Jennifer Nicks

Manage the end-to-end process of change management within the Digital Services Office (DSO) of the Office of the Chief Information Officer for a government agency. Use HP Service Manager tool to manage and track change requests, approvals, and implementation.

Developed and implemented a human-centered approach to Change Management, with a focus on increasing care for associates. Created an onboarding migration process for Supply Chain transformation and utilized the Onboarding Passport to streamline the process.

Provided leadership advisory for medical device rebranding projects, ensuring program oversight and supply chain best practices for production readiness, driving process standardization, leading communication and change management activities.

Utilized PMP processes and Six Sigma Green Belt to lead process improvement projects within Workforce Management Administration. Managed scope and requirements for special projects, ensuring GDPR compliance, and improving audit tracking.

Provided remote global project management to the Centre of Expertise to ensure consistent quality metric performance planning. Acted as a WFM Business Partner, providing consulting and advice to various campaigns to ensure workforce operational health through forecast simulations.

Managed and monitored new and existing departmental relationship by conducting fundamental leadership business process analysis and made recommendations from results to ensure strategic training goals. Used Smartsheet to automate processes, facilitate project management and enhance collaboration solutions for stakeholders.

Managed departmental service level and established the alert process associated with center thresholds. Coordinated efforts of Customer Service departments to achieve service level goals while managing customer call volume.