Consulting Director

• Sep 2023 - Present

ServiceNow Solution Consultant

• Sep 2022 - Sep 2023

ServiceNow Business Analyst

• Dec 2021 - Sep 2022

ServiceNow Business Analyst

• Apr 2021 - Dec 2021

Principal Business Analyst, ServiceNow

• Sep 2018 - Apr 2021

Work with stakeholder groups and clients across all Parexel Informatics software solution and continuous service improvement teams with ServiceNow ITSM in Parexel. In depth experience of; ITSM integrated with CSM using ITIL guiding principles, Using effective requirements elicitation techniques including well planned workshops, interviews, process documentation and prototypes. Creating requirements documentation with process/data modelling, wireframes and user stories for business and technical requirements.Lead all ServiceNow continual service improvement projects writing iterative and incremental project plans that get results quickly introducing an opportunity to inspect and adapt at each stage. Show less

Performance Improvement Lead

• Nov 2015 - Sep 2018

Improved the design and use of technology, processes and training for service delivery departments including teams of software engineers, software project managers, requirements analysts and technical support. Founded a worldwide multi-disciplinary team and improved the productivity of staff, reduced quality issues and improved service levels across technical and entry level associates. Travelled to deliver improvements face to face or via the next most appropriate method of engagement. Acted as a single point of contact for consulting on solution design, providing end to end support, hosting champion programs and designing and delivering custom scenario-based training. Show less

Training and Development Manager

• Nov 2013 - Nov 2015

Led a training team supporting service lines hosting Randomisation and Trial Supply Management and Medical Imaging software. Accountable for training for circa 1000 employees including comprehensive high impact new hire training courses, new systems and analysing training needs for new organization structures. Represented and led initiatives for process, quality and training improvements ensuring key performance indicators and metrics were reported and reflected a successful delivery.

Training and Development Coordinator

• May 2010 - Nov 2013

Performed training needs analysis for all customer care users to plug training gaps for employees who support 16+ clinical trial products in a highly regulated environment and design and deliver training initiatives to support this requirement.

Product Support Trainer

• Sep 2008 - May 2010

Founded and developed the role of primary customer care trainer for all products. Wrote and maintained all training documentation, knowledgebase, processes and quick reference guides for new and existing customer care staff. Demonstrated the importance of departmental KPI’s and developed excellent relationships across departments to seek out emerging products and best practices by becoming an active participant in cross-departmental teams and focus groups.

Client Support Specialist

• Mar 2006 - Sep 2008

Provide predominantly RTSM product support for customers and usersDaily management of live study queries, data changes and urgent troubleshooting to allow critical patient events to take placeCollate and prepare ad-hoc data for release at the clients request using multiple database querying methods

Debt and Query Resolution Assistant

• Jul 2005 - Mar 2006

Energy account query resolution on high debt business accounts Troubleshoot metering, property development and billing queries to allow resolution and rebilling to occur to enable an end result of remuneration to cover the clients in debt accounts Coordinate metering data collectors and servicing providers to enable the satisfactory decision that the account status and balance is correct Energy account query resolution on high debt business accounts Troubleshoot metering, property development and billing queries to allow resolution and rebilling to occur to enable an end result of remuneration to cover the clients in debt accounts Coordinate metering data collectors and servicing providers to enable the satisfactory decision that the account status and balance is correct

Credit Management Assistant

• Feb 2005 - Jul 2005

Provide payment plans for energy customers paying by direct debit, to cover a debt build up on residential accounts Carefully assist customers address the payment issues on the accounts resulting in a plan that meets the payment requirements, whilst carefully considering the customers financial circumstances Provide payment plans for energy customers paying by direct debit, to cover a debt build up on residential accounts Carefully assist customers address the payment issues on the accounts resulting in a plan that meets the payment requirements, whilst carefully considering the customers financial circumstances