Julienne Boylan

Change, Incident and Problem Management

• Established strong relationships with stakeholders, promoting collaboration and building consensus on key decisions.
• Ensured I was familiar with industry standards, best practices and built them in.
• Created all documentation from Visio process maps to supporting documentation and the relevant reports, which included built-in Qualitative and Quantitative metrics.
• Developed training materials and held training sessions; coached 1:1 and was available to answer one-off questions. Also managed the completion of Change Management training from Enterprise Change for the whole department.
• Shifted BMA's reputation and performance from often missing Enterprise Change & Incident KPI's to consistently exceeding them.

• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
• Facilitated requirement gathering workshops, resulting in clear BRD's providing functional and non-functional requirements.
• Created processes, process models, diagrams and charts using Visio to provide guidance to project team members &/or business users.
• Led the BMA Technical Operations Automation Program. Intake of small-scale automation business requests for Agile development.
• Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.

Strategic analysis for the Shaw Go Wi-Fi network, which was the most significant greenhouse program at the time.

• Defined the approach to assess location selection for Access Point (AP) placement.
• Developed the online tools and processes used by the team who searched for and negotiated AP placements.
• Designed custom dashboards and reporting templates tailored to stakeholder needs, enhancing visibility into key metrics and trends.
• Completed in-depth ad hoc analyses on competition and industry trends.
• Oversaw the cross-departmental budget from 2012-2015.

• Streamlined project management with effective communication and collaboration across cross-functional teams.
• Supported software development projects by defining clear functional/non-functional requirements and effectively communicating them to technical teams.
• Ensured compliance with industry regulations by conducting thorough risk assessments and implementing necessary controls.
• Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
• Facilitated change management initiatives, ensuring smooth transitions during organizational transformations. Especially in the areas of CRM and other Marketing functions.

• Developed business pipeline using cold and warm techniques.
• Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.