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Spicer
Email: jean@webmations.com
Linked In Profile: http://www.linkedin.com/in/jeanspicer
Phone Contact: 208-880-8226
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Professional Overview
Skilled Project Manager with experience in Operations, Service Management, Knowledge, Business Processes and
Content Management
Skills reflect a broad-based range of proficiencies reflecting leadership qualifications, coupled with technology, project
management, operational and process engineering expertise
Results-oriented, focusing on formulating, implementing and sustaining advanced technology and business solutions
to meet a diversity of needs
Solid record of delivering multiple business strategy and mission critical projects on time and under budget. Team
based management style and excellent interpersonal communication skills
Specialties: project management, business engagement, process engineering, business analyst, knowledge
management, program management, release management, ecommerce, content management, education, service
management, test management and data warehouse implementations
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Facilitate project meetings and workshops as needed to track and manage progress of project objectives,
milestones and deliverables. Manage issues, escalations and resolution.
Ensure project communications are sent timely as appropriate to stakeholders and the project documentation is
maintained. Provide regular communications of project status to project sponsor.
Provide project progress and updates on PMO dashboard and attend PMO meetings.
Delivered successful design, documentation and implementation of Knowledge Management processes best
practices and standards. Defined knowledge taxonomies, change control, document management and knowledge
libraries (repositories).
Identified functional requirements and submitted change requests to achieve KM system enhancements, and
issue corrections. Worked closely with IT teams and stakeholders through development, testing and completion to
ensure requirements met expectations.
Collaborated with client and HP account leadership to recommend KM improvements, strategies and solutions.
Drove continuous process improvement.
Advocacy, training, and education of Knowledge Management principles and processes to institutionalize
Knowledge and Content Management practices to end users, content owners and technical subject matter
experts (SMEs)
Manager of a dedicated team of Knowledge Managers who were responsible for maintaining Service Manager
Knowledge library. Provided resources to create and update Procedural documentation posted into the controlled
document library (Quality team). Defined knowledge onboarding and offboarding processes and allocated
Knowledge Manager resources to participate in such projects.
Leadership of the content authoring and subject matter expert communities to adopt and support knowledge best
practices and processes. Ensured development and delivery of KM training
Monitoring of metrics and trends in Knowledge Management, benchmarks performance and creation of plans to
address and resolve gaps.
Participate in Leadership Dashboard and Component Lead meetings. Ensure delivery to contract defined SLAs
and KPIs
Defining operational and application strategies. Project management of project work such as data flow mapping,
cross-functional forums, development of a data warehouse reporting solution and issue case investigations and
solutions
Developing business and functional requirements, managing requirements prioritization, writing and submittal of
change requests, close engagement with technical team during development and delivery of solution
Creating use cases and test scripts for UAT. Leading UAT of business end users and ensuring acceptance of
solution. Facilitating go/no go release meetings.
Performing release management activities including scheduling, cross-functional alignment, contingency plan,
facilitation of go/no go release meetings and dissemination of stakeholder communications
Facilitated business users and technical team meetings
Developed and documented operational process documentation and training documentation. Measured and
tracked metrics and applied continuous process improvements. Established SLAs with key partners.
Managed critical issue escalations to ensure successful resolution
Reported and presented operations and project status dashboard in weekly PMO meetings
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Developing business and functional requirements, managing requirement prioritization, writing and submittal of
change requests, close engagement with technical team during development and delivery of solution
Participating in UAT testing. Development and delivery of end user training. Creation and maintenance of process
documentation.
2003-2004
Managed and led projects to improve total customer experience of consumers accessing the HP.com external
web pages. Engineered process improvements to the NA Service Delivery Operations organization. Collected
consumer feedback and analyzed to derive business requirements to improve the customer usability of web
portal pages.
Knowledge Management Engineer
2001-2003
Developed and implemented process best practices and standards, continuous quality improvements, closed
loop feedback processes, measures and metrics for content and knowledge management. Developed content
workflow and content lifecycle processes. Identified business requirements and submitted Change Requests
for system enhancements, issues and defects. Managed team of Technical Writers. Led key knowledge
management projects such as developing a knowledge portal for offsite engineers.
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Education
Certifications
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