José M. Figueroa

Advanced Application Analyst IT Service Management @Lee Health

Fort Myers, FL, US

Responsible for the functional management of IT Service Delivery processes, operating within the ITIL framework.Management of critical incidents affecting Tier 0-2 systems and applications, leading & coordinating recovery efforts via cross-functional bridgeline, downtime communications, incident documentation, & future state post-recovery Problem Management.Evaluation, development, leading, & optimization of IT processes, including the Incident Management, Problem Management, Change Management, Configuration Management, and Request Management processes using ServiceNow, including running weekly CAB meetings, developing additional intake processes, & developing a framework around Major Incident Management and Disaster Recovery.Leading and managing stakeholders, including internal application and infrastructure support teams, IS leadership, vendors, and key operational stakeholders through MI Recovery efforts.Evaluation of Release Management/Agile processes, review major amendments to the provisioning of services, & working with IS leadership to develop service level agreements. As well as conducting business process analyses, needs assessments, and preliminary cost/benefit analysis to align IT solutions with business initiatives.Collaboration with Leaders to define, develop, implement, & refine repeatable, tightly integrated processes & referential documentation that is periodically reviewed, and maintained, from both a referential and an auditing/compliance perspective aligning with corporate strategy and CyberSecurity, Risk Management, to deliver consistent & timely responses to MIM and DR efforts.Independently leading timelines for medium & small projects, responsible for managing quality parameters as it relates to Service Support processes and procedures. Responsible for developing and managing analytics dashboards, indicators, and reports using Platform Analytics within ServiceNow, providing real-time data with actionable insights.

Bayside High School

High School Diploma

John Dewey College

Diploma of Education, Information Technology Specialist

Inter American University of Puerto Rico-Fajardo

Associate of Arts (A.A.), Computer Science