Allegra Moisan
@allegramoisan
I am a Senior Project Manager and ServiceNow administrator improving support operations and SLAs.
United StatesWhat I'm looking for
I am a versatile project manager and ServiceNow administrator with over 10 years delivering enterprise application support and solutions. At OpenText I advanced from Technical Support to Senior Customer Operations Project Manager, leading training, documentation, and tooling efforts that measurably improved SLA performance.
I specialize in translating business needs into Agile user stories and Waterfall requirements, performing root-cause analysis, and shepherding work through the SDLC including UAT, QA scripts, and post-deployment verification. I created a nesting program for new agents, authored RUN book documentation for the ServiceNow Sustainment team, and supported global stakeholders during outsourcing and launch hypercare.
I mentor and onboard junior team members, partner with IT and training during major transitions such as remote work, and drive process optimization through cross-functional collaboration. My work earned company awards and I hold a ServiceNow Certified System Administrator credential and a Bachelor of Applied Science.
Experience
Work history, roles, and key accomplishments
OPAdvanced from Technical Support to Sr. Customer Operations Project Manager over 14 years, improving SLA performance and workflow efficiency through training, process improvements, and ServiceNow sustainment. Authored runbooks, led cross-functional initiatives, coordinated UAT/PAT signoff, and mentored junior team members to streamline incident triage and SDLC delivery.
Education
Degrees, certifications, and relevant coursework
UAUniversity of Maine at Augusta
Bachelor of Applied Science, Applied Science
Bachelor of Applied Science from the University of Maine at Augusta.
SEServiceNow
ServiceNow Certified System Administrator (CSA), ServiceNow Administration
ServiceNow Certified System Administrator (CSA) certification awarded by ServiceNow.
CICOPC, Inc.
High Performance Management Techniques Certification, Management
Completed High Performance Management Techniques certification through COPC, Inc.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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