Royal Sutton Coldfield, England, United Kingdom
A ServiceNow professional with over a decade of hands on platform experience. Currently working to improve user experience, support business need, and ensure long term value in Workplace Service Delivery.
Helping drive improvements and deliver great user experience on a large cross-continent WSD deployment. Translating user criteria and business need into practical solutions for key stakeholders across seven countries, all while avoiding customisations on a freshly re-platformed ServiceNow instance. Setting stakeholder expectations and balancing priorities for improvements being submitted from multiple business areas and multiple countries. Working on delivery governance processes as well as roadmaps for the continued roll out of WSD to more sites and improve the quality of existing offerings. Being a point of contact for technical questions and for guidance on best practice, as well as what might be possible for further improvement to business processes
Provided technical assistance on AI Ops foundation work for a large client in the airline industry. Worked on projects producing Catalog Items, ACL amendments, and other system changes. Achieved CSA, CIS ITSM, CIS Discovery, and CIS Event Management certifications, as well as completing a wide range of other training courses.
Filled a Configuration Manager role left vacant for over six years with no formal training. Created strategic roadmap document for the ServiceNow platform, aligning it to CSDM as well as departmental and company goals and strategy over the next 5 years. This included costings, savings, arranging demos from third parties, and numerous stakeholder engagement sessions across all leadership levels. Started a long-term process of stakeholder engagement around the CMDB, including acknowledging its shortcomings, and gathered feedback on areas we needed to immediately improve from across the department in order to put together a CMDB that was fit for purpose. Reintroduced and maintained a new set of discovery schedules to gather information from across the estate, covering over 300,000 IP addresses, and over 50 physical locations. Implemented and maintained integrations with SCCM, Intune, and Claroty to supplement the data. Carried out monitoring and proactive maintenance of the schedules and integrations while minimising impact on other IT operations, to ensure a robust dataset within the CMDB. Conducted monthly meetings to review specifically outlined KPIs within the CMDB Health Dashboards to keep on top of data quality. Continued to engage with teams across our department that would benefit from the changes we made to the CMDB and put together a document for our senior leadership team outlining the areas in most need of additional funding over the next 1/3/5 years, and the benefits these would have for our department and company based on current strategic direction. Owned the Secure IT Asset Disposal process that feeds directly into the company’s License to Operate, provided by OFWAT. Gained a good knowledge of a number of the regulatory challenges that companies in the water industry face through this process.
Joined a second line support team at a time of restructure and peak demand. Played a key role in taking ownership of high priority or complex incidents that require input from multiple teams; while providing service owners with regular and thorough updates so they could provide the business with up-to-date information and potential resolution times. Maintained good relationships with many teams, while also pushing back and ensuring that correct processes are adhered to.
A varied and challenging role, covering large areas of IT, both hardware and software. Carrying out hardware commissioning and decommissioning, cable installations and surveys, as well as other IIMS and MAC services. Working as part of a very small team, monitoring both remote and local sites for hardware and temperature problems, as well as keeping track of all the software across a large FTSE 100 company in order to maintain 24/7 availability. Liaising with third parties to arrange parts and engineer access for multiple sites, while maintaining a vigilant security standard across all locations. Important overnight batch schedules are also monitored, while manning the out of hours service desk and triaging all calls, attempting to resolve problems before passing them on to the dedicated support teams. Most commonly used software includes Active Directory, Symantec Netbackup, SCOM, Solarwinds Orion, Control-M Enterprise Manager and various Citrix applications.
Carried out routine and non-routine maintenance on a reconnaissance platform, while being deployed to Canada, Germany and Salisbury Plain for exercises. These required long hours of preparation, many hours of straight driving after and more hours of cleaning and after use maintenance to ensure combat effectiveness. Working in small teams helped build strong bonds which enabled us to approach every problem in the right way for the best possible outcome. We made sure that we kept our maintenance to a high standard and if we broke down we were able to maximise our operational effectiveness by repairing our vehicle as fast as possible. From October 2012 onwards I volunteered to be part of a larger team managing the main fleet of armoured vehicles at my unit, and carry out various duties in order to sustain the Regiment’s ability to deploy at short notice. I also travelled to other units across the country to gain more experience in my job. Towards the end of my tenure I took charge of the unit demands, assessing, demanding and distributing replacements for broken pieces of equipment, some of which cost upwards of £5,000.
Deployed to Afghanistan less than four months after leaving training to become an IED (Improvised Explosive Device) Search Team member, clearing roads and tracks of IEDs. Used and maintained complex surveillance, ECM, and IT systems, including handling Top Secret level cryptographic material. Using devices to enrol individuals onto worldwide databases and liaised with the higher levels of command to exchange information about high value targets and other enrolments while being engaged in discussions about new techniques and methods of enrolment and capture.