Conner Grubb Email & Phone Number

Columbus, Oh, Us

Columbus, Oh, Us

Columbus, Ohio, United States

4151 Bridge Way Avenue, Columbus Oh 43219

Analyze and evaluate the impact of change on employees, and develop plans to address any concerns and introduced riskDocument every step of the change management process to allow for more seamless, standardized procedure across the IT organizationDevelop and implement change enablement strategies and plans that maximize employee adoption and minimize additional workload and bureaucracy associated with the standard change management processesAct as a liaison between key business stakeholders and development teams to coordinate change schedules to minimize business impactIdentify and manage risks associated with change initiatives, and develop processes to enable the IT organization to be cognizant of these risks before requesting the changeOwn corporate communication process across all large scale releases resulting in more standardized communication formats, and a substantial decrease in impact to the Document process workflows for all ITSM practices within the organization, and provide detailed gap analysis on each process in an effort to mature and document processes across the organization Key stakeholder in the transition of ITSM tools from ServiceNow to Jira Service Management.Managed the release of the largest architectural change in multiple decades around the flagship application allowing for a non-outage release cycle.Implement the use of templates when creating change requests in the ITSM platform, saving users substantial time and allowing for far greater standardization across the organization.Host multiple organization wide training sessions around change management, and provide users with documentation surrounding all process changes, as well as support users post implementation.Develop release plans, including detailed schedules and contingency plans, ensuring timely delivery of new features and bug fixes while minimizing downtime and customer impact. Host weekly organizational stand up meetings to ensure information is disseminated

Columbus, Ohio Metropolitan Area

First point of contact for all Technical support issues involving internal and external customers up to C Suite level executivesCreate and maintain knowledge base articles and documentation of incidents through ServiceNow, and using ITIL practices.Instrumental in migrating all knowledge documents from ServiceNow to Confluence WikiProvide after hours support and escalation for critical issues using various on-call systemsManage administrator accounts for change and release development tasksCreate, manage and support security, and distribution groups, as well as user accounts through Active DirectoryCreate and nurture strong relationships between the tier 1 Service Desk and various corporate teams as well as external maintenance technicians and vendorsReview resumes and interview possible candidates for multiple roles within the service desk, as well as provide insight to management throughout the hiring process for each potential candidateRedesign the asset management process, leveraging the ServiceNow platform to track and maintain Service Desk consumables stock after creating the documentation necessary to train the team on the process before it was implementedCreate the process for new hire onboarding, create documentation on implementing the process, and was the lead trainer for all new hiresManage Change Tasks for the service desk by creating and assigning CTASKS in ServiceNow, create the communications that were sent to the businessFirst point of contact for supporting IT management on RFC tasks, as well as the business notifications that correspond with the change taking placeReview all RFC's that require a business notification, and worked with the manager of the team making the change to ensure that the notification is succinct, and matches the technical palatability of the business unit receiving the communicationService Desk representative responsible for presenting scheduled changes during the change advisory board meeting

Columbus, Ohio Metropolitan Area

Columbus, Ohio, United States

New Albany, Ohio, United States

New Albany, Ohio, United States