Erin Mckernan Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Working with a customer centered design approach coupled with an Agile delivery approach to create user stories that can be taken through business case to implementation. Championing a customer centred approach to all business activities and deliver digital products which enhance the customer experience and provide value to the business and customers. This supports the ongoing work within our team to bring more services and activities online. I have been fortunate to work across several projects including the delivery of application forms online "smartforms" on a Hybris platform utilising the Yforms form builder, Online building inspection bookings (hybris, Click, SAP) and many other improvement initiatives.

Auckland, New Zealand

Auckland

This role created and implemented the end user service experience strategy. Optimised and improved the Fonterra business stakeholders experience, it's use of technology and the reputation of IS. This role particularly focused on product development and ownership of the online services interface when requesting services, support and information from IS to:• Improve the business experience in engaging IS services• Management of IS online customer facing content• Enhance the business experience when requesting IS services, support and information online• Provision of on-going user education initiatives for IS services • Promote self-service and champion the end-user for IS services• Customer advocate for IT services and the online experience for users• Compiler and editor of internal departmental communications collateral

Auckland

My key role was to understand the key Service Delivery priorities, keep across and up to date with these and ensure that decisions and activities are actioned on a timely and effective basis. I was particularly successful in ensuring the transparency of information and communication of the management team and department via appropriate communications mechanisms.Key Successes Designed, implemented and championed team SharePoint 2007 workgroup Established standards for sharing information Weekly management blog and team newsletter Creation of monthly team recognition awards Implemented new Annual IS customer survey working with TNS Conversa Project managed continuous improvement plans for end users using the voice of the customer as a base Design, implementation of global IS help portal SharePoint 2007 including new content standards

Hamilton

Managing the smooth delivery of IS support, both infrastructure and application, to 4500 people within the Fonterra Manufacturing business. Ensuring that there is a conduit for both business and IS to utilise to resolve any issues and to identify opportunities to align with the business.Key Successes• Business Relationship manager for rollout of Telecom XT to New Zealand Fonterra sites ensuring all customer engagement was appropriate and informative • Creating relationships of trust and co-operation with key stakeholders to enable closer understanding of business and IS issues• Enabling Engagement Manager to focus on strategic developments by taking responsibility for tactical operational matters

ContractI engaged with the seafood retail division from analysing their existing IS landscape, providing solutions for overall business and technical improvement to managing the implementation of solutions. This was the platform for the ongoing growth of the business system solutions.

Contract Role:Key Deliverables:Provide a requirements definition and process analysis of existing support environmentSuccessful extension of all technical support field activities to Datacom LTDSet up framework for feild engineering Increase efficiency and turnaround of logged fault callsMentor management team and affected teams during process of change

Certificate In Business Computing

Itil V3 Foundation

Nz Library Certificate, Library Studies