Danielle Spaeth
Rohnert Park,CA
Summary
Consummate ServiceNow Consultant with documented history of breaking extremely complex business processes into easily understandable, manageable components. Adept at unraveling process opacities that hide unforeseen flaws to create transparent and efficient workflows. Provides collaborative methods for gradual, consistent improvement through synergistic efforts.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Business Process Analyst Consultant
Windward Consulting
11.2021 - Current
- Windward is an Elite ServiceNow Implementation Partner
- Run requirements workshops, design roadmaps and help Fortune 500 clients implement or build upon a ServiceNow foundation to strengthen their business.
- Develop statements of work (SOW), resource and project plans in preparation for execution.
- Produce documentation outlining process improvement solutions.
- Pinpoint cost-effective process improvements through simulation of potential process alterations, discovering optimal enhancements without interrupting live production efforts.
- Conduct walk-through demonstrations of proposed process changes.
- Coordinate weekly meetings for internal and external groups.
- Develop effective improvement plans in alignment with goals and specifications.
- Demonstrate knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- ServiceNow area focus on HRSD and ITSM projects.
Senior Project Manager
MLC & Associates, Inc.
07.2021 - 10.2021
- MLC & Associates is a small boutique consulting firm with which I have had professional ties with for over 25 years. Worked a short contract there after I left American AgCredit.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Was responsible for general program documentation refresh e.g., resource plan development, project charter creation, project template creation, etc.
- Communicated project plans and progress to key stakeholders and project contributors.
- Partnered with project team members to identify and quickly address problems.
Business Analyst, Proxy Product Owner
American AgCredit
03.2019 - 06.2021
- American AgCredit is a credit union lending to agriculture
- I wrote user stories, conducted UAT and delivered training to end users who were members of our business units
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- I was responsible for minor system admin work under the direction of a senior developer
- Owned and prioritized product backlog.
- Heavily focused on HRSD process enhancements to close process gaps
- Collaborated with development team on HRSD services and tasks.
- Collaborated with stakeholders to identify business needs and integration data sources.
- Mapped out enterprise spanning onboarding process and worked with the HR and IT teams to build a process to onboard employees more quickly and efficiently
- Worked HRSD projects from requirements to testing to go-live
Manager, Application Delivery and Support
Ultragenyx Pharmaceutical Inc.
04.2017 - 07.2018
- Contract position held at a Biopharma company.
- I managed the ServiceNow platform for Ultragenyx, handling level 1 help desk tickets.
- Planned, created, tested and deployed ServiceNow change management life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Lead the delivery of their Change Management enhancement project, acting as process SME and ensuring the vendor built to requirements specifications
- Trained IT Operations teams on the concepts of a CMDB (configuration management database).
Information Technology Operations Manager
Allianz Technology
09.2014 - 06.2016
- Allianz Technology is the single IT provider for the Allianz Group.
- Ran day to day operations and change projects for the Allianz Fireman's Fund Insurance ServiceNow platform servicing 4000+ users.
- Managed 3 direct reports and several matrixed personnel.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Conferred with executives to advise and plan for short-term and long-term ServiceNow platform architecture for the Fireman's Fund instance and other North American instances.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Owned Incident, Change, Problem and CMDB processes and their respective SOX controls hosted within the ServiceNow platform.
IT Service Management Specialist
Fireman's Fund
04.2009 - 08.2014
- IT Change Manager & ServiceNow SME for Fireman's Fund.
- Oversaw vendor teams providing services for change management and ServiceNow technical delivery.
- Chaired IT Technical Review Board and Change Review Board meetings.
- Developed and implemented ServiceNow training programs for IT Operations.
- Worked with IT operations and with various business units to plan for and lead projects related to the ServiceNow platform.
- Developed oversight metrics for ServiceNow performance in multiple service areas including but not limited to change management, problem management and incident management.
Major Incident Manager
IBM
08.2008 - 02.2009
- Worked as an Availability/Incident Manager for IBM under contract for their customer, Allianz Fireman's Fund Insurance Company
- Member of 3 person, 24/7- on call rotation team assembled to respond to high severity infrastructure incidents.
- Conducted post-resolution reviews with team members.
- Provided immediate emergency response and incident management.
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
Senior Project Manager
The Irvine Company
05.2006 - 05.2008
- Managed a number of projects for The Irvine Company as a Senior Consultant for MLC & Associates
- Lead a team of onsite and remote business intelligence consultants, to deliver small to mid-sized COGNOS solutions integrating with SAP.
- Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
- Communicated project plans and progress to key stakeholders and project contributors.
- Maintained schedules to meet key milestones at every project phase.
- Partnered with project team members to identify and quickly address problems.
Sarbanes-Oxley Audit Consultant, A/R, A/P, HR, IT, Inventory Specialties
Endocare, Inc.
10.2005 - 05.2006
- Audited financial controls for accounts receivable, accounts payable, payroll and human resources processes
- Trained client on Sarbanes-Oxley procedures
- Performed gap analysis on existing audit documentation and refreshed as necessary after performing walk throughs
- Worked closely with department heads to communicate audit findings and draw plans for remediation.
- Prepared working papers, reports and supporting documentation for audit findings.
- Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
- Worked effectively in fast-paced environments.
Senior Project Manager Consultant, Sarbanes-Oxley, Business Continuity
Pacific Life
06.2004 - 10.2005
- Consulted with Pacific Life's Annuities Division as the Senior Project Manager for their Sarbanes-Oxley Compliance/Disaster Recovery Project (DR)
- Prepared Business Continuity Plans, Conducted Table-top Business Continuity exercise with business units, prepared Sarbanes-Oxley 404 documentation, educated staff on Sarbanes-Oxley, performed walk throughs.
- Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
- Partnered with project team members to identify and quickly address problems.
- Communicated project plans and progress to key stakeholders and project contributors.
Education
Certificate - Professional, Technical, Business, and Scientific Writing
California State University, Long Beach
BA - English, Special Emphasis
California State University-Long Beach
Skills
- Business process reengineering
- Organizational change management
- Program Management
- Gap analysis
- Key Performance Indicators
- Requirements Gathering
- Product Lifecycle Management
- Business Analysis
- Workflow Optimization
- Process Mapping
- Portfolio Management
- Knowledge management
Certification
- ServiceNow Certified Implementation Specialist - Human Resources (CIS-HRSD)
- ServiceNow Certified Implementation Specialist - Software Asset Management (CIS-SAM)
- ServiceNow Certified Implementation Specialist - Hardware Asset Management (CIS-HAM)
- ServiceNow Certified System Administrator (CSA)
- Certified Scrum Master (CSM)
- Certified Scrum Product Owner (CSPO)
- ITIL Foundation Level
Timeline
Senior Business Process Analyst Consultant
Windward Consulting
11.2021 - Current
Senior Project Manager
MLC & Associates, Inc.
07.2021 - 10.2021
Business Analyst, Proxy Product Owner
American AgCredit
03.2019 - 06.2021
Manager, Application Delivery and Support
Ultragenyx Pharmaceutical Inc.
04.2017 - 07.2018
Information Technology Operations Manager
Allianz Technology
09.2014 - 06.2016
IT Service Management Specialist
Fireman's Fund
04.2009 - 08.2014
Major Incident Manager
IBM
08.2008 - 02.2009
Senior Project Manager
The Irvine Company
05.2006 - 05.2008
Sarbanes-Oxley Audit Consultant, A/R, A/P, HR, IT, Inventory Specialties
Endocare, Inc.
10.2005 - 05.2006
Senior Project Manager Consultant, Sarbanes-Oxley, Business Continuity
Pacific Life
06.2004 - 10.2005
Certificate - Professional, Technical, Business, and Scientific Writing
California State University, Long Beach
BA - English, Special Emphasis
California State University-Long Beach
- ServiceNow Certified Implementation Specialist - Human Resources (CIS-HRSD)
- ServiceNow Certified Implementation Specialist - Software Asset Management (CIS-SAM)
- ServiceNow Certified Implementation Specialist - Hardware Asset Management (CIS-HAM)
- ServiceNow Certified System Administrator (CSA)
- Certified Scrum Master (CSM)
- Certified Scrum Product Owner (CSPO)
- ITIL Foundation Level
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