Change Knowledge and Problem management. Process Owner Performance Analytics and Reporting, Provide Business Analyst services, specializing in metrics, measures, reporting and analytics. Process Owner Performance Analytics and reporting Key Accomplishments * ETL definition according to specific requirements for IT infrastructure groups, elicitation and conversion to logic with engineering group, capturing and designing reports to produce measurable descriptive and prescriptive metrics. * Partnered and coordinated iterative group in design and delivery of reporting solutions and analytics via integration of Service Now, Cisco, Qlik View and Excel based on ITSM service and measures, best practices. Group consisted of two BI consultants, two TCOM engineers and I. * Contributed to improved services of SMO by expanding utility of Service Now reporting capacities and practices, via plug ins, enhancements and research, collaborating with team of 10 BA's, Engineers, PM's, and various stakeholders. * Supported and resolved UAT issues post Service Now upgrades from Geneva, Helsinki, Istanbul, Jakarta as well as advised on some limitations with Jakarta, and Kingston which I last served on. Business Analysis Component of Role: Key Accomplishments Elicited requirements collaborated heavily with stakeholders process owners and topical SME's in developing and documenting plans improvement projects as part of initiative. Outage reduction Reduced change related outages by over 90% via effective reporting/contrasting obviating RCA. 2016 - 324 outages 2017 - 34 outages due to process improvement.

Highlights:

• Documentation
• Consulting
• Forecasting
• Assessments
• Customer Service
• Development Initiatives
• Information Technology
• Microsoft
• Microsoft Windows
• Packaging
• software
• it jobs
• agile