Experienced ITSM Professional ServiceNow CMDB Consultant Process Desi

Snejana Simeonova

Silver Spring, MD ***** mob: 240-***-****

email: ***************@*******.***

OBJECTIVE

Professional in IT Service Operations Management and ITIL Methodology, with over 15 years of ITSM leadership experience, with a background in project/process management and operational control.

CERTIFICATIONS

12.2023 Zurich Delta - Certified System Administrator

Service Now Education Services Department, USA

09.2020 ITIL Foundation v4

Axelos/PeopleSert, USA

09.2018 Scrum Fundamentals Certified

VMEdu, AZ, USA

04.2017 Service Now Certified Administrator

Service Now Education Services Department, USA

04.2015 ISTQB Foundation Training

Projecta, UK

03.2013 ITIL Foundation v3

EXIN, Netherlands

IT SKILLS

ITSM Software: HP Service Manager, Service Now, BMC (Remedy)

ITSM process management – Incident, Change, Problem, Configuration, Request Fulfillment and Knowledge.

IT Assets Database: Asset Manager, CMDB, Enterprise Service Library (ESL)

IT ESS Portal

IT Quality Systems: QMS, ISO9001:2015, ISO2000

Software Testing: Functional, Regression, End-to-End and Acceptance Testing, Test Strategy, Schedules,

Scripts/Scenarios, Defect Logs, GAMP 5.

Microsoft office (including Visio and MS Project)

PROFESSIONAL HISTORY

06.2019- present ITSM Program Support – Configuration Manager, at the Office of the Comptroller of the Currency

(OCC), Department of Treasury via DIGITALiBiz Washington DC

Responsible for providing support to program/portfolio management and governance for ITSM technical project teams that aid the successful implementation and maintenance of ITIL best practices and standards in the areas of Change Management, Configuration Management, Release Management, Test Management, Quality Management, Knowledge and Problem Management.

Developed and maintained Configuration Management procedural documents, KBAs and Process Flows.

Strong Experience with TBM Taxonomy and the definition of (Business) Services aligned with ServiceNow CMDB data model (CSDM)

ServiceNow Discovery & Application Service Mapping. Experience with manual service mapping creation and setup of discovered maps via services’ entry points identification.

Supported the improvement of CM impact analysis review process in support of the CM program,

Participated in the integrated, operational CM tasks review of multiple ServiceNow Service Request workflows while identifying and updating any Configuration Item attribute modifications.

Developed and implemented the CI lifecycle and supporting hierarchical structure as it related to operational readiness and service lifecycle management.

Supported Application classification, onboarded 300 Application Services, supported creation of Service Status Portal.

Configured CMDB Health Dashboard for deferent CI classes, resolve associated tasks.

• Supported Service Portfolio implementation.

02.2018-06.2019 Senior Process Engineer- DaaS HP Ink via Soitron LTD, Sofia

Responsible to define, document and improve the processes used to deliver DaaS deals for Global customers, evaluating established procedures and techniques to determine if existing procedures are effective and efficient.

Organized and maintained all project related documentation as prescribed and required by the HP standards and policies and as agreed by the contract with all participants.

Managed and coordinate testing for all Enterprise Service Management processes, tools and data within the migration. Own responsibility to deliver on project tasks.

Leaded work streams as part of a Transition project, continual improvement or for the support of the development of services. Train on deal operational and tool/system specific process.Communicate frequently on deliverables, timelines, dependencies, risks and progress.

Leadership in the process design, including leading regular work stream meetings with key contributors and alignment with stakeholders where topics reviewed, decisions made, action items and next steps are documented; developing new administrative functions, practices and procedures to meet new, changed, or special needs and situations.

Defined appropriate metrics and KPI to measure processes fit-for-purpose, SLA compliance and efficiency.

04.2014-02.2018 Process Migration Capability Lead / Business Analyst- IT SMART Program DXC via Soitron LTD, Sofia

Process Subject Matter Expert (SME) related to Migration of 80 plus clients from legacy EDS Service Delivery Architecture (SDA) to HP Standard Reference Architecture (SRA) to ensure like for like Process on boarding onto SRA Platform.

Oversaw Process portion of Migration Plan for each migrating account, verify processed deliverables are completed and on time.

Conducted process kick off meetings and process review/workshops to develop new processes to address any gaps in tool functionality for the migrated accounts (including case exchange and swivel desk activities).

Created process documents (INCM, CHGM, PRBM and CFGM) to reflect HPSM and ServiceNow functionality.

Performed quality checks of the LDSS to ensure it reflects the proper tool functionality and all assessment groups responsible for the smooth running of the process are presented in the LDSS file.

Analyzed Change Records for completeness and accuracy. Created standard changes templates, Responsible for the implementation of Change Management governance, including: monitoring and reporting on change requests and providing status updates on implementation of change items.

Validation of the test scenarios and act as SPOC for all process defects during UAT. Thorough

understanding of reporting, process flows, R&R and process KPIs.

Developed, leaded and facilitated process and tool demo training sessions for Incident, Problem and Change Management to enable proper handover to the Delivery Organizations. Created and executed project work plans.

04.2013 - 04.2014 ITSM Process Lead -IT TRAM Program HP

Oversaw Process portion of Migration Plan for each migrating account, verify processed deliverables are completed and on time.

Conducted process kick off meetings and process review/workshops to develop new processes to address any gaps in tool functionality for the migrated accounts (including case exchange and swivel desk activities).

Created process documents (INCM, CHGM, PRBM and CFGM) to reflect HPSM and ServiceNow functionality.

Performed quality checks of the LDSS to ensure it reflects the proper tool functionality and all assessment groups responsible for the smooth running of the process are presented in the LDSS file.

Analyzed Change Records for completeness and accuracy. Created standard changes templates, Responsible for the implementation of Change Management governance, including: monitoring and reporting on change requests and providing status updates on implementation of change items.

Validation of the test scenarios and act as SPOC for all process defects during UAT. Thorough

understanding of reporting, process flows, R&R and process KPIs.

Developed, leaded and facilitated process and tool demo training sessions for Incident, Problem and Change Management to enable proper handover to the Delivery Organizations. Created and executed project work plans.

02.2010 - 04.2013 Client Assurance/User Acceptance Testing Lead -HP via Soitron LTD, Sofia

Managed, coordinated and organized the User Acceptance Testing (UAT) activities, for all Enterprise Service Management processes (Incident, Problem and Change, Service Request), tools and data.

Worked with the Project Manager to ensure the test scope is well understood and stakeholders are identified.

Stakeholder management - engaged testers who represent the different HP delivery units / client / vendor. Prepared and communicated the testing strategy. Create detailed test planning material (who tests what, when) and prepared scenarios for testers.

Ensured all entrance and exit criteria is fulfilled i.e. script and scenarios are completed.

Defect management – collected defect logs from UAT testers; analyzed, assigned, and followed up on defects raised during testing on a daily basis. Ensured all high severity defects closure prior to go live.

Initiated corrective or controlling actions when needed, escalated to the appropriate parties any issues or concerns, owned responsibility to deliver on project tasks on time. Facilitated sigh off meetings.

07.2009 -12.2009 Validation Engineer - Quality Department-Baxter Healthcare, St. Petersburg, Florida

Development and Execution of Validation Program Deliverables: Validation Summary Reports, User Requirements Specifications, System Design & Functional Specification for Home Choice Automated Peritoneal Dialysis (APD) systems.

09.2005 - 07.2009 Manufacturing/Quality Engineer - ConMed Corporation, Linvatec, St. Petersburg, Florida,

Engineering support of manufacturing, quality and packaging engineering departments

within FDA regulated medical industry.

Supported R&D, created bill of material structure (BOM), and release assembly drawings, and related

Documentation.

Conducted process monitoring of manufacturing process using Measurement System Analysis (MSA);

Tested, validated and supported process improvements for sterile medical packaging equipment.

06.2000 - 07.2005 Process Engineer / ECO Coordinator, L-3 Communication-Security & Detection

Systems, St. Petersburg, Florida

Revised and corrected the assembly procedures by issuing ECO’s documentation.

Supported Manufacturing Engineering and Operations to transitions of the new products.

Verified drawings, BOM (Bill of Materials) and Processes for new product introduction.

06.1998 - 01.2000 Research Engineer, Technical University, Sofia

Research and determinization of the optimal materials for machining Polymers.

Research on adding of the Polymers in the tropical climate.

EDUCATION

06.1982 - 08.1987 Technical University of Sofia

Bachelor of Engineering

Master of Engineering

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