I BRING ORDER TO CHAOS.

I turn complex processes, systems, and information into practical, scalable solutions.

With experience spanning business and systems analysis, process improvement, program management, data and reporting, and knowledge management, I specialize in understanding how things work today, identifying what isn't working, and building the structure needed to create a better future state.

ABOUT ME

I'm a systems-minded problem solver with a career built around making complex operations easier to understand, manage, and improve.

I've worked across business operations, technology, customer experience, and information management—leading cross-functional initiatives, analyzing processes and data, defining business requirements, implementing governance frameworks, and translating complex needs into practical solutions.

A consistent theme throughout my career has been stepping into environments where the desired outcome is clear but the path forward isn't. I dig into the details, connect the pieces, identify gaps and opportunities, and create the processes, tools, reporting, and structure needed to move from current state to future state.

My experience includes business and systems analysis, process improvement, program management, requirements gathering and UAT, data analysis and reporting, knowledge management, taxonomy and information architecture, content governance, and organizational change.

CORE EXPERTISE

Business & Systems Analysis

Requirements gathering
Current/future-state analysis
Gap analysis
User stories
Acceptance criteria
UAT
Process mapping
Solution design

Process Improvement & Program Management

Cross-functional initiatives
Process redesign
Governance
Standard operating procedures
Workflow development
Change implementation
Stakeholder facilitation

Knowledge & Information Management

Knowledge management
KCS
Taxonomy
Information architecture
Content governance
Content lifecycle management
Search and findability

Leadership & Collaboration

Cross-functional leadership
Stakeholder management
Executive communication
Team leadership
Workshop facilitation
Training and coaching

Data, Reporting & Analytics

Systems & Technology

Data analysis
Trend and gap analysis
KPI development
Operational reporting
Salesforce reporting
Excel
Dashboards
Data visualization

I quickly adapt to changing priorities and environments and am able to learn new processes and skills while performing other tasks and meeting deadlines. I take pride in accumulating deep knowledge of processes, including related processes, which positions me to identify gaps and also anticipate and meet the needs of other individuals and groups within an organization. I possess a unique ability to see fine grain details as well as the big picture.

SELECTED IMPACT

Throughout my career, I've built the processes, systems, and structure that help teams work more effectively. A few examples of that impact:

1800+

Knowledge articles

Built a cross-system content mapping framework connecting more than 1,800 knowledge articles and 314 training courses, enabling teams to identify relationships, assess the impact of changes, and keep information accurate and consistent.

600+

Assets reviewed

Designed lifecycle and governance policies that drove the review of more than 600 content assets in six months, identifying and retiring 150+ redundant, outdated, or trivial items to improve accuracy and findability.

900+

SOPs governed

Helped design and implement an automated governance framework for more than 900 SOPs, establishing ownership, review schedules, and lifecycle policies to keep critical operational knowledge current.

10,000+

Documents annually

Coordinated the production and delivery of more than 10,000 scientific documents annually across 20+ medical research programs, managing concurrent workflows, resources, quality standards, and tight deadlines.

300+

Messages standardized

Led a cross-functional initiative to standardize more than 300 customer-facing communications covering sensitive account actions, creating consistent standards and reusable templates while improving clarity and empathy.

14

Employees managed

Managed two teams totaling 14 employees responsible for the end-to-end lifecycle of filings entering the Federal Energy Regulatory Commission's legal record, while overseeing performance, quality, reporting, and compliance requirements.

EXPERIENCE

DIGITAL CONTENT MANAGER, STAFF, BILL (formerly bill.com)

November 2022 - July 2026

Led enterprise content governance, knowledge management, and process improvement programs across Customer Experience Operations, establishing scalable standards and workflows across teams and systems.
Designed content lifecycle and governance processes that drove review of hundreds of assets and retirement of outdated items, improving knowledge accuracy and discoverability.
Built cross-system inventory and reporting frameworks connecting over 2,000 knowledge articles with training courses, enabling impact analysis and coordinated content maintenance.
Defined business requirements and partnered with technical teams on Salesforce solutions supporting SOP migration, KCS implementation, governance, user access, and knowledge workflows.
Built BILL's KCS program structure, including content standards, process maps, submission and approval workflows, and supporting tools after earning KCS certification.
Led cross-functional standardization of sensitive customer-facing communications, establishing consistent, empathetic messaging and governance for future communications.
Developed content analytics and usage reporting to identify trends, prioritize improvements, and establish baselines supporting future AI-powered content delivery.
Facilitated cross-functional initiatives across Customer Experience, Operations, Product, Enablement, UX, and other teams to align content standards, processes, taxonomy, and governance.

TAXONOMIST, WORKDAY

May 2022 - November 2022

Managed and expanded customer Community taxonomies, improving content organization, searchability, and discoverability.
Established taxonomy governance and drove improvements using search analytics, user behavior, customer feedback, and stakeholder input.
Partnered with content owners and business stakeholders to establish tagging standards and promote taxonomy adoption.
Developed taxonomy frameworks supporting Community platform migration and content cleanup initiatives.

LEAD BUSINESS ANALYST, UKG (formerly ULTIMATE SOFTWARE)

March 2019 - May 2022

Represented Customer Success during the Ultimate Software–Kronos merger, partnering across legacy organizations to design and implement unified support processes and improve the customer and employee experience.
Led requirements gathering, user story and acceptance criteria development, UAT, and implementation of a Salesforce Community SSO solution supporting the merged organization.
Drove a strategic transformation from siloed, product-based support toward a customer role-based engagement model through cross-functional workshops, current/future-state process design, gap analysis, KPI development, and technology evaluation.
Designed a product-agnostic, customer-centric taxonomy framework based on customer roles and industry terminology; implemented supporting Salesforce and Community fields and led pilot testing across functional areas.
Developed Salesforce reporting, gap analysis, and trend analysis to identify service improvements, content gaps, and cross-training opportunities.
Partnered with business stakeholders and Salesforce development teams to define business needs, assess impact, and prioritize platform enhancements.

CUSTOMER SUCCESS ASSOCIATE (CONTRACT), ULTIMATE SOFTWARE

September 2018 - March 2019

Completed an 8-week intensive training on Ultimate Software’s UltiPro HCM tool to assist customers during the busy year end season and activities. I provided real-time support and guidance to Payroll and HR professionals as they used UltiPro to process payroll, maintain employee records, and configure features within the application by accessing each customer’s SaaS environment and occasionally running SQL queries, scripts, and using stored procedures. Often, I was researching an issue using KCS articles and learning materials while troubleshooting with the customer and documenting the issue in a Salesforce case.

COMMUNICATIONS/BUSINESS ANALYST, CSRA, INC/GENERAL DYNAMICS

September 2016 - July 2018

Provided implementation and technical support for enterprise applications, gathering requirements and documenting enhancements, defects, and business needs within an Agile development environment.
Created user guides, process documentation, and Visio workflow diagrams supporting state and local health agencies using Inventory Management and Tracking System and Countermeasure Response Administration applications and completing CDC Inventory Data Exchange processes.
Facilitated training webinars, application development workgroups, system demonstrations, and client meetings, coordinating documentation and communications across stakeholder groups.
Migrated CRM data to Salesforce and configured and administered the platform, including custom objects, dashboards, and reports.

DOCUMENT OPERATIONS MANAGER, CSRA, INC/GENERAL DYNAMICS

April 2015 - September 2016

Supported the Federal Energy Regulatory Commission (FERC), overseeing document operations for filings incorporated into the Commission's legal record in eLibrary.

Managed two teams totaling 14 employees responsible for end-to-end document processing, including intake, scanning and quality control, metadata indexing and verification, and records storage in accordance with NARA requirements and established service levels.
Developed operational reporting on volume, productivity, quality, and project performance; redesigned reports to incorporate trend analysis, comparisons, and data visualizations and presented results to FERC's CIO and Branch Chiefs.
Established performance expectations, work quality standards, and quality control processes to improve accountability and operational consistency.
Standardized department processes by developing SOPs, implementing a centralized knowledge repository, and creating a tracking solution to monitor filings throughout the document lifecycle.
Led the transition of two departments from the incumbent contractor, capturing institutional knowledge, staffing all roles, documenting processes, and tracking transition readiness and progress.
Led operational planning for outsourcing Document Operations to an offsite subcontractor, coordinating process walkthroughs, training, requirements gathering, and implementation planning with stakeholders.

DOCUMENT PRODUCTION COORDINATOR, CSRA, INC/GENERAL DYNAMICS

December 2008 - April 2015

Progressed through three positions of increasing responsibility supporting the Congressionally Directed Medical Research Programs (CDMRP) and its peer review of medical research programs.

Coordinated the end-to-end production and delivery of 10,000+ scientific documents annually across 20+ medical research programs, managing concurrent workflows through design, creation, editing, formatting, quality review, and final delivery.
Managed production schedules and assignments across multiple teams, resolving process and technology issues and ensuring high-quality deliverables were completed within demanding deadlines.
Forecasted monthly resource requirements, monitored workloads and staffing, and tracked budget projections to ensure adequate coverage across active programs.
Developed and implemented quality control processes, standard operating procedures, and training materials to improve consistency and production quality.
Designed and administered client surveys, analyzed results, and developed reports supporting internal and external stakeholder needs.
Maintained databases and reporting tools used to track production activity, workload, and program performance.

LET’S CONNECT

Temple, GA

marian.d.dougherty@gmail.com

MARIAN D. DOUGHERTY