Lee Mcrae Email & Phone Number

Melbourne, Australia

At ANZ I am enjoying the challenges, opportunities and growing my knowledge and professional network with people across the globe as part of the ServiceNow deployment.I am managing the Service Level Management component of the platform, where we are designing and building business and service views of technology. This work supports critical regulatory reporting requirements, and enables fact based conversations between ANZ's business units and technology on the performance and reliability of our services.Additionally, I am responsible delivering critical reports with the standard reporting capability of the platform and enjoying the challenge of learning how to deploy solutions using the advanced Performance Analytics component of the the platform.Building training videos and holding education workshops for ANZ staff is ongoing and rewarding experience.

Melbourne, Australia

For two years I supported ANZ's Retail Branch Network in Australia. A key focus was early detection of issues and to restore service as quickly as possible, while ongoing service improvement was delivered through fact based analysis and a strong business and technology stakeholder engagement, resulting in ~100 service improvements to our staff and customers.

Melbourne, Australia

Leading a team of 5 staff, we delivered on time and accurate service and operational reporting for the Technology Executive at ANZ bank.Extending the data models and referential data capability gave ANZ staff an easy to maintain and deploy reporting capability to identify technology issues in realtime. Business aligned reporting also provided relevance to ITIL metric and service reporting.Reusable and business aligned portfolio reporting helped staff identify and remediate technology and process issues, and provided a baseline to demonstrate tangible benefits delivered as a result of focused and aligned service improvement activity.

Melbourne, Australia

Currently the custodian of Service Management reporting for Australia, Institutional and Group Technology divisions @ ANZ, and tools (CA Service Desk Manager and Xtraction Reporting) SME for Global Service and Incident Management.Responsible for the standardisation of technology service reporting and defining standard reporting metrics and KPIs across ANZs various business divisions globally; to extend reporting capability of new tool sets; and to drive continual process improvement whilst supporting the Global Service and Incident Management team and the Technology Service Management community.

Melbourne, Australia

Currently leading multiple customer report migrations for a major HP Tools Transformation project.Directly responsible for the migration of 15 customers, as well as supporting the migration of a further 30 customers.Define and enforce the Reporting Implementation Process and act as a Subject Matter Expert for report mapping and development, and Service Management configuration, especially in the area of contract interpretation and mapping to processes and SLO (Service Level Objectives) configuration.Gather all reporting requirements and perform reporting gap analysis against the standard report catalogue as well as any existing customised reports.Coordinate and participate in the development of reports to close any reporting gaps.Implement Service Management standard operational report sets.Construct and maintain Business Objects Enterprise report schedules during transition phases, document and hand over to Business As Usual (BAU) reporting team.

Bachelor Of Engineering In Computer Systems (1St Class Honours)

Activities and Societies: Golden Key International Honour Society Member

Bachelor Of Engineering In Software (2Nd Class Honours)

Activities and Societies: Golden Key International Honour Society Member