Maintains and governs finance helpdesk knowledge articles, SOPs, FAQs, decision trees, chatbot content, and self-service documentation. Partners with process owners, SMEs, service desk teams, and technology groups to identify knowledge gaps, improve resolution quality, support automation, maintain compliance, and enable digital workforce capabilities. Analyzes ticket trends and governance metrics to drive continuous improvement, improve case deflection, and strengthen operational consistency.

Owns service management and production readiness for mission-critical payment, data, and platform services. Leads incident and problem management, root cause analysis, change and release governance, certificate lifecycle management, risk and compliance controls, service monitoring, and continual improvement. Partners with engineering, product, operations, customer support, risk, and external stakeholders to improve resilience, reliability, customer experience, and operational outcomes across distributed environments.