Marven Massey
Senior Consultant Business Analysis & IT Enablement @City of Toronto
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WORK HISTORY
Senior Consultant Business Analysis & IT Enablement @City of Toronto
Toronto, ON, CA
Lead workshops and interviews with business units, procurement, ITAM, and compliance teams to capture current state SAM processes and painpoints.• Drive the vision and discovery process to establish a comprehensive Software Entitlement Strategy within ServiceNow SAM Pro, ensuringalignment with organizational compliance standards and optimization objectives.• Integrate ServiceNow SAM Pro processes with enterprise Asset Management policy and champion stakeholder engagement throughtargeted training sessions, interactive workshops, and strategic communication to promote governance and operational excellence.• Act as the main point of contact for business stakeholders, ensuring expectations are managed and aligned with the project roadmap.• Facilitate regular status updates, demo sessions, and backlog prioritization meetings.• Navigate competing priorities across IT, procurement, audit/compliance, and asset owners.• Support product owner in backlog grooming, sprint planning, and prioritization of SAM features.• Collaborate with developers, testers, and platform owners to ensure timely and quality delivery.• Participate in daily stand-ups, retrospectives, and sprint reviews.• Document process flows for the asset lifecycle, from request to retirement.• Identify gaps, inefficiencies, and opportunities for automation using ServiceNow SAM Pro features.• Recommend solutions aligned with industry best practices and ServiceNow capabilities.• Develop user guides, SOPs, training materials, and communication plans for rollout and adoption of SAM Processes.• Prepare and present reports, status updates, and executive summaries.• Ensure clarity, consistency, and traceability of all documentation, requirements, and user stories across the SAM program.
EDUCATION
Sheridan College
Systems Programmer Analyst, Information Systems
University of Toronto
Certified Business Analysis Professional (CBAP) Certification
SKILLS
ABOUT MARVEN MASSEY
After 20+ years in IT leadership, I’ve transitioned from full-time executive roles into consulting to help organizations transform their IT support operations and service management practices.My background includes leading ITSM transformations, implementing ITIL-based frameworks, and building support organizations that improve service delivery, cost efficiency, and customer satisfaction. I’ve managed multimillion-dollar IT budgets, optimized vendor contracts, and delivered measurable results by aligning technology investments with business outcomes.Today, I partner with organizations as a consultant to assess IT maturity, design service strategies, and implement practical solutions—whether that’s modernizing IT support operations, embedding ITIL best practices, or leading large-scale ITSM tool deployments (ServiceNow, JIRA, BMC). I bring the perspective of a seasoned IT leader combined with the agility of a consultant, helping clients achieve sustainable improvements in service quality, cost control, and operational resilience.
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