Bryson James Email & Phone Number

Remote

- Serve as the Deputy Program Manager for a large team of developers, testers, designers and communication specialists - Prioritize requirements and facilitates project review meetings with clients- Interact regularly with key contacts in other functional areas, immediate organization management, clients or vendors to complete objectives- Lead the implementation of upgrades and enhancements of the Workplace Service Delivery (WSD) ServiceNow module with a priority in user experience- Transition large conference room booking to utilizing the WSD reservation tool with integration to Outlook- Successfully deploy enhancements to purchasing assets within the ServiceNow catalog with connection to Hardware Asset Management (HAM)- Implement the delivery of Software Asset Management (SAM) with connection to SCCM to toggle the install of requested software onto user's company devices

- Serve as a translator between technical teams and the client’s business community to collect, clarify, and analyze business requirements into documentation and conceptual design from which applications and solutions are developed- Support requirement gathering efforts, lead scrum meetings, usability testing, and training for ServiceNow applications related to the ServiceNow Service Portal, Service Management (ITSM), Human Resource Service Delivery (HRSD) and Workplace Service Delivery (WSD)- Collaborate with and lead a team of five ServiceNow developers and four UX/UI resources to implement the WSD product that met client’s requirements and deadlines- Authorize content and peer reviews a wide array of documents, including functional, technical, training as well as marketing, and proposals- Lead and partner with UX/UI research and designers to develop user-center products to improve adoption and usability- Facilitate and lead implementation and bi-monthly upgrades of the WSD product - Resolve complex issues or business cases that require judgment in selecting methods and development techniques to obtain successful results- Develop solutions to notify end users via SMS utilizing ServiceNow Flow Designer and Twilio spoke integration

- Successfully transitioned manual resource management and capacity planning processes to the ServiceNow Information Technology Business Management (ITBM) module- Developed strategies to manage and prioritize enhancements, defects, and training requests for the ServiceNow platform which promoted better engagement with users- Designed and implemented end user application request and approval workflows utilizing ServiceNow to better record licensing and procurement- Facilitated new application system selections that generated organization success - Successfully implemented a SharePoint upgrade that included end user intranet transition and team site migration

- ServiceNow developer with a focus in the ITBM module. Developed within and provided enhancements to the module and adapted them to NGHS processes- Developed a custom table with a ServiceNow portal page for ITBM users to create and share project information effectively to executive leadership- Created meaningful dashboards using performance analytics and SLAs to ensure that risks and issues are captured and addressed proactively- Provided support for divisional leadership on the allocation of resources, defining requirements of new project requests, and the prioritization of tasks and activities- Administered the overall project implementation timeline to ensure efficiency in capacity and communication planning- Supported the department in achieving predetermined goals and objectives by facilitating the division’s process improvement committee and activities

- Responded to telephone calls, emails, and personal requests for technical support with exceptional customer care.- Identified, diagnosed, researched, and resolved a variety of technical problems. - Utilized the ServiceNow ticketing system to enhance support times. - Documented, tracked, and monitored network, interface, and database problems to ensure a timely resolution for minimal user impact.

Dawsonville, Georgia

- Successfully grew business by further improving employee skill levels and knowledge- Provided strong feedback in management meetings with ideas to improve overall output- Initiated an efficient food tracking system resulting in reductions in food cost.- Assisted in establishing new employee training methods