Becky Kirk Email and Phone Number

Oversee, manage and coordinate system enhancements to modify functionality of the Element ServiceNow environment to suit company needs through weekly project status reporting, project timeline tracking, issue/defect management and resource management. Current project is scheduled to complete on time by mid-December of this year.• Develop and implement updated procedures and ServiceNow workflows to reduce ticket reassignment and ensure first time proper assignment group routing.• Enhance Service Catalog workflows to improve SLA metrics associated to end user ServiceNow Requests.• Schedule weekly reports to analyze Incident tickets to identify areas requiring improvement, review with IT Management leads to solution and implement improvements.• Collaborate with IT leadership team to prioritize required system updates and report monthly status of enhancements completed during the previous month.• Present monthly update to ServiceNow system power users such as, executive assistants and department leads, to review monthly enhancements and gather requirements for system improvements.• Manage daily support of ServiceNow system and troubleshoot end user issues. Including, role and access modifications, Incident or Service Catalog ticket resolution, maintain updates to Incident/Problem/Self Service/Change modules.

Maintained database of software licensing and hardware asset, tracking to software terms and conditions, locational and user assignment.• Collaborated with IT and HR leads to project software and hardware needs based off hiring predictions. Responsible for maintaining a minimum on-hand stock available for company needs.• Maintained relationship and good standings with vendors through procuring quotes, solutioning company needs, strong communication and timely payment for procured services.• Documented and implemented procedural processes to improve and maintain compliance of company assets through hardware and software life cycle management.• Assisted with the development and implementation of the ServiceNow Procurement Module to assist with streamlining asset requests through ServiceNow. The PO Module reduced physical routing of approvals saving time for all individuals involved in the procurement process. Resolved audit requirement to provide evidence of process and archival of company spend.• Provided ServiceNow System Administrator Support as the position for ServiceNow System Administrator was being defined for Element.

Scheduled recurring and non-recurring meetings. Provide meeting agendas, record meeting minutes and distribute recorded documentation post meeting. Track meeting deliverables and follow up for status.• Onboarded new staff by requesting; account/email, hardware, software, badge access, telephone accounts, order mobile phones and seating location.• Compiled weekly project status reports for active IT projects. Compile weekly ServiceNow reports for IT team SLA metric analysis and analyze priority incidents involving business impact for root cause analysis.• Administrative duties included; Coordinate Chief Technology Officers calendar and daily schedule, travel coordination, plan onsite lunches and all IT events, order business cards, stationery, office supplies, etc.

• Generated documents for internal and external customers. Prepare correspondence, reports, letters, tests, documents and related materials for the supervisor and other department personnel.• Assisted the immediate supervisor in administrative and office tasks.• Processed and answered inquiries regarding department operations or functions.