Barbara Griffith Email and Phone Number

ServiceNow Business Analyst for a project. Though the project was prematurely canceled by upper management, I was able to solve several issues for customers, including product purchase feasibility, requirements clarification, and record cleanup during my time there.

I served on a process elicitation and grooming team as part of a large VA Hospital transition and upgrade project. Corrected and documented processes during elicitation and grooming. Walked medical professionals through proposed process workflows to ensure that essential functionality was preserved in the new system.

For individuals and small businesses, I provided technology advice, purchase recommendations, installation services, troubleshooting, and user instructions.

I was part of a ServiceNow implementation team that helped a major Federal agency department transition from a legacy system to a customized, convenient ServiceNow dashboard. I contributed through business process analysis, testing, and documentation. My responsibilities included gathering and organizing user needs and requests and formulating and researching Agile stories for implementation by developer teams. Our team provided the first useable product within 4 months, whereas previous attempts over the prior three years by other teams had not succeeded.

I served on a project aimed at replacing outdated IT systems and transitioning functionality such as asset management and incident tracking, to ServiceNow. I served on the Service Mapping team, which was responsible for defining, tracking, and maintaining legacy services in ServiceNow. My role involved conducting meetings, gathering technical data related to hardware, software, and service features of applications, and writing Agile stories and acceptance criteria.Additionally, I carried out acceptance testing (UAT) and negative testing before the rollout of the new system. I held meetings and gathered application technical data (hardware, software, and service features).

As a Business Analyst, I contributed to a platform transition project in the commercial banking domain. I was responsible for UAT, reporting, and Agile processes within a Jira environment.

I stepped in to assist existing projects concerned with adding functionality to the company's customer service web presence. Technologies included chat and SMS, and the transition of utility billing from one system to another

I performed ServiceNow process improvement in an Agile/Waterfall environment. Redesigned request and incident workflows to incorporate automatable features, ensure correct approvals, and facilitate maintenance of related records. I provided detailed documentation to the developer team so that new ServiceNow features and revisions could be implemented without re-work. I consulted with product owners as to customer reluctance to use certain ServiceNow request menu items and performed improvements to encourage the use of process within ServiceNow. I tracked and recreated lost process documentation due to prior organizational changes. I also mentored colleagues in Agile story and acceptance criteria composition and acted as interface between process owners, users, subject matter experts, and developers. I worked to ensure due diligence with PII on submitted work, preventing re-work and potential legal issues. I utilized the Agile module within ServiceNow to manage sprints and releases.

I performed customer support, process improvement, data and usage analysis, and incident and request configuration on a primarily ServiceNow platform. I performed an analysis of user interaction with ServiceNow to detect sub-optimal usage of the request process, remedied by refining the design (user interface) of the request menu plus user training on how to use the ServiceNow interface and the advantages of doing so. I generated reports from ServiceNow for both a general understanding of usage and also tracking down individual issues such as misdirected requests and incidents. I worked with CMDB, discovery process, and ensuring manual configuration of legacy assets if not discovered or not accurate. I completed a project involving the automation of account provisioning and de-provisioning process, working with a Business Intelligence developer. I revised an Oracle self-service form, collaborating with a DBA. I provided departmental support for internal and government auditors, providing data and making recommended changes. I also served as Security Access Administrator for sensitive vendor accounts and controlling access to critical systems: Deltek Costpoint, Industrial Financial Systems (IFS), Microsoft Active Directory, and Oracle databases. Other duties included troubleshooting network connectivity, storage, and application performance issues as they occur, contributing to Root Cause Analysis. I wrote and updated manuals and Knowledge Base articles for junior employees. I also gathered service usage metrics and created both regular and ad hoc reports from ServiceNow and Cisco ACD system.

I provided remote troubleshooting services to restore secure connectivity for employees. Additionally, I created and managed user accounts in Microsoft Active Directory and Exchange email. As a subject matter expert, I assisted non-technical users in understanding the advantages of adopting certain technologies or processes related to productivity software and hardware.Acted as SME for productivity software and hardware, helping nontechnical users to understand the benefits of adopting a given technology or process. I acted as SME for productivity software and hardware, helping nontechnical users to understand the benefits of adopting a given technology or process.

I provided computing services, access, and security for governmental agencies located in Adams County, Colorado. To understand the needs of our users, I consulted with various stakeholders. I also performed training sessions for end-users to demonstrate how to use new office technology, troubleshoot problems, and adopt new technology. Additionally, I collaborated with internal departments to improve processes, document them, and streamline them for efficiency.

I provided technical consulting, training, technology evaluation, and installations for the EHS department of the University of Colorado at Boulder, and for Boulder-area small businesses.I planned and installed hardware purchases, upgraded desktop machines, configured Exchange/Outlook email, and diagnosed printer issues.

I provided, planned, delivered, and managed computing support to a paid subscription-based organization and grew it to over 300 customers. I led various projects to accomplish planning, change management, decision-making, and consensus-building. I advised Vice Chancellors, Directors, and staff on technology purchases, upgrades, and cybersecurity, and successfully transitioned customers from an in-house web-based email/calendar system to Exchange/Outlook.Furthermore, I tripled the number of paying customers in 6 years without losing any service subscribers. I achieved this by continuously discovering user requirements and by process improvement. I also managed to end each fiscal year under budget for all operational years.