Kristen Riddle

As the Director of Engineering for Enterprise Service Management (ESM) at Trundl, I lead the engineering team in delivering comprehensive service management solutions, primarily focusing on Atlassian products like Jira Service Management. My role involves strategic leadership, client engagement, and the design of scalable, enterprise-level solutions that enhance service management processes.

As an Atlassian Solution Architect at Trundl, I was responsible for designing, implementing, and optimizing customized Atlassian solutions for clients across various industries. My role required deep technical expertise in Atlassian products, along with strong problem-solving skills to address complex challenges in project management, collaboration, and enterprise service management.Key Responsibilities:Solution Design & Implementation:Designed and architected Atlassian solutions tailored to meet client-specific needs, including Jira, Confluence, Bitbucket, and other Atlassian tools.Led end-to-end implementation of Atlassian products, ensuring seamless integration with existing systems and processes.Client Engagement:Collaborated closely with clients to understand their business objectives and pain points, translating them into effective technical solutions.Provided expert consultation on best practices for Atlassian tool usage, customization, and optimization.Technical Leadership:Served as the technical lead on multiple Atlassian projects, guiding the engineering team in delivering high-quality solutions.Conducted workshops, training sessions, and hands-on demonstrations to empower clients with the knowledge to effectively use Atlassian tools.Process Improvement:Evaluated and improved clients’ project management, development, and service management processes using Atlassian products.Developed and implemented automation solutions within Jira and Confluence to streamline workflows and enhance efficiency.Integration & Customization:Customized Atlassian tools to align with clients’ unique workflows, including custom scripts, add-ons, and integrations with third-party systems.Designed and implemented integrations between Atlassian products and other enterprise tools like ServiceNow, Microsoft Project, and Slack.Key Achievements:Successfully delivered multiple large-scale Atlassian implementations, resulting in improved project visibility, collaboration, and efficiency for clients.Developed custom scripts and integrations that significantly reduced manual work and improved data accuracy across client organizations.Led training and knowledge transfer sessions that empowered clients to manage and optimize their Atlassian environments independently.

Planned and Executed PI Planning: Spearheaded the planning and facilitation of Program Increment (PI) planning sessions for a large IT department, aligning cross-functional teams to ensure cohesive strategy execution and goal alignment.Agile Coaching and Scrum Mastery: Provided Agile coaching to teams, driving the adoption of Scrum principles and practices. Acted as a Scrum Master, removing impediments and ensuring the effective implementation of Agile methodologies.Atlassian Tooling Administration: Managed and administered Atlassian tools, including Jira and Confluence, to support Agile project management and collaboration. Customized workflows, dashboards, and reporting tools to enhance team productivity and transparency.Cross-Functional Collaboration: Collaborated with stakeholders across the organization to ensure Agile practices were aligned with business goals and objectives, fostering a culture of continuous improvement and adaptive planning.Performance Monitoring: Tracked and analyzed key performance indicators (KPIs) to measure the success of Agile initiatives, providing data-driven insights to optimize team performance and project outcomes.

Client Onboarding and Implementation: Led the end-to-end implementation of healthcare solutions, guiding clients through the onboarding process, and ensuring the successful integration of Lumeris' platforms with their existing systems.Project Management: Managed multiple implementation projects simultaneously, coordinating timelines, resources, and deliverables to meet client-specific requirements and deadlines.Solution Customization: Worked closely with clients to understand their unique business needs, configuring and customizing solutions to align with their operational goals and maximize value.Stakeholder Collaboration: Engaged with key stakeholders, including IT teams, business leaders, and end-users, to facilitate smooth transitions and adoption of new systems, ensuring client satisfaction and long-term success.Training and Support: Provided comprehensive training and support to client teams, ensuring they were equipped to use the implemented solutions effectively. Offered ongoing consultation and troubleshooting to address any post-implementation challenges.Continuous Improvement: Identified opportunities for process improvements within implementation workflows, contributing to the enhancement of service delivery and client outcomes.Reporting and Documentation: Maintained detailed documentation of implementation processes, project progress, and client feedback. Regularly reported on project status and outcomes to internal and external stakeholders.