Mark Higgins

About Mark Higgins

Over 30 years of continuous, progressive experience in Information Technology Management.…

Experience

1. Systems Manager, Service Management Office

   Western & Southern Financial Group

   Jun 2014 — Present

   As part of the Service Management Office, manage a team of IT Service Management (ITSM) Administrators/Process Owners handling Asset Management, Incident Management, Problem Management, Knowledge Management, Change Management, Request Management, Service Portal, Service Catalog and Configuration Management Data Base (CMDB) operations for the Enterprise. Asset Management is handled using the SNOW Software Asset Management platform with an integration to ServiceNow being maintained to provide up to date Asset and Configuration Item information. The ServiceNow platform provides a single point of contact for all IT Service Management operations. The ITSM team evaluates, develops and provisions new ITSM capability and functionality as required to support the Enterprise, staying abreast of technology trends and industry best practices. The team also handles process training, audit and compliance requests, defect and enhancement requests and all other activities required to support ITSM daily operations, reporting and activity analysis. o Manage IT Service Management processes utilizing best in breed ITSM platform o Manage ServiceNow ITSM Process Owner activities to include Bi-weekly enhancement releases o Oversee Change Management process to include Change Advisory Board meetings o Oversee Service Catalog Governance Committee process o Evaluate and implement new ServiceNow capabilities and functionality o Stay abreast of IT Service Management industry trends and best practices Identify, evaluate and realize ITSM opportunities for the Enterprise o Manage IT Depot operations to include New Hire, Transfer and Termination processes o Ensure audit and compliance requirements are met, maintain policy and process documentation

Skills

• Ibm Iseries
• IT Management
• Itil
• Information Technology
• Problem Management
• Cross Functional Team Building
• Help Desk Support
• Vendor Management
• Training
• Help Desk Management
• Leadership
• Data Center
• Troubleshooting
• Dedication to Continuous Improvement
• Disaster Recovery
• Invoicing
• Project Management
• Process Improvement
• Business Process Improvement
• Management
• System Administration
• Team Leadership
• Computer Operations
• Technical Support
• Business Analysis
• IT Operations Management
• Incident Management
• Customer Service
• Networking
• IT Service Management
• Change Management
• Mainframe
• Coaching