Karen Ellis Email & Phone Number

Denver Metropolitan Area

Lead Project Teams in delivering a ServiceNow solution for onboarding Clients using the appropriate business measurements & terms and conditions for the project according to the project charter, project agreement, or contract. Manage scope, cost, schedule, and contractual deliverables, which include applying techniques for planning, tracking, change control, and risk management. Manage all project resources, establishing an effective communication plan with project teams and the Client. Lead and closely collaborate with ServiceNow Architects, Subject Matter Experts, and other Consultants to provide recommendations on improvements & modernization and create solutions that drive our Clients forward.

Boulder, Colorado, United States

Team Lead and subject matter expert (SME) for Applications, Data, and AI (ADAI) Global Change Management. Focal and Lead serving as the primary author of our Global Change Management Process, Policy, Procedure(s), and Work Instruction(s), aligning with Agile Methodologies and best practices. Provide process oversight to drive compliance and ensure maximum value to our Clients. Validate process execution and audit readiness for 600+ internal and external Clients across multiple U.S. geographies, Latin America, Europe, and Asia. Collaborate across Service Lines by facilitating daily meetings and participating in various organization projects and initiatives to promote improvement, standardization, and service level attainment. Establish relationships, maintain Client satisfaction, and verify delivery of contracted services. Collaborate with Delivery Project Executives (DPEs), Service Line Managers, and Executives to monitor Change measurements for account health; validate and verify integrity and audit readiness/posture of our Change Process, Policy, and Procedure; and act as the lead and primary liaison for Change Management internal and external audits (e.g., SSAE16, SOX, ISO, KCO, Corporate). Collaborate with Tool Architects to develop or identify any contract or process-specific requirements needed for Case, Problem, & Change Tools, establish training programs for our processes and tools, and deliver those training packages. Provide user acceptance testing (UAT) of various tools or suites. Work with Tool Architects, Project Managers, Technical Recovery Managers (TRMs), DPEs, Senior Project Executives, and various other Teams to identify gaps, areas of concern, and process failures – mitigating those findings – and delivering a newly revised standard for their Change Management Service Delivery.

Greater Denver Area

Team Lead and subject matter expert (SME) for Managed Applications Global Change Management. Focal and Lead serving as the primary author of our Global Change Management Process, Policy, Procedure(s), and Work Instruction(s), aligning with Agile Methodologies and best practices. Provide process oversight to drive compliance and ensure maximum value to our Clients. Validate process execution and audit readiness for 600+ internal and external Clients across multiple U.S. geographies, Latin America, Europe, and Asia. Collaborate across Service Lines by facilitating daily meetings and participating in various organization projects and initiatives to promote improvement, standardization, and service level attainment. Establish relationships, maintain Client satisfaction, and verify delivery of contracted services. Collaborate with Delivery Project Executives (DPEs), Service Line Managers, and Executives to monitor Change measurements for account health; validate and verify integrity and audit readiness/posture of our Change Process, Policy, and Procedure; and act as the lead and primary liaison for Change Management internal and external audits (e.g., SSAE16, SOX, ISO, KCO, Corporate). Collaborate with Tool Architects to develop or identify any contract or process-specific requirements needed for Case, Problem, & Change Tools, establish training programs for our processes and tools, and deliver those training packages. Provide user acceptance testing (UAT) of various tools or suites. Work with Tool Architects, Project Managers, Technical Recovery Managers (TRMs), DPEs, Senior Project Executives, and various other Teams to identify gaps, areas of concern, and process failures – mitigating those findings – and delivering a newly revised standard for their Change Management Service Delivery.

Greater Denver Area

Validate Change Management process execution and audit readiness for multiple customers across various U.S. geographies, Europe, and Asia within the IBM Cloud environment. Collaborate across service lines by facilitating daily meetings and participating in various organizational projects to promote improvement, standardization, and service level attainment. Establish relationships to validate customer satisfaction and verify delivery of contracted services. Confirming that standards and procedures are being followed and identify and implement process improvements – facilitating the resolution of issues with items not complying with the process. Act as a focal point for process, communicating with clients, service providers, and management. Monitoring measurements and targets to improve process effectiveness and efficiency. Assisting in the auditing of the process for compliance with documented procedures and validating proper audit posture and readiness. Work closely with Change Owners and Implementors – assisting them with processing their RFCs through the Change Workflow LifeCycle and building the forward schedule of changes.

Greater Denver Area

Work with the Transition and Transformation Project Manager to verify and validate that the appropriate processes are in place for new accounts transitioning into IBM. Work with Process Architects to update the Service Responsibility Matrix (SRM) for the P&C Team to confirm that the responsibilities within the Customer’s contract are properly assigned. Use the information gathered in the SRM to develop the Customer’s Process Interface Manual (PIM). Assist the Process Architect with delivering the PIM to the Customer in a Joint Review Meeting. Escalate any process issues or concerns to the P&C Project Manager and the IBM Account Team (SDMs and DPEs). Work with the Tools Project Manager and the Measurements and Reporting Project Manager to include any contract specific requirements in the Incident Problem & Change tool that is being used for the Account. Participate in any User Acceptance Testing (UAT) for the tool. Work with the Tools Team in defining the training program and working together to deliver the process and tools training to the Delivery Team for the specified account.• Selected as a subject matter expert (SME) to mentor and groom a group of twelve Service Desk Agents to become Incident Coordinators. Verify and validate that they are following their identified and contractual responsibilities, providing contract identified reports and metrics, and bring them into compliance with process and procedures. Continue to provide education and training as necessary. • Selected as a SME to provide HyperCare to all account focals, both internal and external, during go-live transition for both Incident and Change Management.• Incident and Change Management Audit Posture and Readiness focal.

Greater Denver Area

Act as a U.S. focal and/or liaison between the IP&C Competency, the IBM Account Teams, and the Country Account Coordinators. Act as a mentor to the Country Coordinator in the IPC Process and Tools discipline and as a focal for process escalations and revisions. Provide Account Team and Country Coordinator Team with an interface to the Competency Team to ensure best practices are shared. Verify that the Country Coordinator drives compliance with the process. Provide a project plan that promotes consistency and standardization regarding global resourcing and command & control across all applicable accounts. Provide process oversight to drive compliance and ensure maximum value to the Customer. Monitor incident, problem, and change measurements for account health. Validate and verify integrity and audit readiness of the process and act as a liaison for incident, problem, and change management between auditors and country. Identify process failures and work with Country Coordinators to improve process deficiencies. • Selected as a Change Management SME for the Service Improvement Plan (SIP) launched to assist an account with stabilizing their process, procedures, methodologies, and service delivery – and bringing the account into a right Audit Posture and Readiness.• Worked with Tools Architects, Project Managers, Critical Situation Program Managers, Delivery Project Executives, Senior Project Executive, PricewaterhouseCoopers, and Executives from account to identify gaps, areas of concern, and process failures – migrating those findings – and delivering a newly revised standard for their Change Management Service Delivery.• Selected as a SME to provide quality Metrics, Measurements, and Analysis for Change Management. Developed, designed, and maintain Change Management Metrics and Measurements. Meet with executives monthly to review, discuss, and analyze the data presented – mitigating any areas of concern.

Greater Denver Area

Ensure process execution and audit readiness for 90+ internal and external commercial WebHosting / eCommerce customers across multiple U.S. geographies, Europe, and Asia. Collaborated across service lines by facilitating daily meetings and participating in various organizational projects to promote improvement, standardization and service level attainment. Establish relationships to ensure customer satisfaction and verify delivery of contracted services.• Selected as a subject matter expert (SME) to the Problem and Change Competency team.• Served as a key member in writing the current IBM Global Problem, Incident and Change Management processes. • Successfully managed the implementation of a new call, problem and change tool in support of over 120+ customers for IBM’s Service Delivery Center West e-Business customers. • Successfully passed 100% of all audits on assigned accounts including peer audits and SAS70 audits.• Selected as a SME to the On Demand (ODCS) Change Management Team. New procedures were developed to streamline their process, reduce labor by 25%, and reduce other miscellaneous costs. • Selected as a SME to the e-Business Center of Operations to develop a process to communicate third-party vendor related changes to e-Business customers. The Communication Procedures reduced labor and unnecessary problem solving hours (10%) by informing affected Customers and Operations of upcoming changes. Provided training and education on the newly developed Communications Procedures to Problem/Change and Availability Management peers. • eESM Tool and User ID Administrator SME, supporting multiple customers.• Selected as a SME to assist with multiple Critical-Situation Accounts. Working with the Account Teams to identify weaknesses within the Problem and Change Processes, we were able to streamline their process/procedures for Problem and Change Management and retain million-dollar customer contracts.

Bsb, Information Systems

Associate Of Arts (Aa), Art/Art Studies, General