- 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 ServiceNow converting prior KPI’s to utilize ServiceNow system- Created and implemented ServiceNow Performance Analytics to the Information Systems & Technology leadership team introducing trend analysis and actionable metrics- Worked closely with team leaders to define structure, access and training needs are being met for analyst staff as we implemented ServiceNow- Collaborated closely with ServiceNow developers to ensure team delivers best solution to meet customer needs while continuing to be a good steward of the system- Coordinate the discovery process and initial interviews as new teams or partner organizations onboard to ServiceNow system

- 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 NOC support events- Introduced new Self-Service Portal and Service Catalog- Designed and implemented improvements to the Change and Problem process

- 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 documentation for both process and environmental data - Implemented multiple analyst roles with differing form, language, and access requirements- Develop and implement key KPI metric reporting utilizing Xtraction- Provided support for 14.1 Go-live implantation of Service Delivery Management including Change Management, previously company was on 12.9 platform

- 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 merged company. Designed and delivered RFP with extensive requirements to outside vendors- Managed and directed support for both CA Service Desk Management and Cherwell as Service Delivery utilized multiple major platforms- Educate global teams in the capabilities that can be utilized to increase staff productively helping to decrease time to deliver support

- 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 on-demand when needed- Manage day to day operation of platform including customization's to forms, groups, categories to meet business needs- Developed multiple types of training materials to assist in training of both IT staff and End users to meet varied skill levels and learning methods

- 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 availability, and supervisor escalations- Train additional departments in system usage and ITSM best practices

- 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

- 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 tasks- Instructed members on use of new online banking security measures assisting and troubleshooting any issues members were experiencing

- 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