Summary
Overview
Work History
Education
Skills
Personal Objectives
Areas Of Experience
Languages
Certification
Timeline
Generic
Melissa Lyons

Melissa Lyons

Calgary,AB

Summary

Experienced Business Analyst and proficient ServiceNow user with a strong track record of leading support teams to improve customer satisfaction and optimize operational processes. Skilled at implementing successful initiatives that have significantly reduced response times and efficiently resolved complex issues. Demonstrated expertise in fostering team collaboration and problem-solving, consistently ensuring smooth and seamless operations.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Sustainment Support Lead

Bentley Software
11.2014 - Current
  • Incident and Request Management with the use of Service Now
  • Management of technical changes using Agile module of ServiceNow
  • Develop ServiceNow dashboards
  • Develop ServiceNow knowledge based articles
  • Triage of functional issues
  • Work with discipline leads to manage workload/resources
  • Scrum master
  • Create and perform Quality testing
  • Work closely with development team while testing
  • SAT & UAT (Site Acceptance Testing and User Acceptance Testing) - trainer and facilitator
  • Managed a team of support professionals, fostering teamwork and setting performance goals.
  • Proactively identified potential product flaws through pattern analysis of recurring customer issues.
  • Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
  • Improved customer satisfaction by addressing and resolving support issues in a timely manner.
  • Served as escalation point for critical client issues, working closely with stakeholders to achieve resolution.
  • Developed and maintained relationships with key stakeholders.
  • Streamlined support processes for increased efficiency and better response times.
  • Generated reports to track performance and analyze trends.


Lead Project Admin./Project Controls Specialist

TOYO Engineering Canada Ltd.
09.2014 - 11.2014
  • Developed quick reference guides for existing in-house software
  • Trained new employees on existing in-house software
  • Assist Project management team with daily coordination activities between disciplines
  • Compile discipline information and format reports
  • Transmit documentation through document control management system
  • Assist team in change management by creating trend alerts, trends and finalization of budgets
  • Assist in maintenance of manpower forecasting and authorization of personnel to the project for both home office budget and site budget
  • Lead project admin team in coordination of roles and responsibilities

Site Assistant

Beumer Group
06.2014 - 09.2014
  • Assist Project Manager with updates to schedule and coordination with client schedule team
  • Developed and maintained physical construction progress with daily on-site inspections
  • On site physical progress management
  • On site logistics coordination of materials arriving from overseas and inventory management between multiple storage locations
  • Assist Site Manager with construction coordination

Various Positions

CH2M HILL
09.2010 - 05.2014
  • Assist in implementation of new document control/project controls tool, WRENCH
  • Provide training and desktop support for WRENCH
  • Provide insight to assist in development of policies and procedures which are then implemented into WRENCH
  • Assist and participate in the development of the SharePoint portals for the program(s) where required and publish any and all Work Instructions, Workflows and other LCI Team outputs as published
  • Maintain published repositories of the work instructions, standards, processes and workflows
  • Assist and participate in the development of the SharePoint portals for the program(s) where required and publish any and all Work Instructions, Workflows and other LCI Team outputs as published
  • ERoom (Statoil document collaboration site) training and oversight on behalf of the client, along with administering access to the Statoil Network in regards to security FOBS, Access I.D.'s

Education

IT BA Certificate -

02.2025

ITIL Certified -

12.2023

Skills

  • Skilled in Microsoft Productivity Tools
  • Proficient in ServiceNow
  • Service level agreement management
  • Team management
  • Escalation handling
  • Remote support
  • Customer engagement
  • Training and coaching - onsite and remote
  • Bentley Project Wise Administrator/Power User
  • Bentley ALIM Trainer

Personal Objectives

A professional, yet creative individual. Proven ability as BA to gather requirements, develop processes and workflows, leader of a functional & technical support team, provide deskside support, create training materials, train end users and trainers.

Areas Of Experience

  • Sustainment Support Lead
  • Scrum Master
  • ServiceNow User
  • Business Process Consultant
  • Project Management Coordination and Collaboration
  • Lead Trainer/Train the Trainer

Languages

English
Full Professional

Certification

  • ITIL Foundations Certification
  • IT BA Certificate (ongoing)

Timeline

Sustainment Support Lead

Bentley Software
11.2014 - Current

Lead Project Admin./Project Controls Specialist

TOYO Engineering Canada Ltd.
09.2014 - 11.2014

Site Assistant

Beumer Group
06.2014 - 09.2014

Various Positions

CH2M HILL
09.2010 - 05.2014

ITIL Certified -

IT BA Certificate -

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Melissa Lyons