Business Relationship Manager
Shared Services Canada
Total years of experience :16 years, 4 Months
• Cultivate and maintain strong relationships with key stakeholders across various business units to understand their needs and priorities effectively.
• Conduct comprehensive assessments of business requirements and collaborate with stakeholders to translate needs into actionable IT initiatives and solutions that align with organizational goals.
• Lead cross-functional teams in the delivery and implementation of IT solutions, ensuring seamless coordination and timely delivery within scope and budget.
• Identify and mitigate potential risks and compliance issues related to IT service delivery
• Drive continuous improvement initiatives to enhance the efficiency, effectiveness, and agility of IT service delivery processes
• Communicate with stakeholders to provide updates, gather feedback, and address concerns in a timely and transparent manner, fostering collaboration and alignment
Lead and motivate a team of 10 members to foster productivity and creativity, resulting in improvement in team performance.
Collaborate with cross-functional departments to resolve issues related to BMC Digital WorkPlace (DWP), ensuring seamless operations.
Deliver high-quality client service and maintain strong partnerships with internal and external stakeholders.
Advise managers, colleagues, and clients on IT issues, proactively finding solutions to critical incidents.
Prepare and deliver presentations to managers and executives, effectively communicating technical concepts.
Create and maintain comprehensive technical documentation to support software systems.
Ensure timely delivery of IT tickets and incidents according to SLAs, meeting or exceeding performance targets.
Provide expert technical guidance and mentorship to team members, promoting continuous learning and development.
Stay up to date with emerging technologies and trends, incorporating innovative solutions into operations.
Implemented strategic initiatives to enhance team efficiency and align IT operations with organizational goals
January to December
Business / IT Analyst - Shared Services Canada
Manage and update the Serving Government Service Catalogue website, ensuring accurate and timely information for clients.
Gather and analyze business requirements for various Statistics Canada collection systems, facilitating successful system enhancements.
Collaborate with partners to elaborate on functionalities and coordinate development, optimizing system efficiency.
Guide project teams in understanding and implementing new functionalities and processes, enhancing project outcomes.
Manage and keep the Serving Government Service Catalogue website updated
Gather and analyze business requirements for various Statistics Canada collection systems
Collaborate with partners to elaborate functionalities and coordinate their development
Help guide project teams in understanding and implementing new functionalities and processes
Provide input into the prioritization of new functionalities for the collection system
Prepare training materials on new functionalities and present them weekly
Write in depth documentation for new functionalities on confluence;
Provide recommendations for the development of functionalities
Verify that completed elaborations meet business requirements.
Elaborate deployment work plans and operational implementation strategies
Participate in the definition of the resource requirements, priorities, deployment schedules and linkages across projects
Develop the technical approaches within the established release framework.
Conduct consultations and ensure collaboration with clients, the various IT teams, colleagues and other stakeholders
Guide the implementation of new provisioning requests
Manage the Lifecycle projects for all Administration and Political staff
Participate on various committees and work groups) to provide technical expertise
Provide advice on end-user computing technology projects and deployment requirements
Liaise with other teams and stakeholders to fix issues and provide the best service to clients
Maintain relationships with colleagues and clients
• Manage and supervise technical support staff
• Prioritized incidents and requests based on their urgency and severity
• Managed and handled sensitive situation as well as escalations with professionalism and appropriate business acumen
• Exposed business cases and proposed suitable solutions to senior management
• Provided in person services to the Speaker, Minister, MPs and other high-profile clients
Worked with a remote team to keep projects and client support running
Provided support in the House of Commons Call Centre and Data center
Provide day-to-day personalized technical assistance and advice to Members of Parliament, House Officers and House Administration executives
Support clients’ IT requirements from a defined client service area to ensure proximity and individualized service for drop-ins in answering questions, receiving and delivering devices
My duties require me to act as first responder to client requests for IT services and technical assistance
Communicated and demonstrated new technology, survey and identify preferred configurations, monitor
implementation
Implement technical solutions and ensure corrective action by other IT support groups
Conduct follow-up visits with clients
Planned and conducted Business Analysis for a laptop project for 338 Members of the Parliament
Prepared a database of all existing equipment
Configured and installed computers for high profile clients
Conducted meetings to identify evolving business needs and improve client’s work
Communicated with the Members Of Parliament to discuss their hardware needs and provided expert advice on hardware as well as software use
Provided advice to clients in relations to hardware and their use
Configured systems for House of Commons clients and administration personnel
Provided coaching sessions to clients
Prepared inventory, workflow and database reports for management
Implemented new technology solutions for House of Commons staff
Prepared reports outlining technical issues and steps taken to resolve problems