Ann Marie Jones Email & Phone Number

• Served as client lead for 5 high-profile clients and performed software configuration modifications as needed. Triaged with internal and external teams to troubleshoot and update customers on respective issues from.
• Developed and maintained professional and productive relationships with designated clients using SAP and Ariba platforms, confirming elevated service levels were met.
• Managed system outages and engaged necessary partner teams, reconciling issues within 60-minute target timeframe.
• Organized system upgrades and quarterly server patching, including end-to-end testing and all client communication, maintaining security compliance.
• Analyzed and rectified production issues for clients with varying levels of customizations in diverse environments resulting in fewer unplanned outages.
• Chosen as team liaison for implementation and roll-out of ServiceNow ticketing system, ensuring all team members were proficient in the new system.

• Delivered Ariba software help desk support for end-users and client technical team. Solved Level 1 and Level 2 functional software and system-related issues.
• Promoted from Ariba Level 1 help desk support to Ariba Level 2 support, resolving issues via phone, email, and ticketing systems.
• Documented procedures for repetitive and one-off issues, ensuring reduced response times.
• Provided complete user and internal team support as functional specialist of Ariba Procurement, Expense Report, and Contract Workspace, including catalog and supplier management support, resulting in complete.
• Led team in change management processes, customer-driven and internal, completing all changes accurately within the allotted window.
• Functioned as a liaison between client teams and internal teams, providing a cohesive customer-first experience.

Master Of Education (M.Ed.), Higher Education/Higher Education Administration

Bachelor Of Arts (B.A.), Journalism

Activities and Societies: Student Government, Campus Newspaper, Student Ambassador