Scott Smith Email & Phone Number

Perth, Western Australia, Australia

Perth, Australia

- Implementation of two ServiceNow instances, one domain separated and one instance for a Managed Services Client.- Working with Stakeholders on an ongoing basis to understand requirements and issues and prioritising enhancements and defects.- Leading daily stand-ups and managing the support teams daily and weekly workload.- Providing SME guidance on tactical direction of the ServiceNow system for management.- Performing multiple POC's to demonstrate potential system functionality to stakeholders and senior management.

Perth, Australia

- Development and maintenance of the core ITIL processes for internal use as a Managed Service Provider. This includes the training of employees, integrating with client business requirements and continual improvement activities.- Management and mentoring of five team members. Which includes developing and monitoring performance plans with structured KPI’s as well as development plans which align with both employee capability and business requirements.- Delivery of Service Management processes for Frontline clients, including review of existing processes with stakeholders, implementation of updated processes including training of users.- Defined requirements for the implementation of a new ITSM tool. During implementation, I provided testing, feedback and ITIL SME assistance to the project team.

- ServiceNow Administrator- Delivered Service Delivery improvements through the implementation of best practices of Incident, Major Incident and Event Management processes.- Trained and coached staff regarding the Incident and Event processes and procedures and ensure that any changes to the methods and processes were properly approved and communicated to staff before being implemented.- Ownership of all Major Incidents to ensure communication to key internal customers occurred in accordance with the Incident processes.- Ensured Post Incident Reviews were completed for all Major Incidents and Events, and present outcomes to business stakeholders.- Acted as the escalation for all Incidents, Major Incidents and Events.- Monitored compliance against agreed processes and investigated, assessed and resolved incidents of non-compliance, escalating where necessary.

- Solid operational experience of ITIL Service Management processes; Incident, Request, Problem and Change Management specifically in relation to the Service Desk function- Monitoring, measurement and creation of reports detailing ICT performance against process SLA’s- Building of cross team relationships with both technical and non-technical staff- Assisting Creation of ITIL based Service Management processes and procedures and training of Service Desk and wider ICT, including Incident, Request and Problem.- Assign Service Desk team duties and roles to meet SLA targets- Develop and maintain Problem Management Process- Major Incident coordination and communication- Provide support, mentoring and training for Service Desk team members

Building, testing and maintaining a Managed Operating EnvironmentManaged Desktop environment supportAssist with planning and packaging of applications via SCCMTroubleshoot issues as escalated from Service Desk within agreed SLA’s

- Adherence and contribution to ITIL based Service Management processes and procedures. - Co-ordinate appropriate Service Desk coverage- Assign Service Desk team duties and roles to meet SLA targets- Develop and maintain Problem Management Process- Major Incident coordination and communication- Provide support, mentoring and training for Service Desk team members- Assist Change Management team with identifying issues and communicating with business customers- Produce monthly operational reports for internal business customers

- Customer service in relation to phone and ADSL line connectivity issues, resolving faults for customer, keeping customers informed of the status of their issues.- Training of Westnet staff in iiNet systems- Dealing with high level complaints from customers affected by system transition

Commerce/Computer Science, Varied

Not Completed

Education record