JAY ANNE NENDIS

• Drives the transformation of the CMDB to align with the Common Service Data Model (CSDM)
• Maintains the integrity of configuration data and ensures availability when and where it is needed to support Vline service management processes.
• Leads the design, development, and implementation of automated or manual processes for gathering, populating, and maintaining CMDB data.
• Creates and configure Notifications, UI pages, Service Catalog Items, design workflow and automation in ServiceNow.
• Keeps abreast with various types of changes to ensure the affected CI attributes are updated in CMDB real time.
• Works closely with Change, Incident, Problem, Change and Service Request Management to identify and implement improvements where required.
• Responsible for the Change, Problem and risk space when primary Service Management Analyst is away. Run CAB and E-CAB, raise changes on behalf of vendor in his absence.
• Ensuring that appropriate views of the CMDB are maintained and made available to those for whom they are targeted
• Works across multiple teams across IT to define and agree the assets and corresponding attribute that will be managed as configuration items.
• Action tasks and incidents assigned to the team
• Review and perform pre, during and post Service Now upgrade testing.
• Responsible for resolving and/or coordinating with Service Now support to resolve existing issues.

Change Management

• Execute day to day activities of the change process
• Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
• Identified impacted parties, business partners and resources required for planned changes.
• Conduct CAB (Change advisory Board) weekly and ECAB ( Emergency CAB) when required to discuss, identify risks and evaluate the potential impact of a planned change before making a final decision
• Conduct post-implementation Reviews for those changes which the review is necessary
• Document relevant processes and supporting documents
• Track and manage change request end-to-end stages including business and technical approvals
• Authorize minor change requests and coordinate with CAB for the high risks ones
• Managed internal and external client-facing relationships through transitional periods.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Asset and Configuration Management

• Responsible for maintaining a complete and accurate asset and configuration register in CMDB
• Conduct regular audits and reconciliation audit to ensure information is up to date and relevant
• Responsible for Identifying CI approvers and resolver groups and assigning them correctly in CMDB
• Monitor end-to end life cycle of configuration items and changes in status within life cycle
• Maintain asset and contract information in CMDB
• At times, purchase IT equipment such as laptops, Desktops, computer peripherals and printers for end-users and liaise with DELL sales representative to ensure orders have been processed with timely delivery dates
• In-charged of roll out and deployment of replacement EUC and mobile devices
• Perform regular updates on inventory list for assets that are In-Stock, Decommissioned, operating, and returned End-of lease
• Responsible for tracking assets from different sites and returning them to leasing company

• Customer Service: Responded to incoming calls, live chat and provide desktop and LAN/WAN network support remotely
• Aids end user’s request for password reset, account lockout and tracing and resolving end user’s account lockout issues
• Dispatch onsite engineers when required or escalate to appropriate support specialist for out-of-scope issues
• Assist end user’s issues with applications, cloud access, printer issues, mobile devices setup and email account creation and granting of access permissions