As Senior Business Analyst, I spent half my time managing ServiceNow projects and its releases, different stakeholders, development and support teams, and the other half identifying opportunities for improvements, gathering requirements and designing new processes and workflows. Understanding the business needs and having the ServiceNow technical knowledge has allowed me to deliver 450+ enhancements (stories) in an environment with 1,500 fulfiller licenses and 10,000+ users, over the course of one year. I was also responsible for delivering the required releases artifacts and documentation as per the SOX audit organization processes while operating with a SCRUM approach.From creating a new Procurement and Sourcing process, to designing new workflows to support the Employee On-boarding, Transfers and Terminations processes within the company, I worked in different ServiceNow modules such as Request and Service Catalog, Incident, Change, Problem, Service Desk, Configuration, ITAM, Release, HR and IT GRC.About Moody's (www.moodys.com):Moody's is an essential component of the global capital markets, providing credit ratings, research, tools and analysis that contribute to transparent and integrated financial markets.

As Project Manager, I led a team of 15 people in up to $1M+ projects for big companies such as Emirates Airlines, Cisco and Etisalat involving several HP solutions like Service Manager, Asset Manager, uCMDB, OMi, OMw, NNMi, PPM and Load Runner.As IT Service Management Consultant, my main challenge was the Service Desk to HP Service Manager 9.34 Project for Emirates Airlines, where we had to migrate 400,000+ tickets and meet more than 500 requirements across all the HPSM modules. Also acted as Business Analyst working closely with the client and the technical team to deliver 200+ reports in Crystal Reports.About Emitac Enterprise Solutions (www.emitac-ees.ae):Emitac Enterprise Solutions is the Top HP Software MENA Partner, leader in delivering IT infrastructure services and solutions in the UAE since 1976.

As IT Service Management Consultant, I managed and implemented several projects for Fortune 500 and major national companies such as Volkswagen, GE, HP, Montepio Bank, Zon and Porto Editora. I was also responsible for several integrations (such as HP Service Manager with Altiris, Nagios, Email - inbound & outbound - and databases) and several Proofs of Concept. Considered one of the top 3 consultants at the company for 2 consecutive years.As Helpdesk Manager, managing a team of 2, I was responsible for the implementation of new ITIL internal processes. While leading the Helpdesk team, we improved our response time to clients and incidents resolution time improving this way the quality of the services provided to the Clients.About Widesys (www.widesys.com):Based in Portugal, Widesys is a leading IT company with an array of solutions such as IT Service Management, IT Asset Management, Infrastructure and Virtualization.