Act as the primary point of contact for all ITSM support issues, ensuring timely resolution.Lead the creation, direction, and review of ITSM functions to drive efficiency initiatives and process improvements.Provide proactive recommendations to optimize system usability and support the build team in design, requirements, and testing.Administer SharePoint and develop comprehensive reports related to IT KPI’s and metrics.Analyze service level commitments and distribute SLA reports… Show more Act as the primary point of contact for all ITSM support issues, ensuring timely resolution.Lead the creation, direction, and review of ITSM functions to drive efficiency initiatives and process improvements.Provide proactive recommendations to optimize system usability and support the build team in design, requirements, and testing.Administer SharePoint and develop comprehensive reports related to IT KPI’s and metrics.Analyze service level commitments and distribute SLA reports to IT service owners.Oversee and manage all SLAs, OLAs, KPIs, reports, metrics, and performance plans, aligning them with business needs.Design, maintain, and audit ITSM processes, including Incident, Problem, Change, Knowledge, Asset Life Cycle Management, and more.Produce and maintain documentation, user guides, and training manuals for ITSM processes and tools. Show less

Managed all incident coordination and maintained communication standards across the organization.Provided operational support for ITSM activities within ServiceNow, including Incident, Problem, and Change Management.Created and maintained SLAs, and led root cause analysis to ensure efficient incident resolution.Designed ITSM processes and documented service requirements for key stakeholders.

Led user acceptance and ITBM testing, and coordinated with leadership to develop corrective action plans.Provided expert application and technical support, and engaged in problem management activities.Acted as a liaison between internal groups and audit agencies, and conducted risk management meetings.Managed enterprise audits and developed frameworks for IS Policy Management.

Developed training materials and conducted quality assurance oversight to ensure process compliance.Led change management campaigns, developed communication strategies, and analyzed training effectiveness.Facilitated daily change review meetings and supported regional changes and inquiries.