John Corrigan Email & Phone Number

Wilmington, De, Us

Wilmington, De, Us

Tampa, Florida, United States

• Collaborated with firm wide and line of business process owners to analyze and define Change Management requests for translation into detailed requirements. Partnered with ServiceNow platform and development teams, and technology lines of business, to refine requirements to ensure agreement on design and implementation. Consulted with leadership on roadmap and automation plans to act as a gatekeeper and ensure demand intakes align with the product vision.• Drove automation efforts to leverage AI/ML and Predictive Intelligence capabilities, improving change assignments, risk calculations, approvals, and scheduling.• Established a Demand Intake process that streamlined collaboration and approvals. Refined demand requests while managing business expectations for the ServiceNow Change Management product and API automation efforts. Integrated SN Demand Intakes into Jira based on roadmap planning.• Generated a strong sense of partnership by ensuring test cases provided proper validation of documented requirements, held sprint review sessions, and coordinated firm wide UAT testing with stakeholders.• Partnered with Incident Management to document application updates, and support changing expectations of customers and organizations, while remaining in compliance with risk standards.

Tampa, Florida, United States

• Workforce Demand Manager focused on end-to-end management of workload and demand processes for a broad range of infrastructure services.• Designed and established a new workforce management program leveraged by infrastructure managers and leadership that became a blueprint for the Infrastructure Platforms Line of Technology.• Incorporated ServiceNow ITSM, Asset Management, Demand Management, Book of Work, Telemetry, and Resource Management to create a comprehensive view of organizational performance that highlighted issues, increased efficiency, and reduced costs. • Provided ServiceNow migration support and ITSM oversight. Provided budget support and expense management to Line of Business and Finance stakeholders.

Tampa, Florida, United States

• Product Owner for Point of Sale Estate Management. Worked with business operations and product teams to identify efficiencies and improvements.• Performed Business Analyst duties, documenting requirements for agile development teams to ensure that initiatives were clearly translated into corresponding epics/stories and moved through refinement, development, UAT, and implementation.

Wilmington, Delaware, United States

• ServiceNow Incident and Problem Management Process Lead for firm wide ITSM process, tool, and cultural transformation. Line of Business SME/Business Analyst that documented requirements and collaborated within a firm-wide product team to ensure product design maximizes efficiency and user satisfaction.• Designed and managed Product and Process workshops, identified and validated pain points, captured improvements, and socialized firm-wide ServiceNow features to prepare for and promote adoption.

Wilmington, Delaware, United States

• Managed the Consumer & Community Banking Production Assurance Governance team of subject matter experts that supported Incident, Problem, and Change Management processes and tools and ensured that all ITIL principles were followed. The team governed all support organizations to ensure ITSM process compliance within SLAs.• Accountable to produce precise key performance metrics, ensure adherence to regulatory requirements, and identify improvement opportunities for effective Problem Management.• Managed core processes and maintained stability through multiple mergers, acquisitions, and mainframe insourcing. Business Analyst that drove ITSM support tool optimization through development lifecycle.• Developed, standardized, and established oversight of ITSM processes and procedures through the organizational consolidation of 9 Production Assurance Centers. Established a singular group utilizing best practices and newly optimized processes and tools to achieve resource reduction and efficiencies.• Drove major issue resolution and causal analysis as an Incident Management Lead and Problem Management Lead supporting a wide range of technology. Partnered with vendors and various business organizations to establish and optimize engagement and tactical response.

Wilmington, Delaware, United States

Led team that provided 24X7 on call Production Support for JP Morgan Chase Card Services Call Center applications.

Wilmington, Delaware, United States

Provided large project command center and service deck technical support, and Tivoli Problem Management database administration

Wilmington, Delaware, United States

Managed team of payment research analysts and mulitple financial accounts. Implemented new online tracking and research systems.

Wilmington, Delaware, United States

Oversaw productivity of Financial Service Advisors. Completed all aspects of hiring and development of employees. Provided daily, weekly, and monthly reporting. Assisted in implementation of new application versions.

Education record

Diploma In Computer Technical Support

Practitioner Ipsr-Support And Restore, Itil

ITIL Practitioner Certified for Incident Management, Problem Management, and Service Desk

Itil Foundation In It Service Management, Itil