ServiceNow
James Hoffman
TAOS,NM
Summary
Authoritative Software Release Manager incorporates input from internal stakeholders to determine ideal iteration schedules for business success and consumer satisfaction. Meticulous planner of impactful releases. Dedicated to offering constant and consistent software improvements through hands-on leadership and technical management.
Effective at building and deepening productive relationships with all product stakeholders. Skilled at guiding operations, supporting deployments and implementing quality control standards. Analytical problem-solver with excellent judgment and a detail-oriented nature.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Analytics Consultant
Wells Fargo Commercial Banking
11.2012 - 09.2024
- Contributes and represents 26 CRM applications at weekly scheduled Change Advisory Boards (CABs) as well as Forward planning meetings, containing both internal staff and customers.
- Maintains a calendar of approved and agreed upon product and infrastructure maintenance schedules.
- Reviews completeness and quality of change information entered into the change management system (ServiceNow) and works with change requesters to correct deficiencies
- Responsible for training and mentoring junior team members on ServiceNow Change and incident management.
- Created and maintain ServiceNow training materials for all CRM applications.
- Holds Post Implementation review meetings to identify lessons learnt with failed change and change with issues
- Reviews and follows up on non-compliant changes as well as changes which occur outside the defined processes.
- Responsible for reporting and analytics related to Change and incident management using ServiceNow reporting module.
- Responsible for reviewing ServiceNow CMDB and addressing issues with Configuration Items and relationships.
Consultant
TEKsystems
06.2008 - 11.2012
- Designed and created ETL code installations, aiding in transitions from one data warehouse to another.
- Interpreted data models for conversion into ETL diagrams and code.
- Optimized broken and inefficient assets through effectively troubleshooting technical processes and workflows.
- Wrote and optimized in-application SQL statements.
- Managed data quality issues during ETL processes, directing qualitative failures to team lead for amelioration.
- Analyzed large datasets to identify trends and patterns in customer behaviors.
Education
J.D. -
William Mitchell College of Law
Saint Paul, MNBachelor of Arts -
University of Minnesota
Minneapolis, MNSkills
- Release management
- Report generation
- Agile methodology
- IT service management
- Configuration management
- Software and hardware updates
- Data migration
Certification
ServiceNow Certified System Administrator
ITIL Foundations 4.0
ServiceNow ITSM Fundamentals
Software
SQL Server Integration Studio
Agile
Cutover
ORS
Javascript
Timeline
Senior Analytics Consultant
Wells Fargo Commercial Banking
11.2012 - 09.2024
Consultant
TEKsystems
06.2008 - 11.2012
ServiceNow Certified System Administrator
ITIL Foundations 4.0
ServiceNow ITSM Fundamentals
J.D. -
William Mitchell College of Law
Bachelor of Arts -
University of Minnesota
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