Vivian Carnegie

Analyzed and identified IT processes in ServiceNow, reducing client onboarding time by 20%. Performed testing that reduced defects by 40% and ensured 99.8% system availability. Created documentation that decreased training time by 35% and reduced support tickets by 20%. Defined system requirements with cross-functional teams, achieving a 95% user acceptance rating.

Developed ServiceNow reports and dashboards, increasing IT support efficiency by 20%. Created KPIs and provided HRSD performance metrics reports using the Performance Analytics Module. Redesigned HR workflows, enhancing efficiency and compliance by 30%. Reduced Tier 3 IT incidents by 15%, improving resolution times significantly.

Produced procedural documentation and manuals for El Paso Electricity C2M CIS. Developed and executed test scripts, meeting quality and business standards. Participated in technical reviews to optimize IT system performance.

Designed IT automation systems, streamlining workflows and improving efficiency by 25%. Led process transformation initiatives as the key stakeholder liaison, achieving 100% successful implementation and 85% user adoption across the organization.

Conducted root cause analyses, resolving system inefficiencies and reducing downtime. Provided IT training, fostering a culture of continuous improvement.

Defined IT project requirements and managed milestones for successful software implementation. Oversaw vendor deliverables, ensuring alignment with business needs.

Applied Lean Six Sigma principles to optimize IT and business processes. Led requirements gathering sessions, driving actionable process improvements. Executed time studies and facilitated Kaizen events to implement changes.