Customer Experience Professional Services

Jove Cana

Project/Program Manager – Product Development & Implementation

Address Etobicoke, ON, Canada, M8Y0B6

Phone +1-647-***-****

LinkedIn https://www.linkedin.com/in/jove-cana/

E-mail ****.****@*****.***

[PMO] Accomplished Professional Services Leader and veteran of Business/IT collaborations, with 30+ engagements successfully delivered over the course of a 20+ year career in the Life Sciences space. Proven leadership in the complete lifecycle of client engagements from project Conception/Initiation, through Execution, to Close-out. Peer-recognized thought leader and dedicated problem solver implementing best-in-class process frameworks, delivery & support methodologies, and governance structures

[Business/IT Lead] Trusted technical business advisor, with advanced understanding of organizational strategies and operations in pharma, biopharma, medical device settings, (i.e. Sales and Marketing, Logistics, Medical, Clinical, Regulatory Affairs, IT Ops). Key contributor to global process improvement and transformation. Valued contributor to product development, PoC direction, and continuous improvement initiatives.

[Technical proficiencies] SaaS implementations with a specialty focus in CRM/CXM; Commercial Data Warehousing; Reporting and Analytics; Systems Integration and Automation

Skillsets

Project & Program Management Excellent

Business Analysis Excellent

Client Engagement & Collaboration Excellent

Product Development Advanced

Work History

2023-04 - 2020-12

Senior Program Manager/Scrum Coach, Customer Experience

Exeevo Inc, Mississauga, ON

Primary customer contact & key conduit for the integrated customer experience

Managed a team of 14 FTE resources across various disciplines (product owner, data science, engineering, DevOps, solution architects, QA) to develop an AI enabled MVP product

Managed a multi-year digital transformation program for the NA, Latin America and EMEA sites of a global pharma, which designed and deployed a customized CXM enterprise platform in a Cloud/SaaS architecture (Dynamics365/Azure Cloud), generating $1.1M in earned revenue

Developed backlog management processes and implemented Scrum ceremonies that distinguished between core product features vs local customizations at each site, enabling both clarity in the product roadmap, and reliable scheduling of product releases & deployments

Azure DevOps process owner, SCRUM & SAFe lead, Jira epic contributor, and key thought leader in the development of Agile delivery/process methodologies (Scrum, Scaled Agile, Kanban) for the global PMO

2018-01 - 2013-12

Senior Commercial Consultant

HighPoint Solutions -an IQVIA Company, formerly HighPoint Solutions (East Norriton, PA)

Trusted advisor in Go To Market/commercial launch initiatives for an array of pharma clients

Key contributor (PM, BA, SME) in the initiation & execution of Digital Transformation, IT Road Map, Process Redesign and Continuous Improvement programs, including:

oOwnership of the IT Roadmap to provide vision and direction for product development

oManagement of the customer journey (from Initiation->Analysis->Dev->Release)

oEvaluation of business needs vs product/vendor offerings

Definition of WBS across work streams and scheduling of key/milestone deliverables

Expanded and enhanced professional service offerings (project briefs/CV available on request) in the following practice areas:

oCRM implementation and integration

oCommercial Data Warehouse/Lake/Lakehouse operations and integration

oMaster Data Management & Data Governance

2013-12 - 2008-10

Senior Implementation Consultant

IMS Health Inc, Parsippany, NJ, formerly Skura Corp, Mississauga, ON

Key contributor to servicing the client relationship, serving as the primary conduit for client/project team communication

Led strategic/tactical planning and execution of CRM, CLM, and BI system implementation projects for Life Sciences clients (project briefs/CV available on request).

Accountable for

ofull cycle project management, from Initiation (e.g., synthesizing responses to RFP / RFQ / RFI, cost & resource estimation) through Execution, to Close-out (hyper care and transition to Support)

obusiness analysis (e.g. requirements discovery and review, commercial SME)

Effective team leader and valued mentor, with demonstrable results organizing, directing, and coaching team members

2008-10 - 2006-06

Implementation Consultant

Skura Corporation, Mississauga, ON

Key role in CRM implementation and business process improvement/redesign initiatives, with primary accountabilities for business analysis, process improvement, & capturing well-articulated business requirements. Responsible for effective collaboration with an array of stakeholders including business leads, project management, engineers, quality assurance, and trainers

2006-05 - 2003-12

Lead Systems Analyst

Apotex Inc., Toronto, ON

Held an integral role in an extensive 2.5 yr business process redesign program to ensure desktop business systems across enterprise functions (i.e. Clinical, Manufacturing, Regulatory Affairs, Legal) met incoming regulatory standards (CFR part 11, updated GxP protocols)

Led the audit to assess the viability of impacted systems, recommend an appropriate convert/enhance/replace resolution, and held accountability for systems analysis and data migration/ETL to a unified system architecture

Tech & Methodology Toolkit

MS Dynamics 365 tech stack – DevOps, Dynamics, Azure Cloud, Azure Data Factory, O365

SaaS: Omnipresence CXM, Veeva, SalesForce

Data modelling and integration

Jira / Confluence, GitHub / BitBucket, Slack

Agile (Kanban, Scrum, SAFe), Waterfall, PMI/PMBOK framework, Business Process Modeling

Education & Certification

In progress Multi-Cloud Practitioner (AWS, Google Cloud, Azure)

2009-10 CBAP-Certified Business Analysis Professional

2008-10 Veeva Certified Administrator

2007-05 Siebel Analytics Data Warehouse, Siebel Power User

2002-06 B. Commerce: Information Technology Management, Ryerson University

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