• Successfully managed the implementation of a digital service desk support chatbot which is currently accessible to over 80,000 users and integrates with our Active Directory and ServiceNow instance.• Responsible for managing the AI vendor relationship. Responsibilities include leading routine product development meetings with the vendor leadership team and Mass General Brigham leaders.• Continued responsibility for supporting day to day activities associated with the chatbot and a strong focus on optimization and improving end user experience.• Currently developing a new governance framework and implementation strategy to facilitate the expansion of new generative AI capabilities throughout our organization.• Successfully managed the development and implementation an IVR solution to support various service desk workflows and deflect calls from live agents.• Accountable for demonstrating chatbot ROI to leadership through various metrics dashboards and established KPI’s.• Identified ServiceNow platform stakeholder with governance responsibilities (Demand, Steering, Process, Technical council memberships).• Collaborate with internal and external ServiceNow technical resources to scope, build, and implement new ServiceNow features to improve ITIL processes.• Strong focus on initiatives to improve the efficiency and performance of the digital service desk. Tasks include the development and successful implementation of a ServiceNow service portal and leadership dashboards to track real time performance of the service desk.• Designed and implemented a comprehensive support model for command center operations during Workday go-live, ensuring seamless issue resolution and operational efficiency.• Oversaw the development and configuration of Workday support processes in ServiceNow, including assignment group setups and paging protocols to streamline incident management.

• Directed a team of application coordinators who are responsible for all activities related to the support of EpicCare Ambulatory application suite for all Partners hospitals.• Managed strong relationships with ambulatory hospital leaders and act as point of contact for all issue escalations• Successfully implemented various process improvement tasks associated with the support of Physician Gateway (External Provider Portal) to strengthen enrollment and support response time.• Responsible for maintaining relationships with the site-based support (Clinical Business Analysts/Managers) through direct and open communication to maintain a strong level of trust.• Strong focus on internal and external cross-training to ensure a solid knowledge base across the entire team.• Actively mentored and motivated team members to success and give recognition for results. • Exhibited sound and accurate decision-making abilities and serve as an expert resource for problem solving. • Managed several ServiceNow support initiatives under the direction of leadership to improve efficiency around issue management (e.g., Tagging, Location Based Routing, Cause Code consolidation)• Responsible for standard management activities including staff development, weekly time reporting and yearly performance evaluations.