Christina Peters Email & Phone Number

Hopkinton, MA

Boston, Massachusetts

Greater Boston Area

Atlantic Region

• Lead and manage process design initiatives, and manage the translation of those requirements to the Service Now implementation team
• Analyze business processes and provide innovative and scalable solutions to increase operational maturity
• Consult with clients to architect and develop appropriate process solutions.
• Lead and manage Technical Analysts in application implementation, and custom application development.
• Advises on options, risk, and impacts on business processes and cultural adoption
• Follow-up on outstanding client needs and provide timely status reports to the client

• Process Management
• Sustaining services of the FIMT Service Management delivery team include governance and oversight of the incident, problem, change and release management practices.
• Manage G8 ITSM metric reporting and monthly Problem Management meeting
• Proactively identify and implement solutions for process improvement and increased efficiencies working with FIMT and external business unitsProduct Management
• Govern and oversee the sustaining services of ITSM as a product that aligns with the FIMT IT blueprint.
• Collaborates with the EI Product Manager to define the product strategy, product roadmap and provide oversight of product releases for ITSM products

Merrimack, NH

• Documented systems specifications and UI design and participate in reviews of project documentation for service management software releases.
• Participate in business requirements definition and user acceptance testing for technology initiatives.
• Provided training to user community for service management application and problem and change management processes and procedures.
• Participated in service management software releases and contributed to troubleshooting enhancement and production support related issues.
• Worked with user community to adapt and deploy business unit processes for problem and change management.
• Liaison between the business units to coordinate change implementation in accordance with schedules.

Boston, MA

• Assisted in development of test plans and participate in system and user acceptance test planning and execution.
• Developed close working relationship with service management development team to establish increased productivity and improved working environment.
• Developed server workflow processes to improve customer satisfaction and increase efficiencies between the support groups.
• Developed SLA reporting metrics on the server workflow process to indicate holdups and impact to server delivery.
• Developed reporting metrics for problem and change management.

Boston, MA

• Provided day-today support of service management software administrative requests and problems.
• Assisted business units in high level analysis of systems impact and definition of project scope.
• Maintained up-to-date list of issues and resolutions for service management software application.