Ashlie C. Email & Phone Number

Atlanta, Ga, Us

• Serves as primary point of contact for franchisees, vendors, field agents and internal stakeholders as system and application related issues occur• Analyzes, gathers and document business requirements in Jira• Authors user stories and acceptance criteria to achieve buy-in from stakeholders and reviews user stories with development teams to ensure the team understand the desired outcomes and ensures alignment of planned implementation with expectations of Product Management• Coordinate & lead Scrum Team in Backlog Refinement session to prioritize and ensure that the team is working on stories that maximize business value and deliver necessary fixes and functionality to franchisees and customers

• Scheduled and facilitated stakeholder meetings to define and manage software implementation scope & solutions to align with business, user, and industry needs. • Led the implementation of a new internal service portal to enhance Regional Product Managers experience with Sales and Marketing of Portfolio Grids • Assisted in the development of business strategies for the healthcare consumer experience and provided analytical support for various initiatives • Collected and analyzed performance data in order to identify new opportunities. • Validated all functions perform according to relevant specifications • Collaborated with senior management and multiple business department to identify requirements needed to implement new projects and evaluated system changes for downstream system and/or organizational impacts. • Provided exceptional customer service to end users while providing training materials and developing user manual, videos, and other documents to enable successful implementations and client turnover.

London, Gb

• Analyzed, gathered, and documented technical & business requirements in Jira & Azure DevOps. • Produced use cases/user stories, workflow diagrams, technical requirements, test scripts, and data maps and communicated analytical deliverables after requirements gathering sessions. • Partnered with the Product Owner to communicate product backlog in Jira & Azure DevOps for use after the upgrade completes & ensure alignment with the overall product roadmap. • Fully operationalized process implementation for multiple projects by collaborating with client stakeholders to eliminate redundant systems/processes, automate manual processes, develop SOPs, and strategize change management activities to ensure adoption • Assisted in the development, customization, and implementation of applications in ServiceNow primarily in CMDB, Incident Management, Knowledge Management, Request Management and Service Catalog and Service Portal, Problem Management, Change Management, Asset Management, and Service Catalog. • Authored and developed user stories, use cases and acceptance criteria to achieve buy-in from stakeholders.

• Liaised between ServiceNow Application users, Functional teams, and IT to assist in eliciting, gathering, prioritizing, developing, and documenting complex business requirements & reporting/data requirements to update system modifications, application development, enhancements, and implementations to ensure operational performance that meets business needs.• Collaborate with Quality Assurance (QA) and development team to develop repeatable test strategies/testing plan based on acceptance criteria to enable successful sprint execution.• Produces use cases/user stories, workflow diagrams, technical requirements, test scripts, and data maps.• Supported IT Infrastructure Library (ITIL) process including Request, Incident Management, Problem Management, Change Management, CMDB, Asset, Service Catalog, Knowledge, and other ServiceNow modules.• Assisted developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while mitigating risk• Analyzed, assessed, researched, and interpreted complex business issues and conducted user acceptance testing (UAT) to ensure solutions to fix problems.• Completed ongoing training to analyze & stay abreast industry technical standards, industry trends, and best practices to ensure processes are efficient, scalable, and repeatable.

London, Gb

• Proactively interacted with customers daily via phone, email, and chat to ensure customer satisfaction and understanding & to ensure they are successful with ITSM and IT Asset Management software.• Maintained a personal portfolio of over 140 high - revenue, long term customer accounts and managed a rotating portfolio of new clients to ensure a successful Implementation and application of software.• Owned each customer experience across the entire customer lifecycle from onboarding, driving adoption, continuous engagement, renewal, and expansion.• Managed the planning and implementation of event logistics including web conferences, client entertainment events, conference sponsorships, networking retreats and team retreats.

Chicago, Illinois, Us

• Gathered, designed, and managed requirements and materials for Sales reports to analyze and interpret market research, product trends and performance relative to internal expectations of Sales force/product execution against internal plans.• Designed and developed workflow diagrams, user stories, use cases, test scripts and data maps to define user and system interactions.• Fully operationalized process implementation for 40+ projects by collaborating with client stakeholders to eliminate redundant systems/processes, automate manual processes, develop SOPs, and strategize change management activities to ensure adoption.• Boosted department productivity by conducting SLA reports on metrics by tracking and enhancing various KPIs to identify operational deficiencies and collaborates with senior managers and external teams across the enterprise on specialized projects, milestones, and goal developments.• Relied upon for establishing long-lasting relationships with company stakeholders to own and gather requirements and discuss expectations and goals for projects.• Designed and implemented several innovative job aid programs and QRGs to help tenured and new agents.• Provided data analysis via product mapping and client interviews

Provide end user support on user-accounts, administer user rights, and memberships using Active Directory to troubleshoot and reset passwords using ServiceNow Ticketing System.• Provide daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance.• Collaborate with external support to ensure 100% problem resolution.• Manage multiple networking protocols, installed routers, and configured IP addresses.• Resolve technical problems with LAN, WAN, and other systems.