Responsible for a portfolio of 40+ Human Capital products and services including Software as a service (SaaS) solutions as well as internally and externally developed systems. The products are UK and globally implemented systems which were consumed by the HC community as well as external candidates. Working closely with third party vendors and internal stakeholders to deliver services which meet the needs of the business. My role included:• engagement at project level with project teams to input/challenge approaches• oversight of documentation as well as input into support model creations and handing over support to the support function• implementation of continual service improvement activities for all products and services• supporting successful transition of products and services into business as usual (BAU) operations• input and feedback into change, major incident and application repair functions• matrix management of third parties suppliers and vendors in order to improve service delivery• interacting with third party product providers to understand their plans and expected upgrade/changes• reacting to business requirement changes and where possible offering alternate solutions using system configuration to save incurring further development costs• design and delivery of a global support model incorporating internal and external support functions• involvement in UK implementation of two globally used SaaS solutions including the PwC learning management and recruitment platforms

Responsible for the management of the PwC instance of PeopleSoft performance management solution. My role included regularly meeting with key stakeholders to understand the business needs and identify gaps between business need and the service that was delivered. I maintained a change/issue log to give the business visibility of requested changes and for use as a basis for future product releases and shared this via regular meetings. I worked with the business and IT helpdesk to identify common issues and implement a service improvement plan to prioritise and address the issues. In order to do this I worked closely with our third party overseas developers to ensure that the requirements were tested and implemented. Ensured a smooth transition of maintenance releases aimed at modifying the system or processes and provided regular updates to the business users.

Supporting and administering the firm’s UK Learning Management System and also the bespoke global e-learning service used by all of PwC’s employees worldwide. Key aspects and achievements of my role included:• pro-actively designing and implementing a reporting system which was used to effectively measure and understand the volumes and types of support requests that were being received• designed and project managed the implementation of an online knowledge base which could be used by staff and IT departments globally. This drastically reduced the number of support calls being raised by the business and allowed the outstanding issues to be actioned more efficiently, it also helped to save money for our clients and reduce headcount within the team. • identifying common issues and standardising resolutions which could be applied quickly and efficiently

Supporting and administering the bespoke systems used by the PwC HC shared service centre. My role included liaising with business representatives to define the key performance indicators of the services. I also established myself as the reporting function for the service centre and created a stewardship report allowing the business to identify trends and volumes. In order to achieve this I worked with tools such as SQL Server and Open Database Connectivity to obtain and manipulate key data and store it in a database, from there I use a variety of tools such as Access or Crystal to interrogate and distribute the data as management information. I also provided technical support to some of the bespoke systems used by the shared service centre as well as training and supervising of other members of the team giving me the opportunity to delegate some of the tasks that I was responsible for.

Design and maintain databases to be used to MI reporting used by senior management to Elon improve call centre performance.