Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Brenda Johnson

Rowlett,Texas

Summary


An accomplished IT Service Management professional with an optimum balance of business process and technical expertise. ITIL v3 expert with over 15 years in IT delivering strategic technology solutions and process designs to support IT and Business alignment. Experienced in the execution and alignment of all Service Management processes to support IT and non-IT stakeholders to embrace the value of Service Management.

Overview

14
14
years of professional experience
1
1
Certification

Work History

May Kay Inc.

May Kay Inc.
09.2009 - 10.2023

Program Manager Service Management

Mary Kay Inc.
05.2021 - 10.2023
  • Owner of the Service Management processes (Request, Change, Incident, Problem & Knowledge). Worked closely with the Ivanti technical support team to align the Service Management tool globally.
  • Led project team to transition from ServiceNow to Ivanti. Project was on time and deployed in 6 months globally. Aggressive timeline was due to the renewal of ServiceNow maintenance contract.
  • Project saved Mary Kay 1.3 million yearly less cost of maintenance of Ivanti. Team was recognized by Executive leadership for this accomplishment.
  • Provided requirements for Service Management process (Request, Incident, Change, Problem) to the project team for Ivanti.

Governance & Service Management Manager

Mary Kay Inc.
03.2015 - 05.2021
  • Responsible for compliance across globe teams. Had indirect reports from all regions who indirectly reported to me to support Service Management and Compliance.
  • Provided framework for continuous process improvements and improvements.
  • Provided effective communication for global high impact changes.
  • Owned Risk Management Assessment and conditions for Change Management.
  • Developed training materials and held training/brown bag sessions as needed to provide guidance on Service Management processes.
  • Created and maintained all process documentation for Incident, Request, Change and Problem Management.
  • Worked with process/policy owners to ensure that process/policies were aligned properly, and best practices are followed to aligned with policies.
  • Facilitated and implemented monthly/extended maintenance releases with all stakeholders to ensure that least impact to Mary Kay sales consultants.
  • Ensured that teams created their Standard Operating Procedures, Work Instructions and Policies.
  • Implemented ServiceNow tool/processes from previously BMC Remedy tool to support May Kay globally.

Change Manager

Mary Kay Inc.
03.2013 - 03.2015
  • Supported enterprise transformational change management program, which includes moving to a new tool to align with ITIL process. Created a new reliable change control process in ServiceNow.
  • Facilitated weekly corporate wide change control meetings.
  • Managed Projects for Product Marketing, Sales, Human Resources, Finance, Revenue Management, Supply Chain, IT and also supported PeopleSoft cross functional enhancements.
  • Facilitated weekly enterprise prioritization for changes.
  • Managed project database to reflect current projects phase, resources and targeted implementation dates of projects.
  • Developed reports for Business Owners and Executive management for all projects throughout MKI.
  • Met with end users to understand current and future needs and facilitate business requirements prior to project submission.
  • Negotiated priorities with he business based on criticality and level of effort.
  • Created processes to support MKI Enterprise Executive team, which reviewed and prioritized projects on the business need.
  • Worked with Release and Deployment teams to build proper processes and procedures and to develop improvements where needed to increase reliability and reduce risk of failures.
  • Partnered with senior leaders and executives to ensure they understood and fulfilled their role of change sponsors and acted as a change champion coaching when requested.
  • Provided influence, direct support and coaching to front-line managers and supervisors as they assisted their direct reports through change transitions.
  • Increased adoption of change processes and procedures by developing a global training plan and regional training materials; delivered hands-on training workshops and provided ongoing support by partnering with supervisors and regional change managers for utilization and sustainability of system refinements and process improvements.
  • Researched and implemented business and performance management solutions using business architecture and rapid prototyping tools and techniques.
  • Presented at ServiceNow Knowledge 14 in San Francisco at the annual conference.
  • Conducted change management readiness activities by regularly evaluating the change program and developing process improvements with regional teams.

Change Coordinator

Mary Kay Inc.
09.2009 - 03.2013
  • Responsible for execution and tracking of change management processes within Supply Chain group for International / Domestic sites and subsidiaries.
  • Act as coordinator and front-line communicator during execution of major change controls.
  • Identify areas for process and change improvements.
  • Review all change tickets for process compliance and FDA compliance.
  • Project Managed asystem upgrade project for US Mfg. upgrade and LIMS go live for China in and continued to support change control responsibilities.
  • Managed Agile Training schedule for TMKB and MFG on New PLM/Agile release in May 2012.

Education

Bachelor of Business Administration - Computer Information Systems

Texas State University
San Marcos, Texas

Skills

  • Computer Skills
  • Supervision and Leadership
  • Remote Office Availability
  • Project Management
  • Verbal and Written Communication
  • Staff Management
  • Knowledge Management
  • Incident Management
  • Problem Management
  • Change Management
  • Client Relationship Management
  • Teamwork and Collaboration
  • Problem-Solving
  • Relationship Building
  • BMC Remedy, Ivanti and ServiceNow
  • Team Player / Builder
  • ITIL Foundation Certification
  • DevOps

Certification

ITIL v 3 Foundation Certification

Service Transition Certification

Service Operations Certification

Affiliations

  • May Kay - Leadership team of the Women in Information Technology

Timeline

Program Manager Service Management

Mary Kay Inc.
05.2021 - 10.2023

Governance & Service Management Manager

Mary Kay Inc.
03.2015 - 05.2021

Change Manager

Mary Kay Inc.
03.2013 - 03.2015

May Kay Inc.

May Kay Inc.
09.2009 - 10.2023

Change Coordinator

Mary Kay Inc.
09.2009 - 03.2013

Bachelor of Business Administration - Computer Information Systems

Texas State University
Brenda Johnson