Sarah A.

Experience

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  Université Sainte-Anne

  Jan 2004 - Jun 2005

  IT Support/Facilitatrice
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  NTT DATA

  Jan 2005 - Jan 2007

  QA & Project Coordinator / Analytical & Metrical Specialist

  Generated technical design document status summary reports, progress reports, and assumptions and risks reports. Generated metrics graphics from event-level data sources. Helped prepare status report presentations. Communicated project pitfalls and errors to production staff.Key Achievements:▪ Designed Technical Design Document Status Summaries, Progress, and Assumptions and Risk Reports communicating findings to key stakeholders helping create seamless project flow.▪ Recognized for strong leadership and work ethic given task to oversee and approve others timesheets.▪ Demonstrated strong technical skills handling all SharePoint uploads using HTML Editor. Exibir menos

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  NTT DATA

  Jan 2007 - Jan 2009

  Functioned as HTML editor uploading documents to SharePoint. Compiled draft documents to the client and ensured the project was technically accurate. Updated and maintained HTML code from one firmware directly to another. Created new procedural documentation and conducted peer quality reviews.Key Achievements:▪ Crafted standards and procedures resulting consistent syntax and terminology throughout all deliverables meeting or exceeding project delivery requirements.▪ Updated and created HTML code via FrameMaker migrating across multiple firm-wide directories.▪ Leveraged industry knowledge producing high-quality technical documents, collaborating with SMEs andproject partners keeping deliverables under budget and on time. Exibir menos

  • Technical Writer/QA Analyst

    Jan 2009 - Jan 2009

  • Technical Writer/Change Management Coordinator

    Jan 2007 - Mar 2009
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  Castle Hall Alternatives

  Jan 2009 - Jun 2010

  Mac IT/Support Analyst

  Assisted in the preparation of due diligence reportsProof read & quality control of final due diligence reportsUpdated, created & maintained the firm’s wiki page using Oxygen XML editorAssisted with the creation of the firm’s BCP & Disaster Recovery PlanCreated Timesheet Metric reports & Gantt Charts using the firms timesheet software (Celoxis)

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  CGI

  Jun 2010 - Nov 2019

  ServiceNow System Administrator

  Develop, create, and modify ServiceNow computer application software. Analyze user needs and develop software solutions. Customize software to optimize operational efficiency and client experience. Coordinate with other IT professionals and vendors troubleshooting problems and ensuring continuity of service. Maintain system documentation ensuring controls and audit logs are in place.Key Achievements:▪ Facilitated two major software updates coordinating crucial quality checks including Performance Verification Testing (PVTs), and smoke testing minimizing any disruption of service.▪ Demonstrated strong skills and knowledge having successfully set up MID servers within time constraints.▪ Onboard all new members after having successfully trained, coached, and mentored four SystemAdministrators improving work productivity and efficiency.▪ Expand knowledge daily developing new business sector (B2B) applications for ServiceNow growing business potential and increasing company revenues.▪ Completed retrofit project of (500+) Catalog Items. Converting all Items into new workflow and new forms designed for ease of use for end users.▪ Assisted with the development & implementation of the Asset Module and the companies Procurement process. Exibir menos

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  Nova Scotia Power

  Nov 2019 - Jan 2022

  ServiceNow CMDB / IT Asset Management

  - Responsible for driving the integrity and completeness of CMDB asset data and perform day-to-day CMDB and technology hardware & software data administration- Process owner for IT HAM & SAM- Work with all the groups within IT Operations and across the enterprise where technology assets are captured and managed with the CMDB- Deliver regular management reports and continually manage the CMDB Health Dashboard and analytics reporting of measurements and KPI results- Responsible for the continual improvement of CMDB and asset management related standard, process and procedures- Assisting in valuation of assets and the development, implementation, monitoring and maintenance of key performance metrics and analytical models- Responsible for process/procedure oversight, data audit, regular health check CMDB/HAM/SAM data and Microsoft Active Directory Master Data Management control and governance- As part of the NOW practice team, hands on skills in handling discovery, CMDB, service mapping, and workflow/flow designer for both operational and project needs Exibir menos

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  Thirdera

  Jan 2022 - Jan 2023

  ServiceNow Business Process Consultant

  - Primarily responsible for the design and delivery of Process Improvement engagements by facilitating the "Future State" process design and modeling for clients. - Responsible for taking the clients to the next level of process maturity in terms of "implementation", improved processes, automation of processes through BPM solutions.- Understanding customer's current processes and identifying areas of improvement.- Recommend solutions that follow ServiceNow leading practices and advising customers in story creation, refinement, ranking, adherence to the desired process outcomes, and future roadmap plans.- Delivering/Presenting Workshops with a focus on ServiceNow ITAM implementations, which are used to determine the customers high level business objectives and strategic drivers. Exibir menos

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  SoftwareOne

  Jan 2023 - now

  ServiceNow ITAM Business Process Consultant

  • Influence and consult by providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.• Liaise with Process Owners to educate them on functional capabilities, how to drive operational excellence, and value realization of the ServiceNow platform.• Drive process definition, re-engineering, improvement, and gap analysis of current/to-be processes with prod-uct owner(s), process owners, and other key stakeholders.• Serving as subject matter expert for the implementation of ServiceNow and engaging with cross-functional teams to design and implement ServiceNow processes.• Lead requirements workshops including stakeholder interviews, gathering business needs, analysis of existing use cases.• Analyze, document, and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.• Manage translation of business requirements and communication of functional requirements to development team, ensuring best practices and processes are followed.• Collaborate with project manager to develop responses to stakeholder requests for scope change, exceptions, and contingency requests. Provide input for scoping and estimation activities related to RFPs and SOWs• Lead team of functional analysts, providing day to day direction, mentorship, coaching and career direction.• Promote continuous process improvement practices through process best practices, metrics/KPIs, dash-boards and role accountabilities. Exibir menos