ServiceNow
Benjamin Robinson
IT Incident And Problem Manager
Philadelphia,PA
Summary
Innovative Technical Service Support Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Goal-oriented Management professional committed to problem solving. Dedicated team player skilled at mediation and conflict resolution. Drives company growth through proactive problem management principles and practices.
Overview
19
19
years of professional experience
4
4
Certificates
2
2
years of post-secondary education
Work History
IT Incident and Problem Manager
QURATE RETAIL GROUP (QVC)
West Chester, PA
04.2019 - 03.2023
- Managed major incidents and priority production problems throughout service lifecycle for platform, service, product fulfillment, broadcasting and business values streams in three profit centers (QVC, HSN, Cornerstone Brands) operating globally in five international markets (US, United Kingdom, Germany, Italy and Japan).
- Facilitated and drove DOR (Daily Operation Review) meeting with owners and primary stakeholders reviewing all major incidents to validate triage activities, current status, document next steps and update ServiceNow records, coordinate with change management with any root cause analysis (if change-related) and conduct post mortems to review actions taken, update knowledge articles and run-books, align issues/events with appropriate configuration items (CMDB), and assign incident tasks to ensure root cause is address by either accepted work-around or permanent solution through problem record.
- Developed quality metrics for service management processes lifecycle management, analyze data and implement quality improvements, performing weekly statistics ServiceNow reporting/dashboards along with trend analysis presentations for technical, business value streams and senior leadership organization-wide meetings.
- Collaborated with product, technical, platform and architecture teams to assess and drive completion of assigned tasks and activities required to resolve and prevent reoccurrence of major incidents and P1/P2 problems impacting Retail and Business Operations, Order Fulfillment, Product Broadcast, UI/UX, Customer Marketing and Purchasing.
- Managed and facilitated projects, escalations and presentation of expedited "HOTLIST" problem records for enhanced tracking of mission and financially critical problems for status updates scheduled meetings with problem owners and primary stakeholders.
- Conducted impact analysis of weekly major incidents to minimize overall financial, customer facing impact, loss of sales, or ability to process or deliver customer web/mobile/call center orders through better event response, focus and awareness.
- Enhanced and modernized ITIL Problem Management Process for QVC, HSN, and Cornerstone Brands through quality assurance practices to improve technical processes to enhance performance that meet and exceeds customer expectations.
- Facilitated and implemented interdepartmental strategies with diverse and multi-cultural team members to assist and validate permanent problem resolutions.
- Created and performed corporate-wide problem management training and video sessions.
- Collaborated to define streamlined organization's ITSM system and services including Incident Management, Request Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, Knowledge Management, and Release Management.
- Served as incident commander on major incident bridge calls, working directly with Service Desk, business/technical/product team leads and manager–on-duty to assess current status and impact of failed or degraded application, platform or service, start time, and initial steps required to mitigate issue as quickly as possible.
- Composed and published corporate email communication summarizing issue details, teams engaged, actions in progress, customer/availability impact and projected timelines.
- Drove team ITIL process enhancement, continual service improvement and best practice policies, policies, procedures, and guidelines.
- Working knowledge of Cloud, SAN, WAN, and SQL technologies, information security strategies, software development lifecycle (SDLC), CMDB, and ITSM and Microsoft Office: Visio, PowerPoint, Excel, Word.
Sr Problem Manager
BARCLAYS
Wilmington, DE
12.2007 - 04.2019
- Managed ITIL Problem Management process by creating and tracking all Business (including Customer-facing) and Technical Major Incidents and Problems caused by errors, defects, process failures within Bank-wide operations, Service Providers, Partners, and Colleagues
- Drove escalation meetings with Core Process Control managers and Support Personnel based on corrective actions and/or increased urgency due to compliance details or SLA infringement or business owners concerns through bridge calls, meetings, and email collaborations to address feedback and suggestions
- Extrapolated data from ServiceNow for reporting metrics and trending analysis for weekly dashboard reporting
- Conducted periodic Problem Reviews, Postmortems, and validate implemented solutions and preventative measures to drive more effective problem closure
- Facilitated and drove recurring meetings with Technical and Business Process Owners to address current progress and status issues including Customer Perceptible Active Problems and continued alignment with Level 0 Business Process Ownership and Accountability
- Prepared and facilitated Weekly Root Cause Review (RCR) Meeting to directly evaluate and challenge outstanding problems with missing or unclear root cause descriptions and preventative measure before respective process owners
- Maintained and established quality control controls for Problem Record details for completeness, accuracy, through validation of completion and implementation date, change orders and project statuses from multiple repositories and obtain approvals from Process and Business owners prior to Closure Notification
- Provided continuing training sessions of Problem Management Process Role Requirements and ServiceNow Record tracking procedures through in-person and classroom instructional sessions and to Process, Business, and Technical owners include new hires and recent departmental transfers
- Led onboarding of ServiceNow Problem Management process, forms, reporting, and education to users.
Support Desk Manager
COZEN O'CONNOR P.C
Philadelphia, PA
10.2003 - 12.2007
- Managed 15-member Service Support staffs including 8 remote site team members to ensure 1st and 2nd level IT support fast-paced, high-pressure legal environment.
- Ensured daily IT support requests were properly staffed and completed by personnel trained to provide highest level of support and customer service.
- Managed team member employee performance, administered annual performance reviews, and coordinate on-going staff training can career development plans.
- Established Service Level Call Center Metrics to track and identify problem trends and implement corrective solutions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Strengthened communication skills through regular interactions with others.
- Worked effectively in fast-paced environments.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Demonstrated creativity and resourcefulness through development of innovative solutions
- Resolved problems, improved operations and provided exceptional service.
- Demonstrated leadership skills in managing projects from concept to completion
- Assisted with day-to-day operations, working efficiently and productively with all team members
Education
Bachelor of Arts - Management, Information Systems
EASTERN UNIVERSITY
St. Davids, PA` 08.2005 - 05.2007
Skills
Business / Technical Communication
Accomplishments
- Achieved 42% reduction in average ticket age based on restructuring of end-to-end management of business-wide active problem lifecycles, decreasing overall recurrence of high and critical incidents
- Resolved 100 problems in 100 days through collaboration with Company-Wide PM Task Force Project
- Achieved 37% reduction of active problems from 248 to 156 in 8 months
- Developed and create Problem Management Roadshow Training Presentation and video to educate technical teams on proper PM principles, lifecycle stages, and owner responsibilities.
- Developed and implemented ITIL Tollgate SLA Process, procedures and policies based on ITIL v2 and ITIL v3 Framework including Ticket Tracking documentation and developed PM training modules
- Expanded Problem Management Estate from technology-related records to all problem records including vendor and Customer-Facing business issues
- Primary Contributor and content provider for newly launched BTG Problem Management SharePoint Site
- Created Technical Operations Impact Analysis documentation to provide established guidelines for obtaining and documenting impact analysis (Colleague, Compliance, and Financial)
- Created and published Weekly Problem ITSM Dashboard including SLA/KPI/KRI/Validation controls
- Developed Priority Matrix to effectively categorize and assign correct criticality for all new Priority Incidents based on Customer impact and organizational Risk assessment for Problem Records
- Created and implemented Primary and Contributory Root Cause Types categories on Problem Management Form to align with the Global Problem management reporting process
- Facilitated planning meetings of key technical groups for several major issues/initiatives (Partner Launches, Paperless Migration), Colleague Chairman for BCUS Americas Diversity & Inclusion Council
- Created and published Weekly Problem ITSM Dashboard including KPI /KRI / Validating controls
- Collaborated as Council Member - BCUS Council Control Project – Work Stream/Reporting Technology
- Created Monthly Lunch Hour Discussion Panel series to address topical company–related issues and encourage increased colleague engagement
- Collaborated as Think Tank Contributor - Team was chosen “Most Spirited Debate” based on active verbal development of several submissions.
Certification
ITIL Foundation Certificate in Information Technology Service Management (ITSM)
Affiliations
Help Desk Institute (HDI)
Toastmasters
Software
Microsoft PowerPoint
Microsoft Excel
Jira
Confluence
Dynatrace
Timeline
IT Incident and Problem Manager
QURATE RETAIL GROUP (QVC)
04.2019 - 03.2023
Kepner - Tregoe ITSM Problem & Incident Management Certification (KT RESOLVE)
04-2016
ITIL Foundation Certificate in Information Technology Service Management (ITSM)
05-2013
Sr Problem Manager
BARCLAYS
12.2007 - 04.2019
Bachelor of Arts - Management, Information Systems
EASTERN UNIVERSITY
08.2005 - 05.2007
Support Desk Manager
COZEN O'CONNOR P.C
10.2003 - 12.2007
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