Nathan Kelly Email & Phone Number

Melbourne, Australia

In my current role, I fuse my user experience and my solid problem-solving background to help customers get the most out of the ServiceNow platform. When I joined ServiceNow, I started in professional services implementing ServiceNow for several customers, this hands on experience helps the solutions that I propose today as I understand not only the products and features but also the business change required, the implementation best practices, and different configurations that other customers have used.

Melbourne Area, Australia

Led all technical aspects of project delivery and solution delivery.Provided ITSM, HR and custom process workshops and best practices guidance.Acted as a key technical focal point of the overall implementation project team. Acted as a focal technical lead for Enterprise Service Management project providing guidance and strategic direction for implementationDrove the continuous improvements of implementation methodology and service offerings.Coordinated project and consult across multiple projects, computing platforms, and technologies.Delivered ServiceNow HR custom application solution for a company who hires >10k users a year using this application, with integrations to their HR system (Oracle).Implemented multiple ITSM projectsImplemented several Service Portal and CMS projects including Enterprise Service Management portal, ITSM portals, social communities and HR onboarding checklists.

Ballarat Area, Australia

Provide HR and Operational Management for Service Restoration Managers and Problem Managers within IBM Australia.Act as the Service Line lead for Problem Management to Accounts and Delivery Teams.Drive improvements and alignment to ITIL principles across delivery.Facilitate and drive cross client solutions where applicable.Conduct regular Problem Management Meetings with customers and account teams.Provide leadership in Root Cause Analysis to reduce exposure for clients and Service Levels, across multiple clients and systems.Sell the competency deliverables and grow the business.Escalation point for Major Incident and Problem Management for supported accounts.

Ballarat, Australia

Provide HR and Operational Management for all Problem Managers within IBM Australia.Act as the Service Line lead for Problem Management to Accounts and Delivery Teams.Drive improvements and alignment to ITIL principles across delivery.Facilitate and drive cross client solutions where applicable.Conduct regular Problem Management Meetings with customers and account teams.Provide leadership in Root Cause Analysis to reduce exposure for clients and Service Levels, across multiple clients and systems.Sell the competency deliverables and grow the business.Escalation point for Problem Management for supported accounts.

Ballarat, Australia

Perform reviews at the conclusion of Major Incidents to prevent future Incidents or reduce the risk or exposure of like Incidents.Managing Severity 1 and CRITSIT Incident reviews to completion.Reporting into Problem management competency and Executive focus meetings.Provide MIR recommendations for Preventive Corrective actions across multiple accounts.Collaboration across competencies, accounts & delivery team to drive MIR Actions.Working to reduce Major Incidents cause due to Process, human error & changes.Utilising Kepner-Tregoe Problem Solving Methodolgy

Ballarat, Australia

Service Line focal for Continuous Improvement across all Service Desks in Australia.Provided Gap Analysis to management team on Mindsets, Behaviors and Capabilities across Service Desks.Provided Gap Analysis on the Operating and Management Systems being utilized by the Service Desk Teams.Ensure Service Desk align to IBM ITUP and ITIL principles.Principles aligned to IBM's Global Delivery Framework and Six Sigma Principles.Creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs). Ensures solutions are applied to all clients where applicable.Analyze and interprets financial and business data from Service Desk and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management/customers.

Ballarat, Australia

Ensure IBM Values are met to deliver satisfaction to the customer.Communicate with customer, Accounts team, projects team and 3rd party vendors about issues and risks to services; offering solutions and advice where possible.Perform analysis of new work coming into Service Desk; including process development, forecasting of call volumes and FTE effort.Actively participate in Defect Prevention (including identification, analysis and solutioning) Consistently drive continuous improvement in reviewing and improving processes to enable more effective support solutions to the customer.Consistently driving and analysing opportunities for right-to-left push, enabling the Service Desk further and providing further value to the customer.Assist in process change and development with Accounts team, project teams, 3rd party vendors and customer.Complete statistical reporting & analysis on behalf of Account Team for presentation to the client & IBM.Maintain current and up-to-date information in Service Desk documentation.Provide leadership and co-ordinate management of high severity and/or high impact incidents at the Service Desk level, supplying all assistance to delivery teams possible to assist with resolutionHiring, training and continuous improvement of Service Desk team membersSuccessfully met all deliverables set for me during the life of the various projectsSuccessfully achieved all Service Level Agreements I am responsible that are within my means

Ballarat, Australia

Bachelor'S Degree, Information Technology

Education record