experiences to customers• Manage the design and integration of cloud-based applications, new features, and bug fixes that support business initiatives and services. • Collaborate with stakeholders, developers, QA analysts, and users, ensuring the best solutions are delivered. • lead cross-functional teams from product conception through launch and serve as a single point of contact• Customer centric mindset using data and research to identify opportunities • Own the product strategy and roadmap. • Manage team workflow and backlog using tools such as Rally and Aha! • Helped drive new and improve analytic capabilities to make accessing and sharing data simple • Manage service requests, incidents, problems, and changes, out of ServiceNow. • Facilitate operations reviews and roadshows promoting product capabilities • Lead product discovery • Increased customer satisfaction and user retention by 10% YoY

Collaborate with Product Owners, UX design, application architects and business stakeholders to deliver an enhanced customer experience. Own and define the strategy and vision for product development aligned to enhancements and bug fixes. • Manage the design and integration of systems, new products and projects that support business initiatives• Led 25+ user acceptance testing efforts which span across multiple enterprise projects introducing system enhancements, bug fixes and program changes Oversee the development of systems, integrate project plans, timelines, business and technical requirements• Collaborate with developers, QA analysts, project managers/scrum masters and business SMEs throughout Agile implementation sprints• Partner with cross functional business partners and diverse global teams including onshore and offshore employees, for proper approvals, requirements, implementation plans and communication• Translate business requirements/user stories into technical requirements and functional end-to-end design and test plans• Refine backlog based on business priorities and initiatives• Identify efficiencies and align processes to manage and mitigate issues which has resulted in a 70% increase in issue and risk processing• Led cross-functional project teams to deliver business approved system enhancements/bug fixes resulting in an enhanced customer and servicing experience• Drive planning, execution, delivery and status updates within the end to end testing of system enhancements and changes for enterprise projects that impact system design and functionality • Support multiple large scale complex projects that last more than a year with a budget of more than 1 million dollars • Lead a team of business system analysts supporting projects, role based security and the daily operation of applications• Oversee system issue intake and resolution process to drive bug fixes and prioritization of work driving resolution to over 7,000 reported issues

• Responsible for ongoing maintenance and documentation to resources, program guidelines and owner collateral • Led efforts for implementing BSEs ranging from issue identification, UAT and regression testing • Facilitated business partner trainings, internal and external, as well as owner facing education sessions• Provide business requirements, use cases and UAT for crucial IT implementations• Assisted with departmental budget and forecasting

• Managed projects related to process improvements and program enhancements• Updated and performed ongoing maintenance to resources for front line associates and owners • Facilitated live webinars, associate trainings, and owner facing education sessions• Assisted with the creation of trainings for our owners and business partners• Review business requirements and use cases for new IT implementations within programs and be available on a project basis for testing

• Lead efforts to identify performance trends and process improvements which led to business cost savings• Created and facilitated trainings to support performance and help contact center meet key metrics• Designed resources to support business performance and initiatives • Facilitated calibrations and one on ones with leadership to discuss team performance and support