Description
As part of the ITSM management team, the Change Advisory Board, and the process owner for Service Requests and Incident Management, I have put into practice many of the aspects of the ITIL framework. This is exemplified through the development of automated service request workflows, incident wizards, and Coaching Loop Assessments which have enabled process compliance in these areas. Through quality reviews, metric reporting, root cause analysis, categorization and dashboards, this information is used to improve processes, enumerate problem areas for Problem Management, and to provide status reporting of the ITIL processes. I am looking for a position with a company that is looking to improve on their current processes through automation, streamlining, better knowledge flow, and self-service initiatives.
