| Summary Analytical self-starter with excellent problem-solving skills, a strong orientation in customer service/satisfaction with regards to technical support. Functional summaryExperience analyzing issues and implementing systems to increase quality and efficiency. Possess exceptional interpersonal skills with a proven ability to communicate effectively with executives, management, customers and staff during all aspects of a problem or project. Exudes a contagious enthusiasm toward the achievement of organizational objectives. Exhibits an honest work ethic with the ability to excel in fast-paced, time-sensitive environments. . |
| Employment Confidential Internal Consultant / Administrator - Collect customer requirements for new features, customizations and prioritize based on business criticality
- Consult with end user community on the ServiceNow tool and its ability to support / streamline their processes
- Identify new functionality to support or improve existing processes
- Troubleshoot incidents raised by user community
- Document administrative tasks
- Document and verify regression test scripts
- Collaborate with vendor to improve existing documentation and vendor support
- Configure ServiceNow based upon user requirements
Change Process Analyst - Ensure RFCs flow through their defined phases by liaising with the requesting, planning implementing teams.
- Performing proactive checks and balances to identify compliance anomalies.
- Assess RFCs to ensure the appropriate level of planning, testing, validation and communication has been performed.
- Analyze reporting to identify trends and target areas for improvement.
- Identify / create additional reports needed to gain efficiencies and automation.
- Facilitation of the Change Advisory Board CAB and ensure all RFCs are appropriately challenged and assessed.
- Perform low and high level Post Implementation Reviews PIRs for failed or Emergency changes.
- Work with teams in IT Services to identify opportunities for pre-approved changes. Work with the teams to create templated RFCs pre-approved and non-standard and identify training requirements.
- Contribute input and feedback towards engineering the processes for initial deployment and subsequent process improvement.
- Liaise with other Analysts / process SMEs to identify process enhancements both internal to the Change process and externally with other Service Management processes.
- Develop and maintain a good understanding of the IT Services functions and their primary responsibilities.
Senior Product Analyst Confidential - Collect customer requirements for new features, customizations and prioritize them with development and management. Migrations from v5.5 to v6 to v7.
- Manage customer expectations and contribute to technical and strategic decisions relating to the development of future enhancements.
- Reviewing documented procedures for IT Infrastructure Library ITIL compliance.
- Produce, maintain and execute User Acceptance Testing scripts to test Remedy functionality prior to and following Remedy maintenance.
- Administration creation, modification, and archival of company, support group, location and user data.
- Resolution of data discrepancies e.g., duplicate records, personnel details updates
- Creation and delivery of training sessions demonstrating the out-of-the-box and customized features and functionalities.
Global Application Administrator Confidential - Develop reports using MS Access and Excel applications
- Supervise administration and decommissioning of Quintus, an IT Service Management ITSM application
- Supervise administration and support of Remedy, firm's global IT Service Management ITSM application Remedy 5.5
- Provide II/III support to approximately 2500 users globally.
National Application Administrator Confidential - Responsible for the day to day administration of the Quintus system including monitoring system performance and maintaining data integrity.
- Develop reports using MS Access and Excel applications
- Supervise administration and support of Quintus, firm's national IT Service Management ITSM application
- Provide second level support for Quintus which includes addressing connectivity issues, error messages, bugs, password resets and requests for adds, deletes and changes.
Confidential Legacy Programmer Create and customize COBOL/IMS/DB2 programs per user requirements Participate in code reviews |
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