ITSM professional with data integration and analysis expertise

Sherrian Gildemeister

West Chester, OH ***** ********@****.***.*** 513-***-**** (mobile)

https://www.linkedin.com/in/sherrian

SUMMARY

A senior business analyst with demonstrated success cutting through assumptions to reveal core business needs and recommend optimal solutions.

Expert in using data analysis to uncover root causes and improvement opportunities. Demonstrated success in partnering with data architects to gather and implement data requirements for improvement, implementation, and conversion efforts. Experienced in developing, documenting, improving, and socializing processes in multiple organizations with differing cultures and needs. Extraordinary skill in written communications. ITIL v3 and ITIL 4 Foundations certified, with extensive knowledge of IT Service Management best practices.

TECHNOLOGIES

●ServiceNow expertise (ITSM modules through Madrid release) including administration, reporting, workflow design, and data mapping and import for multiple ITSM processes

●Extensive experience with data implementation and conversion both for Service Management (asset and conversion data) and for other applications (financial, HR)

●Broad experience across core ITIL processes (Incident Management, Problem Management, Service Request Management, and Change Management)

●Knowledge of the ServiceNow data model and experience with back-end data via Microsoft SQL Server

●Demonstrated success building reporting with Microsoft Power BI using M, DAX, and direct SQL queries

●Expert-level knowledge of MS Office (including Visio); development of automated Word and Excel templates with VBA

●Broad knowledge of multiple help and training development tools including RoboHelp, Lectora, and Captivate

EXPERIENCE

Logicalis

Senior Business Analyst Nov 2018 - Feb 2020

●Initiated data-driven, ITIL-aligned Problem Management process for managed service delivery

●Led data quality improvement initiative for Incident management, including event correlation, to ensure that Incident tickets were automatically generated for true incidents (actual or imminent interruption or degradation of service) and to prevent normal system behavior from generating incident tickets.

●Developed queries to extract keywords from free-text fields to identify potential issue with data hygiene

●Identified and documented requirements for data tables, views, and data entry applications

●Designed and published heatmaps, dashboards and other visualizations for both internal and external customers.

Pomeroy

Business Analyst, contract via Clearbridge Technology Solutions Jan-Jun, 2018

●Developed procedures and defined data requirements for onboarding managed-services clients into Axios Assyst

●Mapped customer-customer-side data for conversion and integration into Pomeroy databases

●Documented data mapping requirements for interface between Axios Assyst and client-side ServiceNow implementations

●Developed extensive technical training documentation for client-side resolvers and Pomeroy analysts

Procter & Gamble

IT Service Management and Process Improvement Manager, contract via CBTS Jan-Dec, 2017

●Analyzed 28 sources of IT asset information (both P&G systems and partner systems) to determine suitability for inclusion in the expanded IT asset management solution

●Developed requirements for data transfer and conversion between HP Universal CMDB to ServiceNow, including field mappings and requirements for enrichment and normalization

●Designed and implemented data quality control processes, led data validation efforts, and conducted root-cause analysis for data defects

Fifth Third Bank

Business Controls Analyst, contract via TekSystems Jun-Dec, 2016

●Analyzed and evaluated multiple business process modeling (BPM) tools for adoption by Business Controls; recommended strategies for leveraging BPM tools’ data modeling to enhance communication across Business Controls

●Developed process maps and associated Risk and Control Matrices for Consumer Banking Operations

HCL, Inc.

Project Business Analyst, contract via Apr-Dec, 2015

●Served as liaison between US client company and HCL’s offshore ServiceNow administration team

●Developed customized ServiceNow reporting to identify potential dead-end conditions leading to workflow failure

●Managed data conversion and integration from multiple sources to resolve errors in scheduled data imports

●Designed and implemented ServiceNow import maps; identified areas of improvement for existing data architecture

●Created reporting strategies to provide visibility into crucial Service Catalog data that was stored outside catalog tables;

Reed Elsevier Technology Services

Business Process Analyst Oct 2009-Jan 2015

●Partnered with lead data architect in a year-long effort to design and implement data integration and conversion strategy from multiple asset database to a unified enterprise-wide solution (ServiceNow CMDB.)

●Elicited and documented ServiceNow data integration and workflow requirements across international business units

●Reconciled and cleansed hardware and software asset data across organizational lines.

●Analyzed usage of existing service-desk tool to estimate user requirements for the planned ServiceNow implementation. Initial assumption was that 5500+ users required licensed (technician) access; data analysis demonstrated that only 30% of those users actually required licenses, reducing costs over 70%

●Developed customized ServiceNow reporting to uncover inefficiencies in Service Desk processes, identifying training issues rather than tool defects as the root cause and eliminated the problem without development effort and at minimal cost

●Provided senior management with detailed monthly metrics tracking variance in chargeback and differentiating known overhead from potentially chargeable services

British Telecom, contract via Cincinnati Bell Technology Services

Lead Technical Writer/Analyst 2008-2009

●Led documentation activities for process-alignment efforts involving BT and a major international client

●Collaborated with BT ITIL experts and client managers to develop and document ITIL V3 compliant processes

●Facilitated collaborative review and development sessions with management stakeholders from multiple organizations

●Mentored and managed junior technical writers

Fifth Third Bank

Business Analyst, contract via Partner Professional Staffing and Sogeti 2008- 2009

●Documented business processes (existing and to-be), use cases, and requirements through interviews with business process owners, users, management, and developers

●Analyzed and documented data sources, potential ETL requirements, and business needs for data integration and conversion and for deconversion/separation of a newly separated subsidiary.

●Developed business requirements for the Attrition Risk Detection and Management initiative; identified and recommended alternative solutions that reduced project cost by over $300,000

Technical Writer/Education Lead, contract via Sogeti 2006-2007

●Created comprehensive user documentation and training materials for implementation of customized tools

●Developed process documentation, administration guides, user manuals/job aids, and training materials for the implementation of a customized version of Remedy Support Desk for Incident Management

●Created classroom and e-learning solutions for a customized version of the Mercury ITG Governance tool

EDUCATION

●Bachelor of Science, Massachusetts Institute of Technology, Cambridge, MA

●Master of Arts, The Ohio State University, Columbus, OH

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