Senior Itsm Analyst - Major Incident
• Proposed a new Major Incident team outline. It is now in place, and it includes Process development, formal documentation, training, and reporting. Redefined the Major Incident role and created team functions (Workflow Coordinators, Trainers, Reporting, QA Reviewers/Continuity, Process), as well as a new Jr. role and succession training.• Developed and documented the Major Incident Processes. Accountability from a process perspective is now in place, and it is measured by continued Quality Assurance monitoring and metrics.• The process improvements achieved are aligned with Kaiser Permanente maturity model initiative to a target process maturity level of 3.85. • Regularly reviewed the Major Incident process and worked with team members and leadership to identify process improvements.• Conducted Team meetings and 1:1 sessions to ensure continuity and measure approaches and strategies. • Coordinated project activities, which included; timeline, scope, risks, and delivery while collaborating with senior management. • Coached and mentored team members as needed to ensure the expectations were clearly understood and the goals met.• Assess elevation requests, engage resources, and manage ServiceNow Incidents. Craft and send executive communications. Ensure the process goals are met throughout the lifecycle of High and Critical elevations.
