At Valueflow, I've been a valued part of the technical and managed service teams, working across most of the ServiceNow modules, and actively proposing/implementing operational improvements. Recognised for my commitment to knowledge creation, addressing internal Knowledge gaps, sharing insights from Managed Services operations and enhancing client interactions. My expertise extends beyond technical skills, leveraging well-defined engagement abilities to collaborate seamlessly, fostering supportive, value-centric enthusiastic relationships with clients.Technical Proficiency:Wide-ranging platform abilities, from upgrades and patching to troubleshooting and orchestrating team sprints/releases, independently managing the development lifecycle of enhancements/defect releases.Platform Diversification:Successful ventures into new platform areas, swiftly acquiring necessary knowledge. Recent specialisation in ITAM processes, defining client processes and training. Crucial role in shaping internal CSM processes and reporting. Administered the core platform across 5+ client instances simultaneously.Client Engagement and Leadership:Enhanced the Managed Services team's reputation with clients, leading weekly meetings and assuming higher duties for the Managed Services Lead. Undertook a supplemental client engagement role, translating technical information into understandable terms.Process Improvement and Knowledge Sharing:Actively participant in internal process improvement initiatives and a key role in developing Managed Services reporting. Regular author of internal knowledge resources and testing process presentation creation for internal and client use.Effective Communication and Presentation:Contributed actively to company-wide and tech team discussions, delivering presentations and succinct explanations with little notice. Demonstrated excellence in translating technical information and application architecture.

To implementing a holistic program of change across the Business Services Division in collaboration with the section leadership team and in consultation with the Townsville community. This involves leading the Information Technology Services section on a transformative journey focusing on the needsand aspirations of the Townsville community, developing a culture of customer-centricity and personal accountability; and reshaping how services are delivered to maximise value.This is a critical role in the Development Operations teams to provide a blend of diverse technical system implementation skills with business acumen and customer understanding. I work in the area of complex functional requirements, providing technical capability, using a suite of on premises and SaaS tools with the ability to work directly with customers developing new needs and capabilities.In addition to this core role of performing work that bridges between the technical and business roles, I have made the following achievements:ServiceNow Administrator and developer specialising in service portal development and deployment.Created an emergency pandemic HR portal to track employee working location and health status, empowering HR with up to the minute data to mitigate outbreak risk and aid containment.Rolled out a service portal application to enable 60% of the council to be able to work from home with tasks from WFH application, asset tracking and IT setup guides.Championed Agile methodologies that would fit in with a long-established waterfall enterprise, to increase productivity and streamline repeatability.

Specialist on Zendesk service desk cloud platform and xMatters incident managment SaaS, developing extensible functionality via help centre creation and providing seemless issue escalation workflow.Ensuring all SaaS offerings follow a SSO framework to ensure data security and accountability.Focus on all work being of the upmost quality as a priority, to avoid rework and ensure delivery is right first time.Develop changes to both internal and 3rd party Infrastructure components to meet a deliveryneed. Following established practices and guidance using the latest tools and techniques.Operating existing infrastructure and resolving issues using existing procedures, personal knowledge and leveraging the experience of those around me.Identifing opportunities to automate work and deliver against them.Using DevOps tools, Scripting, A/B testing, Version control and Monitoring and configuring these applications.Understanding and mastering agile ways of working (Scrum and Kanban).To collaborate with Software Development Engineers to assist in how they use infrastructure offerings and cloud systems.Adhearing to BYOD and SSO policies and to ensure colleagues can access SaaS/PaaS offerings while mobile or external to the office network.Software as a Service and Platform as a Service configuration and mastery.SaaS/PaaS Software used and configured on a daily basis included: ZendeskxMattersJIRACASBAppDynamicsOneLoginAccessManagerGitHubAWSSplunkGood DataPostmanOptomizelyExpertise and daily use of the following scripting and coding languages:HTMLCSSJava ScriptJQueryPythonBashCurlSelenium

Demonstrate all features of my products.Measuring the value delivered by my product and KPIs that I need to work towards to improve.Assess new product opportunities (gather ideas, research, analyse, refine and prioritise newrequirements).Run/execute experiments against the defined hypotheses to help in gathering enough data to drive key decisions.Formulate and present the future plans/roadmap for my Product area.Build and maintain a "well groomed" product backlog including features, bug-fixes and Tech debt,and stack rank those in terms of the business priorities.Document and explain new requirements to the engineering team using user stories, personas and acceptance test criteria.Prioritize and execute the development of requirements/features by working with variousfunctional teams like Design, Development/Engineering, Cyber Security, Test, Programme Management, etc.Handle and communicate product issues arising out of run/customer support.Plan and self-organize my work in line with the team plan and priorities.Ensure all stakeholders have a common/shared understanding of the work being done and the value that is expected from of the outcome.

To ensure the commercial user community are fully supported with tools, processes and information systems.To help develop new tools and enhance those that exist.To support, operational activities and solve new or legacy problems.Working with project leaders to help land change including documentation and planning.Working with the capability and process teams to ensure that training material is reflective of real life and best practice for the tools.Working closely with Developers, IT and Product Managers to bridge the language and terminology barrier between them and the commercial function.Scripting comercial run tasks to ensure accurace and timely results.

Providing support and a one on one tutoring service to learners via telephone, e-mail and classroom, providing guidance and preparing students for course requirements and assessments.Administering all aspects of the learner’s course journey, ensuring tutors and learners were receiving correct course materials and understand the scheme of work.Relief tutor for the following courses: Level 2 Fitness Instructing, Level 3 Personal Training and Nutrition and Weight Management. I held responsibility to assess and tutor the above disciplines in the absence of the lead tutor.

advising clients on the efficient deployment of capital resources through system integration solutions.To deliver on budget and within tight deadlines.Reporting directly to the Managing Director.Maintaining accuracy, efficiency, reliability and flexibility.Responsible for company purchase and sales ledger system utilising SAGE Line 50, handling project budgets in the range of 1 to 2.5 million GBP.In charge of all Human Resource issues.Liaising closely with and supporting customers in maintenance of previous purchases, whilst attracting them to new products and opportunities.

Charged to collect, input and maintain accurate and detailed information in the BBC TV schedule and database.Processing and checking all BBC Programme and Junction data required for the final Transmission Schedule.Liaising closely with and supporting the Programme Planners to ensure the accuracy of the schedule.Liaising with the clients, data & media suppliers.Being highly aware of the impact of changes to scheduled junction elements and the effect on billed times guidelines.

Working closely with Producers & Broadcast Supervisors to maximise the day’s aesthetic and editorial output.Maintaining and updating a live schedule database.Setting up the gallery’s various systems, including Deko Mas-ter®, Auction Master®, IVR’s and Remedy®.Being on hand to support the shift broadcast engineer.Liaising with the managers on profits by providing detailed reports of the day’s figures.