Sam T Email & Phone Number

Dallas, Texas, United States

 The scope of the project was to migrate from Autotask to ServiceNow  Streamlined work processes, and teamed up for enhancements to the Incident Management process Executive's framework arrangement testing new and refreshed work processes in ServiceNow  Responsible for providing analysis, documentation, and reports in support of the IT Operations Event.

New York, United States

 Documented project details and requirements during sprint meetings. Utilized VersionOne for project backlog management and tracking. Held interviews with company and project stakeholders to gather business requirements. Involved with projects that utilized Agile methodology (Scrum). Developed use-cases and mockups using Balsamiq for user stories..

California, United States

 Developed process flows, partnered with system vendors and platform owners to develop workflows. Produced data flow diagrams, process models, Architectures and design specifications to develop Business Intelligence solution for Global Patient Services (GPS) business unit impacting 500 users across 12 markets. Led user training of key system.

Dallas, Texas, United States

 Act as a liaison between business & IT teams to gather requirements using techniques such as Brainstorming, Focus Group discussions, Interviews, Document Analysis, Prototyping. Elicit requirements and document business requirements, functional requirement specifications, Create user stories, acceptance criteria.  Prioritize Requirements/Backlog.

New Jersey, United States

• Assisted in defining SLA / OLA for incidents and requests both at an organizational and application level.
• Coordinated and participated in ServiceNow incident/request management testing lifecycle (unit, regression, integration, and user acceptance).
• Made sure all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.
• Identifying, documenting, tracking, reporting, and escalation of incidents that result in IT service outage

Maryland, United States

 Monitor project progress by tracking activity, resolving problems, publishing progress reports, recommending actions.  Prepare business and functional requirements of the project. Assist creative team with designing the wireframes based of the functional requirements. Coordinate with clients to discuss risks, timelines, enhancements