TECHNICAL SKILLS

• Service Now
• Service Desk Plus
• BMC Remedy
• HP Service Manager
• CA Service Desk
• Track IT
• Microsoft Visio
• IBM BlueWorks Live
• Office & Project

PROFESSIONAL EXPERIENCE

Scrum Project Manager

Confidential, San Diego, CA

Responsibilities:

• Conduct requirements gathering sessions with users, managers and business leaders for enterprise wide system projects
• Ensure high level design requirements are accurately documented and mapped to functional requirements
• Design project plans and roadmaps considering the inhouse Scrum/Agile software development process and sprint cadence
• Facilitate daily standups, user stories, sprint planning and sprint review sessions with system analysts and developers
• Manage epics, stories, tasks and sprints boards in our JIRA 7.3.6 instance
• Manage and track project demands, resources and overall execution in our ServiceNow Madrid PPMO instance
• Perform RAID analysis and publish project reports by using our Tableu integration within the ServiceNow tool
• Collaborate with stakeholders across the business to achieve process standardization and track key design decisions
• Identify and remove blockers that may interfere with the ability of the execution team to complete deliverables

Sr. ITSM Process Analyst

Confidential, Rochester, NY.

Responsibilities:

• Documented and facilitated improvements to City's IT Service Management processes based on best practice reference models
• Designed plans and coordinated the installation and support of all technology elements supporting the City’s ServiceNow platform
• Led the team responsible for gathering new ITSM requirements and moving the requirements through the SDLC
• Acted as an ITIL Expert to provide guidance in the integration and modeling of new ITIL processes within ServiceNow platform
• Led all engagement aspects of ITSM projects including scope, schedule, cost and communication
• Managed the technical effort of the development team on the best approaches for implementing and improving ServiceNow
• Led and direct the activities of a global team of Administrators and Developers
• Maintained a holistic understanding of the City’s ITSM environment providing recommendations and guidance
• Acted as a liaison between the business and IT for the successful delivery ServiceNow functional requirements
• Collaborated with process designs methods to evaluate new ITSM demands in alignment with IT strategies
• Partnered with ServiceNow vendors to understand the technology roadmap and maintain it until successful implementation
• Worked with Project Resources to define sustainment governance and processes as part of operational transition activities
• Worked with stakeholders to define criteria for new ServiceNow/ITSM features and make acceptance decisions for improvement
• Conducted training and mentoring of staff regarding the development of project and process deliverables
• Ensured proper and timely communication and change management for ITIL processes and ServiceNow implementations

ITIL Process Consultant

Confidential

Responsibilities:

• Acted as a Process Architect to define, document, model, implement and improve standard ITIL compliant processes
• Performed quantitative and qualitative analyses and recommendations to improve ITSM and business processes
• Acted as Project Manager to provide leadership and ensure resources were utilized appropriately to meet business objectives
• Owned the process of requirements gathering and use case development for ITSM solutions (Remedy, Cherwell & Service Now)
• Managed the software development lifecycle (SDLC) of ITSM solutions including prioritization and communication
• Managed system integrations with 3rd party vendors to completion
• Assessed need for any system reconfigurations (minor or significant) based on incident trends and make recommendations
• Provided guidance and input to stakeholders, leaders, developers and quality testers throughout ITSM programs
• Led the development, implementation and delivery of ITSM training
• Tracked and analyzed incident trends and generate reports that helped focus improvement actions
• Led incident response teams across multiple customers for the duration of escalated incidents
• Managed organizational change by providing coaching and training until ITIL processes were engrained into the culture
• Liaised between business customers and technical teams, including third party vendors/developers
• Acted as the lead auditor to perform audits in compliance with ISO/IEC 20000:2011 standard
• Developed IT governance and cultural change management strategies that supported ITSM initiatives

IT Change Manager

Confidential

Responsibilities:

• Was responsible for the operational management of the organization's Change Management process according to ITIL
• Facilitated Change Advisory Board meetings and provided for the scheduling of change requests
• Ensured that stakeholder change was managed during the release and deployment activities
• Monitored, reviewed and approved changes, scheduled to ensure minimal impact to the business
• Provided appropriate communications about changes so stakeholders were aware and ready to adopt and support the changes
• Participated in the review of and provided the approval of Standard changes
• Provided RFC’s statistics and reporting