ITIL/ITSM Professional & ServiceNow Product Owner

Janet Cruz, ITIL, BCIS

*********@*****.*** - 407-***-**** - https://www.linkedin.com/in/janetcruz/

Summary

I am a senior level ITSM Manager / ServiceNow Product Owner with ITIL V2 and V3 Foundation. Possessing over 23 years of IT experience, knowledge and skills. I am seasoned in the implementation and design of Change Management, Service Level Management, Service Catalog Management, Incident Management, Problem Management, Knowledge Management and Asset Management. Strongly skilled and dedicated ITIL Professional with a great work ethic and client satisfaction record. Experience using metrics to identify gaps and process improvements.

I am a bilingual (fluent in Spanish and English), energetic and analytical planner.

Top Skills Certifications

ServiceNow Administrator ServiceNow Administrator

ServiceNow Product Owner Lean Six Sigma Yellow Belt

ITIL / IT Service Manager ITIL Foundation v2 & v3

System Administration Certified Help Desk Professional

ITIL Service Operations & Transitions FEMA Continuity Planning & Continuity of Operations

Disaster Recovery

Experience

Systema - Austin, Texas

ITSM Lead @ Texas Dept of Transportation

Aug 2022 – Present

•Part of the team that created the Disaster Recovery Plan.

•Coordinated with the various teams to document their High Impact systems and applications.

•Part of the team that implemented Discovery in ServiceNow

•Created the relationships between the Servers and Applications

•Managed queues, created reports and dashboards for the teams in ServiceNow

•Ensured Applications team collaboration in CAB / Change Management

•Ensure Applications involvement in Major Incident Management by managing On Call rotation

Project Admin @ Texas Dept of Transportation

April 2021 – Aug 2022

•Responsible for the planning, coordination, requirements gathering, business analysis, specifications development, project planning, project monitoring, and project status.

•Responsible for reporting and system implementation of moderate to complex business solutions.

•Manage ticket queues in Service Now to ensure team meets SLAs

•Develop metrics and report on service provider’s progress

•Provide application support when needed.

Forcepoint - Austin, Texas

2 years 7 months

Service Desk Manager - Americas / ServiceNow Product Owner / ITSM Process Manager

February 2020 – April 2021(1 year 2 months)

Service Desk Manager - Americas:

•Responsible for managing daily operations of the Americas Service Desk.

•Responsible for the direct management of 8 Service Desk Technicians.

•Responsible for Operational Management reviews of Service Desk KPIs, SLAs, key initiatives, auditing, metrics / reporting and continual service improvements.

•Serves as the Operational Management escalation point for end users.

ServiceNow Product Owner:

•Manage a small ServiceNow Team in Bangalore, India

•Stay up to date on relevant industry trends and best practices and constantly exchange ideas.

•Product ownership and accountability for change delivery solutions for new HR capabilities, integrations, Service Catalog, and ServiceNow product improvements.

•Own, maintain, and prioritize the product backlog for our broad ServiceNow implementation.

ITSM Process Manager - Change:

•Manage the governance of the life cycle of changes and make sure that only authorized changes are implemented

•Lead the Change Advisory Board, communicates all approved changes to all stakeholders

•Created Change Management Policy and Process, including RACI

•Responsible for communicating and implementing the overall direction and management of the Change Management Process

ITSM Process Manager - Asset:

•Manage the governance of the life cycle of assets

•Automated and aligned the process with ServiceNow

•Integrated JAMF and BIGFix discovery into ServiceNow

•Responsible for communicating, training and implementing the overall direction and management of the Asset Management Process

ITSM Process Manager – Service Catalog / Request Fulfillment:

•Responsible for adding, modifying, retiring service catalog items, its workflows, and approvals

•Member of Leadership Team created to design and implement the IT Service Portfolio

ITSM / ServiceNow Admin Lead

October 2018 – February 2020 (1 year 4 months)

•Provided configuration, update support and functionality within ServiceNow

•Developed the ITSM roadmap. Analyzed and recommended emerging ITSM technologies that provided benefit while reducing risk

•Worked closely with the Service Desk Managers and Leadership team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams

•Developing, testing, deploying and updating workflows and approval flows

Whole Foods Market - Austin, Texas

Lead, Enterprise Systems Support

January 2018 - October 2018 (10 months)

•Managed a team of seven (7) Application Support Analysts in a Tier 1 and Tier 2 capacity

•Ensured daily ITSM practices were followed and established measures of adherence and improvement

•Worked with Business Partners and Users to identify areas of opportunity or services

•Participated in the planning and onboarding of new systems and support initiatives as well as system upgrades and deliveries from multiple development teams

NTT DATA – Americas - Austin, Texas

4 years 4 months

Problem Manager

July 2014 - June 2017 (3 years)

•Create and manage the existing Problem Management Process for the TxDOT account

•Plan and coordinate all activities required to perform, monitor, resolve, improve and report on the problem management process

•Coordinate meetings between SDT’s and stakeholders for RCA management and acceptance

•Monitor contractual RCAs to ensure they meet the contractual SLAs

Request Fulfillment Manager (Interim)

December 2014 – January 2015 (2 months)

Change Manager (Interim)

October 2014 - November 2014 (2 months)

Service Desk Manager (Interim)

April 2014 - June 2014 (3 months)

Incident Manager

March 2013 - April 2014 (1 year 2 months)

•Worked closely with technical teams, management and stakeholders on incident responses, management and process improvement

•Effectively implemented and ensured adherence to the Incident Management process

•Worked with the different towers as a SME for ticket management and process improvement

•Part of the Major Incident Management Team, ensuring the correct service owners were represented and actively working towards meeting SLA.

•Provided service operational guidance and training in Incident Management

Previous Technical Experience - Florida

Technical Support Roles

Evolving experience in various roles from Service Desk Analyst to Technical Support Specialist to Network Administrator III for my previous employers:

Hospice of the Comforter

Hilton Grand Vacations

Wyndham Resorts

Education

DeVry University

Bachelor of Science, Computer Information Systems; Database Management · (2008 - 2012)

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