Wayne Taylor Email & Phone Number

Tamworth, Gb

As an IT Service Management Analyst, I specialize in utilizing data analysis to optimize service management within the IT department. My expertise includes analysing support ticket data to identify trends and areas for improvement, as well as conducting detailed assessments of processes, services, knowledge bases, and user experiences to drive continuous improvement. I develop key performance indicators (KPIs) to measure the IT department's performance, offering valuable insights for strategic decision-making. I am proficient in using tools such as ServiceNow, Microsoft Teams, and Jira, and apply both Waterfall and Agile methodologies.Key Responsibilities:Manage and communicate all aspects of release planning, overseeing the end-to-end processes of the Release and Deployment Management lifecycle.Analyse support ticket data to identify trends, patterns, and opportunities for improving IT service delivery.Conduct thorough assessments of existing processes, services, knowledge bases, and user experiences to identify areas for improvement.Collaborate with cross-functional teams to implement process enhancements based on data-driven insights.Develop, monitor, and report on key performance indicators (KPIs) to assess the performance and effectiveness of the IT department.Create detailed reports and dashboards to present findings and recommendations to stakeholders.Serve as a subject matter expert in Incident, Problem, Change, Continual Service Improvement, Monitoring, Configuration, and Event Management processes.

Tamworth, England, United Kingdom

Member of the IT leading team responsible for the delivery of deployment packages within the Aldi Transformation Project. Duties included but not limited to, project planning, reporting, tracking of risk and issues, stakeholder management and the completion of weekly status report and updates. Facilitating gap analysis to aid the GB/IE localisation solution to record, track and manage gaps with the build teams and system integrators. Triggering, co-ordinating and tracking the involvement of local teams to integrate legacy applications. Creating Jira Gantt charts to plan, track, and record activities, developing project processes, best practices, and ways of working to support rollout. Reporting statistics, milestones and statuses. Contributing to IT Service Operation strategies, designing collaboration models, identifying gaps, and ensuring task and activities supported and fulfilled business as usual (BAU).

Atherstone, England, United Kingdom

My role as an ITSM Expert was to lead and organise the GB/IE deployment of the “ITSM suite" in collaboration with the global IT Processes & Tools team. To support the ongoing operations and adherence to ITSM processes together with central Process Owners within each ITIL practice. Acting as a main point of contact for all ITSM subject matters (support and process related questions). Assisting in the definition and maintenance of service level management for respective local support structures, conducting user-training sessions on ServiceNow and ITSM-related concepts (e.g. IT processes, roles).This also includes gathering and refining requirements from the business regarding IT processes and tool support, meeting national requirements. Coordinating the inclusion of new/changes assisting (where applicable) with the production and maintenance of accurate links to SLAs, OLAs, underpinning contracts, the service portfolio and maintenance procedures. Defining and maintaining local service structure in alignment with global Service Catalogue Manager.

Atherstone, Warwickshire

IT Specialist for the Buying and Freight Management applications involves aligning new or changed organisational requirements and processes through the use of Requests for Change, bug fixes and emergency changes. Contributing to company governance, legal, contractual and regulatory requirements. Plan and manage resources required deploy a release into production. Full second line support with involvement also in first line support. This includes, but not restricted to the following responsibilities. Change management • Analyse Requests for Change to ensure quality and thorough information including review and closing RFCs • Categorising RFCs based on minor, significant or major impact including quantifiable business benefits • RFC prioritisation based on risk assessment and international development scope • Impact and resource assessment • Coordinating the change schedule based on resources and business impact Release management • Knowledge management and transfer • Communicate and manage expectations during the planning and rollout of new releases • Organising collaboration system and UAT testing with relevant business departments • Liaise with business in regards to the sign off of the release for implementation • Ensure end users receive full communication, preparation and training Alongside these responsibilities my day-to-day role includes an element of incident & problem management. • To assist in restoring business as usual to the end user as quickly as possible via second line support also mediation through third line for resolution data fixes when required• Identify additional training requirements when handling of problems and incidents• Prioritisation and initial diagnosis matching against known errors• Diagnose the root cause of incidents and to determine the resolution to the problems• Providing interim resolutions using work arounds• Using data Interrogation & SQL query techniques

Walsall, United Kingdom

Stoke-On-Trent, United Kingdom

London, United Kingdom