Thoroughly and accurately analyzed contractual SLA requirements. Compiled raw data into deliverable reports for stakeholders.
Analyzed performance metrics to identify trends and areas needing improvement. Worked with relevant stakeholders to develop and implement action plans to improve results against contractual SLAs and non-contractual KPIs.
Managed ServiceNow development team efforts, responsible for maintaining the operational ITSM environment. Engaged in active development with dedicated developers to meet customer requirements.
Pull and analyze SLA metric data to ensure compliance with contractual AQLs. Work with operational managers to improve SLA performance and ensure compliance. Request and provide justification for exemptions from SLA breaches when applicable and required.
Manages the ServiceNow Development Team, who are responsible for creating and maintaining the ITSM environment for NGITS Operations including reviewing, analyzing, prioritizing, planning and assigning work out for all enhancements. Facilitates discussions between the ServiceNow Dev Team and the federal government (customers), as well as between the Developers and the rest of the Operations team to understand the business need for all requests. Ensures the quality of delivered enhancements, documentation, and communication surrounding the released enhancements to the requester.
Developing and providing regular training sessions to OCIO Service Desk staff, as well as occasional trainings for all NGITS staff and organizing and conducting new hire training. Continuing to assist in the technical documentation process, assisted with implementation of new document management system.
Coordinated and scheduled hardware refreshes for approximately 1500 users. Streamlined reporting procedures for providing weekly updates to management.
Alec R. Hoke — [email protected] — (757)849-8046