Jennifer Thompson

About Jennifer Thompson

ITIL incident and major incident management. Information Security certified for efficient, compliant solutions. Relentless determination to get results. Efficient and detail-focused. Customer satisfaction champion. Public Trust Position.

Experience

1. Senior Major Incident Manager

   ServiceNow

   Mar 2022 — Present · Orlando, FL, US

   A major incident is a highest-impact, highest-urgency incident, depriving the business of one or more essential services. A well-coordinated response is necessary to speed the resolution and minimize the business impact.As a Major Incident Manager, I manage the response process to significant incidents to minimize the impact of service interruptions. I communicate updates to ensure that stakeholders are well-informed and involved.

Education

• Indiana Wesleyan University

  Bachelor of Science - BS, Business Information Systems

  2010 — 2015

• Brandeis University

  Master of Science - MS, Technology Management

  2018 — 2021

Skills

• Microsoft Office
• Software Development
• Scrum
• Change Management
• Integration
• Business Analysis
• Software Development Life Cycle (Sdlc)
• Business Process
• Troubleshooting
• Business Process Improvement
• IT Strategy
• Cross-Functional Team Leadership
• Enterprise Software
• Strategy
• Telecommunications
• Program Management
• Quality Assurance
• Product Management
• IT Project & Program Management
• Team Building
• Management
• Solution Architecture
• Requirements Analysis
• Software Project Management
• Requirements Gathering
• Leadership
• Customer Service
• Outsourcing
• Team Leadership
• Testing
• IT Project Leadership
• Sql
• Project Management
• Vendor Management