Neveen Barragan
Atlanta,GA
Summary
Innovative leader with a proven track record at Kaiser Permanente, enhancing IT service management through strategic knowledge management and Lean IT principles. Successfully streamlined content strategy, reducing categories by over 75% while fostering cross-functional collaboration. Skilled in ServiceNow and organizational change, with strong technical writing and leadership abilities. Currently leading the development and implementation of knowledge management strategies across multiple platforms, focusing on process optimization and continuous improvement.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Knowledge Practice Manager - IT Service Management
Kaiser Permanente
05.2022 - Current
- Strategic Oversight: Leading the development and execution of the organization’s knowledge management strategy across multiple IT platforms, including ServiceNow, SharePoint, and Salesforce.
- Lean IT Implementation: Applying Lean IT principles to streamline knowledge management processes, focusing on reducing waste and optimizing content workflows.
- Content Strategy and Standardization: Actively working to streamline content categories, reducing over 40 primary categories to 8, to improve content organization and accessibility.
- Knowledge Base Creation: Developing new knowledge bases to segregate information based on authorship and user segments, ensuring content relevance and accessibility.
- User Criteria Simplification: Simplifying user criteria lists to reduce complexity in managing access and assisting in the long-term maintenance of these lists.
- Governance and Quality Assurance: Establishing content governance policies to ensure all knowledge articles meet organizational standards for accuracy, relevance, and accessibility.
- Training and Development: Designing and developing training programs for knowledge contributors, incorporating methodologies to enhance efficiency and quality in content creation.
- Team Leadership and OCM: Leading cross-functional collaboration efforts, utilizing Organizational Change Management (OCM) strategies to align teams and drive adoption of knowledge management best practices.
Technical Writer
Kaiser Permanente
08.2021 - 05.2022
- Content Creation: Created and editing technical documentation, user manuals, and knowledge articles for IT systems and processes, ensuring clarity and usability.
- KCS Implementation: Played a key role in the ongoing adoption and implementation of Knowledge-Centered Service (KCS) at the Service Desk, creating foundational knowledge articles and training technicians on best practices for knowledge use.
- Process Improvement: Contributed to content strategy development and process improvement initiatives, leading to more efficient knowledge management practices.
- Collaboration: Collaborated with IT and support teams to gather accurate information and translate technical terminology into user-friendly content.
Service Desk Technician
Kaiser Permanente
08.2005 - 08.2021
- Technical Support: Provided frontline support to end-users, resolving technical issues related to hardware, software, and network connectivity; Created comprehensive documentation of processes and procedures to aid in training new technicians.
- Knowledge Utilization: Utilized and contributed to the knowledge base, ensuring that accurate and up-to-date information is available to resolve recurring issues.
- Customer Service: Delivered exceptional customer service, maintaining high user satisfaction and consistently meeting service level agreements (SLAs).
Education
Master of Science - Health Sciences
California State University - Dominguez Hills
Carson, CA05.2007
Bachelor of Science - Health Sciences
California State University - Dominguez Hills
Carson, CA12.2004
Skills
- Knowledge Management: Content strategy, taxonomy development, knowledge base management, content auditing
- IT Service Management: ITIL processes, ServiceNow, incident management, change management, problem management
- Lean IT: Process optimization, waste reduction, continuous improvement
- Six Sigma: Process improvement, efficiency enhancement, quality control
- Technical Writing: Documentation, user manuals, knowledge articles, technical editing
- Leadership: Team management, cross-functional collaboration, training and development
- Technical: Office 365 Suite, ServiceNow
Certification
- ITIL 4 Certification
Timeline
Knowledge Practice Manager - IT Service Management
Kaiser Permanente
05.2022 - Current
Technical Writer
Kaiser Permanente
08.2021 - 05.2022
Service Desk Technician
Kaiser Permanente
08.2005 - 08.2021
Master of Science - Health Sciences
California State University - Dominguez Hills
Bachelor of Science - Health Sciences
California State University - Dominguez Hills
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