♦ Develop service technology strategy for Smart Compliance Solutions business unit.♦ Act as business relationship manager to IT for enterprise service applications including CRM, telephony, analytics, and support portal, ♦ Manage relationship of shared service and General Managers in the business.♦ Manage implementation specialists across CRM, telephony, voice analytics, client support portal♦ Distribute resources across systems and processes for implementations and business-as-usual support. ♦ Manage business side of implementation for Genesys Cloud including voice calls, IVR, chat, and chatbots.♦ Manage implementation of Qualtrics voice analytics.♦ Work closely with IT Project Management to balance resource assignment and to identify and mitigate risks. ♦ Manage project and production support escalations. ♦ Implement and champion change to systems and process and encourage change in a spirit of continuous improvement.♦ Analyze capacity of implementation specialists.

• Manage geographically-dispersed team of Business Analysts in Beaverton, OR; Atlanta, GA; Richmond, BC; Newcastle, United Kingdom.• Act as IT relationship manager to stakeholders in the business for Support and Service, Finance, and HR/Payroll functional areas.• Manage business analysis for team implementing vision of a transition from perpetual to subscription software licensing.• Coach business analysts.• Distribute resources across systems and processes for Customer Portal, Partner Portal, Knowledgebase, Online Communities, Subscription Sales, Web Stores, Finance, Procure-to-Pay, Customer Service and Support, Telecommunications, Human Capital Management, and Payroll. • Work closely with Project Management to balance resource assignment and to identify and mitigate risks. • Manage project and production support escalations. • Manage adherence to change control, defect management, and operational release processes.• Work with business stakeholders and Director of PMO and Business Analysis to prioritize development initiatives.• Assess performance and recommend merit for employees within constraints of company performance management process.• Prioritize work of employees.• Implement and champion change to process and encourage change in a spirit of continuous improvement.• Analyze capacity of BA resources.

• Manage IT development and support for SAP Customer Portal, Partner Portal, Aptean Knowledge Management, and Telligent Community Platform.• Work with business stakeholders to identify, rank, and manage enhancement requests through change management process and implementation.• Manage release of new functionality from functional design, functional validation, internal and external training, and socialization of the functionality with the business and external users.• Manage issue escalations from business.• Manage defects and work with stakeholders to prioritize defects.• Develop content in HTML.

• Develop business processes for Customer Portal, Partner Portal, and Knowledgebase for enterprise implementation of SAP across North America.• Complete Enterprise SAP implementation over five rollouts and eight business units • Manage business rules for development of gated customer portal that integrates SAP CRM support request processes, customer installed base, profile management, user management, SAP Knowledge Management, and user forums and communities. . • Scope user management, security, and access rules for company employees, partners, and customers• Develop test plans and cases in HP Quality Center.• Execute test plans and cases.• Manage defects and work with stakeholders to prioritize defects.• Develop content in HTML.

• Manage development of new Web site to support customers and business partners, including integration with existing Knowledgebase and CRM systems.• Develop functional specifications.• Partner with IS project managers to meet content requirements in a timely manner.• Work with support and partner site directors, support managers, knowledgebase owners, and partner services groups to define and implement processes and policies for support and partner Web sites.• Work with support and partner site directors, support managers, knowledgebase owners, and partner services groups, and other lines of business to implement Electronic Marketing vision.• Publish content using Visual SourceSafe, FTP, and Remote Desktop Connection.• Manage usability testing and implement recommendations resulting from usability testing.