Gordon Macmillan Email & Phone Number

Edinburgh, Scotland, United Kingdom

Engaging customers to refine requirements and champion effective process design /OOB working. Becoming an expert on a client's internal processes for ITSM and managing the ‘Strategic Road Network’. Using visual diagrams and process flows to agree problem statements and solutions.• Leading the requirements definition and delivering of ‘Back to OOB Change’• Challenging assumptions/immature process design with the ‘bigger picture’• Shaping the implement of Event Management requirements for Smart Motorway monitoring

United Kingdom

Delivering impact by leading the business analysis workstreams, ensuring all activities are resourced and owning the requirements discussion. Seeking growth by developing others and building collaborative relationships. Inspiring trust through responsive and consistent behaviour that encourages open communication. - Lead the business analysis workstream for a large internal ESM/GBS project- Created collateral to discuss requirements and influenced the language in use- Pushed back on inappropriate business demand

Edinburgh, Scotland, United Kingdom

Edinburgh, United Kingdom

Creating a list of services within the CMDB, using the ServiceNow 'Self Service Portal' to display service status and provide real-time notifications to service consumers. Communicating strategy for Service Management using 'single pictures' and videos. Leading Availability Management process change through workshops and agile development. Defining the migration of knowledge onto ServiceNow and assuring stakeholders. Creatively contributing to a top performing team.

Edinburgh, United Kingdom

Implementing SMS and Text to Speech capability in ServiceNow, on a global basis. Activating On-Call Scheduling with Rotas and integrating with the incident process to provide automated callout. Replacing a third party business continuity tool with ServiceNow Notify across the entire business. Taking an agile approach and delivering significant business value, in the shortest possible time. Cost avoidance to client of >£500K p.a. ongoing.

Edinburgh, United Kingdom

Primary business analyst supporting CyberArk rollout to key financial systems. Conducting discovery work and coordinating activity to support staff on boarding, including the complex internal RBAC arrangements. Supporting process improvement and automation of daily tasks, with a focus on security priorities. The role requires a great deal of persistence and tenacity to deliver value and positively deal with challenges from key stakeholders.

Edinburgh, United Kingdom

Deputy Service Manager for internal DevOps team. Managing many of the development activities and project transition to live. First point of contact for internal teams, leading incident activities and coordinating third party infrastructure and data centre suppliers. I had the privilege of supporting the team through a data centre migration, the in-sourcing of infrastructure support for the main website and the standing up of an internal testing capacity - to provide test environments 'on demand' in days, not months. The team used Git, BitBucket, Jira, TeamCity, ServiceNow and AWS/Cloud Formation/Ansible on a largely Linux estate. I also had the opportunity to 'bridge the gap' between Agile development teams and a traditional change management process, ensuring smooth progress for urgent product releases. • Supporting team DevOps, Agile and transition activities through major programme of change• Managing third party infrastructure & data centre suppliers• Leading incident, change and problem work

Edinburgh, United Kingdom

A permanent role within the Major Incident Management team, performing effective triage, mobilising technology teams to respond to service impacting events and ensuring that service is restored in line with good governance. Stakeholder communication is an essential activity, along with demonstrating process compliance to auditors. The aim is to restore normal service operations as quickly as possible whilst managing risk and ‘getting the best’ from internal teams, offshore/outsourced resources and their suppliers.• Ability to handle complex criticality 1 incidents involving multiple platforms and business impacts.• Acting as a single source of communication for business stakeholders and senior technology staff• Driving the active recovery call to achieve results according to the business/payment timetable• Continuously reviewing incidents under management to identify improvements and tackle challenges• Communicate effectively with colleagues from a wide variety of cultural and linguistic backgrounds

Edinburgh, United Kingdom

A contract role, facilitating the deployment of Windows 7 PCs for learning and teaching establishments with the City of Edinburgh Council.Managing the processes required to capture requirements, co-ordinate deployment and resolve any issues that might impact on a successful delivery. This role required commercial awareness and a high-level of stakeholder management at all times.

Edinburgh, United Kingdom

Co-ordinating the deployment of Windows 7 PCs for a number of corporate departments within the City of Edinburgh Council.Managing the resolution of any issues that might impact on a successful delivery. Providing Incident Management support for post roll-out issues. This role required commercial awareness and a high-level of stakeholder management at all times.

Prestonpans, East Lothian

Working with Sign makers and printers across central Scotland; supplying servicing and technical support for large format printers and PCs; selling parts & consumables.

Edinburgh, United Kingdom

Working within the IS division of a large financial services company, sitting between the IS organisation and the business. Role is wide ranging and involves all activities related to the provision of IS services. Initiates customer engagements and communication, learns the key processes and understands business frustrations. A large part of the role is reflecting business priorities on to IT processes and escalating appropriately. Governance is provided over all touch points between IT and the business, ensuring that testing, projects and infrastructure changes are implemented as seamlessly as possible. Builds trust with business and IT colleagues by ‘doing the right thing’.• Engages with business stakeholders on all aspects of IT service• Service interruption actively managed through to root cause elimination• Governance of incident, problem and change management activities • Co-ordination of all activities to stabilise and enhance IS services • Management information produced to report on the service provided • Relationship management of third party service providers

Edinburgh, United Kingdom

• Dedicated support role focused on service to the business areas• Third line, end to end support of multiple, third-party software solutions• Process improvement through creative problem solving and business engagement• Proactive focus on dealing with ‘trouble spots’ and driving through changes• Acted as an advocate for business priorities within IS

Edinburgh, United Kingdom

• Installation and support of third-party software solutions• Incident, problem and change management within an ITIL-based framework• Managed priorities between support and project work• Performed telephony scripting changes for business customers• Technical consultancy on all aspects of services provided to business customers

Stirling, Uk

• Delivered infrastructure projects• 3rd level support for desktop, server and MS Exchange Email infrastructure• Management and use of Novell software distribution tools• Provided training and advice to colleagues• On call rota for ‘out of hours’ support

Hosham, West Sussex

Learnt the ropes in a technology based graduate entry scheme.