Shae M. Mitchell

• Manages a diverse team of engineers that develop new applications via a DevOps pipeline, enhances existing applications, and supports a wide variety of Enterprise Applications.
• Works in an organization that adopted ITIL 4 framework. Agility and looking for ways to automate or streamline processes are my specialty.
• Collaborates with project teams and stakeholders regarding project capabilities and limitations to deliver optimal functionality using Agile practices.
• Established Change Management Process within the IT department for Application Software. Wrote guidance and process, offered training and open office hours, and audited Change requests to improve visibility and quality of the Change process for Applications.
• Established the Incident Management Process within the IT department for Application Software. Wrote guidance and process, offered training and open office hours, and created dashboards to facilitate better Incident ticket hygiene, expected end user engagement, and SLA times. Established an on call schedule for the support team for efficiency and cross-training between team members to maximize team agility and performance. By doing this, I was able to increase productivity and improved SLA time.
• Introduced Problem Management within the IT department for Application Software. With no centralized Problem team, the Application support team were Problem Owners once they established a pattern in the Incident queue. Created governance around Problem Management, SLA guidelines, and tracking through to Change.
• Worked to reconcile custom table list in ServiceNow. Established SMEs for forms and ensured governance of custom tables for the future.
• Maximizes performance by monitoring daily activities and mentoring team members. Established mentoring for Senior level and Junior level engineers which increased morale, while also increasing productivity by knowledge sharing.
• Acquired two new applications, one of which provided headcount to my group to support. Worked to introduce the engineer to the team, the department, and ensured they felt valued and respected during the process.
• Managed the shelving of two newly started, homegrown applications, with a corresponding reduction in force. Ensured applications were shelved in a state where they could be picked back up easily and treated each engineer with respect and dignity during the process.
• Manages vendor relationships.
• Accomplished multiple tasks within established timeframes.

Holistically Manage Contractors:

• Hires external talent which includes all roles in Technology. Collaborates with Software Engineering Product Managers and/or Agile Leaders to confirm right skills are being requested and ensure proper banding.
• Manages supplier relationships with staff augmentation firms & strategic partners to ensure talent management, on-boarding, off-boarding and transition management are performed consistently.
• Maintains relationships with Software Engineering Product Managers and Software Engineering Leaders for resource staffing and performance management of contractors.
• Provides dashboards to IT partners in support of workforce planning.
• Understand & drive Managed Capacity Playbook which includes the onshore/offshore pattern, established onshore/offshore mix & proper usage.
• Implement new Offshore Hybrid Model, explain to teams proper usage, timelines, expenses and expectations.
• Understand and explain the new rate & rebate structure introduces for our strategic partners to help drive decisions that will reduce expenses at the top of the house.

Chaired production support team, change team, development, and core team in all phases of the project life-cycle, from requirements gathering through build, test, deploy, and support, for the Change module in ServiceNow at Verizon. Managed high visibility system migration and launched Cloud integration.

• Coordinated system requirements and User Acceptance Testing for change module within ServiceNow; overseeing seamless, high-quality, timely roll-outs to users
• Facilitated discussion, decision making, and conflict resolution across 6 cross-functional teams
• Used Agile methods and processes to coach 3 product owners through complex problem-solving and solution strategies
• Ensured user stories were defined and ready to be worked
• Tracked and communicated 40+ project's progress to stakeholders and management staff
• Removed obstacles and managed risks to enable team efficiency and effectiveness
• Orchestrated the decommissioning of the in-house tool
• Change transformation continued to the ServiceNow Change tool under my leadership
• Engineered new processes to assist Cloud Operations team:
• Formalized a process that allows applications to use an easy, one click on-boarding for Change Management. This automated, streamlined process saved countless hours in on-boarding applications and also ensured the Change Process was followed.
• Designed a process allowing Cloud infrastructure teams to easily manage their changes for production and non-production. This brought much needed visibility and socialization to this part of the Cloud team; creating value, mitigating down-time, and maintaining system stability.
• Governance and Compliance lead for Change; extensively working directly with internal and external auditors on test plans and data management, as well as defending systems and processes during yearly audit process
• Oversaw enterprise training for Change

Coordinated development teams and implemented projects to enhance user experience and utilization within an internal application; working with a cross-functional team business owners, developers, trainers, and end users to meet project objectives. Designed and promoted detailed project plans throughout the life-cycle of the project.

• Mobilized the business and development teams to ensure projects flow smoothly and successfully
• Reviewed business requirements and wrote approach documents, then engaged development staff in the design of the project
• Designed system help documentation
• Shaped how test cases were written and lead User Acceptance Testing
• Provided 24x7 on call support and managed a ticket queue
• Facilitated a positive and productive vendor relationship
• Developed Operation Reviews for senior management
• Orchestrated system validation for monthly production moves and Enterprise Releases