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Versatile and influential IT leader with almost 30 yrs of experience leading IT operations, application development and implementation, governance and controls, process design and implementation, projects, programs and teams, across multiple industries, on a variety of technologies. Currently co-owner of MavenNext, a Premier ServiceNow Partner.I lead customers and team members in identifying the root causes of problems and how to address issues at the core. Solutions are much more than technology; they involve people, process and organizational culture. As an advisor, I consider the many obstacles to success and work with leaders to define strategies that address the many needs of an organization.Specialties: IT Service Management, ITIL, ServiceNow, Asset Management, Identity and Access Management, Governance and Compliance, Business Service Management, Integrations, Reporting, and HR Service Delivery.Favorite sayings: "A Fool with a Tool is still a Fool!""If you take a bad process and automate it, you just make it bad faster."
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Program ManagerInfocenterBend, Or, Us
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Director And Practice Owner For Itsm, Csm, Virtual Support And Business Process PracticesMavennext Aug 2023 - PresentManaging team of Business Process Consultants.Responsible for enabling teams in best practices for: - Business process consulting - IT Service Management - Customer Service Management - Virtual Support -
Director Of DeliveryMavennext Jun 2022 - Aug 2023Managed three teams performing the functions of ServiceNow consulting: Project Management, Business Process Analysis, and Development. Also responsible for Resource Management, forecasting, budgeting and onboarding new employees to the MavenCreate methodology.
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Sr. Manager Of Business Process PracticeMavennext Jun 2021 - Jun 2022Cultivating a new generation of ServiceNow experts while delivering high quality consulting and expert advice for all industries.
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Sr. Business Process ConsultantGlidefast Consulting Sep 2019 - Jun 2021Waltham, Massachusetts, UsDiscover client needs through guided workshops and process design, capture requirements, provide technical design and thought leadership for implementation team. -
Solution ArchitectHealthcare It Leaders Aug 2018 - Sep 2019Alpharetta, Ga, UsSpecializing in ServiceNow, Nuvolo, and integrations. -
Solution Architect (Contract)Matrix Resources Feb 2018 - Aug 2018Atlanta, Georgia, Us -
Itsm And Servicenow Strategy LeaderLes Schwab (Contractor) Oct 2017 - Feb 2018Drove process and ServiceNow development for PMO adoption. Developed a multi-year roadmap for IT Service Management, and created a strategy to implement scorecards at all levels of IT. Led the project to upgrade ServiceNow, as well as the development of environment and development standards for the platform. Provided clarity and detailed descriptions for ITSM Process Owner and Manager roles.
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Solutions ConsultantAlcor Solutions Inc. Aug 2016 - Oct 2017Dublin, California, UsPresales consulting for ServiceNow and related technologies, scoping and estimating, roadmap workshops, and pre-engagement preparations. -
Servicenow Engagement ManagerAlcor Solutions Inc. Apr 2015 - Aug 2016Dublin, California, UsLed IT Service Management implementations using ServiceNow applications. Included all aspects of Project Management, customer relationship building and client adoption of technology and processes. Implementations ranged from standard 'out-of-the-box' initial implementations, to full re-implementations, upgrades, significant releases, and detailed 2 way integrations. Also mentored team members in best practices and career growth.
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Servicenow Business Consultant (Contract)Nike Nov 2014 - Apr 2015Beaverton, Or, UsAssess current ServiceNow implementation and challenges, propose architecture and recommendations for future ServiceNow Implementation and IT Service Management processes (Incident, Problem, Knowledge, Change, Service Request, Configuration and Asset Management. Partner with 3rd party implementation consultants and in-house customers to create requirements and design use cases. Instrumental in implementing ServiceNow Discovery. -
Service Management Program Manager (Contract)Nike Nov 2013 - Nov 2014Beaverton, Or, UsCreated vision and business need for Service Management. Led program to select and quickly implement ServiceNow. Provided daily leadership for project team of 5-8 individuals. Architected the overall solution and intersections for processes within the ServiceNow tool. Provided many demos of ServiceNow capabilities. Managed program budget, vendor relationships, and steering committee activities.
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Solutions Center ArchitectSalem Health Feb 2013 - Nov 2013Salem, Oregon, UsArchitected the ITSM processes, ServiceNow implementation, and cultural transformation for a 6 month implementation of ServiceNow, including Incident, Knowledge, Service Request, Self-Service Portal, and Change Management. Provided daily leadership for two in-house developers and one vendor developer. Managed project timelines, budget, and steering committee activities. Wrote and led user acceptance testing sessions. Wrote training materials, and trained multiple groups of users and customers. -
Is Service Management Process ManagerColumbia Sportswear Oct 2010 - Feb 2013Portland, Oregon, UsLed to creation of IT wide incident management and change management processes. Designed and led the Disaster Recovery annual drill. Analyzed and wrote business requirements for ITSM tool (Remedy). Created and executed test plans for ITSM Tool (Remedy). Created ITSM Process KPI's, created and published reports. Wrote training materials, and trained multiple groups of users and customers. -
It Systems And Process AnalystThe Standard (Standard Insurance Corp) Oct 2006 - Nov 2010Portland, Oregon, UsImplemented Project Governance including stage gate criteria and materials. Researched and proposed an Identity and Access Management (IdM, IAM). Led the creation of request fulfillment processes, evolution of change management. Participated in the rapid implementation of their new ITSM tool (infraEnterprise) from requirements, through design, testing, training, and implementation. Developed application screens and workflows for ITSM processes (on infraEnterprise platform). Drove creation of enterprise on-boarding process and roles-based access controls. Created and maintained IT wide metrics dashboard for Sr. IT Management. -
Hr Systems AnalystIntel Nov 1994 - Sep 2006Santa Clara, California, Us12 years, multiple positions in HRIS. Designed and built Reporting database and application for Remedy call center ticket system. Gathered requirements and provided testing for global enterprise HR solutions (such as PeopleSoft) and web based applications, supporting the following business functions: onboarding, benefits, payroll, immigration, stock, 401k, compensation and HR call center functions. Led hands-on manual upgrade of 75+ workstations in a 24x7 call center.
Michelle Murtha Skills
Michelle Murtha Education Details
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Portland State UniversityBusiness Administration/Information Services And Quantitative Analysis
Frequently Asked Questions about Michelle Murtha
What company does Michelle Murtha work for?
Michelle Murtha works for Infocenter
What is Michelle Murtha's role at the current company?
Michelle Murtha's current role is Program Manager.
What is Michelle Murtha's email address?
Michelle Murtha's email address is mi****@****eys.net
What is Michelle Murtha's direct phone number?
Michelle Murtha's direct phone number is +150393*****
What schools did Michelle Murtha attend?
Michelle Murtha attended Portland State University.
What skills is Michelle Murtha known for?
Michelle Murtha has skills like Peoplesoft, Vendor Management, Process Improvement, Sharepoint, Visio, Sdlc, Business Analysis, Business Process, Project Management, Business Process Improvement, Software Documentation, Process Engineering.
Who are Michelle Murtha's colleagues?
Michelle Murtha's colleagues are Omkar Kulkarni, Elizangela Freitas De Matos, Harshada Bhadane, Priti Salim, Shruti S., Anthony Melchiori, Mohini Gholap.
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