Accountable for the discovery and requirements phases of a major ServiceNow implementation in a large financial institution, in addition to responsibilities for other enhancements across existing systems. The key responsibility of this role was to ensure the client received a fully analysed and scoped investigation into the client’s potential new ServiceNow instance, with accompanying revised ITIL processes, in order to aid substantial financial and operational decisions.This involved:• Significant stakeholder management to ensure all aspects of the business were accounted for• Planning and conducting over 30 detailed sessions across different countries to collect complex as-is information• Providing neatly summarised presentations of the analysis for executive review• Reviewing and improving incident, problem, change, request, asset and config processes (CSDM & CMDB)• Providing detailed follow-up and user stories to specific areas for enhancements to existing systems

Accountable for the requirements across multiple clients for major enhancements to ServiceNow systems, plus substantial involvement in improving the entire software development lifecycle and service management processes.

Accountable for the requirements on a major ServiceNow Agile implementation in Madrid. The key responsibility of this role was to ensure the Bank received a fully capable and dynamic ServiceNow system, portal and mobile app.This involved:• Eliciting user stories via effective workshops to ensure all functional and non-functional requirements are documented• Providing clear and well-structured acceptance criteria and guidance to DevOps team to ensure approved implementation• Coordinating a Europe-wide team to ensure product objectives and timescales are clear and deliverable• Making and communicating product decisions to enhance systems on behalf of absent users• Effectively managing time and resources across conflicting projects to keep critical path activities on track• Working on the leading edge ServiceNow Mobile app to deliver useable functionality within considerable constraints• Designing advanced ServiceNow Portal pages to enable greater usability of ServiceNow by end users• Provide guidance and training on how to test/QA and validate new processes• Quickly and effectively learning a new industry in a foreign country and overcoming language and cultural barriers

Accountable for the requirements and service management processes for the outsourced MSP on a major ERP implementation. The key responsibility of this role was to ensure the client received a fully capable support tool (ServiceNow) and to understand, transform and implement best practice ITIL processes to meet a complex target operating model (TOM).This involved:• Eliciting and documenting functional and non-functional requirements for ServiceNow enhancements (Incident, Problem, Request & Change), providing clarity and direction on the changes to be implemented for maximum SIAM value across critical service delivery processes• Review, re-engineer and document as-is and to-be ITIL and Identity Access Management processes, procedure documents and implementation guides to enable a clear view of the transformation and capabilities required, enhancing the TOM• Planning and enhancing Agile delivery processes to ensure regular quality releases• Providing expert ITIL process knowledge to ensure an efficient and effective set of service delivery processes• Provide ServiceNow development consultancy to ensure best practice delivery and operational data utilisation• Working with Jira, SharePoint, Excel & Visio to create effective process flows, requirements cards and other documents• Supporting a new End User Services (EUS) department to embrace and adapt to best practice ITIL processes• Developing and reviewing change requests, design documents, test and implementation plans and Service Desk KPIs• Presenting frequently to executive leadership on progress and ideas to ensure delivery meets strategy• Reviewing quality and consistency of development from junior developers• Working successfully within a challenging and changing project environment to provide consistent high-quality deliverables

Accountable for the requirements and processes on the Agile digital transformation of a major IT service management system (ServiceNow) in Dublin, Ireland. The key responsibility of this role was to ensure the Bank received a fully capable support tool and to understand, transform and implement best practice processes.Awarded ITSMF Service Integration (SIAM) Project of the Year 2017This involved:• Designing and implementing Agile requirements strategies to enable a flexible and iterative ServiceNow implementation• Holding workshops to identify and enable the documentation of, the as-is operational processes • Using ITIL and UX best practice and an understanding of system functionality to create new to-be processes to create an effective operating model• Supporting the Bank to make effective decisions by providing data analysis, clear analytics, options and presentations• Eliciting user stories and acceptance criteria via effective workshops to ensure all requirements are gathered, documented and approved• Understanding and completing the complex service acceptance deliverables to ensure transparent and effective hand over to BAU• Reinforcing robust development and test practices to safeguard production systems and certify quality enhancements • Working successfully within a challenging and constantly changing project environment to provide consistent high-quality deliverables• Analysing, enhancing and documenting incident, request and configuration service management processes to significantly improve the effectiveness and compliance of support functions, including the enhancements to ServiceNow itself• Providing clear and well-structured requirements and guidance to DevOps team to ensure approved deliverables• Implementing BAU enhancement and prioritisation processes to ensure future change pipeline is manageable• Provide guidance and training on how to test/QA and validate processes• Successfully using MS Office, Word, Excel, PowerPoint and Visio

Business Analyst – General Motors Financial Services (November 13 – December 2015)Accountable for leading the requirements phase on the implementation of a major retail contract management system into Colombia, the key responsibility of this role was to ensure that successful delivery was achieved and ensure the system performed as an effective tool for the business. This involved:• Working across various time zones and different languages with vendors, customers and management to document formal business and system requirements, to create a clear and effective view of deliverables• Building business cases, feasibility and scoping studies to ensure viability of projects• Analysing and modelling business processes to improve the effectiveness of operational functions and identify gaps in system functionality• Quickly building effective and strong relationships with customers and remote vendors, enabling successful and open communication channels• Enhancing business processes by collaborating on improvements gained from technology implementations, resource utilisation and removing redundancies• Providing business focussed support to the technical design and architectural teams to ensure that systems deliver for the business• Rapidly understanding auto finance processes to ensure that process improvements and requirements elicitation was done with appropriate industry knowledge• Effectively managing actions on requirements risks and issues throughout the software development lifecycle to ensure that matters were resolved in the fastest timescales and to the best quality• Working under pressure and tight timelines to ensure project success• Managing long term, multi phase user acceptance testing with minimal defects and reliable implementation• Supporting many new additions to the team with prepared knowledge and training packs to enable earlier effectiveness on the project and for the company

Accountable for 2 strategic products, the key responsibility of this role was to ensure that project requirements were delivered to a high standard to enable key billing and regulatory processes for major European and UK Energy companies.

Accountable for the client relationship on projects, the key responsibility of this role was to ensure that IT projects had clearly detailed requirements and deliverables to enable multi-million pound savings for three of Britain’s biggest Financial Services companies.

Accountable for the IT Service Introduction processes, the key responsibility of this role was to ensure that IT projects had suitable requirements and design deliverables for Service success.Accountable for all customer relations, Internet and shared services support, the key responsibilities were to maintain high availability of important business applications and the web site plus developing new applications.