JULIA A. BROOKS

Marlton, NJ ***** 609-***-**** adzwxt@r.postjobfree.com

INFORMATION TECHNOLOGY SERVICE PROFESSIONAL

Experienced IT and service industry professional with strong project management and training development experience, with a focus on service delivery, client services, digital infrastructure, customer service management, ServiceNow and business process improvement. Customer advocate and liaison with cross functional groups for design, transition and operational activities for new and existing services across the IT service portfolio. Collect and translate data to formulate detailed business requirements for data conversion, applications, systems and controls. Excellent project management skills, with ability to manage multiple assignments. Build collaborative relationships within teams.

HIGHLIGHTS

Business Analysis Customer Service Support Application/System Support

Business / User Requirements Service Management Technology Systems/Infrastructure

Business/Technical Processes SDLC/ITIL Standards Collaborative Team Relationships

IT/Technical Training Programs Project Management SharePoint Management

Training Coordination/Assessment Change Management ServiceNow/ PPM

Training Logistics / Planning ServiceNow / ITSM PROFESSIONAL EXPERIENCE

Framebridge – Moorestown, NJ

Learning & Development Program Manager/Trainer, 2022

Lead New Hire Orientation for all NJ factory employees, which provides a comprehensive

training overview of our manufacturing cycle

Project manage, communicate, and implement the ongoing scheduling of on-site trainings in all

factories, as well as several key L&D initiatives

Work with the training team to extract and document standard work processes, build upon

existing ones, and reformat into accessible training for factory employees

Train operators on internal platform tool improvements, as well as any new technology

In collaboration with the Director of L&D, build out proprietary training presentations for factory

employees, Supervisors, and Managers

Own weekly Quality training presentations to review returns, quality defects, and customer feedback

with factory employees

Bristol Myers Squibb (contract) – Marlton, NJ

Business Analyst/Training Specialist, 2020 - 2021

Provides support and training for the PMs with ServiceNow’s project management tool (PPM).

Assist with building process guidance and development of key processes as needed.

Organizes and presents best practices in both written artifacts and training delivery.

Supports the PMO process & system changes within ServiceNow and all tools utilized in the IT project life cycle (IT Project Fulfillment & IT Financial Management groups).

Assists with troubled projects by providing ad-hoc support to PMs or supporting key processes.

Supports enhancement development, testing and implementation of ServiceNow.

Partner with key business and IT stakeholders to increase adoption and stabilization of PMO processes and enhance capabilities through training and change management. Contender Solutions – Marlton, NJ

ServiceNow Project Manager, 2019 - 2020

Delivery of projects on time, within scope and budget that meets and exceeds the customers’ expectations

Utilize agile project management methodology, tools and templates; defining Epics & Themes, developing and grooming stories, managing sprints and stand ups.

Manage interdependencies and coordination across projects to ensure that information relating to project deliverables, risks and issues are effectively communicated between stakeholders and that key performance indicators are monitored and evaluated

Oversee performance metrics and projections, and monitor key project metrics such as cost, schedule and quality indicators

Engage Advisory Services on key accounts and growth accounts to build out customer roadmaps

Contribute to annual account growth by fully understanding the customers journey, transformation objectives, environment, and budget. Generate change orders, MSO’s, training, upgrades, additional services GDIT (CSRA, CSC) – Marlton, NJ

Systems Coordinator, Senior Functional Analyst, 2015 to 2019

ITSM integration team member tasked to collect and document business process and requirements for a new instance of ServiceNow.

Directed and managed a team consisting of a knowledge manager, technical writer, and transition manager to create ServiceNow knowledge articles for Service Desk agents and the self-service portal.

Created ServiceNow stories based on acquired business requirements for systems fixes and enhancements, met with the development team to review stories and schedule changes. Worked with SME through testing process and production release.

Met with IT functional teams to collect and document service requirements in order to identify and establish critical KPIs and SLAs for internal IT instance of ServiceNow for IT service management.

ServiceNow process owner for knowledge, release and deployment management. Develop and update existing processes based on continuous improvement.

Processed change control within ServiceNow for update approval and execution; alerted the user community of updates via companywide email announcements.

Coordinated, UAT testing, and scheduled desk top updates and applications, met with packaging and testing group to identify release date.

CSC – Marlton, NJ

Project Manager / Business Analyst, Senior Service Delivery Coordinator, 2008 to 2015

Scheduled, coordinated and managed 20+ desktop, server and network projects.

Prepared, maintained and distributed project documentation and reports.

Consistently met project deadlines with deliverables to company stakeholders.

Developed excellent customer relationships and communication throughout the region with coordination IT services for offices and ensuring that service levels remained high. Conduent / ACS – Hamilton, NJ

Business Analyst, 2006 to 2007

Created ad hoc reports using SQL and Toad as requested.

Ran monthly reports and provided summarized metrics data for client.

Gathered requirements from functional department SMEs for requested system enhancements.

Documented systems bugs resulting in change requests and fixes.

Manage quality assurance and tested system updates and releases. Conduent / ACS – Hamilton, NJ

Training Manager, 2005 to 2006

Hired team of 12 trainers by reviewing candidate qualifications and conducting interviews.

Collaborated with IT groups to identify and analyze systems utilization and areas for improvement.

Developed training curriculum to meet the needs of personnel and in accordance with IT goals and objectives.

Worked with each trainer to develop specialized training for class of new hires and created rich content for learning for over 350 new hires.

Created training schedules for all classes and ensured delivery was met with a 100% rate of success.

Implemented with the IT team, a more efficient method of testing students, reporting results, and centralized training documentation through a LMS, Inquisiq.

EDUCATION CERTIFICATIONS AND TRAINING

Master of Science, Computer Technology in Education Nova Southeastern University, Ft. Lauderdale, FL

Bachelor of Science, Business Administration / MIS La Salle University, Philadelphia, PA

SCRUM Master, 2020

Certified ServiceNow System Administrator, 2018

ITIL v3 Foundations, 2018

Train the Trainer Certification, 2005

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