Nicole Schmidt Email & Phone Number

Medecision is an integrated health management software company supporting virtual care and digital health. In 2019 I was promoted to Change and Problem Manager with responsibility for oversight and governance of Change, Problem, and Deployment Management, as well as training staff on Change Management processes. During this time I earned a Medecision Partnership Award and was named to the Employee Ambassador Leadership Team by executives.Highlights: • Served as de facto Deployment Manager to design and implement a streamlined process and playbook for maintenance and release windows, including logical sequences for processes (OS level patching and maintenance, release deployment, checkouts, turnover to client), defining accountable parties, escalation paths and checkout workbooks. The new process decreased deployment time from eight hours to six.• Provided weekly metrics and built dashboards in Jira. Leveraged KPIs and Tableau visualizations for presentation to senior leadership to validate and show success of process and identify areas of improvement. Enhanced dashboards to provide data for change records, measuring change types, change result, success rate, and change area.• Drove down average age of change record from 60 days to under 20 days in seven months by providing weekly aging reports and end user documentation and education on change record validation and closing procedures.• Reviewed and processed ~400 changes per month implemented in client-facing environments to ensure teams certify pre-change testing and have detailed and documented plans for implementation, rollback, and validation. • Developed change plans and all related project communication deliverables and engage Corporate Communications teams for planning of communications between stakeholders and project teams.

In 2017 I was tasked by a new CIO to launch and lead rollout of a Problem Management capability within a new Service Management team and design and implement greenfield processes, with additional responsibilities for Change Management. This included serving as subject matter expert for process related questions/issues and facilitating process related meetings (i.e. daily operations, problem governance and review, Change Advisory Board, Problem Review Board, etc.).Highlights:• Established a cross-functional Problem Managed Advisory committee that met weekly to review, prioritize, and provide status updates on problem tickets and Corrective Action Requests. • Defined Problem Management policy, processes, and roles and responsibilities for problem resolution, including Root Cause Analysis, RACI chart, and workflows.• Designed L2/L3 processes for escalations and triage as part of continuous improvement activities.• Developed, documented, and implemented an instant notification process for Client Success team to alert on customer automated batch job failures, resulting in <24 hour time to resolution for failed jobs.• Drove resolution of several high profile, high impact customer issues. Contributed to design, maintenance, and enforcement of Major Incident management policies and procedures in accordance with ITIL processes.• Developed library of 50+ pre-approved Standard Changes. Created template of required information and partnered with SMEs across IT.• Provided training and mentoring for functional teams to ensure process guidelines were understood and followed.• Collaborated with Service Delivery Managers to proactively monitor and accurately report on SLA performance.

During this period I was promoted from Analyst to Technical Lead to lead internal initiatives and provide front-line support to ~40 customers (150+ environments) and resolve issues related to application/system performance or outages and errors. I was responsible for serving as Lead Technical Analyst for upgrades and new installs for several high-profile managed care clients, as well as onboarding and mentoring new hires. Project highlights:• Led buildout of a comprehensive knowledge base that contributed to 91% client satisfaction and 14% decrease in support hours.• Developed processes, SOPs, project methodology, and tools to leverage Six Sigma practices including support for training, policy development, documentation, and other high-priority projects such as data progressions and technical knowledge transfers.