- Direct processes for CX Digital Transformation Infrastructure- CSM product manager, Support Ops- NOW CSA San Diego delta

ServiceNow Certified System Administrator - Rome releaseITIL v4 CertifiedDirecting processes for Customer Experience Digital Transformation (CX-DTT) Infrastructure- Managing ServiceNow ITSM/CSM for infra admins, creating workflow and enhancement requirements.- Reporting and analyzing team intake, providing best practice guidance for workload solutions.- Identifying, evaluating and driving adoption of procedures that enhance productivity and predictability of CX operations.

Defined product direction within IT Infrastructure Global End User Services. Lead all product and technical aspects of team deliverables including service level agreement benchmarks, meantime to resolution, quality, performance, maintainability, and scalability. Successfully upgraded from London to New York release with 95% health check score.

Pivotal team member for a 12-week ServiceNow ITSM implementation to digitalize hypergrowth transformation within AMER/EMEA/APAC service desk environment. Acted on behalf of JUUL as day to day project participant with KPMG systems integration team. Lead UAT and Agile scrum tasks during implementation. Provided global mentoring and user training.

Delivered customer-facing project management for London implementations in ITSM (incident, request, change, problem, major incident, knowledge base, service portal, SFDC/ME/Okta integrations, walk up), HRSD, SAM Professional, Security Operations projects.

Administered platform development of a ServiceNow instance including group member provisioning, modification of CMS, workflows, scheduled reports, business rules, UI pages, UI actions, UI policies, ACLs, catalog items and updates of all other existing solutions requiring revisions.Configured and developed IT Service Management / Enterprise Asset Management (Lab & Facilities) solutions using ServiceNow including quick prototype and demonstrations.Analyzed manual end user service request processes, define automated processes, performed gap analyses, and delivered documentation comprising all the analysis including detailed requirements.Evaluated critical information gathered from multiple sources, reconciled conflicts, and decomposed high-level information into detailed documentation.Managed to completion all ServiceNow support, projects, and change requests.

Coordinated planning, design, development, and deployment of new tools, applications, and platform enhancements.Defined business aligned end-to-end IT services (or service modules) by mapping end-user service requests into defined service category and subcategory.Identified complexity of services and end-user service requests into determining workflow process sequence for automation.Provided ITIL best practice guidance, documented and maintained system training materials.

Worked with business stakeholders (Corporate Communications, Legal) to author new content in a SharePoint 2013 on-prem enterprise intranet.Coached content stakeholders on best practice content structure, information architecture, and user experience related to content structure, content makeup via CQWPs, Term Store managed metadata, and Permissions.

Worked with business users to provide support on general SP functionality as well as work to identify complex processes that would benefit from an extensive SP solution. Implemented workflows and custom InfoPath forms. Performed business analysis on processes targeted for a SP solutions. Worked with business partners to formulate requirements, designed and built solutions, performed user-acceptance testing, and trained users.

Delivered professional services for QUMAS software solutions, including roles and UX personas for: Quality Assurance Analyst, Business Analyst, Technical Writer, Configuration Specialist, Support Analyst, Trainer, Training Solutions Consultant, Implementation Consultant, Solution Consultant/Sales Engineer, Process Re-engineering.

Prepared functional designs of SharePoint application interfaces, configurations and customizations. Gathered Global Product and Packaging Labeling and functional requirements, performed data analysis, verified requirements testing from offshore and managed iterative deliverable schedules.

Developed and implemented systems, processes and procedures to ensure high quality regulatory eCTD and paper submissions to FDA. Implemented solutions to streamline data collaboration and improve usability by leveraging workflows, Bamboo list rollup web parts, InfoPath forms as SharePoint Site Administrator.

Actively engaged management within regulatory operations, global process improvements in publishing of submission-ready components, and quality review of FDA submissions. Delivered regulated SharePoint content structure, taxonomy, collaboration solutions, reduced redundancies within global submissions and safety surveillance operations.

Defined user requirements in conjunction with IT and Document Control on the implementation and use of FDA 21 CFR Part 11 compliant EDMS and eCTD systems. Organized and prepared global regulatory components for IND, CTA, CTD/NDA/MAAs, amendment, supplements, annual reports, promotional materials, SPL and meeting packages.