Jessica Dooley
Argenta,IL
Summary
Highly skilled and results-oriented ITSM Business Process Analyst with extensive experience in optimizing business processes within IT Service Management frameworks. Demonstrated success in analyzing, designing, and implementing efficient ITSM processes to drive organizational efficiency and effectiveness. Committed to identifying opportunities for improvement, streamlining workflows, and enhancing overall performance through innovative solutions and strategic insights. Seeking to leverage deep ITSM expertise in a leadership roll, where I can contribute to continuous operational excellence and strategic development.
Overview
14
14
years of professional experience
Work History
ITSM Process Manager
Country Financial
Bloomington, IL
09.2015 - Current
- Enhanced the Change Management Processes from a level .5 Maturity to an ITIL level 4 maturity, incorporating comprehensive documentation, workflows, training, and both critical success factors and key performance indicators. This ensured seamless integration between Change, Release, Incident, Problem, and Knowledge processes.
- Operated as a pivotal Service Management contact across teams, focusing on the design and execution of multiple projects. This role included engaging in stakeholder management, ensuring organizational readiness, aligning leadership, and executing effective communication and training strategies.
- Developed and managed Change Management processes by actively involving stakeholders in the change efforts, ensuring readiness for upcoming changes, and achieving a 99% success rate in major release implementations through robust testing and stakeholder sign-offs.
- Crafted and implemented a Problem Management Process aimed at rigorous root cause analysis, proper documentation, and corrective actions to prevent future issues, thereby enhancing system reliability and compliance with audit standards for the insurance and banking sectors.
- Led a high-visibility project to meet critical deadlines, facilitating efficient communication, meetings, and the removal of obstacles. This initiative significantly reduced system downtimes and operational costs by addressing issues caused by large database queries.
- Focused on continual process improvement by analyzing customer feedback, conducting regular compliance audits, producing detailed performance reports, and leading training sessions for new or updated processes, thereby ensuring high standards of quality and efficiency.
Change Coordinator
TEK Systems Inc
Bloomington, IL
05.2012 - 09.2015
- Negotiated operational level agreements, based on requirements identified by Business Partners
- Monitored changes, projects, and Service requests to ensure compliance standards are met and maintained a 98% success rate for major changes
- Implemented a Peer Review Process for Network teams to increase success rates.
- Coordinated with all stakeholders involved in the change process to ensure timely completion of tasks.
- Developed and implemented change management plans to ensure successful transition of new initiatives.
MIS Analyst
Heritage Behavioral Health
Decatur, Illinois
11.2010 - 05.2012
- Facilitated Process and Implementation meetings to coordinate major process changes within the organization
- Designed data screens for our Electronic Health Record using SQL databases and Windows Designer
- Performed troubleshooting on network connectivity, hardware and software problems
- Performing audits of software authorized use and license certification was maintained to reduce license costs
- Evaluated software applications and hardware products to determine use and compatibility with current systems to make recommendations to the Board of Directors.
Education
Bachelor of Science - Business Management and Marketing
Southern Illinois University Carbondale
05.2019
Skills
- Change Management
- Incident Management
- Problem Management
- Value stream mapping
- Workflow Analysis
- Report Generation
- Process Automation
- Process Mapping
- Process Improvement
- Service Management
- KPI tracking
- Risk management
- Agile methodology
- Change control operations
- Employee training
- Audit support
US Navy
Navy IT 1997-2006
Timeline
ITSM Process Manager
Country Financial
09.2015 - Current
Change Coordinator
TEK Systems Inc
05.2012 - 09.2015
MIS Analyst
Heritage Behavioral Health
11.2010 - 05.2012
Bachelor of Science - Business Management and Marketing
Southern Illinois University Carbondale