Paris Hoodfar

Experience

• 

  GlaxoSmithKline

  Jan 1994 - Jan 1999

  Support analyst

  service desk and desktop support

• 

  Computer Sciences Corporation

  Jan 1999 - Jan 2002

  managed a team of 9 helpdesk analysts Managed a team of 11 at the Schroders IT Helpdesk supporting MS office apps, Infrastructure and business applications.

  • IT Helpdesk supervisor

    Jan 2001 - Jan 2002

  • IT Helpdesk supervisor

    Jan 2001 - Jan 2002

  • IT Helpdesk Manager

    Jan 1999 - Jan 2001
• 

  Schroders

  Jan 2000 - Jan 2001

  IT Helpdesk Supervisor
• 

  JPMorgan Chase

  Jan 2001 - Jan 2004

  Remote Desktop Support Manager

  Managed a team of 16 delivering remote desktop support for enterprise wide and infrastructure applications and services

• 

  Sabre Holdings

  Aug 2005 - Sept 2006

  Vendor Manager

  Managed global hardware service contract with NCR

• 

  Morgan Stanley

  Sept 2006 - Mar 2019

  Enterprise Service Management , ITSM Product Manager for ServiceNow , Runbook Automation and Internal Agile Engineering application. My main duties are to manage multiple vendor relationships in an offshore delivery service model. I also act as the focal project coordinator in the global team for any new support on-boarding work. I also act as the main knowledge management pioneer in the team and run various project around KM processes and practices. Worked with different areas of Production Management and Quality Assurance on various Service Management initiatives. Knowledge Management, ServiceNow tooling requirements, Change Management, Transition Management, Incident and Problem Management best practice and standards.

  • ServiceNow Product Manager (ITSM) - VP

    Mar 2015 - Mar 2019

  • Service Management Practice - VP

    Mar 2010 - Mar 2015

  • OffShore Delivery

    Sept 2006 - Mar 2010
• 

  Deutsche Bank

  Jun 2019 - Dec 2022

  ITSM Product Strategy
• 

  LSEG (London Stock Exchange Group)

  Dec 2022 - now

  Engagement Manager