SUMMARY:

• Over eighteen (18) years of IT Service Management, IT Operations Management, Business Management, and ITIL experience as an innovative Project Manager/Sr. IT Business Analyst with current focus in ServiceNow unifying disparate systems and information sources into modern easy - to-use solutions
• Solid and extensive working experience leading the enhancement and maintenance of ServiceNow
• Created and managed over 1,000 Demands submitted with over 782 Approvals
• Test Management - Successfully worked through 13 Major Enterprise Releases and coordinated with over 15 Process Owners/Leads involving over 2,500 Test Cases (Manual/Automated - Functional/UAT/Regression)
• Carried CRs through 8-Step Life Cycle Process (Ally-specific), Separation of Duties, Roles and Responsibilities, Change Request Enhancements, CAB Agenda and Demand Approval for Release
• Categorized Incidents and Demands; moved Alerts (including Email) into Incident Forms, and facilitated Incident Form Enhancements
• Integration of existing Event Monitoring solutions (i.e., ScienceLogic, SCOM, Splunk) into ServiceNow with proper P1/P2/P3/P4 incident escalation
• Gathered requirements for the development and design of custom intake forms for Ally-specific Service Requests
• Gathered requirements and assisted IT Teams and Business Units in the design of BSM Prototypes and helped make visible their mix of applications and IT components, including plans to mitigate credentials and sign-on issues
• Analyzed ServiceNow release notes and assessed impacts of all ServiceNow patches and upgrades (i.e., Eureka, Geneva, Helsinki, Istanbul)
• Participated in the development of Requirements, Use Cases, Workflow Diagrams, and Process Charts with process owners on a host of ServiceNow Integrations and Custom Builds (i.e.: TI Build - a simplified user-friendly Server Build custom solution designed to replace multiple existing SharePoint workflows, along with integration with Amazon Web Services cloud provisioning and integration with existing Service Catalog, Splunk Alerts monitoring (AWS)
• Active ServiceNow Community member and developer’s instance for development and testing work
• Attended Keynote events and completed ServiceNow training sessions at the 2017 annual conference held in Orlando, Florida
• Experience in assisting with the management of more than 30 healthcare based IT Systems development initiatives and projects
• Developed Portal and Intranet Sites and accompanying pages for over 25 divisions
• Developed easy user-friendly navigable menus and forms, and created a host of comprehensive reports/charts/graphs and dashboards including an award-winning innovative MS Access database that scanned Barcoded State of Michigan license data for valid voter identification

SYSTEMS & SOFTWARE:

ServiceNow - Geneva/Helsinki/Istanbul: Proficient in the analysis and development of ServiceNow Demands and testing in Test Management. Proficient in multiple ServiceNow modules:

Agile - Atlassian JIRA Project Management Software version 6.3.1: Creating and managing boards - Scrum/Kanban, projects, creating personal dashboard, Issues - Change Control, Chore, Defects, Epics, Risks, Spikes, Test (Zephyr for JIRA - testing add on), Creating Sprints, Gadgets, Creating versions, Assigning Priorities (Critical, High, Medium, Low), and Reports (Sprint, Epic, Epic Burndown, Version, Release Burndown, Velocity Chart, Control Chart, Cumulative Flow Diagram)

JIVE/JIVE for MS Office/Outlook: Creating Places, Groups, and Projects - sharing and adding members, adding Widgets to site, customizing HTML for conveying creative and useful content

WebEx and GoToMeeting: Creating Audio/Visually Shared Meetings

Cisco Jabber: Instant Messaging communicating with Project Team and Stakeholders

Project Management: MS Office Pro 2007-2013/Project Management - MS Project - Other software Project Software includes Basecamp/5PM/Zoho Diagramming

MS Visio/Smartdraw/Edraw: MS Access/VBA/SQL

MS SharePoint Enterprise Class Web Applications: Portal/Document Management/MS Visual Studio 2010/SharePoint Designer/MS .Net 3.5 - 4.0 HTML5/HTML4/CSS

Clarity/Peoplefluent: People/time management software

Framework/ADO.Net/C#/Excel/VBA/JQuery/Java/JavaScript/JQuery/: Sitecore

Website Analytics 8.0: Joomla/Drupal/WordPress/PHP

Social Networking: Facebook/Twitter

Application/Systems Development: Unix(Solaris)/MS Windows Server/Ubuntu Linux/SQL- Oracle/MS/SQL Server/SSIS Visual Studio (ETL)/PL SQL/Business Objects/Crystal Reports

Directory Server and Web Services Technology: LDAP/Active Directory/Identity/Access Management/Google Search Appliance/SVD search tools and Queries/Open Source Tools/Testing/Debugging

Internet Security: SAML, Single Sign-On, Encryption, SSL, and WS-Security

Storage: Hypervisor/virtualization/VMWare/HP/Cloud Computing

Graphics: Adobe Photoshop/Dreamweaver/Fireworks/Flash/Adobe

Tablet/Smartphone: Android - Samsung, LG

PROFESSIONAL EXPERIENCE:

ServiceNow Test Manager/Sr. Lead Business Analyst

Confidential, Detroit, Michigan

Responsibilities:

• Responsible for all ServiceNow testing activities for ServiceNow Modules:
• Managed Functional and UAT Tests
• Defined Testers and all Roles
• Created Test Suites/Cases/Steps
• Produced/Sign-offed Test Plans - Release and Standard Change
• Reported Defects and assigned developers to fix them
• Guided Automated Test Team onsite/offshore
• Set policy for regression and smoke testing
• Worked with test tools HPE-UFT and open source Selenium
• Istanbul and future releases
• Integrating into ServiceNow Test Management
• Responsible for managing the Demand Management process from start to finish:
• Reviewed Ideas and approved as a Demand
• Analyzed user requests to create Demands
• Determined specific Incidents to be Demands
• Multiple Demands comprised a Project
• Reviewed Demand Dashboard for state
• Tracked Metrics on Demands
• Created multiple metrics/reports
• Viewed Roadmap
• Worked with Change Management and Incident Management Teams:
• Change Management eight (8) step Life Cycle Process
• Separation of Duties Roles and Responsibilities
• Change Request Enhancements
• CAB Agenda and Demand Approval for Release
• Determination of an Incident versus a Demand
• Moving Alerts (including Email) into Incident Forms
• Incident Form Enhancements
• Monitored imported events (log message, warnings, etc.) from various external sources:
• Make determinations of messages and color codes
• Escalate based upon severity levels

Interim Project Manager/Sr. Business Analyst

Confidential, Grand Rapids, Michigan

Responsibilities:

• Assisted PMO Office and IT Teams on multiple healthcare projects through all life cycle phases including gathering and determining the goals, requirements, capacity, assumptions, gap analysis, limitations, risks, resources, costs, etc. from Executive/Project Sponsors, SMEs, Presentations, Kickoffs, In-House/Vendor sponsored studies, surveys, etc. to define the scope of the project. And, assisted with all change requests in meeting with Change Advisory Board and facilitated releases
• Help to coordinate and formed Project Teams, implemented solid communication plan, and coordinated activities/tasks on multiple projects including with Executive/Project Sponsors, Business Resources, Business Analysts, Subject Matter Experts, Technology Mapping Architect, Technical Lead, Quality Analyst, Testing Team, Vendor Application Integration Experts, Customer Service, and Helpdesk.
• Worked with the latest key Project methods and collaboration tools to manage projects effectively and efficiently:
• Scrum
• Product/Sprint Backlog Board
• Epics/User Stories
• Daily Standups and Team communication
• EPIC/Scope Item/User Story
• T-Shirt sizes - baseline estimation
• Resource costs
• Creating and Managing Boards - Scrum, Kanban
• Administer “Issues,” Sprints
• Zephyr - Testing
• Reports - Sprint, Burndown, Velocity
• Project scheduling of all activities, tasks, milestones, etc.
• Monitored and delivered on deliverable dates
• Used the latest version of JIVE to manage documents and links for Project Team and Business Users
• Documented Project related activities and questions
• Assigned resources to bring resolution
• Scheduling of audio and visual display meetings
• Instant Messaging tool

Sr. Business Analyst

Confidential

Responsibilities:

• Assisted and Managed Database Projects and Initiatives Coordinated and communicated project details using MS Outlook email, JAD and group meetings to keep all managers, analysts, technicians, and all project stakeholders informed of project progress, scope changes, updates, prototype reviews, meetings, launch dates, unit/user acceptance testing, etc.
• Followed SDLC methodologies to develop and maintain over 7 major MS Access 2007 systems using MS Access VBA, Macros, Menus\Interfaces design, exporting and importing of data from linked ODBC connected Oracle tables/SQL queries, Excel CSV files text files, user friendly robust form designs, efficient reader friendly designed informational reports. Developed new and unique SQL queries to external databases and files to import, extract, validate, and track data in tables, forms, and reports.
• Utilized a variety of membership systems including - FACETS, Market Prominence, Business Object XI 3.1 for analysis, comparison, etc. of membership data. Proficient with Dundas, Crystal Reports, MS Office suite including MS Outlook, MS Word, MS Excel as well as the use of Visio for designing, diagramming, and mapping of systems.

Project Manager/Sr. Business Analyst

Confidential

Responsibilities:

• Utilized Software Development Lifecycle Methodologies and software tools covering initiation, planning, execution, monitoring/controlling, and closing of projects over the 10 knowledge areas of Project Integration, Scope, Time, Cost, Quality, Human Resources, Communications, Risk, Procurement, and Stakeholder Management.
• Managed the reengineering of numerous business process
• Continued process improvement ensuring initiatives are aligned with the changing business priorities and stakeholder project alternatives and solutions.
• Worked with high-level ERP Systems (Oracle ERP) and Data Warehousing (Oracle ETL/Oracle OWB), integration of emerging technologies, related business requirements, and detailed functional specifications covering Information Technology, Human Resources, and Finance modules.
• Intranet Portal/Document Management system responsible for storing and sharing inventory of current and historical drawings, libraries, lists, workflows, records, contracts, programs, projects, policies and procedures, Identity/Access Management Search Consolidation System incorporating Active Directory, LDAP, CRD, and integration of software and other web services/data sources.
• Coordinated a number of special web development initiatives involving Joomla/PHP Open Source CRM with integration of current web services/data sources.
• Utilized Data Modeling tools MS Visio and Erwin to develop ERDs, data models and data flow diagrams, flow charts, and hierarchical organization and work tasks charts.
• Designed and developed numerous relational database systems for departments and organizations and have successfully mentored and trained several staff in the use of MS Access, MS SQL Server (Visual Studio/ETL), VBA, Macros, and the exporting and importing of data (especially from Excel CSV files as well as a variety of other databases and flat files).
• Conceptualized, budgeted, and managed MS Access 600,000 voters mobile database Voter Information Personnel System (WDIV News Video Demonstration – WDIV 10/2005).
• Highly experienced with SQL Utilized MS Access SQL, PL\SQL, and transact SQL as well as using Crystal Reports, Business Objects and Oracle BI reporting tools
• Skilled at using MS Office 2003 – 2013 Regularly create Databases, Spreadsheets, User Manuals, Reports, and daily correspondence (letters, memos, notifications, etc.), Impactful Presentations, Comprehensive Diagrams (Data Flow, Flowcharts, etc.), and daily Email correspondence.
• Managed budgets and contracts associated with all system development, resource allocation, and vendor/customer relationships with proven deliverables.
• (12) twelve years of experience as a technical writer Created high level reports, technical manuals, email/online correspondence, website editing.
• Facilitated and monitored JAD sessions, Strategic Action Team meetings, and ad hoc meetings to bring together business users, Information Technology Staff, and Stakeholders to draw up plans for major enterprise initiatives and business-to-IT application development projects and systems.
• Performed, setup, and monitored User Acceptance Testing (UAT) and reported critical path activities for best most time and cost effective way to benefit organization.