Meera S. George

IT Communications

• Key member of the IT Shared Services Communication Lead Team
• IT Shared Services Communication Team tasked with creating, reviewing, and distributing IT normal, change, and critical communications. This was designed to improve the clarity and standardization of communications.
• Led monthly Communications meetings with the IT Communications Community. Sought out key guest presenters to provide an overview of their position and how communication plays a critical role.
• Planned and executed a Communications Community annual training & review. This was designed to create an promote interaction and build on the team networking.
• Developed a communication campaign promote our new Azure self-service password reset tool. This reduced calls to the service desk and put end-users in control of their passwords.

Knowledge Management

• Work with service providers to develop ServiceNow knowledge articles to assist both first level analysts and end-user. This allows documented issues to be corrected at the first level or via end-user self-service.
• Leveraged M365 Copilot to improve end-user facing and ChatBot knowledge articles. This process ensures the articles are designed for end-user self-service or may be consumed by ChatBot to resolve end-user issues.
• Utilizing Azure via ServiceNow, translated self-service knowledge articles into our core six business languages.
• Primary instructor for the IT University (ITU) ServiceNow Knowledge Management class for IT service providers. The course emphasized the importance of high quality relevant Knowledge articles that can be utilized by end-users or an automated process such as ChatBot.

• Developed ServiceNow Chatbot demo to showcase new improvements to end-users self service tools.
• Presented ServiceNow Chatbot demo to IT interns and key IT senior leadership
• Demonstrated the use of AI as an innovative way for IP to summarize weekly newsletters in minutes which is important given the 30K employees.