Business Program Manager

Microsoft, Redmond, WA 2006-2022
Business Program Manager 3/2019 – 10/2022
Revel Consultant - Microsoft 10/2012 – 3/2019
Excel Data Consultant Microsoft 2006 - 2011

Services Product/Change Manager and Subject Matter Expert.

• Work with the Business Excellence Operations (BEO) Project Management Office (PMO) to create a new release and change management model for BEO organization.

• Developed communication governance plan on communication cycle to users to provide updates on all releases and organizational changes.

• Work with Change Management Team on Hypercare/Office hours on capturing users’ feedback and questions. Raising those through a war room for bugs and problem management. Communicate findings to the leadership team as awareness.

• Created a release newsletter to communicate changes to field users.

• Coordinated monthly release management of all change requests for Changepoint, and MRF2.

• Facilitate training as needed on changes where training was required.

• Worked with partner teams (Aurora (SAP), Premier, SAP, MS Expense) on possible impacts on partner systems.

• Partnered with the Microsoft Compliance team to move Changepoint (engagement mgmt. tool) to be SOX compliant with User access.

• Partnered with corporate and local tax teams to manage tax configurations for Changepoint to ensure compliance with local government statutory requirements.

• Product release management: gathered, reviewed, and verified requirements for changes to software as requested by field operations around the world.

• Worked with the development team based in India to implement the changes.

• Prepared all Business Requirement Documents to define the changes requested by the regional leads.

• Write and prepare scripts that will be used during User Acceptance Testing conducted worldwide for changed on a quarterly release schedule.

• Participated in complete End-to-End testing.

• Created and maintained SharePoint Change Management for Changepoint and MRF2

SAP:

• Worked as part of the transformation team at Microsoft to move from Changepoint to SAP for managing engagement and invoicing.

• Defined requirements for billing and invoicing in SAP and worked with SAP engineering team to implement them.

• Partnered with the finance team to ensure requirements were in alignment with accounting principles and regulations.

• Validated compliance with taxes and invoicing calculation/formatting globally and for US public sector invoices.

• Moved to a supporting role with the AnswersHub team after the transition and worked as an SAP security role owner for different roles in both commercial and US public sector SAP security roles.

• Reviewed and signed off on all business requirement documents approving any changes made to SAP regarding security roles.

Issue management: High-level tier support for Changepoint and be the escalation point of contact for GESO team on any escalations. Take ownership and drive the issue to closure with the support team.

• Extensive knowledge of the use of the ticketing process for ServiceNow, which is the tool that Microsoft uses for creating support tickets.

• Led an evaluation of the SPM module in ServiceNow and MS Dynamics Customer Service for the AnswersHub team, the support group for Microsoft Services

• Conducted a deep dive into both tools and reported findings and recommendations to leadership.

• Analyzed any escalated issues that arise in day-to-day operations or month-end close.

• Acted as a liaison between IT and the field offices on issues; communicated regular updates on issues.

• Developed and analyzed a wide range of ad hoc reports used for business analytics, billing issue resolution, and to help develop business processes.

• Created and maintained SharePoint site called TRIP - Tracking Repository Invoice Process - to ensure adherence to ESAP Compliance, improved invoicing process productivity, and reduced the event of customers not receiving invoices. Streamlined workflow with auto notification and centralized storage of all documents related to invoicing.

Key Outcomes:

• Automation: Drove and implemented the strategy to move 55k users from an email-based request system to a virtual agent. Created a ‘one-place to go’ for support, simplifying the field-support experience.

• Automation: Partnered with Content Lead to shift user-education-based inquiries to self-help resulting in savings by eliminating ticket volume.

• Developed and executed the strategy for Complex Deal / Account support focused on Top Tier accounts. Subsequently scaled the service to manage all Complex queries for the AnswersHub service.

• Built the strategy and managed a high-performance team of 25 specialists who solve complex business and technical problems and can enable business insights to Senior Leaders on key improvement areas to simplify tools and business processes.

Honors & Awards
SBO Peloton Award Jan 2021
SBO Laces Award May 2021
SBO Peloton Award May 2021
OneMXPA Connected Solutions Award Jun 2022