Beatrice Whigham Email & Phone Number

Greater New York City Area

Performed process improvement and simplification initiatives associated with automating and streamlining Desktop Support processes. Led process reviews and walk through sessions and documented summary of findings used to assess strengths, efficiencies and redundancies of all process steps, resulting in the identification and elimination of unnecessary tasks. Documented requirements associated with enhancements and new functionality in support of process development and management.Performed Desktop Support Service and annual Policies and Procedures ReviewsPrepared weekly reports listing incidents and service requests items that were past due established service level agreement dates.Participated in the review, research and management of issues escalated to Desktop Support management.

Greater New York City Area

Managed, planned and monitored daily assignments and projects for the Service Now team, including Service Now upgrades and monthly release activities. Developed implementation plans for all projects.Collaborated with IT partners/process owners, responsible for Incident, Problem, Change, Service Request Processes to gather requirements and facilitated the successful deployment of enhancements in Service Now to further support service management and process improvement goals. Facilitated monthly Review Board meetings with process owners and business partners to communicate services provided by the team, upcoming enhancements and properly set expectations/concerns.Served as single point of contact (SPOC) on escalations for team members and business customers.Facilitated weekly team meetings, monitored team performance and provided feedback to management. This was quite beneficial in helping to keep team members on track for annual goals and performance reviews.Worked closely with Service Now vendor to coordinate assignments involving Professional Services resources, prepared SOW/SLA and participated in contract renewal discussions.

Greater New York City Area

Served as Relationship Manager for the migration to Service Now tool :- Identified Content Experts from IT Business areas to discuss current process steps, new process steps and identify potential challenges and issues- Conducted sessions with various IT Business areas, including ITSM and Service Now SMEs to ensure all issues were identified and addressed- Conducted an audit of the IT Service Management Pilot to provide quantitative evidence of adoption and implementation of the processes initiated through Service Now during the pilot period.- Responsible for facilitating a smooth migration to Service Now and shutdown of the previous service center toolServed as Team Lead for several IT Service Management projects, providing professional services resources with critical insights into the business operations and key business applications resulting in the successful completion of enhancements to business processes. Managed business requirements received from process owners for enhancements to Service Now, including:- Facilitated gathering, reviewing and prioritizing requirements- Presented requirements to design team for assessment and scheduling- Collaborated with design team to develop implementation plans Managed the review and analysis of work queues/assignment groups to better clarify the role of queues/assignment groups in ITSM processes and the Service Now tool. Developed queue/assignment group standards including naming convention rules, and provided guidance to IT business partners on utilizing standards.Provided Service Now system admin Production Support to the Service Now development team.Assisted development team in troubleshooting and analysis of Service Now production issues as well as incident resolution.Fulfilled service requests from IT and business partners associated with assignment groups/queues maintenance (i.e. create/rename/deactivate/update group profiles in Service Now).

Greater New York City Area

Greater New York City Area

Managed relationships between the Business areas and various IT organizations within TIAA. In the role of Liaison worked to align IT disciplines with IT issues that were affecting the business community and in need of resolution.Communicated IT related information to the business partners such as the status of major IT incidents/outages, and system ugrades/implementations..Participated in serveral process improvement initiatives, utilizing ITIL as the best practices standards.Facilitated IT Sarbanes-Oxley initiative:- Documented IT processes and procedures- Interviewed various IT process owners to identify and document objectives, risks and controls- Performed gap analysis to identify missing process controls, - Worked to process owners to develop an action plan to mitigate and remediate missing controls and note process improvement opportunities- Developed audit steps for new controls

Greater New York City Area

Greater New York City Area

Planned, directed and coordinated all application development activities needed to support Marketing projects and system enhancements. Coordinated and managed activities of team members.Worked with business users to gather business requirements that were subsequently presented to developers. Developed project plans, time and action plans, impact analysis documents, test strategies and coordinated user acceptance testing activities.

Greater New York City Area

Documented business requirements and coordinated Quality Assurance testing associated with new Annuity products,and enhancements.Facilitated sessions with business users to develop comprehensive User Acceptance test plans that subsequently became the foundation for future testing. Performed analysis and design for several modifications Cash Batch processing and Confirmation Statements projects..

Greater New York City Area

Facilitated the design,coding and implementation of an Annuity Laptop specific system which was used by Sales Resperesentatives at a major insurance company to process Annuity applications in a timely manner, internally and externally.Participated in the analysis, design and implementation of various insurance services projects and system enhancements initiatives.

Greater New York City Area

Participated in the analysis, design, coding and implementation of several insurance services projects including an Accounts Receivable interface system, an Online check stub Information capturing system and a Sales Illustration system.

Greater New York City Area

Participated in the design, programming and testing of various systems including an automating the production of Policy Declaration Pages. Provided ongoing system support..