Jennifer Rock
Itsm Product Engineer @City of Seattle
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WORK HISTORY
Itsm Product Engineer @City of Seattle
Seattle, WA, US
Responsible for the design, planning, configuration, implementation, integration, reporting and maintenance of the City\'s Information Technology Service Management (ITSM) product suite which includes the Ivanti IT Service Manager (ISM)/IT Asset Management product (aka Seattle IT Service Hub) and provide ancillary support for Ivanti Voice product, and Xtraction BI tool. Using the IT Infrastructure Library (ITIL) best practices framework as a guide, continually improve the product and ancillary processes to ensure the ITSM program meets the fluid needs of the City\'s IT consumers, Seattle IT staff and the City staff in general. Ensure that the application and ITSM processes promote transparency and accountability for all stakeholders and are efficient for all City of Seattle IT teams to effectively manage their own processes related to issues (break/fix) and requests for new or enhanced service while also improving IT self-service for general City staff. Maintain the tool with a high degree of availability and mitigate system outages as it is used by all City departments. Conduct appropriate technical change management activities and assist in organizational change management activities.
EDUCATION
University of Phoenix
BSIS, Information Systems
Colorado Mountain College
AAS, Resort Management
ABOUT JENNIFER ROCK
Stakeholder focused engineer/analyst with a background in IT Service Management and a commitment to efficiency and compliance. Guided by organizational objectives, provides trustworthy consultation, design and configuration to reduce costs. Understands the value of optimizing efficiency while driving transparency and accountability.
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