SUMMARY:

• ServiceNow Certified System Administrator, Business Analyst
• Accomplished and integrity - driven professional offering over 20 years of business success on national and international levels with impressive results in Business Analysts, Business Development, Sales and Marketing, and Operational Management.
• Recognized as an analytical thinker that provides innovative business solutions to meet a company’s strategic, tactical and operational requirements.
• Strengths include reengineering business processes, defining continuous process improvements, building consensus, recognizing and accelerating colleague’s strengths, and building powerful teams. At ease in high stress, fast-paced environments and thrives in both independent and collaborative work environments.

OBJECTIVE:

Seeking ServiceNow role promoting my experience as a System Administrator in product implementation & development, architecting, production support, and system upgrades. I am also interested in working with an organization where I can continue to nurture and enhance my ServiceNow Business Analysis skill set.

EXPERIENCE:

Confidential

ServiceNow Business Analyst

Responsibilities:

• Project Manager for ServiceNow Japan launch
• Responsible for promotion of enhancements and fixes to the CHUBB production instance, Testing certification and Change control.
• Support for Global IT ServiceNow users
• Participate in Request Service Catalog design and review including requirements gathering
• Support Developer activities with new and existing Requests, configuration of application UIs, workflows and notifications.
• Work with: Incident, Problem, Change Management, CMS, ESS Portal, CMDB, Maintain Catalog Items, Request Development.
• Assist with deployment activities, user enablement and handled queries.
• Participated in pre-launch Change, Incident, JIRA, and Report training.
• Implement ITIL framework
• Participate in the establishment of Service-Now configuration Global standards, governance and compliance.
• Coordinating/overseeing all Change Management for Chubb ServiceNow as it relates to JIRA.
• Support JIRA and assist in the collection of requirements associated with future ServiceNow implementations and functionality globally.
• Work with Global ServiceNow Product Manager to ensure JIRA is maintained and up-to-date as items are prioritized and work their way through from development to production
• Assist in the management of weekly releases of Enhancements or bugs
• Monitor/report on status of items in Development and Test
• Assist with the gathering of requirements for ServiceNow project implementations and ensure requirements are kept up-to-date throughout the development cycle. Currently playing this role for the Japan deployment.
• Manage daily meetings as needed (ex: Chubb/Accenture integration) to bring focus to resolution to escalated bugs or enhancements.
• ‘Go to’ person globally for questions and/or status on JIRA bugs and enhancements
• Responsible for continual process improvement for JIRA as utilized by the global ServiceNow team.

Confidential, Winona, MN

Sales and Marketing Manager

Responsibilities:

• Created both short-range as well as long-range marketing plans, formulated product and sales strategies with a dual focus on increasing market share and margin, adjusted policy to guarantee competitive yet profitable pricing, and collaborated with operations to ensure a cohesive communications approach within the marketplace.
• Functions included sales team management, market development, product planning, advertising, budget preparation, marketing management, customer service and staff management.

Confidential, Philadelphia, PA

Director of Business Development & Key Accounts

Responsibilities:

• Direct report to owners.
• Responsible for both long-range and short-range marketing plans, formulating sales strategies with a dual focus on increasing market share and margin, and identifying new markets and attracting new clients.
• Specific duties and responsibilities include the following:
• Researching new types of business/products/services with an emphasis on identifying gaps (existing and/or expected) in the mitigation of needs of potential clients (existing and/or new ones).
• Penetrating existing markets as well as identifying and developing new markets.
• Developed new business category that generated new revenue in excess of $1 million for year one.

Confidential, Lenni, PA

Director Global Business Development and Sales

Responsibilities:

• Supervised 9 direct and 37 indirect reports. Total accountability for the Operations, Business development of two companies, Westlake Plastics and Westlake United.
• After completing business analysis created both long-range and short-range operating and marketing plans, formulated sales strategies with a dual focus on increasing market share and margin, adjusted the pricing policy to guarantee competitive yet profitable pricing, and collaborated with operations to ensure a cohesive communications approach within the marketplace.
• Functions included managing corporate ERP sales team management, market development, product planning, advertising, budget preparation, marketing management, customer service and staff management.
• Responsible for management of Macola, Enterprise resource planning (ERP) business process management software.
• Designed and implemented corporate marketing program and web site, which can be viewed at confidential
• Created and implemented strategic change of direction from Industrial product focus to Medical Implant products. Medical sales 3 year shift from 20% to 60% of overall sales with margin increase of over 25%.
• Reversed declining sales in two years, turned stagnant sales into best sales in company history.
• Enhanced overall sales 40% by implementing aggressive target marketing program utilizing case histories, both direct and electronic mail, as well as advertising.

Confidential, Philadelphia, PA

Profit Center Manager

Responsibilities:

• Total responsibility for overall operations, including sales, budgeting, hiring and P&L management.
• Re-engineered customer-focused organization that truly understood the customer and how to exceed their needs.
• Increased customer base while improving overall service quality.
• Delivered immediate and impressive sales results. Reversed 5-year declining sales trend in 150 days, which resulted in three-year sales growth of over 80%.
• Outperformed 50 national facilities and ranked in top 5 for best profitability.

Confidential, Austin, Texas

BUSINESS TEAM LEADER

Responsibilities:

• Developed and coordinated sales and customer relations on the east coast.
• Managed staff of five Business Development Managers, covering 21 states with annual sales of $100 million.
• Doubled sales per customer in two years as a result of marketing strategies and enhanced customer service.