Marsha de Souza

About Marsha de Souza

Transition & Project Manager and Senior Business Systems Analyst with over 15 years of experience implementing process re-engineering and automation, breaking down silos and expanding processes enterprise wide, delivering customer focused technology solutions for business user groups, while economizing resources. Experience coordinating complex programs and resource planning across multiple verticals: biopharmaceutical, private investment, real estate development, legal, marketing design agency, nonprofit and event production.Business Systems Analysis • Project and Transition Management • User Centric Design • Performance

Experience

1. Sr Specialist, Global Business Services

   Merck

   Jun 2021 — Present

   Facilitate end-to-end process solutions in service delivery across multiple functional areas including all intake channels and activities, advocating the Voice of the Customer and accelerating the adoption of newly introduced capabilities. • Establish and standardize the management of the demand intake, business analysis and processes and documentation of requirements, business process and technical design flows.• Lead business analyst in requirements elicitation, planning, validating and testing, ensuring stakeholder expectations are met.• Examine processes to be integrated against established technological capabilities of end-to-end service delivery tiers, advising stakeholders of continued improvement opportunities and best practices for customer centric designed processes which lead to significant time or bottom-line savings.• Improved vendor contact management design for Source to Settle, resulting in licensing cost avoidance.Facilitate cross functional changes with stakeholders to support the introduction and integration of new services and processes into ServiceNow. Issue To Resolution, Contact Center Transformation • Facilitated cross functional process changes with stakeholders supporting the introduction, integration and migration of legacy services and processes into ServiceNow, targeting continued improvements.• Led the initiative for implementing the team’s web presence - a marketing, resource and repository tool – to be used by the governing team and the Community of Practice members.• Drove all design elements relating to user-centered interface, content design and information structure, content development, and content management, keeping the voice of the customers and personas in focus.

Education

• University of Southern California

  Bachelor of Science (B.S.), Industrial and Systems Engineering