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Kevin Mathis is listed as ServiceNow ITSM Workstream Lead at MultiCare Health System, based in Carbonado, Washington, United States. AeroLeads shows a matched LinkedIn profile for Kevin Mathis.
Kevin Mathis previously worked as ITSM Application Manager at Multicare Health System and Senior ITSM Functional Consultant at Digital Celerity. Kevin Mathis holds Associate’S Degree, Electrical And Electronics Engineering from Itt Technical Institute-Spokane Valley.
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Throughout my career I have held roles in multiple tiers of Service Delivery. These roles range from IT Call Center supervisor to managing ITSM platforms. Within the last 10 years I have implemented and managed various ITSM solutions including Cherwell, CA, and ChangeGear. I have led teams both large and small; 30 member virtual staff supporting users across US and Canada, 5 virtual staff members of various levels supporting the design, implementation, and support of ITSM ticketing platform supporting 80K+ employees used globally. I helped create processes improvements and define key metrics for global audiences. IT Service Management ExperienceFunctional- Policy & Procedure Development- Service Delivery Metrics Development- Requirements Gathering & Analysis- Issue Tracking & Resolution- Vendor ManagementTechnical- Process Design & Implementation- Visual and Functional Customizations- Template Analysis & Creation- Installation, Configuration & Upgrade- Reporting Metrics Implementation
Listed skills include It Service Management, It Service Delivery, Ca Service Management, Metrics Reporting, and 39 others.
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Tacoma, WA, US
- Established and co-wrote charter for internal ServiceNow technical governance board made up of all process owners and major stake holders- Leadership in designing the ITSM processes (Incident, Change, Problem, etc) to be utilized by the organization as the business begins operations within ServiceNow- Established KPIs and performance reporting within.
Tacoma, WA, US
- ITSM work stream lead for ServiceNow implementation - ServiceNow Performance Analytics, Dashboards, Reports- Established KPIs and performance reporting throughout ChangeGear (Problem, Incident, Request)- Created and implemented IST KPI Dashboard within PowerBI to empower leaders and staff- Introduced new process to quickly create critical tickets for the.
San Francisco, CA, US
- Fully installed, configured, and customized CA Service Management, CA Service Catalog, CA IT Pam 14.1 for a large medical client, collaborating with staff to create easy to understand self service offerings- Coordinated with client on the development and creation of new Contact Synchronization process to update SDM via IT Pam- Developed as-built.
Dallas, Texas, US
- Communicated with management and key stake holders throughout each phase of design and implementation of platform- Coordinated with all IT departments globally to ensure their business needs were documented and established to be used in the design phase of ITSM platform- Led the vendor selection process of introducing a single ITSM platform to newly.
Dallas, Texas, US
- Standardized all performance based metrics, KPI’s and Service level’s globally- Designed and implemented simplified 2 question survey to better meet global requirements and decrease the amount of time needed to complete- Delivered reports to all levels of IT from Executive to team supervisors. Reports were delivered on daily, weekly, monthly basis or.
Dallas, Texas, US
- Manage team of 30 analysts divided across US and Canada in 24/7 call center with a focus on first call resolution- Create and implement analyst policy and procedures including: call scripts, ITSM platform usage, and reporting requirement- Supervise all 1st level calls from staff within North America and Canada, monitoring all queue times, analyst.
US
- Local IT support for 5 offices in the Seattle area and remote support for 5 additional offices throughout Washington and Alaska- Responsible for the build, upgrade and replacement of all user computers on 3 year cycle- Manage all vendor contact to support software implementations and on-going support and maintenance
Ottumwa, IA, US
- Provide support to staff on applications and hardware throughout the Credit Union, including password lock-outs, and troubleshooting of any software issues- Implemented Multi-Factor Authentication for online banking and worked with Trace Security on implementation and roll out - Assist the AVP of IS department in planning and scheduling of maintenance.
Richland, WA, US
- Managed various areas of support including Active Directory functions, email (Outlook, Outlook Express), and Windows installation, configuration, and upgrade issues- Maintained and monitored all software licensing and compliance
Quick answers generated from the profile data available on this page.
Kevin Mathis works for MultiCare Health System.
Kevin Mathis is listed as ServiceNow ITSM Workstream Lead at MultiCare Health System.
Kevin Mathis is based in Carbonado, Washington, United States while working with MultiCare Health System.
Kevin Mathis has worked for Multicare Health System, Digital Celerity, Aecom, Dmjm Harris, and Community 1St Credit Union.
You can use AeroLeads to view verified contact signals for Kevin Mathis at MultiCare Health System, including work email, phone, and LinkedIn data when available.
Kevin Mathis holds Associate’S Degree, Electrical And Electronics Engineering from Itt Technical Institute-Spokane Valley.
Kevin Mathis is listed with skills including It Service Management, It Service Delivery, Ca Service Management, Metrics Reporting, Service Delivery Management, Incident Management, Procedure Development, and Cross Functional Collaborations.
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