Navvia Process Designer provides organizations with software, templates and services to simplify the design and implementation of ITSM processes and tools. Experienced leader in SaaS application management, specializing in process modeling software. As the Director of Incident, Problem, Request Fulfillment, and Knowledge Management services at Navvia, I oversee critical ITSM functions while also serving as the Business Team Leader, driving strategic business initiatives.- Director of customer support operations, including managing all aspects of the service desk. Delivering support and comprehensive training to application users. - Spearheading the complete redesign for the business’s next-generation process designer module of the application- Leading the development and execution of the application roadmap- Managing the application testing team and development of test cases- Developing and maintaining process and survey templates aligned with a variety of ITSM frameworks- Partnering with sales and marketing teams to address client concerns, and to conduct reviews of marketing material- Maintaining knowledge-base integrity and updating based upon changes in the application or processes- Creating application walkthroughs and training

Led the creation of global end to end processes to create a repeatable cloud service delivery model from scratch spanning multiple global cloud service offerings focusing on the standardization of delivery. 𝐑𝐞𝐜𝐨𝐠𝐧𝐢𝐳𝐞𝐝 𝐚𝐬 𝐚 𝐠𝐥𝐨𝐛𝐚𝐥 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 𝐞𝐱𝐩𝐞𝐫𝐭 𝐰𝐢𝐭𝐡𝐢𝐧 𝐭𝐡𝐞 𝐂𝐥𝐨𝐮𝐝 𝐌𝐚𝐧𝐚𝐠𝐞𝐝 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐜𝐨𝐦𝐦𝐮𝐧𝐢𝐭𝐲 across sales, support, transition, and steady-state teams and authored content including:- Technical team guides for the deployment of the new service and steady state delivery- ITIL based guides for the various processes (Incident, Problem and Change Management)- End user guides detailing Cloud web portal instruction- Work flow diagrams to display procedure flows from the end user request through to deploymentLead Cloud IT Architect: “The Process and Procedure guides created by Jennifer for Cloud have enormous value - without them, we cannot expect to operate an efficient Cloud environment. 𝐂𝐨𝐦𝐛𝐢𝐧𝐞𝐝 𝐰𝐢𝐭𝐡 𝐭𝐡𝐞 𝐠𝐚𝐩 𝐚𝐧𝐚𝐥𝐲𝐬𝐢𝐬 & 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭𝐬 𝐭𝐨 𝐭𝐡𝐞 𝐩𝐫𝐨𝐜𝐞𝐬𝐬𝐞𝐬 𝐞𝐪𝐮𝐚𝐭𝐞𝐬 𝐭𝐨 $𝟓𝟎𝟎,𝟎𝟎𝟎. IBM expects to host multiple customers on SCE+ starting 2012; therefore this value will continue to rise.”Led initiatives to enhance service delivery by collaborating with global IT architects and service delivery teams.STSM & Manager, Services Research: “Jennifer's dedication to this team, her participation in design meetings & her understanding of the generic ISM processes have proven to be invaluable to this team. 𝐖𝐢𝐭𝐡𝐨𝐮𝐭 𝐉𝐞𝐧𝐧𝐢𝐟𝐞𝐫'𝐬 𝐩𝐚𝐫𝐭𝐢𝐜𝐢𝐩𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐰𝐢𝐥𝐥𝐢𝐧𝐠𝐧𝐞𝐬𝐬 𝐭𝐨 𝐭𝐚𝐤𝐞 𝐥𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐢𝐧 𝐜𝐫𝐞𝐚𝐭𝐢𝐧𝐠 𝐭𝐡𝐞 𝐩𝐫𝐨𝐜𝐞𝐝𝐮𝐫𝐞 𝐠𝐮𝐢𝐝𝐞𝐬, 𝐮𝐬𝐞 𝐜𝐚𝐬𝐞𝐬 𝐚𝐧𝐝 𝐢𝐧𝐬𝐭𝐫𝐮𝐜𝐭𝐢𝐨𝐧 𝐠𝐮𝐢𝐝𝐞𝐬, 𝐭𝐡𝐢𝐬 𝐩𝐫𝐨𝐣𝐞𝐜𝐭 𝐜𝐨𝐮𝐥𝐝 𝐡𝐚𝐯𝐞 𝐧𝐞𝐯𝐞𝐫 𝐟𝐮𝐥𝐟𝐢𝐥𝐥𝐞𝐝 𝐢𝐭𝐬 𝐝𝐞𝐥𝐢𝐯𝐞𝐫𝐚𝐛𝐥𝐞𝐬 𝐭𝐨 𝐭𝐡𝐞 𝐞𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞𝐬. . Jennifer does all of this with calm, patience, and thoroughness.'

Driving Process Improvement for Fortune 500 companies.Drove process change using Business Process management supporting over 7 Delivery Project Executives in compliance management, improving and documenting business and technical processes to support existing, new and changing business and technical initiatives.

Successfully transitioned global company wide IT Delivery processes for 6 major transitions to Toronto from the US by conducting on-site knowledge transfer sessions with external customers. Included banking, oil and gas, automotive and retail industries. Service Desks consistently attained over 80% first call resolution, a direct result of a successful knowledge transfer.Led the transitions by working closely with management, vendors and business partners to define metrics, controls, procedures, tools and training in order to migrate the desk into IBM's best practices.