Process Improvement, implementation, CX Manager, Change Management

Luis Murillo

***********@*****.*** 773-***-****

SUMMARY OF QUALIFICATIONS

Strategic ITSM and ServiceNow leader with 20+ years of experience in enterprise implementations, DevOps adoption, and organizational change. Proven track record reducing release errors by 20%, accelerating deployments by 80%, and improving onboarding efficiency by 30%. Skilled at aligning ITSM processes with ITIL ServiceNow standards, managing change and release lifecycles, and guiding leaders and teams through complex transitions. Recognized for delivering healthcare mandates under tight deadlines, partnering with vendors on technology rollouts, and building high-performing global teams.

PROFESSIONAL EXPERIENCE

MasTech at Blue Cross Blue Shield, Chicago, IL

Sr. Implementation Consultant June 2025 – August 2025

Delivered new healthcare mandates under tight deadlines with minimal training, coordinating across IT, compliance, directors, and clinical teams including physicians.

Managed project plans, documentation, and readiness reviews, ensuring 100% compliance with state and federal requirements.

Created and updated training documentation and process playbooks, improving adoption of new procedures by 25%.

Scigon at Blue Cross Blue Shield Association, Chicago, IL

IT Governance & Service Delivery Manager Dec 2024 – Jan 2025

Successfully led GAVS AI rollout implementations, designing deployment strategies, testing plans, and vendor integration checkpoints.

Partnered with third-party vendors to ensure smooth integration into existing ServiceNow workflows, reducing rework by 20%.

Conducted stakeholder impact assessments and created tailored change readiness plans to ensure smooth AI tool adoption across teams.

Developed concise communications and briefing materials for IT leadership and business partners, aligning messaging with enterprise objectives.

Facilitated workshops to prepare teams for new processes, ensuring readiness and minimizing resistance to change.

Cognizant at Blue Cross Blue Shield, Chicago, IL

Senior Manager, DevOps Implementation & Change Management Jan 2017 – Oct 2024

Directed DevOps transformations across 35+ cloud environments and 200+ microservices, achieving a 40% faster delivery cycle through CI/CD automation.

Implemented ServiceNow request, change, and knowledge workflows, reducing production errors by 20% and improving compliance with ITIL standards.

Managed full release lifecycle, coordinating UAT and Production deployments, resolving critical incidents.

Partnered closely with senior leaders and product owners to implement structured change management strategies, ensuring smooth adoption of new processes.

Conducted impact analyses, stakeholder assessments, and organizational readiness reviews to support major system implementations and enterprise-wide process changes.

Authored training documentation and directed onboarding associates, cutting onboarding time by 30%.

Developed metrics dashboards and Lean Business Cases, presenting results to IT Leadership.

Coached leaders and project teams through change frameworks, enabling effective communication, risk mitigation.

Partnered with IT’s OCM Center of Excellence, contributing to best practices, standardized methodologies, and governance for enterprise change.

Facilitated cross-team collaboration using MS Teams, SharePoint, and Confluence, improving alignment and information flow during transitions.

Collabera at Blue Cross Blue Shield, Chicago, IL

Senior Infrastructure Lead Aug 2014 – Dec 2016

Designed and implemented standardized ServiceNow request and release playbooks aligned with ITIL governance, reducing deployment risk and ensuring full audit readiness.

Accelerated infrastructure deployment by 80% through optimized ServiceNow workflows, significantly improving fulfillment accuracy and delivery timelines.

Created and executed change management plans—including communications, training, and engagement activities—to support adoption of new infrastructure and system upgrades.

Partnered with cross-functional business units to conduct organizational readiness and gap assessments, tailoring provisioning strategies to meet evolving enterprise needs.

Coordinated deployment reviews and remediation efforts via Jira and SharePoint, improving collaboration and reducing resolution times by 25%.

Monitored effectiveness of change initiatives, gathering feedback from stakeholders and refining approaches to strengthen long-term adoption.

Delivered change communications that clearly articulated benefits and reduced resistance to new infrastructure initiatives.

Leveraged Agile practices to manage readiness activities, ensuring incremental adoption of new tools and processes.

Greenline Financial Technology

E-T rading Support Manager July 2010 – Dec 2013

Supported global trading clients across Asia, UK, HK, Mexico, and Latin America, ensuring 24/7 uptime with <1% downtime.

Collaborated with Sales, Development, Marketing and Accounting teams in a SaaS environment, wearing multiple hats to address client needs and system issues.

Partnered with CME, CBOT, and Eurex exchanges, building strong relationships and ensuring adherence to exchange requirements.

Developed upsell strategies that increased software license renewals and sales by 15% with existing clients.

Oversaw UAT and Production testing of financial simulation platforms, ensuring clients experienced realistic live-trading performance.

Previous Roles:

E-Trading IT Operations Manager – Geneva Trading (Sept 2008 – June 2010)

E-Trading Support Manager – Guava Tech (Feb 2006 – June 2008)

Helpdesk Manager – Refco (Apr 2004 – Dec 2005)

Senior IT System Team Lead – ABN Amro (Mar 2002 – Apr 2004)

EDUCATION & CERTIFICATIONS

Associate in Computer Technology, DeVry University, Chicago, IL

ITIL Foundation Certified Prosci-ADKAR Certified Change Management Certified

Agile Project Management Certified Certified Business Analysis Professional (CBAP)

Six Sigma Green Belt Six Sigma Yellow Belt Google Core Infrastructure Certified

PROFESSIONAL AFFILIATIONS & VOLUNTEERISM

Hispanic Alliance for Career Enhancement (HACE)

Boy Scouts of America

Greater Chicago Food Depository

El Valor – Mentor for Youth and Hispanic Elderly Community Services

Catholic Charities – Volunteer and Member

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