Laurie Union, LSSBB, PMP, MBA, SCRUM, ITIL V* Master

Los Angeles, CA 858-***-****

ads6az@r.postjobfree.com

Sr Knowledge Management Process Architecture Program Management

Experienced knowledge manager and IT Infrastructure Library (ITIL) expert with deep experience in knowledge program development and management across diverse industries. Build knowledge strategies for support organizations to position teams for growth and success, creating internal knowledge bases as well as customer facing content utilizing Knowledge-Centered Services (KCS). Interface with clients to assess needs and develop products and programs to fit unique organizational requirements. Translate technical information to communicate effectively with all team members. Innovate process improvements to enhance efficiencies and functionality. Foundation in SaaS knowledge product development. Areas of Expertise Include:

Service Level Agreements (SLAs) Service Catalogue Development SaaS Product Development Service Management

Project Management Product Development ITIL Process Design & Management Change Management

Work Experience

Genesys – Remote/Los Angeles, Ca. 4/22 – Present

Large software Cloud company supporting a b2b selling model. Their customers use journey orchestrated AI to create chat bot experiences and use empathy as a foundation for all they do. supporting 7,000 B2B and Large Banks, enterprises, etc.

Knowledge had failed in many rounds with a lack of top down approach. We had made great gains in this direction and began improving workflows in salesforce and supporting knowledge Einstein both for internal and moving toward setting up Einstein Bot with Coveo externally. Tableau and Salesforce dashboards provided insight to managers and agents while using knowledge to support cases. The goal this year until the layoffs was to drive toward a deflection model using bots, journey and search bots to support the various customer types as we moved toward self-service support where possible. The company strategy changed in October to cut back to one product line and layoffs were massive. Knowledge is stalled at this time. My team and I were unfortunately impacted. Here are some excerpts from team members and my two employees that reported directly to get a feel for our ability to get things done.

TriNet – Remote/Los Angelos, Ca. 3/21 – 4/22

Large PEO supporting 18,000 customer companies and 345000 worksite employees. Strategic Initiative to Build a knowledge management program to reduce call volume and deliver self-service knowledge for customers that choose to self -help.

Knowledge Management KMO Leader

Built out an internal Knowledge solution with Adoption tracking, goals and metrics for colleagues working with customers. Goal was to also kick off self-service knowledge and it is in process. Initial Internal project incorporate Salesforce Lightening Cloud and Salesforce Communities Cloud. Further development to use apis to generate a human like knowledge and chat interface is under way. (Salesforce, Einstein, add on api tools)

Developed and implemented infrastructure to gather and leverage new knowledge. Created template within Salesforce to simplify knowledge article creation. Trained team members on how to write knowledge articles, teaching structure using steps to solve; coached to resolve knowledge creation and documentation issues. Generated knowledge report to check articles for completeness. Evaluated contributors to delegate publisher and reviewer roles to streamline process and ensure quality.

Developed process and knowledge lifecycle governance. Developed business plan to hire a Knowledge Team to support the highly legal relevance of knowledge throughout the process. Working with compliance and risk officers along with legal to insure customers are never given wrong or out dated information. Launched the Knowledge Management Office with stakeholders across the organization to help drive People, Process and Technology decisions for knowledge management.

·Led successful implementation that empowered users to write and contribute knowledge

·Adoption Roadshow to all manager team meetings for over 1200 internal people using and collaborating on knowledge to support customers.

·Achieved KPI improvements for case handle time down 3 % in the first quarter of roadshows

·Facilitated organizational change management building knowledge into the quality process and goals for the year - adoption and use criteria. Created adoption reporting to monitor and track teams and individuals

Becton Dickenson – Remote/San Diego, CA 3/20 – 3/21

Multinational medical technology company that manufactures and sells medical devices, instrument systems, and reagents and provides consulting and analytics services.

Knowledge Management Consulting

Consulted with Becton Dickenson (BD) to create knowledge program utilizing products Salesforce to improve average handle time. Defined KPIs around knowledge creation. Assessed knowledge base to gain understanding of existing resources. Mined data to identify recurring issues, performing gap analysis in collaboration with internal product experts. Delivered KPI and progress reports to senior leadership.

Developed and implemented infrastructure to gather and leverage new knowledge. Created template within Salesforce to simplify knowledge article creation. Trained team members on how to write knowledge articles, teaching structure using steps to solve; coached to resolve knowledge creation and documentation issues. Generated knowledge report to check articles for completeness. Evaluated contributors to delegate publisher and reviewer roles to streamline process and ensure quality.

Developed process and knowledge lifecycle governance. Determined when new articles supporting new products should be created and who should be responsible. Coordinated with team to identify and fill gaps in new knowledge base following implementation, growing knowledge base incrementally. Implemented procedures for article review to ensure quality and up-to-date information. Introduced knowledge lifecycle management process, requiring periodic reviews of all articles. Equipped team members to train others on knowledge program processes and procedures to create program sustainability.

·Led successful implementation that empowered users to write and contribute knowledge within 8 weeks.

·Drove 91% adoption rate among 300 people within 6 weeks.

·Achieved KPI improvements around case-handle time and steps to improvement.

·Facilitated organizational change management to equip employees to cope with changes and manage time efficiently to contribute to knowledge program.

KnowledgeBroker, Inc. – Remote/Reno, NV 2017 – 2020

Leader in desktop computer support and knowledge base creation; provides clients with cost-effective tools to improve incident resolution and reduce call time.

Knowledge Product Manager

Guided development of self-serve knowledge platform for end-users, serving as SCRUM leader throughout Agile development process. Engaged with off-shore team for development and defined user interface to create front end, facilitating use by small organizations and their customers. Validated user stories. Briefed leadership on progress. Managed relationship with host firm, Azure.

DXC Technology Hewlett Packard (HP) Hewlett Packard Enterprise (HPE) 2003-2017

Technology services organization providing end-to-end IT services that empower customer to harness power of innovation to drive change management; formed in wake of HPE separation from HP and subsequent merger with DXC.

Senior Consultant Program Leader, 2008-2017

Managed information technology, service management, and knowledge management projects for clients that included:

·NASA // Rancho Bernardo, CA, 2011-2017: Served as program suite owner and manager for information technology service management (ITSM), overseeing all incoming and outgoing integrations. Managed team of 7. Directed all ITIL programs and processes, including incidents, change, knowledge, problem solving, and service requests.

oCreated and implemented knowledge management program to support all back-office technology. Provided support to change manager on all knowledge-related issues. Built out ITIL processes; conducted trainings on all ITIL processes and created KCS training for knowledge program. Documented known issues, oversaw development of knowledge to fill gaps, and ushered through change control.

Grew knowledge program and problem management component to include regular updates and facilitated consistent use, enhancing efficiencies, and improving problem solving processes.

oEngaged with customers to understand needs and translated into Agile SCRUM user stories. Integrated stories into development process sprints and executed releases every 2 weeks, with heavy emphasis on automation to streamline processes. Earned buy-in from senior leadership and change management board.

Drove $300K in annual savings by automating back office vendors and internal processes.

oDeveloped and implemented service request catalogue, defining requirements and updating supporting information for standard and custom orders. Utilized Agile group development to manage process.

oSupported software releases, including security patch, and conducted risk assessments, updated knowledge base for each update.

·Navy Marine Corp Intranet (NMCI) // Rancho Bernardo, CA, 2009-2011: Directed knowledge program and software information technology platform, serving as process guide. Reported to senior leadership on KPIs and program progress.

oDesigned and implemented knowledge program, activating support for existing modules. Assessed knowledge needs and process requirements. Collaborated with developer to design process within available tools. Trained staff to build and leverage knowledge articles.

Facilitated 30% reduction in time required to resolve cases.

oCreated online and backend service request fulfillment tool; evaluated common request types, prioritized improvements, coordinated implementation, and conducted trainings to maximize tools.

oReduced costs by $1.2M by introducing knowledge program and service request catalogue improvements.

·Eli Lilly // Indianapolis, IN, 2008-2009: Oversaw all ITIL processes, originally contracted to oversee knowledge exclusively and gaining oversight of 4 other areas during contract. Drove big-picture process development; converted requirements into practical solutions and engaged with client to coordinate implementation.

oImplemented knowledge solution, building out tool and incorporating enhancement requests, Trained users and functioned as interim knowledge manager. Improved incident time KPI.

Additional Experience:

INXIGHT Software // Sunnyvale, CA, Senior Product Manager, 2000-2003

Developed knowledge mining technology utilized by federal government in anti-terrorism initiatives. Performed fact-finding and troubleshooting work for government agencies. Developed taxonomies around key intelligence and knowledge areas for government and biomedical clients, including Johnson & Johnson, AstraZeneca, and Pfizer.

Breakthrough Software // Sunnyvale, CA, Senior Product Manager, 1999-2000

KLA Corporation // Milpitas, CA, Senior Product Manager, 1994-1999

Education

Stanford University, Stanford, CA

Executive Master of Business Administration in Capital Equipment & Business Administration

Worchester Polytechnic Institute, Worchester, MA

Bachelor of Science in Chemical Engineering

Assumption College, Worchester, MA

Bachelor of Arts in Chemistry Bachelor of Arts in English

Certifications & Professional Training

Security Clearance Secret Active

SCRUM Master, Agile Methodology

KCS Certified – Knowledge Management Certification

Project Management Professional (PMP) Certification

Waterfall Methodology

Information Technology Infrastructure Library Expert for IT Service Management (ITIL)

Lean Six Sigma Black Belt

Microsoft Office Suite, Microsoft Project, & Microsoft Visio

Technical Skills

Software Knowledge: Microsoft Office Suite, Microsoft Project, Microsoft Visio, Salesforce

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