Joseph Maser Email & Phone Number

San Francisco, California, United States

Ontada business unit

San Francisco, California, United States

Assignments included:Led team for large pharmaceutical client and delivered new operating model shortening drug study lifecycle 6+ months resulting in millions of dollars in savings.• Transformed client’s mindset to enable agile practice. • Led team of consultants from onboarding with client through laying the foundation of a new operating model. Provided hands on expertise as well as project management support to client and internal team. Served as Product Marketing Manager for large technology company. Provided marketing, process and metrics support:• Initiated Ask-Me-Anything (AMA) for product group. Obtained support from digital publishing team, prepared moderators, and created net new process so any member of team could run the monthly series going forward.• Established reproducible process for collection, editing, and publishing of release disclosure information through multiple marketing channels. • Identified customer and field satisfaction improvement opportunities, including trackable KPI, based on analysis and synthesis of interviews with 25+ subject matter experts.

San Francisco Bay Area

As a Business Process Owner with the Product Operations group, lead a range of process improvement and process management activities. Drive process management functions, including data gathering and analysis, best practice research, process mapping, developing and recommending alternatives for improvement, developing performance metrics, obtaining leadership or stakeholder agreement, implementing improvements, and monitoring post-process improvement initiative performance to updated standards. • Partnered with the business to contribute to complex, cross-functional business process initiatives for assigned area(s) using defined project planning, Lean Six Sigma, and Agile methodologies and tools.• Identified gaps and inefficiencies to current state business processes. Continuously identified opportunities for improvement and the desired future state. Prioritized the opportunities across the business to align with strategic objectives.

San Francisco

As the Product Portfolio Manager with the Cloud Services and Operational Excellence groups, led workstreams as part of process diagnostics and design to identify impactful opportunities for operational improvements across end to end value streams. Ensured the design and implementation of tools within the business were performed to high standard and consistency. Drove continuous process improvements and implementation of process controls to continually improve quality of final product.• Owned multiple practice areas across ITSM lifecycle either implementing net new practices or driving continuous improvement of existing processes as the Senior ITSM Process Analyst.• Led multiple teams to integrate new Cloud technologies into existing business, operations and support processes. Drove team to ensure customer and support team readiness for Office 365 introduction.• Created enterprise-wide Total Customer Experience model and led organizational change activities based on requirements and needs of customers to have a one-stop shop on how to launch Public Cloud initiatives.• Subject Matter Expert (SME) on guiding principles and framework for SaaS Operating and Engagement Model giving user community flexibility in selecting solutions, while ensuring governance in place.• Drove creation of online application inventory from requirements, including data mapping through tool selection and deployment through introduction to and training of internal customers.• Volunteered to serve as the Hub Lead for five workstreams, focused on employee engagement, training, retention, wellness and metrics for ~170 employees.

San Francisco, California, United States

Led the development and implementation of technologies and processes as Product and Project Manager. Accountable for the defining and implementing process improvement framework including Agile and ITIL methodologies. Established business process implementation strategy and designed and deployed business and IT process throughout organization. Owned product selection and implementation for multiple IT systems.• Led multiple project and operational teams (12+ team members) to deliver against requirements and improve business engagement and service provided by customer support, information security and technical operations.• Worked with external and internal customers and the IT department to gather, document and recommend user requirements and specifications for existing and new applications for more complex business processes.• Performed requirements gathering with clients, internal users, and third party vendors for systems development, enhancements, and process improvements. Developed and clearly documented functional business specifications for new projects.

San Francisco, California, United States

As a Senior Business Systems Analyst, provided analytical support through the analysis and interpretation of business processes and data in support of cross-functional business operations. Identified opportunities for improvements and worked cross-functionally to develop business solutions. Delivered analytical support for multiple, complex cross-functional projects simultaneously, established work plans and time lines, managed business requirements, evaluated desk level procedures, and defined training plans. • Drove collaboration across the organization, including onshore and offshore teams to set a baseline in order to improve the functionality of Blue Shield’s customer web portal, significantly improving operational support and customer service.• Guided a team of Technical Writers and Junior Analysts to develop a 500+ page service runbook, encompassing design, function, support and maintenance of customer-facing website and backend for health insurance purchases and account management.• Championed and owned Service Level and Operational Level Management processes to ensure core business functionality aligned with business objectives. Continually performed gap analysis to identify and determine ongoing processes needs.• Coordinated with multiple functional groups within Blue Shield to obtain requirements to create and produce content that covers all business and technical aspects of Blue Shield’s web portal and voice systems.

San Francisco Bay Area

As the Senior Business Systems Analyst Consultant, led and drove global service management process deployment and improvement on behalf of IT Architecture team and the Project Management Office (PMO). Worked closely with business partners across multiple business functions to align technology solutions with business strategies. Supported one or more highly complex business processes, requiring design or integration of technical solutions that crossed multiple functions of the business.• Established and produced business requirement artifacts, including Use Cases, Business Rules, Supplemental (Non-Functional) Specifications, and User Interface Design Specifications, etc.• Led shift from task-based production to service-oriented methods to focus on delivering business value. Transformed IT practice into an enterprise-wide capability and sold service offering to Accounting and Legal departments.• Spearheaded acceleration of Change Management and Release Management processes with vendors. Drove elimination of process waste to reduce Mean Time to Repair (MTTR) and increase ticket throughput• Designed and implemented processes for ServiceNow deployment. Reduced risk by creating Capacity Management and Knowledge Management end-to-end processes and policies.

San Francisco Bay Area

As the Functional Lead for the IT Services Group Global Change Management, led and drove all aspects of the implementation of a change management plan that was leveraged for key regional and global change initiatives, and within an overall Change Management Office governance structure. Served as the Organizational Change Management (OCM) and Training to drive leading OCM activities within all Bio-Rad Laboratories sites in support of enterprise-wide and/or global projects and programs.• Developed and implemented global change management processes across the Americas, Europe, Asia, and Australia. Processes included policies, procedures and organizational change materials focused on ITIL best practices and SOX audit compliance.• Provided strategic direction and leadership to Data Center staff, including managing vendor relationships. Managed day-to-day functions and activities of the Data Center.• Designed and deployed Service Transition and Service Operations activities to ensure that the governance mechanisms, financial management and supporting structures such as processes and support model were well planned, implemented, tested and enabled.

Master Of Business Administration (M.B.A.), Technology Management, International Business

Activities and Societies: Graduate Business Association (Student Government), Tech Club, Finance & Investing Club, Barcelona Study.

Bachelor'S Degree, Information Technology

Graduated with Honors