Global Intranet Lead at ERM (2023-10 – 2025-08)
I worked in the Global Communications team and was responsible for the management and ongoing development of ERM's SharePoint Online global intranet, Minerva which is accessed by 8500+ employees. Working to enhance knowledge sharing and collaboration across the global business as well as drive employee engagement through multiple channels.
- Redesign of the homepage to better support and engage our employees.
- Managing changes to the intranet following the roll-out of ERM's new visual identity.
- Supporting the transition of two intranets into the company following acquisitions.
- Upgrade of Yammer to Viva Engage and the transition of videos from Stream to Stream on SharePoint.
- Liaising with IT to plan for and implement enhancements and upgrades to our platforms.
- Providing engagement analytics for senior management & key stakeholders using SharePoint analytics and 3rd party tools (Tygraph & Swoop Analytics).
- Creating governance documents, SLA and guides for SharePoint & Viva Engage to promote and support usage of our platforms.
Intranet Advisor at ERM (2014-01 – 2023-09)
- Working closely on projects with key stakeholders to understand their requirements and to investigate and provide effective solutions.
- Managing support tickets to ensure service requests and incidents are resolved in a timely manner.
- Providing ongoing support and training to the global network of more than 120 site managers and ensuring governance and best practises are observed.
- Enhancing engagement and support with them via regular webinars, a Viva Engage community and the development of training videos and document.
- Liaising with 3rd line support to ensure escalated issues are resolved.
- Creating automated solutions using Workflows in SharePoint Designer and Flows/Power Automate.
- Assisted on the project to upgrade the intranet platform from SharePoint 2010 to SharePoint Online.
SharePoint Business Application Analyst at SABMiller (2012-05 – 2014-01)
Working in the IS application management team, supporting and maintaining applications hosted on SharePoint 2007 & 2010 platforms.
- Liaising with 3rd party vendors to proactively drive effective resolutions of incidents, bugs and to ensure enhancements are created to stakeholder requirements.
- Working with project managers, support vendor and developers to successfully transition new applications into BAU support.
- Training Site Owners in individual and group classroom setting.
- Creating various documentation - SLA's, Service Support Guides, Governance documents, user guides.
TNSInfo Senior Support Executive at TNS Global (2006-09 – 2012-04)
- Support lead for the global client extranet hosted on SharePoint 2007.
- Overseeing two support executives to ensure they complete tasks and support requests to resolution.
- Workstreams leader on 18 month project to migrate global client extranet site to SharePoint.
- Managing our automated testing team who are based overseas, to ensure they create testing robots which meet our specific requirements.
- SharePoint training leader – providing training to individuals and groups of users across all global business units via Webex sessions and face-to-face in local countries.
Delivery Services Analyst at TNS (2004-10 – 2006-09)
- Supporting various market research applications.
- Logging calls, escalating queries and resolving to completion.
- Providing support to both clients and internal users.
Market Research assistant (temporary) at TNS (2004-04 – 2004-10)
- Creating Excel reports, PowerPoint presentations, data checking, and responsible for the smooth running of an online project.
Customer Care Advisor at Allen & Allen Insurance (2002-02 – 2003-07)
