ServiceNow implementation

Managed teams of Solution Architects, Implementation Specialists, and Technical Consultants to deliver Nuvolo SaaS solutions on the ServiceNow platform. Interfaced directly with clients and cross-functional teams to design solutions. Influenced clients and teams onsite, offsite, and offshore to meet deliverables. Deployed public and private sector Enterprise Asset Management (EAM) projects in healthcare, retail, and government verticals. Conducted project workshops to collect requirements for Connected Workplace solutions to integrate people, places, and processes. Developed Work Order platforms around Clinical, Facilities, Space/Move, Real Estate, Mobile, and Reporting modules. Integrated solutions included warehouse, inventory, purchase orders, contracts, warranties, vendors and labor management. Guided clients through form and portal template designs from existing configuration to maximize performance, screen real estate, and streamline the User Experience (UX).Directed client expectations around scope, schedule and budget. Followed ITIL-based processes and Agile methodology to implement projects following the Software Development Lifecycle (SDLC). Managed and delivered two to six concurrent, client-facing projects with $1-2M annual budgets. Developed and maintained sprints and stories to identify tasks, subtasks, activities, and deliverables with clear identification of dates and milestones with dependencies and risks. Wrote Statements of Work (SOW) from estimated Level of Effort (LOE) to generate costs for billing. Utilized SalesForce to manage projects and time cards to determine burndowns and data driven reporting. Generated reports to deliver transparent status to clients and internal leadership. Delivered end-to-end documentation and Knowledge Transfer (KT) recordings to support integrations. Published daily status reports and activity logs.

Managed an Application Lifecycle Management (ALM) stack that included ServiceNow, Confluence, and JIRA. Administered projects within Operations and the related cross-functional teams: Applications Support, Database, Networking, Release, and Systems.Managed ServiceNow project in multi-phased, global implementation from initial platform install. Managed team of 5-10 onsite, offsite (Costa Rica), and offshore (TCS vendor in India) developers to build customized core catalogs (Incident, Problem, and Change) along with 30+ catalogs. Developed quick, simple forms (Cross-Channel Marketing Platform (CCMP), CheetahMail (Fusion), and Networking) to complex workflows with multiple tasks and approvals (Account Provisioning (Client Onboarding), Database Access, and Deliverability). Integrated ServiceNow with JIRA and SalesForce. Developed planning and communications in MS Project and Confluence. Collected and analyzed business requirements for catalogs, audience, and reports in Navvia Process and Requirements. Designed interface conventions for menus, layout, and email notifications. Transitioned Bugzilla catalogs to ServiceNow. Trained 500+ ITIL and business users to “get started”, create, edit and search tickets, create filters, dashboards, and reporting. Prioritized projects with senior management. Communicated project status weekly to stakeholders. Created and administered users (1000+ ITIL and business users), groups (70+), and permissions. Procured funding for licensing and offshore development. Performed upgrade from Dublin to Eureka. Published weekly status reports and activity logs.Managed and administered Confluence and content for 1200+ users. Wrote 500+ pages documenting systems, network diagrams, technical specifications, business requirements, training, “how to”, and troubleshooting documentation.Managed JIRA maintenance and users, groups, and permissions for 700+ users. Collected workflow requirements from users. Installed and tested plug-ins/add-ons.

Wrote Software Development Life Cycle (SDLC) documentation for the Trading and Order Routing department. Maintained design and testing content for the RoutEx Order Management System (OMS) and the Client Independence (CI) project totaling 42+ components including: ADP Gateway, ActiveMQ, Application Status Monitor, Cancellation Interface Monitor, EtcToRxGW, Fix Gateway Bus Integration, Golden Gate, Logger Server, Master Console Proxy, Message Bus Framework, Oracle Conversion Rc/Rx Server, Recovery Proxy, Surf Rules, TIR Gateway Tpp Interceptor (Reallocation Forwarder) Virtual Runtime Environment, VTN/VTR, and Web GUI Interface. Managed content version control for documentation in various states of completion to adhere to the Agile development process. Scheduled Subject Matter Experts (SME) reviews for design, code, test plans/cases, and release notes. Led meetings that included agendas, previous minutes, risks, and action items (associated by name and date). Automated content review/approval process in MS Outlook. Created architectural diagrams in Visio. Recorded component demonstrations in WebEx. Tracked and reported defects in Mercury’s Quality Center (QC) application. Reorganized departmental Wiki, iShare, and network drive to connect all documentation. Created SDLC Wiki templates for all content to empower resources to create and own content. Created and maintained component and project life cycle development task checklists. Developed style and conventions for documentation including support contacts, acronyms, financial, and technical glossaries. Collected content and updated Production Handbooks (6+) across various technology and related business departments. Contributed to formal review/approve compliance meetings.Managed 13 projects for the Project Management Infrastructure department. Deployed eight Financial Information eXchange (FIX) international re-route projects including Citadel, E*TRADE Korea, Fiserv (WMA), LAVA, SAXO Bank, and WEXX GTC.

Wrote the Time and Effort Tracking and Reporting Application (TETRA) User Guide. Documented the internal application for administrators, supervisors, and staff to define process and tasks. Interviewed personnel from management, International Program Department (IPD), technology, and finance to define daily, weekly, and monthly system engagement for each role respectively. Designed content in sequential layout for all users to logon, follow process maps, input data, generate reports, troubleshoot issues, and contact support. Detailed specific instructions for managing fund allocations, managing cases, funding approval, tracking projects, training, time-off, and generating weekly reports. Reviewed existing documentation and developed a project plan to complete the user guide in one month. Linked the content to existing intranet sites like contacts, and technical glossaries. Published weekly status reports and activity logs.

Wrote Prime Broker frontend trading system user guides for internal and external audiences to help manage hedge fund portfolios. Developed a guide for the trade capture/manager (Tiger) application that included: Allocation Blotter, Broker Trades, Dashboard Summary, Details, and System, Incoming Files, Journal Entry, Journals, Pending Trade Flow, Reporting, Static Data Screens, Trade Blotter, Trade Breaks, Trade Composition, and Trade Entry. Developed a guide for the product master/manager application that included product (securities): Configuration, Corporate Actions, Creation, Reports, Searches, and User Entitlements. Scheduled and interviewed IT and business Subject Matter Experts (SME) to collect content. Inspired SME participation by communicating project value. Escalated concerns regarding product and process quality in clear, timely, collaborative, and constructive manner. Planned independent review of all final deliverables to ensure accuracy. Developed in MS Word and Snagit. Created user guide templates for other writers so suite of documents had the same “look and feel”. Developed style and conventions for documentation including support contacts, acronyms, financial, and technical glossaries. Built and maintained a project plan to manage aggressive deadlines. Published weekly status reports and activity logs.

Wrote Valdi Order Management System (OMS) Certification Guide that integrated 20 components from B2 and U2 environments. Developed modules including: 23x6 Trading Support, Algo Integration, Allocations, Autocross, Basket Trading, Fee Based Trading, Group Monitor/Auto Aggregation, Hybrid Trading, Indications of Interest (IOI) for B2, Client Setup, and Valdi OMS (Trek Project), International Trading (ADR-ORD Trading, Canadian Smart Order Router, Routing via GL NET, Security Master/Common Symbology), Listed Market Making, Liquidity Solutions (LS) Suite including Algo Trading, Market Map Integration, Option's Trading, and Order Management System-Execution Management Systems (OMS-EMS) Integrated Trading Environment (ITE). Wrote certification exam questions. Scheduled and interviewed Subject Matter Experts (SME) to collect content. Recorded all interviews (both on/offshore) in WebEx. Inspired SME participation by communicating project value. Escalated concerns regarding product and process quality in clear, timely, collaborative, and constructive manner. Pursued rigid weekly review process to obtain content approvals. Planned independent review of all final deliverables to ensure accuracy. Developed style and conventions for documentation including support contacts, acronyms, financial, and technical glossaries. Established consistent interview format for all recordings to have the same "look and feel". Built and maintained a project plan to manage aggressive deadlines. Published weekly status reports and activity logs.

Wrote training documentation for a Private Equity accounting and administration application, Private Equity Processing System (PEPS), formerly known as Investment Café. Interacted with executives, analysts, cross-functional teams, design engineers, usability testers, Quality Assurance (QA) testers, and field technical support to ensure documentation met user and client needs. Created 100+ application-specific and collateral documents including: 43 PEPS training modules (Bank Reconciliation, Bank-Brokerage, Capital Call and Distribution, Capital Call and Distribution Void, Capital Commitment Adjustment, Chart of Accounts, Client Gateway Fund Set Up, Contact, Employee, Excel Plug-ins, Fund, General Partner, Investment, Investor, Journal Entries, Master Feeder Fund, Relationships and Allocations, Security Access, Sponsor, Subsequent Closing with Interest, Transfer, User Maintenance, and Vendor), 16 related exams, 19 internal report user guides (Balance Sheet, Bank Reconciliation, Capital Account Statements, Capital Call History, Capital Commitment, Fund of Funds, General Ledger, Income Statement, Investment Aggregation Report, Investment Position Fund of Funds, Partner Database, Partners Capital, Profit and Loss (P/L), Transactions, and Trial Balance (TB)), 14 training module recordings in WebEx (Bank Reconciliation, Capital Call and Distribution, Capital Call and Distribution Void, Capital Commitment Adjustment, Chart of Accounts, Contact, Fund, General Partner, Internal Reports, Journal Entries, Master Feeder Fund, Relationships and Allocations, and Sponsor)Trained and supported 200+ employees to use the PEPS and related reports. Recorded all application modules using WebEx Recorder and Editor for supplemental audio/visual training published on internal support site.Tested release updates of PEPS for QA. Wrote baseline test cases for end-to-end application testing of all modules listed above. Ran Quick Test Professional (QTP) scripts to supplement manual testing.

Wrote technical documentation for the implementation of a new Help Desk for the New York Department of Education to support 1200+ K-12 schools. Developed a training manual for the automated problem management system, Support Magic, the school system network, supported hardware and software with Visio diagrams, call handling procedures, contact, and acronym lists. Developed 60+ phone scripts to train the 35+ person department comprised of Level 1-3 analysts, specialists, and supervisors. Reviewed client reports from recorded, stored, and tracked service requests to collect “Top 25” reasons users called support. Wrote scripts to help close the calls (15K+/- monthly) within seven minutes. Interviewed technical resources to collect problem/resolution information. Managed role-play scenarios between supervisors and trainees to polish the scripts. Drove the review and approval process for all documentation. Wrote customer satisfaction letters and surveys to solicit customer feedback from their support experience. Published weekly status reports and activity logs.

Wrote IT production Run Books to expedite transitional technical documentation for the JPMorgan Chase and Bank One merger. Developed Chase Retail Bank support resource information about the data center, its hardware, and software for the Corporate Internet Group (CIG) Technical Service Center (TSC) Production Assurance Center (PAC). Interviewed all levels of support personnel to gather requirements and collect content such as SLAs (Service Level Agreements), contacts for call escalation trees, and troubleshooting. Mapped eBanking transactional system paths for the Voyager front-end My Accounts, Payments/Transfers, and the back-end Tandem Payment Processor. Wrote CIG TSC Support CBMC Run Books like BSP Biller Console AdminTool, BSP eBills View, Statements Web Site, BSP Statements Processing, CSP AdminTool, CSP Immediate Pay Processing, CSP Payment Processing, CSP Web Site, and CST AdminTool. Wrote CIG TSC Support eBanking Run Books like CFS CMS, eCAF, eChase Kana eMail System, eCHF, RFS SBFS PFS Transactions, Student Loans, and Tandem Payment Processor. Developed process instructions to perform day-to-day operations, respond to emergencies, and escalate issues to the right levels of authority and skill sets while enabling support to perform any procedure from backing up to failing over to a remote site. Created current logical state and current physical state diagrams with Visio. Scheduled interviews over various time zones and led meetings with agendas using Lotus Notes 5. Published weekly status reports and activity logs.

Analyzed existing Customer Service business processes to improve order entry speed and accuracy as related to selling, manufacturing, and distributing DVDs, CDs, VHS, and software. Wrote a Systemic Problem Analysis Report, Order Entry System Specifications, and Modular Enterprise System Solution Proposal. Developed documentation to identify order management problems and underlying causes, provide detailed software system specifications, and propose an enterprise-wide series of module solutions (both software and human) that address current problems and meet the future business needs. Researched and interviewed all levels of Customer Service personnel and all interacting business units like Credit/Billing, Customer Reports, Financial Accounting, Intellectual Property, Inventory, Packaging, Planning/Scheduling/Offloading, and Shipping/Distribution. Toured various sites, departments, and warehouses to study the start-to-finish product development process and all the interactions between the client, its customers, and third-party vendors. Reviewed Bill of Materials (BOM), Purchase Orders, Sales Orders, and Work Orders for each type of order including Custom Packaging, Data Samples, Microsoft Variants, Offloading, Overbuilds (to account for scrap), Packaging, Replication, Print Samples, and VHS/Optical. Published weekly status reports and activity logs, created reports, designed presentations, scheduled meetings, and took notes. Maintained contact, documentation, and glossary lists. Developed work flow diagrams and graphs with Visio.

Managed software-authoring team to write, build, and deploy Kaplan’s GMAT and GRE practice tests to production. Worked with various sources to collate daily and weekly deliverables and maintain the project plan. Coordinated internal and outsourced writers building tests in KAAT 1.0 (Kaplan Authoring Assembly Tool), their in-house, proprietary publication’s system. Internal development included 20-step content entry process, importing graphics, and meticulous editing skills. External, overseas development included XML coding from raw source PDF code. Managed data flow from New York to California to India with daily FTPs and communications. Assembled the tests by building and releasing modules in a backend UNIX process that populated the database and formatted the tests. Performed rigorous testing and edits during Quality Assurance (QA) iterations including XML source code review. Tracked issues and defects for daily progress reports. Reviewed and edited final products to enforce visual standards. Delivered 12 tests each with 78 questions, answers, and explanations meeting the two-week deadline. Identified and wrote several business processes. Collected and approved contractor timesheets.

Wrote and edited content for various professional and personal Web sites in HTML and XML. Performed usability and performance testing. Consulted on site marketing and design. Edited client resume and portfolio content.

Wrote documentation and managed client/server, Intranet, and Web development projects ranging in cost from $15-500K for supported FCAT (Finance and Corporate Administration Technology) business units including Corporate Administration, Human Resources, and Technology within a PMO (Project Management Office) setting. Designed and documented detailed business requirements, technical specifications, use cases in MS Word and HTML, project plans with MS Project, and process flow diagrams with Visio. Wrote and completed required process documentation: BIM (Business Impact Matrix), BSS (Business Systems Specifications), Change Management (mainframe), ICS (Integration and Certification Services), ISS (Information Security Services), NSD (National Service Desk), OLAP RAT (Online Analytical Processing Resource Allocation Tool), PDR (Project Definition Report), Project Sizings, SLA (Service Level Agreement), SLO (Service Level Objectives), SOAR (Schwab Online Assessment of Risk), TechStar, and Turnover. Built high-level sizing of cost, resources, and completion time. Identified risks, tracked issues, wrote contingency plans, and forecasted scope changes. Implemented projects through formal SDLC (Software Development Lifecycle, 4 Ds) methodology including Java and Oracle development. Defined project value based on departmental program, operational impact, and scope. Deployed fully tested and operational projects that included a three-tiered level of support with documentation. Scheduled and facilitated team meetings with agendas that included the clients, developers, and executives as appropriate. Developed and maintained monthly, quarterly, and annual budgets. Managed relationships between the business and technology.Participated in Project Manager’s Best Practice Forums and cross-functional development efforts such as writing business requirements and technical specifications, departmental process (InfoFlow and Resource Allocation Tracking), and User Acceptance Testing.

Wrote documentation and managed client/server, Intranet, and Web development projects ranging in cost from $15-500K for supported Finance and Corporate Administration Technology (FCAT) business units including Corporate Administration, Human Resources, and Technology within a Project Management Office (PMO) setting. Designed and documented detailed business requirements, technical specifications, use cases in MS Word and HTML, project plans with MS Project, and process flow diagrams with Visio. Wrote and completed required process documentation: Business Impact Matrix (BIM), Business Systems Specifications (BSS), Change Management (mainframe), Integration and Certification Services (ICS), Information Security Services (ISS), National Service Desk (NSD), Online Analytical Processing Resource Allocation Tool (OLAP RAT), Project Definition Report (PDR), Project Sizing’s, Service Level Agreement (SLA), Service Level Objectives (SLO), Schwab Online Assessment of Risk (SOAR), TechStar, and Turnover. Built high-level sizing of cost, resources, and completion time. Identified risks, tracked issues, wrote contingency plans, and forecasted scope changes. Implemented projects through formal Software Development Life Cycle (SDLC), Discovery, Define, Design, Develop, Deploy (5 Ds) methodology including Java and Oracle development. Defined project value based on departmental program, operational impact, and scope. Deployed fully tested and operational projects that included a three-tiered level of support with documentation. Scheduled and facilitated team meetings with agendas that included the clients, developers, and executives as appropriate. Developed and maintained monthly, quarterly, and annual budgets. Managed relationships between the business and technology.Participated in Project Manager’s Best Practice Forums and cross-functional efforts such as departmental process (InfoFlow and Resource Allocation Tracking), and User Acceptance Testing (UAT).

Designed and populated an Information System using case-based reasoning for internal technical support. Maintained knowledge bases with CBRX and CasePoint expert systems for PeopleSoft’s Eureka Web deployment. Designed knowledge bases to optimize first-call resolution and participated in defining product and service requirements to fulfill customer needs and maximize customer satisfaction. Identified target audiences through public relations meetings and electronic surveys to deliver appropriate knowledge bases. Designed and developed internal methodologies to guide data and logic mapping with Visio. Collaborated with Subject Matter Experts (SME) and client technicians to ensure data integrity. Managed knowledge by collecting, organizing, refining, and disseminating information to develop business processes. Wrote and developed the FSDB, HRDB, RVDB, RVDB Order Management modules, and print case-base domains for Windows 95 and NT 4.0. Developed case resolutions in HTML with FrontPage for Intranet. Queried data from Lotus Notes databases and Vantive’s Primus service tickets. Maintained the Knowledge Base Development Team’s spreadsheets for various document and progress tracking purposes using MS Excel. Revised and maintained format conventions and nomenclature for style guide and case-base development documentation. Trained staff in weekly New Hire Orientation events that included CBRX and CasePoint expert systems, hardware, software, and company policy training for Education Services.

Led team of nine software integration and test engineers consisting of contractors and full-time employees, both on- and off-site, to bundle 17 IBM and non-IBM applications into four Solution Set packages for sale nationally. Targeted Solution Set bundles to small businesses and families to market IBM’s Internet services. Wrote and maintained the corresponding Business Requirements and Plan using Lotus Notes. Wrote and assembled user documentation, system specifications, graphics, and legal notices from associated product owners, developers, marketers, and legal through review and approval process. Designed and developed a Web site for all documentation specifically geared for Help, FAQ, and ReadMe files to market and support products to customers. Developed hardcopy and online documentation in ID WorkBench using the ADEPT Editor to create SGML for future HTML, PostScript, and Xyvision transformations. Managed resulting documentation in CMVC for ISO and Y2K compliance. Wrote for novice as well as experienced computing audience with marketing ranging from families to small businesses. Delivered the project two weeks prior to deadline below projected costs which saved $25K.Edited Distributed Computing Environment (DCE) documentation for content accuracy and IBM conventions through Netscape.

Led team of five writers and trainers to develop Configuration Management curriculum and train employees for a Y2K project. Modeled implementation from concept to completion through targeted research. Researched and wrote Cultural Integration, Needs, and Risk Analysis presentations using MS Excel, MS PowerPoint, and MS Word. Wrote technical documentation for 10 applications and trained staff to implement complex methodology and software. Created marketing surveys, brochures, and presentations for tactful implementation. Designed and developed curriculum for Software Configuration Management (SCM) concepts and methodology, the Configuration Management tool, Platinum’s CCC/Harvest, and associated applications for the Y2K Conversion project. Trained and supported 200 MIS systems administrators and programmers in SCM concepts and systems development for IEEE compliance in three months. Based developer's training on concepts such as check out, check in, repositories, version control, session logs, merges, promotion, and demotion. Based systems administrator's training on concepts such as loading repositories, defining users, setting environments, access control, associated forms, and reports. Customized training for client/server and mainframe environments. Worked with life cycle analysts and programmers to provide low impact implementation. Cultivated relationships between teams and managers through a series of public relations meetings. Coordinated training and project rollout with appropriate hardware upgrades and software installations. Streamlined existing work processes while identifying and developing new ones to provide accurate and responsive customer service. Assembled curriculum and trained 200 MIS employees within the seven-month deadline.

Wrote and edited inbound and outbound scripts for telemarketers. Provided technical support and sales for Dell Computer. Populated and managed client information for knowledge bases. Performed local and remote installations.

Wrote instruction-based manuals for novice and experienced users. Designed and edited Interleaf AIX templates for classroom use.