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Senior Service Management Specialist Resume

Austin, TX

SUMMARY:

  • Adept at working with business and technical staff to ensure requirements are delivered
  • Strategic and analytical problem solver with strong business savvy, skilled in identifying and understanding organizations, business mission, market, and operational priorities and needs with extensive experience in all major IT Service Management processes, including Change, Incident, Problem Management and Request Fulfillment.
  • Effectively design, reengineer, improve, implement, processes, and train global teams to meet and surpass goals and deadlines.
  • Recognized for presenting and discussing strategies and technical information in a manner that establishes rapport and understanding for technical and non - technical audiences.

CORE STRENGTHS IN:

  • ServiceNow
  • Design/Implement ITIL Processes
  • Business Analysis - Requirements Documentation
  • Use Case Modeling
  • Release Management
  • Organizational Change Management
  • IT Service Management Consulting and Coaching
  • Design & Delivery

TECHNICAL SKILLS:

Microsoft Project 2010 & Visio 2016 | Microsoft Office 2016 | SharePoint | Team Foundation Server

RELATED PROFESSIONAL PERFORMANCE:

Confidential, Austin, TX

Senior Service Management Specialist

Responsibilities:

  • Provide leadership and ITIL expertise to enhance Incident and Change Management Processes and Procedures.
  • Key contributor to new, global, Major Incident Management process, that reduced TTR by 32 mins. (avrg.)
  • Designed, implemented, and conducted Change Advisory Board Core Team, aligning with ITIL best practices
  • Developed and facilitated Service Management Agile SDLC process, which increased system enhancements by 15% in 6 months

Confidential, Austin, TX

Lead Business Analyst - IT

Responsibilities:

  • Acted as Scrum Master for team of internal and external ServiceNow developers providing leadership and direction to ensure customer requests were prioritized by business need and delivered with high quality.
  • Processed more than 200 enhancement and defect requests from the initial stages through prioritization and the SDLC process resulting in more than 70 productivity improvements.
  • Designed and provided use cases for requests internal IT customers used to engage the ServiceNow administrators, improving response times by 12% and 25% improvement in SLA metrics.

Confidential, Austin, TX

Section Manager

Responsibilities:

  • Provided IT Service Management Program leadership and contributed program-level support for Incident, Change and Knowledge Management, Request Fulfillment, and Reporting, utilizing ServiceNow platform.
  • Acted as Service Management product owner for 20 monthly ServiceNow sprints, prioritizing more than 24 defects and more than 150 enhancements while liaising with business partners on requirements elicitation.
  • Provided program level strategy and tactical approach for global Service Management organization, reducing invalid incident ticket totals by 75% in 6 months and converting flat text file of problem records to more than 20 ServiceNow Problem tickets in 6 weeks.
  • Provided required change leadership during all phases of implementation and process reengineering, solidifying role as highly effective change agent.
  • Provided Problem Management program leadership, including requirements, processes, procedures, and, for global release of Problem Management system in ServiceNow.

Confidential, Austin, TX

Business Systems Analyst

Responsibilities:

  • Key contributor on project to implement ServiceNow Change Management module throughout global organization.
  • Updated process flows, procedures, policies, and forms in less than 2 months.
  • Reduced number of global Change Management processes from 7 to 1, and systems from 3 to 1 in less than 6 months

Confidential, Miamisburg, OH

Senior Business Analyst

Responsibilities:

  • Gathered and mapped 6 bankruptcy process flows, using flows to create procedural documents in under 60 days (less time than required to comply with federal regulations), for mortgage division of large, regional bank.
  • Validated 6 bankruptcy process flow documents with 1 divisional and 7 mid and senior managers, permitting project team to stay on schedule and within budget.

Confidential, Columbus, OH

Business Consultant / Coach

Responsibilities:

  • Improved management and individual contributor levels of change readiness, productivity, leadership acumen, personal success, and well-being through business management, personal consulting and coaching.
  • Increased growth 47% annually in central Ohio companies through consultative word-of-mouth marketing strategies,, and development programs.

Confidential, Columbus, OH

Vice President - Infrastructure Senior Manager

Responsibilities:

  • Highly visible leadership role creating and delivering vision, strategy, and mission for Enterprise Computing Services (ECS) Service Delivery Assurance group on global level.
  • Managed 7 direct reports, across multiple geographic areas, and various service delivery disciplines.
  • Oversaw aspects of Service Delivery, including Change Management, Release Management, Incident Management, and Problem Management.
  • Services delivered to 600 Global technical staff of Enterprise Computing Services and other technology platform areas within Confidential .
  • Led effort to gather and deliver Change Management process and system upgrade requirements for Enterprise Computing Services organization of up to 400 engineers.
  • Managed project to in corporate ITIL best practices for Change Management Process, reducing risk to clients and customers from system and hardware changes.
  • Coordinated effort with Project Management group, incorporating release management processes to fully enhance client and customer applications while reducing issues that occurred through unapproved change requests.
  • Developed and delivered Enterprise Change Management System and to more than 450 engineers, leading to 100% change success rate for next 6 months.

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