Eimear M.

• • Design, build and maintain WordPress websites (Divi) for small business and European project clients — managing full site setup, content structure and ongoing support

• • Support clients across European projects with imagery, written documentation and digital content — translating their vision into clear, professional outputs

• • Work directly with clients to understand their goals and deliver solutions aligned to their needs — providing hands-on guidance throughout

• • Use ChatGPT, Claude, Gemini and Midjourney daily for AI-assisted content creation, image generation and workflow automation

• • Provide ongoing customer support — troubleshooting, updating content and responding to client queries across website and digital projects

• • Delivered end-to-end support for global finance users on billing, payments, orders, invoices and tax/VAT queries — managing complex multi-step resolution workflows via ServiceNow

• • Documented decision points and justified resolutions for each support case; created training guides and process documentation for business users

• • Acted as liaison between finance business users and development teams for system enhancements, defect resolution and new report development

• • Managed all support activity through ServiceNow — logging and tracking incidents, service requests, escalations, defects raised to the development team, change control items and project tasks; maintained full audit trails and ensured every ticket was categorised, prioritised and resolved within SLA

• • Managed SAP change control approvals — responsible for reviewing and approving the promotion of development changes through Dev, Stage and Production environments; ensured all production moves followed the established change control process and met quality and compliance standards

• • Created and maintained reports to identify and close data gaps; assisted with financial reconciliation and audit preparation (VAT & SOX compliance)

• • Supported month-end, quarter-end and year-end close cycles, ensuring system availability and data accuracy under deadline pressure

• • Provided structured training and step-by-step guidance to global users on SAP FI, SAP BW, Business Objects and Concur Expense

• • Managed high-volume IT support covering software, hardware, system access and enterprise application issues for a global user base

• • Triaged and prioritised tickets using structured decision-making; escalated complex issues with full documentation of steps taken and justification

• • Delivered clear written and verbal guidance to users across all levels of technical knowledge