Rebecca Lancaster Email and Phone Number

Power in the pause. ✊🏻

Technical business liaison as part of an SDLC delivery team; included in this work, but not limited to, requirements gathering, business and technical documentation, process mapping, prioritizing deliverables, authoring user stories, product backlog grooming, user acceptance testing and test case review.

• Reviewing and participating in the Risk & Regulatory program activities which included compiling and validating vendor application metadata for internal support resources and regulatory auditing, support and management analysis, compiling and composing documentation for regulatory bodies, and project management & milestone tracking.• Spearheading process improvement initiatives in coordination with all R&R program activities via SharePoint, Jira and other internally-supported tools.

Compiling CRM data for local businesses and events, social media marketing and website content management for regional Hulafrog site.

• Assisting in the overall management of SDLC application development projects • Creation and maintenance of project schedules• Estimating, planning and management of multiple project timelines • Creating and maintaining a portfolio of project artifacts • Participating in and leading project activities including requirements gathering, grooming, and cross-functional project forecasting with leadership team

• Serving the Data Exchange team to coordinate the receipt and management of data file feeds• Reviewing and executing new and existing processes to maximize resource efficiency in the spirit of Continuous Improvement• Building and testing technical specs within UI for gathering insurance enrollment data• Facilitating technical client meetings to relay and discuss requirements for implementing electronic services• Coordinating the implementation of managed client data from all phases of a project lifecycle (kickoff, technical requirements, testing, production implementation, and post-production validation)• Cascading informational communication and updates to internal team• Fielding post-production technical issues from clients and technical partners and shepherding viable resolutions

• Monitoring, maintaining and enforcing RBC Change Management process flow (ITIL Process)• Communicating and assisting in awareness of IT process including providing process training for Change Management• Facilitating process meetings, tracking action items and posting updates to SharePoint • Identifying and assisting in process improvement initiatives• Managing relationships with enterprise staff and other RBC Wealth Management process participants to improve efficiency and effectiveness• Managing and modifying documentation and providing metrics against process flow• Providing Change Management process training to end users

• Primary contact for salon customers and consumers• Responsible for taking product orders efficiently with a focus and exceeding customer expectations• Achieve service fundamentals and monthly sales goals• Imparting knowledge and using suggestive selling techniques to increase sales and profitability for Aveda customers• Take customer challenges claims, and discrepancies quickly and efficiently while providing a sufficient resolution • Working with internal and external customers and appropriately handling a variety of customer reactions• Possessing and providing specialized knowledge of Aveda’s salon services, products, internal applications, and account requirements• Performing special functions as delegated (customer research, mailings, call outs)

• Customer/client relations and communication• Facilitating pre-flight, status/milestone and closeout meetings for software deployment and IT engagements• Working closely with engineers to manage customer expectations by executing a successful project plan based on customer requirements and engagement objectives• Compiling and editing data for project plans and statements of work• Making travel arrangements and coordinating schedules for onsite engagements• Prepared financial reports for fixed-bid engagements to ensure projects were completed within budget and scope

• Worked with both Services Management and Configuration Management teams to facilitate completion of tasks and balance team workload during a group reorganization• Operational workflow intake management• Facilitating kick-off and discovery communication for requestors with high priority application requests • ‘Support readiness’ process development, documentation, and training• Managing and auditing data/artifacts for over 400 high priority IT offerings• Adding and updating service records within CMDB Service Level Management module• Compiling and organizing data for status updates and reporting presentations• Validating and auditing CMDB data based on MS Access queries (with feeds from multiple data sources)• Performing ETLs (loading data into CMDB)• Performing manual loads and updates to Configuration Items (CIs) based on ITSM Change Management process• Authoring and validating process documentation

• Coordinated with various IT departments to help ensure SLA’s were met during corporate restructuring/outsourcing (requirements and reporting)• Phone and e-mail-based technical support to end-users and external sales agents• Ticket documentation and resolution in HP Service Desk• Administered accounts (internal) for Active Directory, OnBase, Goldmine, Bass, Extensity, AS400, Meridian Voicemail, and VPN (RSA ACE Server)• Administered accounts (external) for website and provided web support (navigational/usage, reported appropriate problems to Web Development)• Knowledge writing/management (publishing primarily to Lotus Notes database(s))

• Assisted in managing software deployment projects within Desktop Release Management (DRM)• Updating project plans, task scheduling, and lifecycle management in MS Project• Coordinating re-deployments and remediation• Liaison under Project Manager to ensure target dates are met and best possible outcome reached at commencement of project(s)• Knowledge/database management in MS Access• Communication regarding project(s) across UHT business units• Acute technical issue resolution• IT operations training included ITIL compliance and CMDB/Configuration Management