Alan Champion
Process Analyst Consultant @Roche
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WORK HISTORY
Process Analyst Consultant @Roche
Kaiseraugst, CH
Accelerated, reported and coached ITIL practices including IT Service Management (ITSM), Knowledge Management (KM) and Application Portfolio Management (APM) across EpiCX project (by HCL Tech) for live market ops, product owners, back-end architecture & service desk teams:\\\\n• ITSM: Bridged incidents to changes via Problem Management to improve tracking through to resolution to align with SLAs expected\\\\n• KM: Designed Snow Knowledge Base with review/approval gates with consumer categories and backend dashboard KPI reporting\\\\n• ITSM: Automated SNow Common Service Data Model (CSDM) for handling submission/updates of incidents, problem & changes\\\\n• APM: Integrated and synchronised SNow business capabilities & solutions with corporate GREAT modelling tool\\\\nTechnology: Agile/ITIL – ServiceNow (SNow), FlowDesigner, Trello, LucidChart, GREAT, Jira/Confluence, gDocs/gSlides/gDrive, Talend, SQL, Google Meet/Chat\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
EDUCATION
Dunfermline High School, Scotland
Maths, Engineering, Computing, (BAC+2)
Heriot-Watt University
BSc (Hons), Computer Science, (BAC+5)
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