Jennifer Elias

Jennifer Elias Business Analyst/Technical Project Support Specialist Professional Summary Detail-oriented Business Analyst/ Technical Project Manager with a strong foundation in IT Service Management (ITSM), project documentation, and customer support. Skilled in coordinating cross-functional teams, managing incidents, and improving workflows to enhance customer experience. Experienced in virtual assistance, property management, and technical documentation, with proven ability to translate complex processes into clear communication for customers and stakeholders. Passionate about driving process improvements and supporting organizations in achieving efficiency, integrity, and customer satisfaction. Core Skills ●​ ●​ Project Management (3+ years combined experience across documentation & support roles)​ ●​ Incident Response & ITSM Frameworks​ ●​ Customer Communication (Email, FAQs, Notifications)​ ●​ Documentation (Project Plans, Risk Registers, Workflows, Reports)​ ●​ Tools: Jira, Zendesk, Asana, Trello, Monday.com​ ●​ Process Improvement & Automation Awareness​ ●​ SaaS & B2B Support Understanding​ ●​ Strong Written & Verbal Communication​ Professional Experience Project Documentation Expert (Freelance) 2024 – Present | Remote ●​ Developed and maintained project documentation including Business Requirement Documents (BRD), Standard Operating Procedures (SOPs), and workflows for clients.​ ●​ Assisted in ITSM-related projects, creating incident response frameworks and documenting risk mitigation strategies.​ ●​ Collaborated with clients to align documentation with project and support operations needs. Project Manager – CRM Integration Project Contract | Hybrid | Dec 2023 – Mar 2024 S: A growing business needed to unify customer data by implementing a new CRM system. T: Lead the end-to-end project implementation, including vendor coordination and internal rollout. A: Defined scope, built timelines, managed risks, and facilitated weekly Agile meetings with cross-functional teams. R: Successfully launched CRM within 6 weeks, improving lead conversion tracking by 45%. Administrative Support (Freelance) 2022 – 2023 | Remote ●​ Provided general administrative and project support including scheduling, reporting, and task tracking.​ ●​ Used tools like Asana and Trello to organize and monitor client tasks.​ ●​ Drafted client communications and managed documentation for various small projects. Junior Project Manager – E-commerce Web Revamp Part-Time | Remote | May 2023 – Jul 2023 S: The client’s outdated e-commerce site needed a redesign to boost conversions. T: Support planning and execution of the redesign project under a tight deadline. A: Coordinated tasks via ClickUp, maintained the project tracker, and communicated blockers to stakeholders. R: Project completed 1 week early, resulting in a 25% increase in site engagement post-launch. Business Analyst – Workflow Automation Project Freelance | Remote | Feb 2023 – May 2023 S: Manual tasks were slowing down internal operations. T: Identify automation opportunities and document new workflows. A: Mapped current-state vs future-state processes, proposed automation via Zapier, and documented SOPs. R: Improved process efficiency by 40%, saving the team 15+ hours weekly. Education 2021-12 Higher National Diploma: Marketing Federal polytechnic Nekede - owerri imo state. . Certifications ●​ Project Management/ Business Analysis bootcamp [London Business School / 2024] ●​ IT Support ●​ IT Service Management (ITSM) Training