Vijay Kamath

ITSM Processes & ServiceNow rollout and improvement (Incident, Request, Knowledge, Major Incident)

• Defined Process SOP and Instructions using industry best practices and ITIL.
• Developed Agile Stories to guide developers in implementation.
• Defined KPIs and Baselines to measure process adherence and performance.
• Developed and maintained training and website material to facilitate roll-out to 3,000+ users in the organization.
• Performed regular improvement activities following a defined Change Management process

Owned and Managed the Global IT User Satisfaction survey

• Executed survey 4 times per year covering all Roche employees (80,000+) and locations (100+).
• Survey covered IT Support, Devices, Communications, Training and application landscape.
• Managed relationship with vendor that ran the survey for Roche. Change requests, invitation and survey translations (15 languages), and reporting access.
• Performed data analysis of results and provided C level presentation as well as organization level presentations as needed.
• Supported the organization with gathering and reporting data
• Owned internal reporting system that provided access to teams wanting to understand and leverage the data to improve end user satisfaction.

Global IT process Analyst

• Developed and rolled out a Project Management Methodology that supported the Global Roche IT organization in delivering systems and solutions.
• Integrated Computerized Systems Validation requirements into the methodology.
• Developed templates for use throughout the methodology (Project Charter, Requirements, etc…)
• Defined KPIs to measure performance and adherence.
• Developed OCM training and communication material to support the 1,000+ users in adopting the methodology.

Global IT Integration Organizational Change Management (OCM)

• Lead the OCM efforts related to the integration of Roche IT and Genentech IT after the Roche acquisition of Genentech.
• Developed a portal that allowed the organization to see regular updates from leadership on progress. Developed a dashboard that showed project progress of 100+ projects related to the integration.
• Developed and managed a “Buddy/Mentor” program that allowed Genentech IT Employees to get to know a Roche IT Employees. Developed KPIs to measure value of the program.

2006 - 2009 OE Analyst

• Developed, maintained and supported project management methodology (Project Lifecycle (PLC)) for use within Genentech's IT Organization
• Worked with various organizational stakeholders to understand needs and expectations.
• Developed training and facilitated in person training for 400+ users in the organization.
• Developed and maintained a portal for users to access methodology information, online training modules as well as templates for use.

2004 - 2006 IT Planning Support

• Supported area leads throughout the IT Planning organization with various activities ranging from Financial Planning, Resource Management and Process Improvement.
• Maintained the IT Organization web portal.

2003 - 2004 IT Support Specialist

• Supported end users as Genentech grew from 3,500 employees to 10,000 employees.
• Developed knowledge articles to support peers in answering calls.
• Developed training for new team members.
• Mentored new team members.