Fiona Palermo Email & Phone Number

Australia

Melbourne, Australia

- Responsible for maintaining and continuous improvement of the Change Management process.- Proven ability to conduct thorough risk assessments of significant changes and develop mitigation plans to reduce potential disruptions and downtime. - Built strong relationships with stakeholders at all levels of the organization, ensuring that changes and releases were communicated effectively and in a timely manner. This resulted in increased stakeholder satisfaction, as measured by a 50% increase in positive feedback from stakeholders.- Regularly monitored and reported on the performance of the change management process using ServiceNow, resulting in a 20% improvement in process efficiency.- Developed and implemented ServiceNow dashboards that provided real-time visibility into the status of all changes and releases. This resulted in improved communication and collaboration between IT and business teams and a 40% reduction in manual effort.- Successfully participated in several internal and external audits, ensuring the compliance of IT processes with established standards and regulations (e.g., SOX Compliance).

Melbourne, Australia

- Assisted as a key stakeholder on the ServiceNow Consolidation project in merging two ServiceNow platforms into one, resulting in 100% conformity to a single change process and tool, leading to a 40%reduction in change processing time.- Contributed to the development of change management policies and procedures, resulting in a 20% improvement in the overall efficiency of the change management process.- Managed weekly Change Advisory Board (CAB) meetings, resulting in a 95% approval rate of changes submitted to the board and a 15% increase in change management efficiency.

Melbourne, Australia

- Supported the development and implementation of IT asset and SLA management policies and procedures, contributing to a 20% improvement in IT asset management processes.- Developed an IT asset disposal solution and reviewed and improved SLA reporting to include monthly tracking per team, resulting in a 50% reduction in IT asset waste and a 25% improvement in SLA performance monitoring.- Conducted regular audits and developed end-of-lease reporting for Asset Management, resulting in a 15% reduction in lease costs.

Melbourne, Australia

- Actively contributed to the successful implementation of ServiceNow and ITIL processes, resulting in a 30% improvement in incident response time and a 25% increase in overall IT service efficiency.- Resolved an average of 75 technical problems per week through effective troubleshooting and problem solving skills, resulting in a 95% satisfaction rate among end-users.- Collaborated with other IT teams to resolve complex technical issues, resulting in a 50% reduction in time to resolution.- Improved service level agreement (SLA) compliance from 85% to 95% by ensuring all support incidents were properly escalated and resolved within defined SLA targets.

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia