Lead efforts to understand customer needs, preferences, and pain points, and then using that insight to drive innovation within the organization.Responsibilities:Customer Research and Insights: Conducting research, surveys, and interviews to gather insights into customer behavior, preferences, and unmet needs.Strategy Development: Developing strategies to prioritize customer needs and align innovation efforts with business goals.Cross-Functional Collaboration: Collaborating with teams across the organization, including product development, marketing, sales, and customer service, to ensure a customer-centric approach is integrated into all functions.Innovation Pipeline Management: Managing the innovation pipeline, from idea generation to implementation, ensuring that all initiatives are aligned with customer needs and business objectives.Prototyping and Testing: Overseeing the development of Beta products and conducting tests with real customers to validate ideas and gather feedback for iteration.Technology Evaluation: Keeping abreast of emerging technologies and trends that could impact customer experiences, and evaluating their potential for innovation.Change Management: Driving a culture of customer-centricity within the organization, advocating for the importance of understanding and meeting customer needs at all levels.Metrics and Evaluation: Establishing key performance indicators (KPIs) to measure the success of customer-centric innovation initiatives and using data to continuously improve processes.

Responsible for managing the successful deployment of the ServiceNow solution, acting as the primary customer contact for services, handling issues, escalating as appropriate, providing status reporting to all stakeholders and maintaining high levels of customer satisfaction.• Manage all aspects of project delivery and solution delivery• Lead consulting engagements from pre-sales stage to successful delivery of the project in terms of scope, deliverables, budget, client satisfaction and achievement of required business outcomes• Lead and manage the implementation project team• Prepare all client facing and internal deliverables such as project plan, issues/risk register and weekly status reports• Identify opportunities to provide additional value to our clients and to work internally with the ServiceNow account team to progress• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences

+Lead all technical aspects of project delivery and solution delivery including:-Application UI Configuration.-Workflow Configuration.-Development of required client specific reporting.-Development of requirement integration components (SSO, LDAP, etc).-Interface with ServiceNow technical teams, such as Cloud Infrastructure, to successfully set up the SaaS platform.+Prepare all client facing and internal deliverables that are technology related.+Drive the continuous improvements of our implementation methodology and service offerings based on client experiences.

Post Sales Software Implementation, Upgrade Assurance, and Training consultation for the End User Experience components of the Compuware APM Suite of tools. Specializing in synthetic monitoring and J2EE/.NET monitoring (dynaTrace). Day to day responsibilities included:• Discovered and transformed business requirements into deliverable ITSM tasks.• Defined requirements for data, workflow, logical process, and interface with other systems.• Evaluated hardware and software specifications to meet client’s infrastructure requirements.• Analyzed and estimated project feasibility, cost, time, and deployment strategy.• Developed design document including dashboard prototype, alerting strategy. • Created operation document to describe post-implementation maintenance procedures.• Interfaced with project sponsors/business stakeholders to provide ongoing project status.• Assisted in continuous improvement efforts in providing increased functionality.• Led in reviewing projects to ensure sound architectures for proposed environment and app.• Provided education workshops focusing on architecture, new functionality, and best practices.• Assisted in developing technical documentation, and reviewed materials for accuracy.• Supported the adoption and integration of APM throughout the application lifecycle.

Provided technical support for Compuware's APM Monitoring tools. • Responded to technical inquiries regarding errors, problems about synthetic monitoring, transaction trace, J2EE/.NET monitoring solutions.• Supported integration with Compuware products. (Gomez, BSM, RUM)• Mentored level one support from NASA (North American and South America) region.• Evaluated and reviewed bugs/problems submission from level one support regularly.• Developed product training materials for Compuware E-Learning Center. (CELC)• Analyzed customer data to identify potential bottlenecks and areas for improvements.• Provided technical consulting to internal teams (Sales/Pre-Sales/Post-Sales).• Developed and managed VMware ESX hosts for support teams.• Participated in product road map design sessions.

Worked closely with major automotive manufacturers to help support their dealership networks. Various roles included: supporting the GMARS GIS system, leading the Saturn account to support their efforts and help analyze their dealerships, special projects teams. Day to day responsibilities included:• Developed automated processes in SQL to process registration and other vehicle/customer data.• Enhanced existing processes based on customer feedback.• Designed database (SQL, Access) schema and SP optimization.• Conducted quality assurance (QA) on multiple special projects• Assisted the process of documentation, implementation and maintenance of automated processes.

Helped design, develop, test, and maintain 30 million dollar billing system for Humana health care. Day to day responsibilities included:• Developed accounts payable, retroactive accounting components of the application using COOL:GEN case tool.• Enhanced existing applications based on customer feedback.• Conducted JAD sessions with the customer.• Conducted quality assurance (QA), regression testing, load and system testing.• Assisted the process of documentation, implementation and maintenance of applications.