priscila flores

- Managing and continuously improving ITSM practices including Incident Management, Customer Service Management (CSM), Service Request Management, and Continual Service Improvement within a complex enterprise ServiceNow environment.
- Representing Ireland in global ITSM governance forums, driving process alignment, governance consistency, operational improvements, and collaboration across internat

Managing and continuously improving ITSM practices including Incident Management, Customer Service Management, Service Request Management, and Continual Service Improvement within a complex enterprise ServiceNow environment. Representing Ireland in global ITSM governance forums and leading Voice of Customer sessions.

Co-led the end-to-end implementation of the ITIL4 Change Enablement process in ServiceNow, including discovery, AS-IS/TO-BE process mapping, UAT/PDT testing, go-live execution, and post-implementation support. Acted as Process Owner for Change Enablement, driving process governance and continual service improvement.

- Co-led the end-to-end implementation of the ITIL4 Change Enablement process in ServiceNow, including discovery, AS-IS/TO-BE process mapping, UAT/PDT testing, go-live execution, and post-implementation support.
- Acted as Process Owner for Change Enablement, driving process governance, standardisation, operational effectiveness, and continual service improvement initiatives across BT Ireland.
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- Studied cloud-based web and mobile development, data management, networking and virtualisation, operating systems and architecture, and mobile development projects
- Provided general assistance by maintaining the cleanliness and tidiness of the residences, conducting material and stock control, prioritising efficiency, and resolving multiple issues simultaneously

Studied cloud-based web and mobile development, data management, networking and virtualisation, operating systems and architecture, and mobile development projects. Provided general assistance by maintaining cleanliness, conducting material and stock control, and resolving multiple issues simultaneously.

International Exchange Programme - English student

Participated in an international exchange programme as an English student.

• Responsible for office administration, sales team supervision, technical support, monitoring excellence in customer service
• Supported the IT infrastructure in debugging the Oracle GC system, providing basic server maintenance and repairs, and communicating with supplier Help Desk to troubleshoot technical issues
• Oversaw the staff, set sales targets, maintained stocks, handled customer inquir

Gained essential project management skills, including initiating, managing, and closing projects. Learned Agile practices, resource management, cost control, and risk reduction to successfully deliver projects end-to-end.
Credential ID 159063028
https://www.credential.net/c6c675fc-d88b-440b-b7c8-c07269abc9b9#acc.HvZIJwVf

Completed a Change Management course at UCD covering key frameworks and models including the Change Curve, Johari Window, ADKAR, and McKinsey Influence Model. Gained practical skills in stakeholder engagement, effective communication, managing resistance, and leading change at individual and organisational levels.

Studied cloud-based web and mobile development, data management, networking and virtualisation, operating systems and architecture, and mobile development projects

Studied cloud-based web and mobile development, data management, networking and virtualisation, operating systems and architecture, and mobile development projects.

In this course I gained the ability to manage through the development of people's attributes, with skills related to the power of reflection, argumentation and persuasion, I was trained in management that converges to achieve strategic and personal goals.