Danielle Dragan

Experience

1. Technology & Innovation IT Service Management (Itsm)

   PNC

   Oct 2016 — Present · Pittsburgh, PA, US

   Responsible for product management, strategy and innovation in information technology and service management (ITSM) areas such as PNC Service Catalog, Employee Self-Service Portal, ITIL Request Fulfillment, and global delivery of over 650 products and services, including New Hire Onboarding, Offboarding of 55k employees, and Virtual Agent/Chatbot automation on the ServiceNow platform with integrations to Workday and other tools. Ensured disciplined execution by utilizing Agile, DevOps, CI / CD practices, design thinking, and behavior-driven development to increase quality and time-to-market, resulting in 53.3% increase in productivity.• Established formal feedback and survey metrics to measure and improve employee experience (EX / UX) with Powerlink Online, resulting in average of 800 user feedback responses across LOBs monthly, average outreach to feedback submitters of 100 per month, and overall target exceeded with 87% Good or Excellent rating.• Increased automation for service catalog request items by 250% and reduced Incidents by 325%.• Ensured cost savings of over $500k in licensing by implementing business stakeholder model and moving items not requiring ITIL User (licensed) role into employee self-service portal, Powerlink Online.• Delivered multi-million-dollar projects under budget and 100% on time, realizing ROI of $2.5M collectively for improvements to self-service portal and IT onboarding automation.• Partnered with a third-party organization to learn and train teams / partners on tools and guidance available for Diversity and Inclusion, accessibility, and Deque Compliance (ADA, et. al.), resulting in the highest score of any portal evaluated at PNC for accessibility.• Elected leader for EBRG, ENABLE (Employees Helping Employees), focusing on fostering an environment of understanding and solutions for those impacted by some form of disability. Established the first Grow Up Great initiative for pre-K students with disabilities.

Education

• Duquesne University

  Forensic Science and Law

  2003 — 2004

• Penn State University

  Bachelor of Science, BS w/HSO

  1992 — 1997

Skills

• Saas
• Business Analysis
• Governance
• Strategic Planning
• Integration
• IT Strategy
• IT Service Management
• Change Management
• E-Business
• Pre-Sales
• Data Analysis, Trending, Strategies for Optimization
• Business Intelligence
• Mobile Application Integration
• Etl, Data Integration, Migration, Customization
• Ebusiness
• Data Center
• IT Management
• Virtualization
• Metrics, Service Builder, Events, Macros
• Program Management
• Security
• Enterprise Software
• Data Aggregation
• Enterprise Architecture
• Software Project Management
• System Deployment
• Social Enterprising
• Vendor Management
• Itil
• Cloud Computing and Spi Models (Saas, Paas, Iaas, Xaas)
• Management
• Team Building
• Project Management
• Global Strategy
• Requirements Analysis and Testing
• Global Business Development
• Systems Planning and Design
• Report Design and Implementation
• Professional Services
• Data Import/Export Utilities and Connectors