Service lead providing ServiceNow admin and process support for a users of the multinational pharmaceutical company GSK.

Remedy Incident management administration and process support for a users of the multinational pharmaceutical company.

Train and monitor over 50 new IT analysts at the new project site in MontrealOversee the transfer of responsibilities to the management assuming the new projectEscalation point to contact external agencies, follow through on high profile issues, and assist in a timely resolution of issues Utilize Remedy reports and call trend reports to determine what areas of the transition need improvement

Generated and analyzed statistical reports for tracking weekly and monthly productivity for Helpdesk analysts.Utilized Remedy reports to analyze the various sources of helpdesk calls and work with GSK’s application owners to resolve issues or document solutions (workarounds, work instructions, SOPs, Policies).Reviewed and updated GSK’s IT communications to determine how changes in the infrastructure will impact daily call volumes.Collaborated with the Remedy support team and OLA owners to create accurate Operating Level Agreements.Responsible for analyst performance reviews in addition to interviewing and hiring new analysts.Assisted in succession planning for Helpdesk Analysts, Team Leads and Managers on Duty.

Lead support and second level escalation contact for ServiceNow core organizational processesPoint of contact for user requirements between users and escalation teamsProvide knowledge and work instruction for end users and Help Desk resolution/escalation CMDB support for the onboarding of new systems, including support for the organization of service/software componentsEnsure CMDB compliance and conformity with GSK systems and organizational structuresAdministration and maintenance of ServiceNow user access including licensing and system permissions.Maintenance of fulfiller groups to ensure compliance, necessity, and reduction of complexity. Troubleshooting of system issues for reactive support and preventative maintenance.Document and maintain knowledge for ServiceNow Core functions.

Utilize ITIL processes to identify GSK's Incident Management pain points and implement Remedy solutions to allow support teams to handle their own incidents/problems more efficiently. Responsible for moving client enhancement requests through the GSK Change process including gathering requirements, development, testing & implementationGenerate and maintain all SOPs, work instructions and training material for Incident Management, directed towards both end-users and sub-adminsSecond Tier support for Remedy application issues and enhancement requests.Manage Incident Management on-boarding projects for internal and external support teams throughout the globeCollaborate with project teams and workflows which interface with Incident Management to set up / maintain reliable processesRemedy administration tasks, including creation/deletion of accounts, granting permissions, editing groups/accounts, etc

Managed approximately 20 Helpdesk analysts to resolve client inquiries.Acted as a liaison for all IT departments to notify and resolve large-scale outages and issues.Developed policies and procedures to handle functional and operational issues.Successfully redesigned the training program from three months to two week on over 50 client specific applications in order to better fit the needs of the client.

Provided computer support for over 16,000 clients in the US and UK, for both local and remote clients (avg. 10,000 queries per month).Assisted R&D personnel with effective use of computer resources.

Assisted with the design and development of internet businesses.Maintained and updated the content of internet web sites.Designed print pieces for company portfolio and catalogue.Created / manipulated photos for print and digital design.