Nancy - Consultor de negocios con amplia experiencia en análisis estratégico y transformación digital

Leading Incident, Problem and Change squad under Agile Practices, Performing BAU data analytics, Analysis and performance of KPIs related to Service Level Agreements (SLA) (Daily and Monthly basis), Financial (RU (Resource units) , Labor & Non Labor): Analysis & Reporting (Monthly basis), ServiceNow ticketing tool reporting: (Dashboards & queries for data analysis, networking with other squads (Delivery)), Client facing - Understanding client's needs, Status of health service, continuous improvement plans, measurements, issue logs, negotiations, etc., Networking with different delivery squads, service delivery squad leaders and DPEs (delivery executives), being a single point of contact to drive IPC processes in the correct way, reducing issues and improving processes, sharing tips and recommendations of ticket handling, escalations, preparing "kanban boards" so they can check the ticket status of their squads, etc.

KPI Dashboard Analysis: Request exception to the teams about metrics where those do not achieve the target established for Midrange and Mainframe services., Control of exceptions presented by the teams, Create final decks or presentations for Midrange & Mainframe with all the metrics established and the correct exceptions, Lead the meetings with customer and IBM to present the final deck of each executive meeting, Analysis of backlog, SLA and control of information provided by the ticketing tool of the customer Service Now and TPC

Moving services of SCS from Dubuque / Canada to India, Argentina or Brazil, Receive the requirements to provide an SCS team to perform the transition, Provide engagement questions to be completed by the requester so I can be informed which service is going to be needed, how many tech-spects the account manages, etc., Calculate FTEs per service so I can request the creation of the correct PMPs to start the transition process, Follow up with the DPEs about CBC, DOU, CP and PDR approvals, Schedule meeting for the KT sessions of the different accounts in progress, Control and follow up the action points related to each KT session meeting, Follow the KT checklist and ensure that any topic included in that file is completed to finish the transition with all topics reviewed, Remove or add accounts into the SCS Account list, Update account focals and SCS teams during a KT transition phase with the new information

Perform role as a SPOC (Single point of contact) for any issue related to change management processes for domestic accounts, Monthly Claim/financial analysis of all accounts regarding service provided by the team for each one, Periodical controls over the processes approved of each account, Control over IPC Managers and Change Coordinators about Change Management implementation, Backlog control , follow up , reminders, etc, Failed changes control and analysis as well as failure classification, Provide custom training to technical teams as well as the different customers about change management process, NCIs , IRCAs & RCA creation/approval, Hosting meetings with technical teams about failed changes to ensure process is well done implemented, For Internal accounts (big projects), acting as a Project Manager to ensure planification of changes have been performed correctly to avoid future issues, ensure change management process is well done used, work with the teams about doubts on how to use the process, Work with a transition team to move change management services of accounts like IGA Mexico, Brazil, Norte from original countries to Argentina, Create/Maintain Management Systems for different services/towers of our competency, use of issue logs, etc., Work as a SPOC in change projects to guide the technical teams to avoid process issues or planification issues in order to help the teams to fix problems in projects, Work with service delivery managers of the different domestic accounts to help on usage of process of change mgmt , show global metrics, demonstrating control over the account reviewing issues to reinforce the use of process in the technical teams

Consolidation of monthly server information, using original data reported by customers to work on billing invoices/retro invoices, etc., Variable analysis of servers data to recover information and find mistakes on information declared to fix billing invoices, Perform billing analysis for Manulife Financial accounts under different resource units., Perform analysis of issue log provided by customer, Keep constant relationship with customer to review improvements and to avoid issues during billing process

Transitions documentation management, Claim(labor hours) control, Documentation process revision & control, SRM performance & control, Availability revision of the team activities, Internal / External audit response (IPC Global & Domestic), Productivity metrics performance (KPI dashboards), Management System control, Work as a kind of transition manager in order to move projects from Argentina to other countries or from other countries to Argentina.

Manage of transitions documentation, Claim control, Documentation process revision & control, SRM performance & control, Availability revision of the team activities

Revision of process and procedures in QMX, Checking due date of processes, Perform monthly reports of actual position of people on each team, Maintenance of Compliance Web Tool

Analysis of servers information, Database administration, Approval or rejection of server’s requests., Billing and financial reports

Transfers of transactions taxes done in many CITIBANK currencies and responsiveness in Canada, USA, Europe and Asia., Verification and tracking of transaction information as well as the investigation process., Diary analysis and control of common interbank investment finance., Diary accounts reconciliation.

Invoice and credit/debit notes making-up under Management Tango Application – Sales., Certificates Analysis and making-up to REPSOL YPF S.A. and PETROBRAS ENERGIA S.A., after its approval, the billing., Making-up and control of worksheets (in/out control forms of tracks)., Appropriate, on going, certified and finished Works control., Billing and recovery control.

Sales registration under “Holistor application (Windows y D.O.S)”., Profit settlement under SIAP application, Goods settlement under SIAP application, VAT settlement under SIAP application, Monthly and bimonthly Gross receipts settlement.