Marco Solitro

Experience

• 

  The Novo Dia Group

  Jul 2014 - Sept 2015

  Shipping Manager

  Summer Internship in 2014 and 2015• Managed inventory software database, designed and organized monthly excel worksheets and physical storage resulting in a 30% increase in efficiency during the shipping process• Boosted customer satisfaction through resolving service tickets via Zendesk, providing timely and efficient response to customer needs and exemplary customer service

• 

  Capgemini

  Jul 2020 - Mar 2024

  • Assumed ownership of the Service Portal and Collaboration process areas and the associated technicalprocedure documentation.• Develop solutions for approved Service Portal and Collaboration enhancements and verify thesuccessful deployment of updates to our production instance.• Thoroughly test, debug, and validate approved updates in lower environments prior to deployment.• Manage Docebo integration with ServiceNow to enable the timely completion of service providers'annual security certification requirement.• Create custom applications, workflows, business rules, UI actions, access control lists, notifications,widgets, and service portal pages based on evolving business needs within my greater team.• Collaborate with process area SMEs to determine optimal integration of enhancements with existingmodules.• Attend major ServiceNow upgrades and Disaster Recovery Exercises to perform thorough testing ofthe Service Portal and Collaboration process areas. Show less • Assumed ownership of the Service Portal process area and technical procedure documentation.• Develop solutions for approved Service Portal enhancements and verify the successful deployment of updates to our production instance.• Thoroughly test, debug, and validate approved updates in lower environments prior to deployment.• Manage monthly and quarterly customer alignment meetings to ensure the continued evolution of the Service Portal.• Conduct project meetings in collaboration with other process areas to maintain overall system alignment. Show less • Create, maintain, and update web pages for internal users such as Service Component Providers, colleagues, and existing customers as well as external users such as potential customers.• Ensure compliance with Web Content Accessibility Guidelines (WCAG) via monthly scans and reports, quarterly compliance assessments, and continuous remediation of errors or issues identified.• Manage Salesforce/Pardot integration with ServiceNow to facilitate customer outreach via automated workflows and ticket assignments to the corresponding Service Component Providers. Show less

  • Service Portal and Collaboration Team Lead

    Jun 2022 - Mar 2024

  • Service Portal Developer

    Jan 2022 - Dec 2022

  • Service Portal Analyst

    Jul 2020 - Dec 2021
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  Deloitte

  Mar 2024 - now

  Solution Specialist