avp business system manager resume example with 13+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
  • IT Service Management professional with 14+ years of experience with strong understanding of technologies, project delivery, and continuous integration and delivery processes.
  • Demonstrated leadership, problem-solving, and analytic skills to resolve complex technical challenges through efficient use of technology to meet business objectives by reducing costs and creating value.
  • Effective at partnering with project teams, stakeholders to develop strategies and communicating with leadership to drive improvements in technological integration.
  • Comfortable working in constantly evolving complex environments and multidisciplinary teams.
  • Experienced at navigating large IT departments with a high number of technologies and technical disciplines.
  • Authorized to work in Canada.
  • Leadership
  • Operations Planning
  • Inter-Personal Communication
  • Senior Level Reporting
  • Project Management
  • Mentoring
  • Team Player
08/2017 to Current
AVP-Business System Manager Ecs Federal Bethesda, MD,
  • Managing and scaling Enterprise Applications in Moody's IT.
  • End to end lifecycle management of IT processes including Planning, Designing, Deployment and Operational Sustainability.
  • Overseeing Releases impacting changes in IT Service Management, User Experience, CMDB, HR, Finance, Real Estate, Legal and Infrastructure using Agile methodology.
  • Overseeing ServiceNow Integrations with third party tools that support Event Management, HR Database, Facilities, SDLC, O365, AWS Cloud, Azure Cloud, Database and Middleware Integrations.
  • Exploring and introducing latest ServiceNow features and modules to assist the fast demands from HR and Helpdesk teams.
  • Implementing Automation Initiatives with SaaS applications towards overall roadmap using DevOps framework to reduce manual intervention and optimize cloud resources.
  • Responsible for Annual ServiceNow Upgrade Planning and Implementation.
  • Establishing and adhering to best- practices to optimize ServiceNow Operational procedures for faster troubleshooting and resolution.
  • Accountable for overall Platform Cleanup and Platform Stabilization.
  • Responsible for Daily Scrums, Sprint Planning and Backlog Grooming (Jira).
  • Mentoring and Coaching the teams on impacted IT process and procedures.
03/2014 to 04/2017
Senior Manager The Paradies Shops Erlanger, KY,
  • Oversaw deployment of ITSM and other applications by utilizing Agile methodology to successfully integrate with single-sign on, user authentication, discovery, and enterprise monitoring for multiple accounts in North America region
  • Project Management for deploying and onboarding ITSM and third-party application integrations using Agile methodology.
  • Developing and modelling enterprise architecture solutions using cloud based ServiceNow tool and its integration with other cloud service management tools such as IBM Identity and Access Management, Right Answers etc.
  • Proven skills in IT Strategy engagements including performing Current State Assessment, defining To-Be IT landscape in alignment with Business Vision and Implementation Roadmap design.
  • Consulting, Designing and Implementation of ITIL processes such as Incident, Change and Release, Service Request and Knowledge Management on both Dedicated and Shared ServiceNow Instances.
  • Preparing and executing Service Improvement plans.
  • Designing and deploying Business Metrics (Contractual, Key Performance Indicators, Efficiency Improvement etc.)
  • Regular involvement in the project scope enhancement and progress meetings between HCL, vendors and the client.
  • Resource Allocation and Periodic Status Reporting.
05/2012 to 03/2014
Manager The Paradies Shops Salt Lake City, UT,
  • Consulting, Designing and Implementation of ITIL processes such as Incident, Change, Release, Service Request, Asset and Configuration Management on Shared cloud instance of ServiceNOW using Waterfall methodology.
  • Defining processes like Availability Management, Transition Planning and Support, Service Level Management.
  • Configuration Management Database definition and build.
  • Conducting Training Sessions for both onsite and offshore resources.
  • Integration with cloud based Enterprise Monitoring Tool and User Identity Management tool.
  • Project scope enhancement and status reporting.
05/2008 to 05/2012
Manager HCL Technologies – Infrastructure Division City, STATE,
  • Worked with the Service Management Partners during deputation in France and Singapore by providing Consulting services on ITIL processes such as Incident, Change, Release, Service Request, Service Level Management and Asset Management on dedicated instance of BMC Remedy.
  • Maturing Configuration Management process for financial client in Australia.
  • Conducting Training Sessions for both onsite and offshore resources.
  • Responding to RFPs/ RFIs as a part of Quality Assurance Team.
  • Mapping of COBIT 4.1, SOX compliance with respect to ISO 20000 and ISO 27001.
  • Conducted Internal Audits based on ISO 9001:2008
Education and Training
Expected in 04/2008 to to
MBA: International Business
Amity University - Noida, India,
Expected in 05/2004 to to
Bachelor of Arts: Mathematics
Delhi University - New Delhi, India,

o ServiceNow System Administrator Certification

o AWS Certified Cloud Practitioner

o Microsoft Certified Azure Fundamentals

o ITIL V3 Intermediate certified

o PRINCE2 Foundation

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Resume Overview

School Attended

  • Amity University
  • Delhi University

Job Titles Held:

  • AVP-Business System Manager
  • Senior Manager
  • Manager
  • Manager


  • MBA
  • Bachelor of Arts

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