• Recommended ServiceNow solutions to meet IT and business requirements.• Led system enhancements and external integrations using No-Code Low-Code Pro-Code development tools.• Prioritized product backlogs with our DevOps and Service Excellence Team.• Solution Architect for CMDB Automation, Discovery, and Service Mapping.• Managed stakeholder communications and project schedules.• Collaborated with ServiceNow product owners, vendors and partners.• Oversaw AWS and Azure cloud infrastructure.

• Managed ITSM ServiceNow and Business Analytics application lifecycle, service delivery, run and support.• Implemented application integrations, system platform upgrade, and product enhancements.• Ensured product governance and executed IT controls.• Defined application roadmap and strategy to support business needs.• Participated in vendor and product RFP.• Performed vendor management to exceed SLA and CSAT.

• Led ITSM process simplification and improvements.• Authored compliant ITSM standard operating procedures, work instructions, and knowledge articles.• Performed SLA review, problem record audits, major incident management, and event management.• Trained IT teams and vendors across the globe to increase process adherence and adoption.• Managed ITSM ServiceNow application as service manager delegate.• Spearhead application integration and enhancement.• Ensured application governance and executed IT controls.

• Developed and implemented knowledge management strategies, policies and procedures using Knowledge-centered support (KCS) methodology.• Created training materials and conducted workshops to increase adoption, KB usage, and knowledge sharing.• Reviewed and approved IT knowledge articles using Article Quality Index (AQI) prior to publication.• Led Knowledge Management Governance Board (KMGB) in streamlining KM activities such as trainings, quality audits, KB lifecycle management, and KB feedbacks.

Strategic team manager with success in directing cross-functional teams of technical experts in multiple site locations across 3 sites, namely Manila, Cary and Krakow, by leveraging knowledge in driving performance. Recognized for leadership in knowledge management and business process improvement. Proven track record in developing individual or team performance, developing solutions that improve efficiency in driving KPI's.• Senior Team manager handling Tier 2 Administrators (12 to 20 FTE’s) supporting one of the leading providers of cloud services and CRM applications worldwide.• Program manager for knowledge across 3 Delivery Sites (Cary, Krakow and Manila with 200+ FTE) using Knowledge Centered Support (KCS) practices and principles.• Implemented training programs for successful knowledge adoption.• Conducted skill group trainings by leveraging knowledge as way to resolve our customer’s issue.• Coordinated opportunities for improvements (OFIs) to team managers in improving Article Quality creation, usage and knowledge adoption.• Supervised and coached 5 Knowledge Champions/Publishers in handling Article Quality Index (AQI) Monitoring, KB Feedback process and Knowledge Base usage which include reviewing, editing, archiving and publishing articles for our support team and customer success.• Supervised and coached Senior Frontline administrators and SME’s of their daily responsibilities• Collaborated with internal and external Delivery Partners in improving site wide performance.• Created reports and performance dashboard to effectively monitor daily, weekly and monthly improvement of our administrators per delivery sites.

• Oversee SPOC Central Team and Web Queue analyst of their daily responsibilities and assignments in meeting KPI's across all regions. (North America, Australia, APA, UK and South Africa)• Mentor and coached the team of their Opportunities For Improvements (OFI), performance improvement plan and quality monitoring.• Improved ticket handling processes using Six Sigma and lean methodology to increase customer and client satisfaction.• Aligned knowledge base and documents with our business needs.• Created training materials for continuous improvement of the team.• Revised team scorecard to effectively gauge team and individual performance.• Handle staffing requirements, recruitment, and payroll concerns of the team.

• Drived team and individual performance through coaching and providing feedback.• Provided technical support assistance and customer service excellence to our customer’s escalations.• Do root cause analysis and provide long term solution for specific metric.• Act as Point of Contact in the absence of our Manager.• Created training material for Training bay agents for classroom instructions and huddle.• Create action plans that supports clients program and improve our team’s performance.• Managed production floor to ensure service levels were satisfied especially during critical intervals.• Coordinate with Workforce management about team’s schedule to avoid any issues in staffing requirements.

• Handles call escalation; call transfer and supervisor calls from Level Two agents and customers via phone and chat. • Act as internal help desk for Level Two agents, Training Bay agents and Supervisors as well for advance troubleshooting steps. • Provided floor support and coaching to jump start agents.