Change Management Analyst Resume

PROFESSIONAL EXPERIENCE

Confidential

Change Management Analyst

Responsibilities:

Developed and implemented a new Change Management Framework process for Global Delivery Services.
This included educating Sales, Marketing, Implementation and Deployment to ensure alignment and early engagement on all global accounts exceeding $5 million.
Facilitated internal Employee Advisory Board made up of 10 product support personnel to ensure that this impacted group of employees understood the impact and assisted with overall adoption to move to ServiceNow to manage customer service issues and concerns.
This enabled a new and improved method to capture and close tickets. It also provided an improved user experience for customers.
All deployments exceeded adoption rate metrics while meeting a >95% customer satisfaction score.

Confidential

Change Management Analyst Consultant

Responsibilities:

Implemented the rollout of a new Meter Reads Solution reporting capability.
This increased user adoption by 60% by implementing User Readiness teams to assume ownership of application proficiency and utilization and to reinforce change and manage resistance.
Developed internal communication and branding initiative for Business Intelligence Services team to market all the services and products offered to the corporation.
This enabled the product owners to implement a new business process to ensure enhancements and new project requests were getting prioritized and that the resources could manage the work output.
Led the change management activities for the enterprise COGNOS end of life project that impacted eight organizations and 150 users.
This included developing the impact and risk assessment, communication strategy, and internal training plans. Project completed on time and within budget.

Confidential

Program Manager / Change Management Analyst

Responsibilities:

Responsible for collaborating with internal business partners to ensure rganizational readiness for all new and/or upgraded applications and systems.
Focus on embracing and adopting change while meeting all critical success indicators.
Project completed in less than 14 monthsunder budget by nearly $300K and met all key business stakeholder objectives
Developed Transition Change Management “community of practice” within IT.
This enabled consistent business process design and ensured that internal business partners played significant roles in project engagement, communication and alignment to key changes

Confidential

Product Line Manager

Responsibilities:

Deployed corporate wide New Manager integration program.
This program increased new manager’s productivity by nearly 45% based on Management Feedback scores
Launched Leading through People residential program, Business Strategy Workshop, and the Mid Manager Forum.
This curriculum was designed and implemented to meet significant gaps for mid managers as identified via human performance improvement analysis
Responsible for developing business strategy for corporate management and leadership development.
This resulted in developing a Management and Leadership Expectations matrix and establishing adult learning principles to achieve objectives