Kurt L. Email & Phone Number

Boston, Massachusetts, Us

o Utilize third-party REST APIs for integration with Efficient IPo Utilize REST APIs for integration with eBuildero Support ServiceNow partner for implementation of Integrated Risk Management (formerly GRC)o Production support for issues / data management of Integrated Risk Management (formerly GRC)o Support ServiceNow partner for implementation of Hardware Asset Management (HAM)o Production support for issues / data management of Hardware Asset Management (HAM)o Mentoring student staff of best practices for development and production supporto Implementing new development / break-fixes based upon functional stories

o Delivery of Platform solutions that take into account long term technical architecture, process design and ServiceNow technical standardso Advise customers in their efforts to take advantage of the ServiceNow Platform capabilities in their efforts to improve their existing processeso Guides and provides ad-hoc oversight/training for the customer’s future system administrators throughout the engagemento Skillfully supporting multiple and complex projects/initiativeso Promoting continuous improvement practices for delivery/engagement materialso Lead technical aspects of project delivery and solution delivery for engagements, sometimes providing oversight and unit testing of partner resources developmento Drafting technically focused user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving themo Support engagement efforts related to Platform wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops with key customer sponsors and stakeholders

o Collect client requirements for new features and customizations, prioritizing needs according to business criticality. Specifically, for ITSM, ITOM, ITBM and Custom applications.o Developing ServiceNow functionality based upon collected requirements for ITBM, ITSM and ITOM during Agile sprintso Configure ServiceNow Customer Service Management (CSM) based on user requirements.o Mentor junior developers while performing technical reviews of their coded solutionso Identify new functionality to improve existing processes.o Work with business analysts to develop, enhance and support Service Catalogs and Request Workflow Designso Support and mitigate issues before and after platform upgradeso Create REST APIs for third-party applications to consume ServiceNow datao Utilize ServiceNow Spokes to integrate with AWS and Azureo Design and develop “proof-of-concept” applications for new businesso Created Cloud Management catalog items based upon ARM templateso Demonstrate expert understanding of best practices related to ServiceNowo Assist HR department by conducting first round, technical interviews for prospective employees

London, Gb

o Gather client requirements for new features and customizations, prioritizing needs based on business criticality.o Configure ServiceNow according to user requirements.o Consult with end-user community on ServiceNow tool and its ability to support and refine processes; troubleshoot incidents raised by user community.o Streamline existing processes by identifying new functionality.o Document administrative tasks and regression test scripts.o Work closely with vendor to improve existing documentation and optimize vendor support

London, Gb

o Liaised with planning and implementing teams to ensure seamless flow of requests for comment (RFCs).o Reviewed RFCs to guarantee appropriate level of coordination, testing, validation and communication was performed.o Conducted proactive checks and balances to identify compliance anomalies.o Assessed reporting to determine trends and target areas for improvement.o Generated additional reports needed to gain efficiencies and automation.o Facilitated Change Advisory Board (CAB) and made certain that all RFCs were properly challenged and reviewed.o Performed low- and high-level Post-Implementation Reviews (PIRs) for failed or emergency changes.o Partnered with IT teams to discover opportunities for pre-approved changes, create RFC template (pre-approved and non-standard) and identify training requirements.o Provided input and feedback toward engineering processes for initial deployment and subsequent process improvement.o Liaised between other analysts/process subject matter experts (SMEs) to pinpoint internal and external process enhancements.o Developed solid understanding of IT Services functions and their primary responsibilities.

London, Gb

o Collected customer requirements for new features/customizations and prioritized in collaboration with development and management teams. Completed migrations from v5.5 to v6 to v7.o Oversaw customer expectations and contributed to technical and strategic decision making related to future enhancement design.o Analyzed documented procedures for IT Infrastructure Library (ITIL) compliance.o Created, maintained and executed User Acceptance Testing (UAT) scripts to test Remedy functionality prior to and following maintenance phase.o Developed, modified, archived and administered company, support group, location and user data; resolved data discrepancies, including duplicate records and personnel details updates.o Designed and delivered training sessions demonstrating out-of-the-box and customized features/functionalities.

London, Gb

o Oversaw day-to-day administration of Quintus system; monitored system performance and maintained data integrity.o Utilized MS Access and Excel to generate reports.o Orchestrated administration and support of Quintus, the firm’s national ITSM application.o Provided second-level support for Quintus by addressing connectivity issues, error messages, bugs, password resets and requests for adds, deletes and changes.

Kuwait City, Kuwait, Kw

o Developed and customized COBOL/IMS/DB2 programs per user requirements.o Participated in code reviews.