Miranda Sjaarda

• Effectively managed both Knowledge and Risk Management business processes.
• Managed and coached Process Coordinators in a range of areas.
• Uplifted and optimised the Knowledge Management processes within DUSC to improve accuracy, consistency and compliance.
• Assisted with process documentation and workflow mapping for team use.
• Contributed as a Knowledge SME to an acquisition transition for the contract and the department.
• Contributed to the design and deployment of Base Services Contact Centre Knowledge Base and supporting Knowledge Management Process.

Contributed to and supported multiple process domains, including:

• Service Introduction
• Process Governance
• Change Management
• Innovation
• Risk Management
• Training
• Continual Service Improvement
• Quality Assurance

Facilitated cross-functional communication to drive process improvements and meet stakeholder expectations.

Built and maintained productive relationships with internal and external stakeholders.

Collaborated with stakeholders to translate needs into actionable plans, ensuring alignment with process and customer requirements.

Advised stakeholders to ensure project alignment with compliance standards, and reduce operational risk across the wider Defense environment.

Contributed to the design and deployment of several Innovation and Continual Service Improvement initiatives.

Identified opportunities for process optimisation and automation.

Supported initiatives that improved process efficiency and reduced project delivery risk, contributing to measurable improvements in stakeholder satisfaction and operational resilience.

• Provided first-line support for end-user technical issues and inquiries.
• Diagnosed and resolved hardware and software problems efficiently.
• Assisted users in navigating software applications effectively.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Contributed to in-house testing of initiative systems designed by Innovation team.