About Me
Business Process Consultant 🌟Business Systems Consultant 🌟Business Systems Analyst 🌟ServiceNow🌟ITSM🌟UAT 🌟 Training🌟Excels At Folding Fitted Sheets And Optimizing Your Processes 🌟
Curious, genuine, and self-disciplined problem solver with people skills, thriving at the intersection of technology and process, in regulated industries. I bring out the best in teams by leading with trust, motivation, and a focus on results, like driving process improvements increasing operational efficiency by 22%.
Looking primarily for remote, local hybrid. Not open to relocation.
Accomplishments 📣:
♦️Currently enhancing my expertise through ServiceNow University, actively pursuing certification as a Business Process Consultant to solidify my knowledge and skills in the platform.
♦️Successfully experienced a ServiceNow migration from the customer perspective, providing me with a comprehensive understanding of the implementation process.
♦️Gained valuable insights into the challenges and impacts on end users during the migration, equipping me to drive smoother and more effective transitions as an implementer.
🔧 Key Areas of Expertise:
🌟 IT Operations Analysis & Optimization
🌟 Team Leadership & Mentorship
🌟 ITSM
🌟 Process Improvement & Optimization
🌟 IT Systems Integration & Migration
– BMC Remedy
– ServiceNow
🌟 User Acceptance Testing (UAT)
– BMC Remedy
– ServiceNow
Roles I’m looking for are Senior Business Systems Consultant, Business Process Analyst, Systems Consultant or Analyst. I’m most comfortable in the financial sector having spent time in IT Operations at Wells Fargo, but my skill set is highly transferrable to other highly regulated sectors such as healthcare.
I’m looking for a new role due to workforce reductions at Wells Fargo. My last role listed me as a Lead Systems Operations Engineer. In reality, the nuts and bolts of what I accomplished is more in line with business process analysis/consultant and execution, systems analysis/consultant, risk analysis (GRC), process optimization, problem, incident and change management (ITSM), organizational change management (OCM), training and development, business requirements and analysis, user acceptance testing (UAT), technical troubleshooting, procedures, and technical writing. I also completed major migrations to BMC Remedy and ServiceNow.
Versatile and well rounded, I’m the collaborative bridge between process and technology. I bring calm and clarity to chaos and ambiguity. My adaptability and appetite for learning allows me to wear many hats, depending on what the immediate or long term needs are.
I’ve mentored junior and off shore resources.
Education
California State University, Sacramenot 1995
Bachelor of Arts, Communication Studies
Studies included small group communication, interpersonal skills, conflict resolution, mass media, rhetorical communication
Work & Experience
Wells Fargo Bank 05/01/2014 - 05/14/2024
Lead Systems Operations Engineer
Led enterprise-wide process optimization initiatives, leveraging ServiceNow capabilities to drive ITSM improvements, enhance operational efficiency, and ensure compliance with regulatory standards. Partnered with stakeholders to identify business challenges, develop solutions, and lead process automation efforts. Provide training and mentoring to less experienced team members on process, procedure, tool use and lead team to meet technical deliverables. Review and analyze moderate to moderately complex system change requests for data quality, process adherence, customer sign off, scheduling and conflicts prior to implementation ensuring infrastructure availability. Partner with cross functional teams to evaluate moderately complex business problems and lead team to provide comprehensive strategies and solutions. Lead complex initiatives providing subject matter knowledge and technological solutions for cross functional businesses and technology teams. Define and lead detailed research on business and technology requests to develop efficient and accurate functional requirements. Analyze performance trends and recommend process improvements. Review Incident and Change Key Risk Indicators and Investigate cause for metric breaches deviating from trends and escalate continued metric breaches. Manage ServiceNow enhancements by coordinating with development teams to help identify defects. Review performance analytics dashboards in ServiceNow to perform proactive trend analysis on metrics. Work with support teams to get ahead of possible breaches. Collaborate with risk teams during internal risk reviews and evaluations. Perform quality assurance assessments using business process knowledge. Manage risk expectations with no/low material impact to systems or infrastructure. Perform User Acceptance Testing (UAT) and implementation of Service Now system enhancements. responsible for leading efforts to test and support business and technical system development interface requirements, ensuring the successful implementation of solutions. Duties may include access to information systems containing confidential customer information including federal ID and personally identifying information such as social security numbers or account numbers. Communicate effectively, both orally and in writing, with peers, business users, and executive leadership. Perform, monitor, oversee, user acceptance testing. collaborate with vendors, business analysts, sys admins, engineers, and other key stakeholders, using project and test plans, traceability matrices, system design documents, and Change Request walk-throughs to ensure user acceptance criteria and critical success factors are met. Serves as a senior consultant and demonstrates high-level knowledge of system design, applications development life-cycle issues and principles, and general information technology business and procedures and practices. Participates in discussions with cross functional teams to elicit testing requirements. Collaborates with Business analysts and Technical teams to review and validate deliverables, including use cases, business processes, and testing scenarios. Prepare and provide findings and recommendations to leadership. Provide support to review, identify, and evaluate change requests related to testing, infrastructure and applications requirements, support change management activities for defined work activities according to Enterprise Change Management Policies, prepare and develop impact analysis based risk assessment and documented business impact for potential changes. Participates in User Acceptance Testing (UAT), Incident Triage, and Daily Incident & Problem Management meetings. Provide input to validate the defect, prioritize, and schedule the implementation of the resolution. Review software release notes and product training documents. Provide necessary support Infrastructure Operations and technical engineering team.
Wells Fargo Bank 04/02/2007 - 04/30/2014
Systems Support Consultant
Served as a trusted advisor and process improvement specialist, driving IT service management enhancements and operational excellence through ServiceNow adoption Evaluate change control records to identify and mitigate risk of system failures and/or conflicts; conduct impact analyses, assess change readiness and identify key stakeholders. Provide input, document requirements and support the design and delivery of training programs. Track and report issues, missed SLA’s, and provide regular status updates to management. Provide training on tool use, targets, SLAs, process, and best practices to technical support teams. Consult with technical teams and users for new report creation to improve metric reporting and individual team performance. Review and write internal procedures. Coordinate with stakeholders to gather requirements; translate business requirements into technical specification for system tool enhancements. Perform User Acceptance Testing (UAT) and implementation of system enhancements. Create training content for users based on process and best practices. Lead monthly Change, Incident, Problem Brown Bags. Create ad-hoc reports for change and incident volume and weekend maintenance. Provide training and mentoring to less experienced team members.