Nick Whiting Email & Phone Number

Leatherhead, Gb

Leatherhead, Surrey, Gb

Leatherhead, Surrey, Gb

Heading up customer support activities in the Business Applications and Analysis team, responsible for ensuring effective, efficient and consistent support for key applications including SharePoint, Concur, Salesforce and Intuita Financial suite.

London, London, Gb

Having secured agreement to split the existing apps support team, I went on to lead the newly formed IT Service Management team with the remit to concentrate solely on the ongoing rollout of Service Management processes across Arup. My vision was to improve the customer experience through introduction of a wider range of service request offerings available from the Service Desk portal, make back end processes more efficient for service delivery teams and consider automation where viable, and gain better visibility of workload and performance, to inform leadership decision making.

London, London, Gb

Global Applications Support Team Leader Responsible for managing a Tier 2 follow the sun support team, with internationally placed team members, covering core systems and applications. Team Objectives include:- Tier 2 applications support- Releasing Tier 3 development and project staff from as much support work as possible- Developing, packaging and distributing applicable and appropriate knowledge to Tier 1 via Knowledge Base, Technical Documentation and Video based training.Service Management System Administrator (ServiceNow) Responsibilities include:- Leading the client committee- Gathering requirements for regional and team based Service Management processes- Developing single globally approved processes and workflows - Configuring and developing in ServiceNow- Testing, Piloting and Implementation- Promotion, Documentation and Training- Decommissioning legacy systems- Development of SLAs, KPIs and other Management Information - Vendor Management, Partner Management, Licence ManagementReporting to the CIO, Group Leader and Project Leader. Working with Regional and Team Leaders and project team to roll out ITSM in phases as below. - Phase 1 included Self Service, Incident Management, Reporting and Knowledge Management. - Phase 2 included Change and Configuration Management. Training Coordination Chair- Hosted a regular teleconference of regional representatives, responsible for coordination of training material production, suitability, availability and training events and other related initiatives.

London, London, Gb

2nd line support specialist for MS Office apps, custom templates and macros, and a range of other enterprise applications. Also responsible for Quality Assurance within IT. Took over coordination of the development and implementation of the first IT Service Management system (Marval Service Management) across UK and European IT teams. Later promoted to Support Coordinator. Helped recruit and build Arup's first 24hr follow-the-sun support team with regionally placed members. Responsible for the day to day management of applications support and the globally dispersed team. In 2012 coordinated the move to ServiceNow's Service Management platform. Arup's first cloud-based platform to be rolled out globally. Conducted requirements gathering from regional representatives and negotiated a consensus on Arup’s first single, global, process flows for Self Service, Incident and Knowledge Management.

OvaWord - Support and development of a WordPerfect and later MS Word based template and macro add-ons that provided the corporate image, legal requirements and formatting assistance for a multitude of project documentation types.

Self Employed IT Consultant - support specialist, trainer, documentation author, consultant services

Certified Trainer delivering PerfectOffice training to both user groups and fellow trainers.

Support Technician and then Certified Trainer delivering WordPerfect training to both user groups and fellow trainers.

Programmer

Hnd In Computer Studies

2 A Levels, 7 O Levels