Elizabeth Wallace

• Responsible for major incident, change, and problem management processes and governing documentation using Jira and Confluence platform.
• Performed daily production incident management reviews – ticket accuracy, reports, follow up.
• Backed up Incident Manager during critical events; drove issue to resolution, documented issue and recovery efforts, and prepared executive level incident summary.
• Tracked operational readiness against defined milestones and reported on progress, risks, resolution, and escalation of issues.
• Interfaced with all technology teams and educated users on problem and change management best practices, and how to engage.
• Built excellent relationships with project leads, service owners and business leaders to build rapport, coordinate, and integrate efforts.
• Developed, supported, and executed communication and training.

• Developed and managed change initiatives for transitioning change management strategy and adoption, post-merger.
• Designed end-to-end change process to integrate and transition the 3 new companies acquired, into one consolidated corporate change process and technical procedure.
• Measured and monitored progress at clearly defined points in the project to ensure activities were well aligned with transitional objectives to ensure delivery on time.
• Partnered with leaders, project teams, the business, and users to conduct readiness and resistance assessments using surveys, interviews, or other methods.
• Designed post-adoption continuity plans to provide smooth operational resumption following major changes.
• Evaluated and summarized reported findings for senior leadership, management and steering teams then presented information a PowerPoint presentation.
• Reviewed historical documentation to discern trends in operational metrics, informing future decisions on operational changes and potential improvements.
• Partnered with business engagement managers and supervisors to understand the departmental goals and daily ways of working to align technologies to business needs.
• Developed training materials and foundational change management deliverables.
• Created communications to stakeholders and user audiences to assess and ensure buy-in and adoption.
• Planned, scheduled, and facilitated meetings, webinars, presentations, and training events to socialize initiatives.
• Provided direct support and coaching to managers and supervisors as they help with their direct reports through the transition.
• Partnered with project, service owners, and key stakeholders to large scale initiative to redesign the global change system, in preparation for ServiceNow CSM data model and service portfolio project.
• Managed the end-to-end process redesign in ServiceNow from submission to demand, project task, enhancement, stories, and production release coordinating multiple process areas.
• Changed custom templates to include automated change tasks with bi-directional integration, automated risk calculator and impact scoring for enhanced risk assessment and ratings.
• Ensured issues resolved by the appropriate person or team to avoid escalation. Maintained issues repository.
• Reviewed historical documentation to discern trends in operational metrics, informing future decisions on operational changes and potential improvements.
• Tracked KPIs and created continuous improvement plans.
• Developed and delivered change management support documentation and manuals. Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Adaptable and proficient in learning and applying new concepts and software applications quickly and efficiently.
• Identified impacted parties, business partners and resources required for planned changes.
• Built support for change throughout business unit through direct outreach strategies.
• Reviewed internal systems and organized training plans to address areas in need of improvement.

• Partnered with project managers and service delivery managers to establish key milestones and delivery timelines to ensure the workstream and change tasks remained on schedule and track progress and outcomes.
• Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
• Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
• Led sprint reviews and planning meetings to promote full team engagement.
• Managed product backlog and supported Scrum framework for monthly sprint releases.
• Evangelized agile as strategic asset of culture and business value, inspiring teams in implementation of new tools and techniques.
• Assisted with internal and external communication resulting in improved transparency.
• Created, monitored, and reported user adoption metrics to track the effectiveness of migration activities.
• Gathered lessons learned and created OCM project closure report.
• Worked closely and listened to team members' feedback to identify issues and resolve conflicts.
• Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track.

Change Management responsibilities:

• Managed problem and change control process, standards, adoption, and governance to enterprise policies.
• Facilitated weekly Change Advisory Board (CAB) and Technical Review Board (TRB) meetings, prepared weekly agendas, meeting minutes, distributed FCR, and maintained CAB distribution lists, using ServiceNow CAB Workbench.
• Facilitated PIR meetings with required stakeholders to identify cause and remediation of failed deployment or backed out changes.
• Supported internal audit by providing test evidence and documentation as requested to comply with IT SOX and PCI-DSS audit requirements.

Problem Management responsibilities

• Facilitated weekly Problem Management meeting to review and discuss high priority and critical incidents, facilitate root cause analysis, implementation of corrective actions, service owner responsible for ownership of problem record and line of service persons responsible for completing action items.
• Identified trends and potential sources by reviewing incidents and change records for analysis. Track problem governance metrics and continuously sought to improve the KPIs.
• Contributed to the evolving and maturity of the incident management process to integrate with other processes (problem and change) and tools.
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
• Developed and maintained courteous and effective working relationships.

• Created and maintained standard operating procedures governing system functions and features.
• Transitioned existing asset management and coordination services to the new organization's global asset management business and quality-controlled policies, processes, and procedures globally.
• Ensured policy, process, and procedures documentation were prepared in accordance with corporate physical security, data protection, HIPAA, FEDRAMP, FINRA, GDPR, and PCI standards and best practices.
• Educated stakeholders on data protection tactics to reduce breaches.
• Coordinated data migration and consolidation efforts.
• Collected, defined and analyzed business requirements.
• Consolidated business rules for system enhancements.

Major Incident Management responsibilities:
• Drove major incidents to resolution and undertook efforts to restore a failed IT service, system, or application, and reduce MTTR.
• Established technical bridge and notified appropriate infrastructure, application, or telecom support team, and leadership joined called for appropriate awareness, engagement, focus, and resolution.
• Developed and maintained technical recovery procedures and supporting documentation for critical systems, enterprise and SaaS cloud-based systems, network, and call center technologies related to system failures and outages, service degradation, and other high priority incidents impacting business continuity.

Operational Readiness Responsibilities:
• Worked closely with enterprise subject matter experts interpreting requirements. Created and maintained documentation on operations support functions, reviewed, and analyzd project artifacts (i.e., solutions architect, functional and non-functional requirements, logical and physical diagrams, LBOM or other documents) to determine system functionality, dependencies, third party vendor information, identify system check out procedures, and support teams responsible for recovery efforts.
• Conducted business impact analysis and risk assessments of critical systems to identify points of vulnerability, single points of failure, risk avoidance and mitigation strategies. Maintained business impact repository.
• Investigated to resolve technical issues by escalating to other functional areas. Worked on advanced technical issues to aid peers and management on daily tasks and special projects.
• Produced accurate and timely communications tailored to users, senior leadership, and both internal/external stakeholders.

Problem and Change Management responsibilities:
• Used enterprise service management system, HP Service Desk/CA Service Desk/ServiceNow to document, track, authorize, and record implementation details of all change requests.
• Performed initial review and analysis of change requests to ensure all risks and impacts were assessed, and workflow tasks updated, ensured record approved by appropriate approving parties.
• After successful deployment, ensured change requests had been fully documented, and verified related change tasks completed successfully, and change record closed.
• Performed root cause analysis and implemented corrective actions.
• Read and analyzed blueprints and project documentation to develop workflows and strategy.
• Investigated to determined root causes of failures and recommended changes in designs, tolerances, or processing methods.
• Completed and submitted monthly and yearly reports to support executive decision making.