Joseph Lyons

• Leader in rollout of ServiceNow ITSM Tool.
• Lead initiative to align change management practices across all regions.
• Developed and enforced IT Change governance.
• Developed and maintained knowledge articles, and provided training for all new Change and Problem users.
• Hosted weekly Change Advisory Board (CAB) meeting, reviewing 80 to 100 changes per week, with approval authority for all change types.
• Developed 8D Problem Review process through which over 300 improvements activities were implemented.
• Adept in use of ServiceNow from user, trainer, and administrator perspectives.

• Leader in worldwide rollout of ServiceNow Change Management module.
• Lead initiative to align change management practices across all regions.
• Developed and enforced IT change governance that reduced number of Major Incidents by 20% 2016.
• Developed training curriculum and materials, and conducted demonstrations for 200 new users of ServiceNow application in 2017.
• Hosted two bi-weekly change approval board (CAB) meetings, covering for 80 changes per week, with approval authority for all change types.
• Developed professional relationships with users that helped to promote compliance and resulted in outstanding data quality.
• Coordinated testing of over 150 applications by 40 technicians in 4 cities following infrastructure maintenance weekends.
• Adept in use of ServiceNow from user, trainer, and administrator perspectives.

• Cleared for Secret information and granted access to Sensitive Compartmented Information based on Single Scope Background Investigation completed in June 27, 2014.
• Worked across multiple functional lines to compile, create and distribute quarterly reports, calculating service area milestones and metrics.
• Created and distributed monthly information security newsletter for C-level subscribers.

Service Management Systems Engineer 2007 - 2013

Change Management Coordinator / Systems Support Analyst 2005 – 2007

Senior Operations Specialist 2001 - 2005

• Retained in 2007 CBOT / CME merger.
• Wrote, directed, created, and distributed training videos utilized to familiarize users with new application and procedures.
• Designed and implemented Service Request Management applications for internal customers that reduced request fulfillment time by 30%.
• Executed major version upgrade of enterprise Service Management suite. Coordinated all testing and implementation across several teams. This resulted in 25% improvement in application performance and functionality.
• Established procedures and enhancements for change control process that reduced risk and created enterprise-wide culture of compliance and security, and chaired weekly CAB meetings.
• Acted as administrator to over 200 Change Management users and guided and mentored support team of four members.
• Demonstrated expertise in trading platform functionality, error trade resolution, and emergency protocols. First call resolution capability was consistently recognized.
• Trained and developed individual contributors to lead roles which created more specialized, responsive, and efficient teams.