Dennis Mills
Process Engineering Expert (Itsm) @Acadia Healthcare
Signup · Get unlimited contacts
WORK HISTORY
Process Engineering Expert (Itsm) @Acadia Healthcare
Created best practices documentation and delivered user training.• Developed Quick Reference Guides and graphic training materials.• Supported implementation and improvement of ITIL best practices for incident, problem, change, release, and configuration management using the ServiceNow platform.• Enhanced Change Management processes to align with ITIL and Agile best practices.• Improved Request Fulfilment processes and updated the Service Catalog.• Supported development of KPIs to measure process effectiveness and efficiency.• Recommended and contributed to dashboard development for service management.• Assisted the ITBM manager with budget activities, including cost tracking for goods and services.• Participated in Agile Scrum Teams and managed deliverables using agile practices.• Possessed the knowledge and skill set outlined in the Technical Services BOA, Section 3.4.2.2 for the intermediate Business Process Engineer labor category.• Diagnosed and improved business processes to increase operational efficiency.• Applied ITIL concepts and best practices to reengineer existing ITSM processes.• Analyzed historical trends, monitored workflows, made predictions, developed business process models, recommended enhancements, and supported decision-making for business processes.• Applied process improvement and reengineering methodologies to execute process modernization projects.• Supported key stakeholders by evaluating changes in business processes and product offerings that impacted end-to-end ITSM processes.• Led requirements discovery sessions with customers and SMEs, translating outcomes into Requirements/Design documents and Use Cases.• Utilized tools such as Visio, Word, Excel, PowerPoint, ServiceNow, and Azure DevOps, & Lucid• Delivered training, ad hoc reporting, and defined policies, methods, procedures, and best practices.
EDUCATION
North Carolina Agricultural and Technical State University
Master of Science - MS, Information Technology Project Management
North Carolina Agricultural and Technical State University
Bachelor of Science (BS), Industrial Engineering
ABOUT DENNIS MILLS
With over 12 years of experience, I specialize in transforming complex, inefficient…
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.