Libby Williams Email & Phone Number

Sydney, Nsw, Au

Australia

Australia

Displayed outstanding leadership, flexibility and stakeholder engagement by effectively overseeing and managing the Workday (HRIS) Phase 2 testing program, ensuring seamless execution and alignment with project timelines.Key achievements:● Initiated the testing phase efficiently by formulating and presenting the test strategy to the Workday project team within the first week of my tenure.● Oversaw the creation of unit, end to end, integration, user acceptance testing (UAT) scenarios and acceptance criteria against requirements. Managed resources and facilitated coordination of bug fixes and enhancements with the external implementation partner, ensuring compliance with project timelines.● Led daily stand-ups and weekly Change Advisory Board meetings, establishing effective communication and progress tracking.● Ensured testing phase was completed to project timeline and signed off, ensuring no critical outstanding issues.

Sydney, New South Wales, Australia

Enhanced profile of the Programme Management Office (PMO) by building trusted and empathetic relationships with internal and external stakeholders, employing information gathering techniques to understand customer needs and consistently delivering high-quality outputs.Key achievements:● Played a crucial role in the successful global rollout of Workday (HRIS) by heading up requirements workshops and engaging collaboratively with global counterparts to unify HR processes. Contributed to the success of the testing phase by identifying defects and enhancements, and retesting fixes.● Nominated for the Business Services Award: Being Bold, for employing a survey to engage a wide array of stakeholders and conduct an analysis of business within a demanding timeframe for the Litera Compare & Metadact global migration.● Effectively developed user stories, tested against requirements, incrementally implemented via scrum sprints and supported an in-house Conveyancing web portal and deposit tracking workflow management tool that simplified processes and eliminated manual workload for the Conveyancing and Finance Trust teams.Projects:● Workday (HRIS) global implementation | 5000+ users● Conveyancing Automation Portal & Deposit tracking workflow application | 50+ users● Litera Compare & Metadact global migration | 5000+ users

Sydney, New South Wales, Australia

Leveraged extensive stakeholder engagement and thorough analysis of requirements to make significant contributions to the digital transformation initiatives of the Clients and Market (Sales & Marketing) team.Key achievements:● Conducted in depth stakeholder analysis, gap analysis and maturity model and communicated a detailed understanding of current and desired future state of Clients and Markets systems and processes.● Authored Request for Proposal (RFP), facilitated vendor demonstrations and created Vendor Assessment Scorecard, resulting in the selection of a market leading Pitching automation tool that met stakeholders' needs and aligned with the firm's growth strategy.● Managed the extraction and transformation of existing content, conducted field mapping and ensured the readiness of high-quality data for migration.● Following an in-depth discovery phase and stakeholder workshops to elicit requirements and create personas and user stories, produced the Business Requirements Document (BRD) for the Customer Relationship Management (CRM) strategy.Projects:● QorusDocs Proposal management software selection and implementation | 1000+ users● Customer Relationship Management strategy | 1000+ users

Sydney, Nsw, Australia

Enhanced multiple technology projects, each with competing priorities and demands, by showing resilience and excelling in stakeholder engagement, requirements workshops, crafting essential project artifacts, testing, managing time effectively, and maintaining clear communication throughout.Key achievements:● Successfully managed the configuration, integration, testing, training, and subsequent implementation of a mobile timekeeping application (RedView).● Ensured a seamless and on time, Windows OS and laptop upgrade for the Sydney office by conducting a risk analysis, and effectively managing external technical consultants and upgrade schedules.● Directed Medical Case Management project recovery efforts by revisiting requirements with stakeholders, conducting a gap analysis and communicating the remediation strategy to external vendors. Effectively managed scope changes, developed comprehensive test plans, and provided continuous support throughout the project lifecycle.Projects:● Conveyancing portal upgrade | 20 users - Conveyancers, external Developers and Sales teams● OnePlace CRM customisation | 250 users - Sales & Marketing, Partners, EAs● ServiceNow upgrade and automation | 1000+ users - Firmwide● Windows 10 upgrade and laptop fleet refresh | 1000+ users - Firmwide● Cisco WebEx Teams and AV equipment upgrade | Desktop and mobile, 1000+ users - Firmwide● Expert Aderant (Practice Management system) client engagement documentation upgrade | 1000+users - Firmwide● Logo and branding refresh | 1000+ users - Firmwide● Mobile Timekeeping application | 30 Orbit legal resourcing Lawyers● Medical case management solution | 25 users - Partners, Lawyers

Sydney, Australia

Delivered superior end-to-end customer experience as the primary point of contact for over 1500 users, offering comprehensive application, hardware, software, and telephony support.Key achievements:● Expertly triaged technical issues, meticulously traced and rectified faults, and escalated when necessary. Engaged directly with vendors and diligently followed issues through to resolution.● Developed informative knowledge base articles tackling common issues and made recommendations in educating users and facilitating self-service options.● Facilitated comprehensive training and onboarding sessions for new technology analysts, empowering them to excel in delivering superior customer support.● Actively participated in multiple pilot programs and provided valuable feedback.

Sydney, Australia

Streamlined the Channel Partner Training & Certification program and optimised the Asia & Japan regional partner databases, resulting in robust collaboration and seamless operations.Key achievements:● Effectively tailored partner programs for CA Australia and NZ and conducted impactful internal training sessions in Hong Kong and Singapore offices.● Successfully launched the Partner Technical University training program, overseeing attendee lists and coordinating trainee schedules, resulting in exceptional attendance rates and outstanding feedback.● Founding member of the Occupational Health and Safety (OH&S) committee from 2003 to 2006.

Sydney, Australia

Full spectrum of support team operations, including recruitment, comprehensive training, fosteringprofessional development, managing annual leave, coordinating schedules, and conducting thoroughperformance reviews.Key achievements:● Guided and motivated support team, to surpass performance expectations, achieving a 45% increasein inbound call pick-up rate and enhancing overall team responsiveness by 20%.● Successfully transitioned the Channel License support function from Australia to India.● Introduced the CA Quality First coaching program.● Received 2 nominations for Employee of the Month, acknowledging exceptional contributions andcontinuous improvement initiatives within Support Services.