A member of the IT Service Management (ITSM) team, this role involves developing and promoting solid ITIL IT service management processes and methodologies for all of University IT. Specifically my role has been focused on IT asset management processes and tools, including both hardware and software asset management, as well as involvement in change management and incident management.Enhanced UWA’s ITAM and ITSM practices by:• Improving and promoting hardware asset management processes• Managing projects to automate hardware and software records, including SCCM and JAMF integration with ServiceNow and ServiceNow Discovery• Coordinating capture of priority software license data• Closing years old audit findings relating to hardware and software asset management• Providing management level reporting tools for hardware and software• Developing excellent knowledge and skills regarding ServiceNow functions and limitations• Standing up a functioning Configuration Management Database (CMDB) in ServiceNow• Developing a working knowledge of change management processes, including the running of change advisory board (CAB) meetings • Developing a working knowledge of major incident management practices

Part of the Engineering and Mathematical Sciences (EMS) Service Centre Delivery (SDC) team. Worked with faculty stakeholders to find solutions to IT issues and improve their University IT experience. Involved managing projects, gathering faculty requirements, representing IT and faculty users in project groups, and acting as a middle person between groups, coordinating changes that may be required. A large focus of this role is to develop excellent relationships between IT and the faculty.Contributed to the successful faculty and SDC projects by:• Researching, developing, and implementing an IT asset management system for use by the SDC teams to more effectively maintain faculty assets.• Investigating and designing solutions for specific faculty needs, such as a timesheet system to track faculty technicians’ project work for accurate charging of costs and management of student project selections.• Representing faculty and non-faculty users in negotiations with IT project teams for issues such as exchange student management.• Coordinating the implementation of new software and licensing.• Acting as the first point of contact for faculty users raising request to improve their IT systems.• Acting as a knowledge base for the EMS SDC IT team on subjects such as asset management, software management, and specific products such as SharePoint and OneDrive.• Contributed to the EMS SDC IT team leadership group, providing guidance for team direction.

Part of the Business Intelligence Team. This role involved consulting with users and stakeholders from around the university, from central delivery teams, faculty and school staff, and students, with the goal to maintain and improve upon a number of applications overseen by Performance Analytics. Regularly involves requirement gathering, solutions generation, and testing. Frequently analysed figures, especially in comparison with post-change statistics.Contributed to the successful maintenance and improvement of applications by:• Reverse engineering a series of applications where functional knowledge no longer exists in the university. Wrote specification documents for each of these for use by management and developers to make informed decisions about changes and future use of the applications.• Acting as the first point of contact for many applications for users with queries or issues. Extensive research to develop a full understanding of each application. Have consulted with students, office staff, academics, executives, and even the Vice Chancellor to provide information and solutions.• Developing internal team processes, working with management and other team members to establish work methodology for a new team.• Worked in a project team to migrate the student surveys to a central system. Consulted with university executives to establish the future needs of the survey and developed a solution to provide more informative and flexible reporting of results• Involved in requirements gathering for projects to replace the Complaints Handling System to assist with RFQs and vendor selection.

Conduct analysis of external client communications needs. Will typically require organising workshops with clients and developing a solution to meet needs, often liaising with internal departments to bring different aspects of the solution together. Often contributed to the sales pitch process while developing the solution. Regularly managed projects, developing project schedules and setting scopes, as well as writing or updating technical documentation. Once the product had been developed according to requirements, I would then conduct thorough testing and coordinate with clients for their own testing. When the product was proved to successfully meet client’s requirements, I was involved in post-live support and review.Contributed to the successful development of client’s communication solutions by:• Working closely with clients, developing functional and mutually beneficial relationships. • Developing collaborative relationships with internal parties such as developers to pull together to effectively service clients and provide a high quality service.• Creating the solutions for print, email, SMS, online archiving, scanning, and other such processes, and working with a number of internal departments as required. • Managing projects to ensure they are successful and relatively trouble free. • Setting the standards and templates used nationally for BAs managing smaller projects in lieu of the Project Management Office.• Creating the template for technical documentation that is used nationally by all Business Analysts to record business requirements and communication formats. • Understanding client requirements from a number of different industries such as insurance, utilities, industrial retail, and government departments; gathering requirements and effectively communicating this to internal development teams, and working together to meet the client’s needs.• Developing excellent testing skills to improve upon the way testing is conducted with WA clients.

On Investment Intergration Project.Duties includes:Preparation of documents for integration of investment processes and functionsDevelopment and implementation of final integration handover strategiesCo-ordination of handover documentationCo-ordination of final integration tasksService standards reporting

On Service Integration Project.Duties included:Preparation of documents for business wide integrationDevelopment and implementation of business strategiesEngagement of stakeholders from various areas of the business to aid in developing strategies and documentationReviewing of documentation and aiding in analysis of various areas of work.

Duties included:Develop and create technical procedural documents business-wide, including process mapping and research into processesMeet with key stake holders in regards to content, time-frames, sign off, allocated Subject Matter Experts, etcQuality assurance review of process documentsProcess analysis and improvement