Manager Service

DARRYL JONES

DFW, TX, CA or Remote C: 832-***-**** ********@*******.***

https://www.linkedin.com/pub/darryl-jones/2a/833/47

www.atxconsulting.net

SERVICENOW COMPLIANCE HARDWARE ASSET MANAGEMENT ITSM INCIDENT MANAGEMENT

SERVICENOW IMPLEMENTATION CMDB PROCESS ADVISOR SERVICENOW ITSM STRATEGIST

SERVICE NOW PLATFORM MANAGEMENT CONTACT CENTER INTEGRATION

Experienced System-Business Process Consultant, ITAM, and strong operational professional with demonstrated history of delivering solutions, SNOW platform health assessment, gap analysis, platform management, and ITSM audit for employee self-service on multiple service management platforms and content management systems.

Professional Experience

ServiceNow Solution Consultant- AT&T-Warner Bros. (ServiceNow Advisory Services) Jul 2019 – Present

Delivers IT Transformation including ITSM-ITAM improvement processes, NOW platform enhancements, service delivery, best practices, and future roadmap guidance

Enhance overall service desk responsiveness by analyzing enterprise incident management strategy, workflows, and effectiveness

Leads short-term planning sessions to implement integrated business process improvements and documents discussion and agreements

Performs Fit-Gap Analysis between ServiceNow standard/recommended features and functionality vs. current business processes

Acquire and expand working knowledge of the ServiceNow platform and associated applications

Experienced with translating requirements to system functionality

Assists in researching technology advancements to the NOW platform ensuring that solutions are continuously improved, supported, and aligned with industry and company standards

Leads the effort to establish ITSM best practice for service desk operations domestically and internationally that connect WB, CNN, HBO, Turner Broadcasting and CW Network

Provide mentoring and training to peers and colleagues within WB and ITSM support teams

Collaborate, actively share knowledge, and promote best known methods amongst other ServiceNow Solution Consulting team members

ServiceNow transition and relaunch from Jakarta to Madrid release

Works well within implementation, post-production assessment, NOW platform health check, and re-launches

Reviews current state processes using or that traditionally use ServiceNow

Advocate for the NOW platform being the single source of truth (SSOT) to exclusively host all ITSM requirements

Examines existing business alignment, processes, and culture to determine plausibility for ServiceNow optimization and redesign effort

Dedicated to research, uncover, and correct performance issues within ITSM service desks (process, tools, leadership, and knowledge)

Assesses the scope of roles and responsibilities for service desk technicians for calibration

Tasked with analyzing service desk support hierarchy and incident management process to improve end user experience

Facilitates service desk re-orientation and training to (Incident, Problem, Change, HAM, CMDB) methodology

Provides ITSM-ITAM operational consulting to solve underlying performance issues within team strategy

Delivers analysis of problems while working toward solutions to technical issues

Proactively develop and maintain technical knowledge in a specialized area, remaining up to date on current trends and best practices

Provides checks and balances within the ServiceNow platform by offering compliance, process guidance, performance analysis, assessment, gap analysis, corrective action and best practice (ITSM)

Hybrid role mixing ServiceNow Advisory Solution Consultant, Engagement and ServiceNow Functional Consultant providing value by influence, employing business use cases of new functionality to the (NOW) platform, workshop support, and platform management

Visualizes CMDB as a “hub and spoke” philosophy; CMDB is the center of the ServiceNow universe and dependencies are spokes from the hub

ITSM Engagement Consultant-BPC US Bank (ServiceNow Advisory Services) (Remote) Dec 2018 – Mar 2019

Understands the business context and how to translate business and functional requirements into a sustainable ServiceNow implementation

Skilled analyzing existing ITSM processes, document, and highlight areas of improvement by identifying gaps and restrictions

Process consulting/requirements gathering for implementing ServiceNow across the enterprise and communicates in writing or in meetings with development teams while assessing detailed specifications against design requirements

Visualizes CMDB as the “hub and spoke” philosophy; CMDB is the center of the ServiceNow universe and dependencies are spokes from the hub

Trains and assists other departments with compliance, performance, gap analysis and adoption of ServiceNow; capable of providing ServiceNow turnkey platform support and management

Evaluates results within business units to determine if organizational objectives are being met

Analyzes and resolves configuration management database issues to maintain product integrity and relaunch of ServiceNow

Support (HAM) process workshops to provide SNOW Advisory services, explain and outline best practices, roadmap of continuous improvement strategy, and process reconciliation to determine user requirements

Establishes guidance with business process critical to ServiceNow implementation especially (Core Set-Up) (CMDB)(ITAM)(Discovery)

Serves as a Business Process Consultant to conduct a SNOW platform assessment of the postproduction phase of ServiceNow Incident, Problem, Change, Request module development (ITSM)(ITBM) and process improvement

Demonstrates sound working knowledge of ServiceNow core architecture and primary application modules such as Event, Incident, Problem, Change, Release, Asset and CMDB, Discovery, Knowledge, and Self-Service Portal;

Consults and advises with process owners concerning SNOW Implementation, Optimization and Asset Management functional concepts; Procurement, Assets vs. Configuration Items, CMDB process ownership, Hardware Asset Management, SACM, Event Management, Knowledge Management and transfer, SNOW Discovery

Supports workshops for ServiceNow Madrid Release Hardware Asset Management and Integration

Facilitate and support the Phase 2 rollout and relaunch of (US Bank) ServiceNow--- Service Delivery Model

Develops ServiceNow solution benefits and business cases for change

Translate stakeholder requirements into a standard solution

Solution consult and propose answers which solve the identified problems in a unique and differentiated way

Key business process consultant in major service delivery work stream review session uncovering core implementation gaps (CMDB, asset management, service impact analysis, compliance, and configuration management)

Functional subject matter resource specializing in integrating ServiceNow into service delivery areas, specifically contact center and service desk (change agent)

Project Champions the value in business automation through ServiceNow (ITBM)

Takes ownership of the maturity within the ServiceNow platform and applications across the enterprise

Provides best practice recommendations to senior management and assists the executive level in making decisions regarding integration gaps, business process improvement, design, and system enhancements

Exposure to ServiceNow project cross-functional work streams (Dash Boarding) (Organizational Change Management OCM) (End user Computing) (IT Governance)

Takes ownership of the postproduction delivery of SNOW service desk for regional and national contact center sites including 80K end users, 2000+ agents and telecom/IT support personnel

Examines and makes recommendations with ServiceNow IT Strategy and current OOB functionality vs. future state SDM to create road mapping and best practices

Works well with Legacy service transition efforts into the ServiceNow platform

Creates and elicits use case scenarios for ServiceNow at the enterprise level

Recommends business solutions for ITSM service desk and contact center

Provide feedback to interested parties with regards to alternative options and approaches that may not have been considered

Analyzes opportunities and difficulties within customer context, business plans, technological statuses, and strategic direction

IT SERVICE DELIVERY MANAGER (CONTACT CENTER, kaiser PERMANENTE) Feb 2018 – Jun 2018

Process ownership of the delivery of contact center services for approximately 45 regional SCAL contact center sites including 2000+ agents and telecom/IT support personnel

Responsible for regional contact center business operations performance, CX, and service delivery within Southern California

Aptitude to understand technical architecture to assess changes and requests from internal and external technical customers

Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs

Provides functional contact center technology lead services for SCAL region analyzing client current CC landscape with current vs future state applications and customization; May draft functional technical specification documents as needed

Investigate and diagnose escalated incidents (Incident Management), problems and defects, and collaborate with internal technical teams and vendors for root cause determination and resolution

Regulation of (service desk) service support analysts performing enhancements, repairs, upgrades, refreshes, patches, and related administrative IT/telecom services

Serves as an advisor providing functional overview for the ServiceNow (SDM) Incident module, asset management, and CMDB benefits

Explores vendor integration strategy with ServiceNow using LDAP, Trusted Sources for SSO, Mid server, web-services, email and other relevant technologies

Influences and manages internal customer expectations around service delivery solutions and leads

value driven conversations

Consultative: Develop, maintain, control, audit, analyze and manage a variety of information systems

Manage business expectations that include work plans, budgets, and quality

Effectively utilizes skills such as client relationship management, account management, project management, and/or operations management to navigate cross functional enterprise.

Serves as the single point of contact (POC) for escalations between the vendor and interests of internal business stakeholders

Ensures a pipeline of new projects are continuously being identified, evaluated, and integrated into the PMO scope

Conducts weekly and monthly LOB status meetings for addressing current contact center technology incidents, internal project status, release dates, and application updates

Daily follow-up with Verizon managed services regional engagement manager (REM) on completion of work orders and resolution of incidents

Collaborates with business (clinical, behavioral health, and pharmacy) and drives Verizon regional engagement manager to resolve contact center performance issues

Conducts discovery sessions with senior business stakeholders and sponsors to push CC platform enhancements

Analysis of contact center platform issues; Communicating status updates to member service, clinical, pharmacy, behavioral health, and connected IT business units

Examines the daily performance of contact center multi-tenant environment of Genesys CC Pulse, Genesys CME, Aspect WFM, NICE, CWA, and Intradiem

Witnessed transition from legacy ITSM platform Remedy to Service Now (Kingston); Project Champion and internal spokesperson providing value and use case scenarios for ServiceNow

ServiceNow ITIL end user with hands on experience fulfilling services through incident, problem, change, request, asset, and CMDB; ServiceNow as a SSOR (Single System of Record)

Previous experience Projects

City of Long Beach (Project Engagement Manager-ServiceNow) May ‘17 – Sep ‘17

Ness Technologies Enterprise Architect (Contact Center Solutions) Nov ‘16 – Feb ‘17

Cap-Gemini-Warner Bros Media.: ServiceNow Project Manager-Consultant Apr ‘15 – May ‘15

EPlus-UCLA-UC Davis School of Medicine: ININ Project Manager Nov ‘14 – Mar ‘15

APEX Systems-Intuit: ININ (I3) Systems Engineer (Pure Connect) Jan ‘14 – Apr ’15

WellPoint/BCBS: MCC Infrastructure Program Manager (ININ) June ’13- Nov ’13

TekSystems-Bank of America: Systems Analyst-NICE 4.1 Apr ’13-June ’13

Waste Management: BSA-CCT Systems Analyst – Consultant Dec ‘12 – Mar ’13

SWBC: Technology Business Process Consultant Mar ‘12 – May ’12

Chasecom/Platinum Telecom- Bus. Solutions Architect (ITSM) (IT Healthcare) Mar ‘09 – Oct ’16

Universal Weather: PM-Command Center Director Sept ‘07 – Feb ’09

NCO Group/T-Mobile Project- Contact Center Manager Dec ‘05 – Sep ’07

EDUCATION

Orange County Small Business Division

Management Education

2015 Continued Education

Texas Southern University

BA, Mass Media

3 of 4 yr. degree program

Essentials

Dedicated to ServiceNow Platform Compliance specifically CMDB

Work experience as a process owner/analyst in an IT environment

Working knowledge and experience using ITIL standards

Lead teams to continually look at process improvements for new and existing capabilities

Working with business owners to identify and validate business issues/problems/ improvement opportunities

Provides NOW platform audit of tools, process ownership, governance, technology, and business alignment

Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including SSO, Outlook, SSL, Web Services, LDAP, JDBC

Business aligned to champion improvement efforts especially with asset management and the ITSM suite

CERTIFICATIONS TRAINING SKILLS and ADDITIONAL COURSES

Acumen to view ServiceNow enterprise challenges from a business, application and technology perspective and has demonstrated experience articulating it to stakeholders

Isolates and speaks to CMDB practices (compliance), ITSM tool fragmentation; redundant ITSM applications, processes, and retirement of legacy ITSM tools within ServiceNow environments

Understands all phases of ServiceNow Discovery (Scan, Identify, classify, and exploration)

Project managed ServiceNow core configuration set-up within customer infrastructure (mid-server)

Active in establishing Blue Cross Blue Shield’s Federal Employee Program and related Affordable Care Act

Provides consulting in establishing ServiceNow as a single source of record (SSOR) and removing legacy and technology duplication

ServiceNow optimization and asset management SaaS (Software as a Service)

Experience in managing functions that support contact center activity such as workforce management, training, quality, human resources, etc.

Above average soft skills with the ability to engage and lead large teams of employees

Strong consensus building ability with effective conflict resolution and negotiation skills

Capable of working in a fast-paced environment, effectively manages multiple activities and meets deadlines; sets and attain goals

Problem solver's mentality; wants to open the machine to see how it works

Experienced working with C-Suite/Public Sector Executives

Advanced ability to effectively utilize external vendors and resources throughout the organization.

Unintentional Bias Training

Genesys Forum-Modernizing the Government Contact Center

ServiceNow Foundations

ServiceNow ITIL Certified v3

ServiceNow Administrative Training

ServiceNow- Service Request Management Certified

ServiceNow Problem Management Certified

ServiceNow Basic Navigation

ServiceNow Service Request Management

ServiceNow Change Management Approvals

ServiceNow- Incident Management Certified

ServiceNow-Optimize IT Operations with Discovery and Event Management

ServiceNow-Kingston Release Go Live

ServiceNow-Using Service Now as your Enterprise Architecture

Gartner Report-Critical Capabilities of Contact Center Infrastructure

Genesys-Pure Cloud Connect What Does It Take to Deliver Superior Customer Experience

ServiceNow Generalist

ServiceNow Training (Dublin)

Anti- Money Laundering (AML)

HIPPA/Hi- Tech

Introduction to Data and Telecommunications

Basic Communications

NEC Channel Reseller Program

ISDN-PRI Technical Training

Achieving Personal Best

Basic Norstar Product Overview

Achievement through Nortel Labs

Familiarity with state-of-the-art contact center technology, configuration, and applications

ProComm, MPLS, SIP, GPRS, Soft-Switching, Skills/Hunt groups, TSRM, H.323, Operation Support Systems, SCS, SCI, Voice Systems architecture, Voice Systems Solutions, Hosted Voice, Carrier Transport SNMP, PPO

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