Experience

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  Quality software products inc

  Feb 1995 - Feb 1998

  Consultant (analyst/programmer)

  Provide 24x7 support & ensure stability in production environment.Prepare Technical Specification and Detailed Design solutions, following standards.Support change request through the SDLC and provide production approval.Test and implement user requested production enhancements and corrections.

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  Diversiti*

  Feb 1998 - Aug 2001

  Contractor (analyst, programmer, technical designer, technical design manager, functional analyst)

  Code, unit and application test software.Write functional, technical specification and detailed design based on functional specifications following project standards.Identify and assist with the implementation of process improvements.

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  Electronic data systems

  Aug 2001 - Feb 2002

  Technical leader

  Provided technical expertise and technical direction within Solution Centre delivery teams. Oversee the day-to-day technical quality of work performed by delivery teams, optimising the way technology is used and consistently applied. And management of technical capability within the delivery teams.

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  Global consulting services

  Feb 2003 - Aug 2004

  Analyst/programmer

  Code, unit and application test software.Write detailed design specifications based on functional and technical specification.Write technical specification based on functional specifications following project standards.

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  Nab

  Nov 2003 - now

  Deliver end-to-end strategic uplift of change management activities, including agility enablement and continuous improvement governance. Management of the change management team, processes, Change Approval Board (CAB), Operational Readiness and BAU and project change enablement engagements. Delivery of SLA reporting and governance in accordance with contract.Analytics and insights for service improvement.Dispute resolution for issues relating to service provided by the service provider.Financial invoice and accrual management. Worked on process initiatives for the development and delivery teams, to build up our development capability with ITO partner Satyam.Acted as Delivery Lead for a number of pieces of work. Lead a team of 7 support SAP, AP, P. Supporting the applications CAMS/PU 24x7.People lead and technical role.Review project documentation, and advise projects on support needs.Improve service to the business. Provide 24 hour, 7 day a week support & ensure stability in production environment.Reviewed design documents for development change requests being implemented to production.Test and implement user requested production enhancements and corrections.

  • Configuration Management ServiceNow Delivery Manager

    May 2022 - now

  • Service Management Product Owner ServiceNow Foundation Data, Portal & Performance Analytics

    Aug 2018 - now

  • Manager, IT Change Management Strategy and Insights

    Apr 2016 - Aug 2018

  • Manager, IT Change Management

    Jul 2014 - Mar 2016

  • Service Performance Manager

    Jun 2009 - Jun 2014

  • Delivery Lead Senior Analyst Programmer

    Sept 2008 - Jun 2009

  • Support Lead Senior Analyst Programmer

    Jan 2006 - Sept 2008

  • Analyst/Programmer

    Nov 2003 - Jan 2006