Josh Fry Email & Phone Number

Ogden, UT, US

Durham, NC, US

• Analyzed and documented all aspects of the existing ESM Solution, including User Story Gathering, Business Requirements Gathering, and Workflow Mapping.
• Translated discovery sessions with primary stakeholders into vital documentation for the Business Requirements Document (BRD) for Vendor Proposal and Selection Process.
• Measured Risk Assessment processes, implementation strategies, MVP Phase Rollout, and Stakeholder communication pipelines.
• Facilitated conversations with Stakeholders, PM’s, and Leadership to identify Process Improvement opportunities while adhering to ITIL best practices.

Boston, MA, US

• Drove optimization of problem reporting / major incident escalations through ServiceNow ticket model updates and slack form integration, resulting in a 27% reduction to existing response times and assignment of Pager.
• Built proactive analytical strategies to gather data, and led continuous improvement initiatives, increasing order support ticket efficiency by 20% measured through SLA and Employee Satisfaction results.
• Developed and customized ServiceNow modules, including Incident Management, Service Catalog, and Flow Designer, aligning workflows with Agile SDLC methodologies to meet diverse business needs; improving ticket accuracy.

Boston, MA, US

• Improved issue resolution time by 20% through specific targeting of Problem / Major Incident resolution efforts, leveraging analytical datapoints for a proactive approach to potential new issues, eliminating problems.
• Successfully redeveloped the ticket entry system, reducing options from 8 to 6 categories and creating 16 new subcategories. Streamlined automatic ticket assignment through Flow Designer, resulting in a 15% decrease in.
• Migrated and integrated all team knowledge articles from Confluence to ServiceNow Knowledge, aligning with Wayfair's initiative to consolidate knowledge resources, increasing accessibility and efficiency in knowledge.

Boston, MA, US

• Served as the liaison between 5+ Order Engineering Teams, Employee Tech, PMs, and Senior Leadership. Facilitated post-mortem meetings, QA meetings, updated JIRA cards for project management tracking, built.
• Contributed to the Development work of the Advanced Work Assignment (AWA) Implementation Project through UI Policies, UI Policy Overrides, Assignment Rule Configuration, Custom Criteria Development, Queue Management.
• Managed the ServiceNow Demand Queue for our Engineering / IT Departments, serving as a hybrid Analyst and Administrator to facilitate new requests, understand User Requirements, and translate Technical Efforts for.

Boston, MA, US

• Developed and maintained the Order Management Custom ServiceNow Application that would service our Tier 2 Order Management Team, and largest ticket volume scope within our ITSM Solution. Executed within the new.
• Leveraged and expanded expertise in update sets, reports, dashboards, notifications, third-party application integrations (JIRA, Slack, PagerDuty), Flow Designer, UI policies, and overrides as a ServiceNow.
• Worked with managers and directors from various departments as the dedicated ServiceNow Analyst, gathering data, identifying root causes, and measuring the value of time invested in issue resolution. Improved response.

Boston, MA, US

Boston, MA, US

Boston, MA, US

US

Utah, US

Thayne, WY, US

Dallas, Texas, US

Bentonville, Arkansas, US

US