Don Gwaltney

Senior IT Service Management Analyst @Prime Therapeutics

Responsible for IT and Issue Management process coordination. Trusted advisor in providing continuous improvements while working with cross- functional teams, service desk, leadership, and technologists to ensure and promote compliance with Prime’s clients and members. • Act as a liaison between IT and business stakeholders to resolve problems using ServiceNow and Salesforce as part of Prime’s Issue Management process • Identify and document root cause and preventatives related to compliance issues • Determine ownership of ServiceNow problems and coordinate meetings to maintain accountability • Coordinate efforts with product teams to ensure the operational readiness of applications being developed • Create and maintain metric dashboards in ServiceNow, Salesforce, and Excel • Work with Corporate Communications and Client Engagement departments to shape the future state of IT communications with Prime’s clients • Collaborate with stakeholders across the organization to gather functional requirements for new and improved processes and services • Conduct Issue Management process training • Participate in client/internal audits, service review meetings, and various projects with business and IT • Provide guidance to other Service Management Analysts on initiatives and deliverables • Assist with operational activities in other Service Management areas, such as Configuration, Service Level, Problem, and Request Management