As a Technical Business Analyst, I maintained the SuccessFactors HXM for state employees and contractors, collaborating with stakeholders to optimize system efficiency. I spearheaded the implementation of the Learning module (LMS) and oversaw the migration of major agencies. Additionally, I managed all HXM modules owned by the state, including Platform, Performance & Goals, Recruiting, and Succession & Development. Responsibilities included:• Reviewing and suggesting new business rules, aligning them with stakeholders' decisions.• Contributing to the development of technical standards and policies.• Cultivating strategic partnerships with business owners to address their needs.• Leading biannual processes to verify and implement SAP SuccessFactors updates, coordinating testing with stakeholders.• Providing application support and resolving technical issues for end users.• Documenting technical and business processes, such as design documents, process maps, and testing scripts.• Training new team members on business and technical processes.• During a six-month period, I operated as the sole member of the team, managing all responsibilities independently.

As an LMS administrator, I managed SuccessFactors LMS duties for multiple companies on a short-term basis. Responsibilities included:• Serving as the subject matter expert for the SuccessFactors LMS interface.• Offering guidance on maximizing the utilization of the SuccessFactors Enterprise Solution for optimal return on investment.• Setting up, testing, and launching various LMS-wide courses.• Administering user accounts, ensuring data accuracy, managing course assignments, and addressing technical issues.• Creating and maintaining administrative protocol documents for training future administrators and reference purposes.

As part of a team implementing the SuccessFactors HXM Learning module for SAP's major clients, I engaged in various sales interactions and initiatives to minimize Customer Success department tickets. Responsibilities included:• Contributing to estimating and resource planning for significant upgrade projects.• Serving as a solution consultant, gathering business requirements and proposing tailored solutions.• Developing support ticket solutions converted into knowledge-based articles.• Leading configuration and connector workshops to gather requirements and propose solutions.• Assisting customers with User Acceptance Testing and providing knowledge transfer on the Learning Management System.• Training customers and team members in the Online Report Developer (ORD).• Participating in sales meetings as a Subject Matter Expert, presenting LMS functionality and providing pricing estimates.• Documenting business processes and weekly status updates.• Analyzing reports and data for errors and trends.

As a Consultant, I've played a pivotal role in numerous SuccessFactors HXM Learning module implementations, concurrently training new consultants on the platform. Additionally, I've excelled in developing custom reports using tools such as Online Report Designer (ORD) and Plateau Report Designer (PRD).Key responsibilities include:• Leading various implementation teams and conducting configuration workshops with major stakeholders.• Performing requirements gathering to deliver optimal solutions.• Configuring and integrating the Learning Management System (LMS) into other SuccessFactors modules.• Providing comprehensive training to administrators and facilitating "train the trainer" sessions.• Serving as a liaison between customers and SAP to ensure timely resolution of support tickets.• Developing custom LMS reports utilizing PRD and ORD tools, including custom SQL queries.• Managing service desk tickets to support customer issues.• Authoring a white paper detailing differences between PRD and ORD tools.• Documenting business processes and providing status updates.• Analyzing reports for errors and trends.

As a Senior Learning & Performance Consultant, I led multiple SuccessFactors Learning implementations and customized various performance modules.Responsibilities included:• Obtaining certifications in SuccessFactors Learning and Performance Management.• Serving as the subject matter expert for the Learning module.• Providing project management and configuration expertise for SuccessFactors Learning Management System implementations, including data importing and HR software integration.• Managing timelines and conducting progress meetings with customers.• Designing and delivering training sessions.• Acting as a liaison between customers and SuccessFactors to ensure milestones and technical issues were addressed.• Customizing various performance modules such as Employee Central, Succession, and Performance Management.• Creating User Acceptance Testing/Integration Acceptance Testing scripts.• Documenting business processes and providing status updates.• Analyzing reports for errors and trends.

As a Program Analyst, I provided on-site and remote support for the SuccessFactors Learning Management System (LMS) at the U.S. Department of Labor (DOL) and the U.S. Department of Homeland Security (DHS), focusing on training program development and system management. Key responsibilities included:• Serving as the subject matter expert for the SuccessFactors LMS interface and guiding optimal utilization of the Enterprise Solution.• Conducting training and demonstrations for LMS administration to system owners and administrators, along with developing comprehensive training guides.• Reviewing training guides, rollout plans, and policies, offering recommendations and corrections as needed.• Setting up, testing, and launching LMS-wide courses, and configuring the LMS based on customer needs.• Contributing to the development and testing of the LMS's HR connector requirements.• Managing workflows, permissions, and domain restrictions for user and admin roles within the LMS.• Ensuring user data integrity and administering user accounts.• Designing and maintaining essential Assignment Profiles and troubleshooting related issues.• Developing and supporting processes for managing common-needs training programs.• Documenting workflows of systems and business processes.

As a Tier 3 Customer Support Agent at Plateau Systems (now SuccessFactors), I provided expert assistance for their cloud-based talent management software suite. Highlights include:• Recognized with the 2007 Customer Service Organization’s MVP award.• Consistently earned the monthly bonus award for closing the highest number of tickets.• Served as a Subject Matter Expert for Assignment Profile / Assignment Profiles Synchronization functions.• Engaged directly with customers to troubleshoot issues with the SuccessFactors Talent Management System software.• Mentored new employees, training them on tier 2 procedures, policies, and software.• Developed and maintained administrative protocol documents for training and reference.• Utilized SQL clients to troubleshoot data quality issues.• Managed the UCN software for email ticket distribution and phone call handling.• Coordinated after-hours duty schedules and administered system tests during agent changes.

As the Head Technical Support Engineer / Software Development Engineer at Accuvoice, I played a key role in developing custom IVR applications. Key responsibilities:• Developed telephony applications and extended IVR development tools using C, Pro*C, Unix shell scripts, ODBC, and XML.• Managed the full project lifecycle from design to post-cutover support.• Provided comprehensive technical support and conducted training sessions.• Oversaw technical support activities for a team of secondary engineers.• Contributed to recruiting efforts for the engineering department, including attending job fairs, conducting interviews, and providing feedback on candidates.