Michael V. Email & Phone Number

Portland, Oregon, US

• Developed ServiceNow Governance practice, documentation, and demand workflows to engage governance boards.
• Researched, created, and managd business needs, requirements, and cost/benefits that align with strategic roadmaps and business objectives.
• Created, managed, and aligned the backlog of stories, acceptance criteria, and requirements with the product roadmap and release schedule.
• Worked closely with IT practice owners and cross-functional teams to define and prioritize development of customer needs.
• Met with customers and internal stakeholders to understand the business objectives and rationale behind specific customer requests.
• Participated in all Scrum and product development sprints and ceremonies.

• Managed customer service, issue resolution and ensured high customer satisfaction. Facilitated and performed procurement of current and new inventory.
• Responsible for purchasing and maintaining shipping supplies.
• Monitored and analyzed sales records and trends to anticipate consumer buying patterns.
• Developed and maintained online storefront.
• Monitored and managed all bookkeeping and accounting facets.

Cockeysville, Maryland, US

• Led the Service Management Office with a team of 1 Practice Manager and 3 Practice Coordinators, to provide organizational IT governance, using the ITIL V4 framework.
• Acted as the Product Manager/Owner for the development, and rollout, of enhancements and initiatives for the ServiceNow ITSM platform.
• Worked with 3rd party Global teams to complete work within an Agile/hybrid methodology.
• Developed strategic plans for implementing and communicating to rollout of ITIL best practices; namely Incident Management including Major Incident Management, Change Enablement, Problem Management, Knowledge.
• Created, and completed, a revitalization plan for the rollout of 4 updated ITIL practice areas (namely Change Enablement, Problem Management, Incident Management, and Major Incident Management).

Cockeysville, Maryland, US

• Reviewed and reorganized organizational IT business services.
• Developed a strategy plan for implementing and communicating business service management (BSM) rollout.
• Engaged several business units, as a Business Partner, to determine IT strategy and demand initiative needs and direction.

Cockeysville, Maryland, US

• Partnered with multiple internal business units (including Directors, VP’s, and C-level Stakeholders) to develop high-level business objectives, requirements, and process documentation to design solutions that meet.
• Acted as a liaison between business, DevOps, and external vendors to facilitate meaningful engagements and mitigate solution roadblocks.
• Provided guidance and mentorship for junior business analysts and interns.
• Engaged with the Workflow Process Optimization group efforts to streamline current business processes; led by Lean Six Sigma Master Black Belts.Achievements:
• Successfully implemented Five9 Call Center solution allowing multiple internal groups to increase sales and service desk efforts.
• Implemented business analysis and service management templates to streamline the adoption process for documentation rollout.

York, PA, US

• Led project teams, internal and external, to achieve storefront development defined milestones and deliverables.
• Managed and gathered business, and technical, requirements by engaging internal and external clients through effective facilitation sessions.
• Provided direction and participated in continuous improvement process projects to develop efficient business processes and workflows.
• Trained junior staff in project and improvement processes to deliver high quality documentation and deliverables.

Baltimore, MD, US

• Consulted with customers to identify problems and/or opportunities to resolve or implement new business needs.
• Learned and configured proprietary software to meet customer business requirements.
• Documented and gained sign-off on new and improved processes.

Mechanicsburg, PA, US

• Created Scrum stories, business process workflows, and adapt mock-ups for conversion of legacy Enterprise Service Management System (ESMS) to new TelcoSM ServiceNow instance.
• Oversaw all ITIL v3 Knowledge and Incident Management projects across all phases of development, as Project Manager and Process Owner.
• Elicited and developed business requirements; while working with other Process Owners to create and provide process Gap analysis and all process documentation.Achievements:
• Successfully implemented ITIL v3 Knowledge and Incident Management modules into the ServiceNow “Jakarta” instance; as Project Manager and Project Lead, for PA Office of Administration.

Charlottesville, VA, US

• Interviewed, hired, and trained candidates for the expansion of the quality assurance team of the Durham branch office.
• Executed self-developed test plans against requirements, wireframes, UX design mock-ups, and internal quality assurance specifications.Achievements:
• Developed and launched quality assurance processes and procedures for new office location allowing associates a quick start.

Cincinnati, OH, US

• Oversaw the redesign and development of new features for CareLogic; a cloud-based clinical, administrative & financial management software (EHR) for behavioral health, mental health, and human services.
• Was Product Owner and lead quality assurance consultant for multiple development teams during CareLogic SaaS application redesign and launch.

Mechanicsburg, PA, US

• Provided oversight to the Commonwealth of Pennsylvania Department of Public Welfare in implementing the Affordable Care Act (ACA) and Healthy PA (HPA) initiatives; including UAT testing and training.
• Collaborated with Bureau of Business Systems staff to ensure ACA and HPA requirements were met throughout the AGILE SDLC lifecycle.
• Performed research, maintained documentation and business requirements matrices for ACA Mobile development project.Achievements:
• Spearheaded development of statewide procedural manual utilizing design and review sessions surrounding current procedures.
• Implemented strategies to streamline existing ACA “Questions and Answer” process which provided quicker answers to Pennsylvania County and Affiliate partners.

Stamford, CT, US

• Applied strong analytical and product management skills to interpret customer business needs and translate them into application and operational requirements.
• Collaborated with stakeholders to invent, design, and implement innovative solutions leading to new products and business opportunities.
• Provided solutions using in-depth understanding of the AS-IS and TO-BE business workflows from supporting/interfacing system applications.Achievements:
• Identified process bottlenecks and developed opportunities to automate those processes and functions leading to 25% increase in territory sales.

Mclean, VA, US

• Supported Highmark business operations by investigating problems affecting consumer dental claims.
• Provided solution recommendations and implementing United Concordia website corrections; by determining and defining business requirements, functional designs, and process improvements.
• Created and executed test plans that include system, integration, and regression testing.Achievements:
• Implemented new business requirements to use case story process that conveyed system business requirements easily to stakeholders.
• Led a cross-functional project team during redesign of consumer-centric updates for United Concordia websites.

Broomall, PA, US

• Developed and executed test plans for HIPAA 5010 EDI transactions.
• Provided working knowledge of HIPAA (Health Insurance Portability and Accountability Act) transaction codes such as 270/271 (inquire/response health care benefits), 276/277 (claim status), 835 (payment or remittance.

Mechanicsburg, PA, US

• Designed and implemented an electronic medical record (EMR); including an automated medication administration record and physician order entry software suite, for a pharmaceutical client in existing long term care.
• Developed references, by writing and maintaining documentation, for both internal and external users.
• Elicited requirements and designed the interface for the Statewide Adoption and Permanency Network (SWAN) website back-end interface; using the AGILE Methodology.
• Developed and implemented requirements for conversion of off-the-shelf association management software to Microsoft Dynamics CRM; including Outlook contacts integration.Achievements:
• Created and implemented a desktop transition form that increased transition efficiency for clients entering support service contracts.
• Tasked with providing training and frontline functional support for EMR software problems.

• Trained and coached, new and existing, technical support representatives to ensure quality service to customer base.
• Created reference material, including on-line support and technical documentation, for technicians and client base made available via online knowledgebase.
• Provided expert technical support and customer care for the Local Telephone Division of Embarq’s broadband digital subscriber line service.

Atlanta, Georgia, US

• Identified, confirmed, and isolated problems on all services, through manual and automated testing, using various programmatic troubleshooting tools.
• Trained and coached, new and existing, NOC Technicians and Apprentice to ensure policy and Service Level Agreement accuracy.

US

Bs, Healthcare Administration

Cbap Certification Preparation (21 Hrs)

Business Administration

Education record

Emerging Leader - Dr. Nancy Grasmick Leadership Institute