Stephen Weis

About Stephen Weis

ITSM Process Manager with extensive enterprise ServiceNow experience in Change, Incident, Problem, Release, Request Management, Continual Improvement, Measurement and Reporting, and Project Management. 5 years leading two Service Desk teams, including reducing response and resolution time by over 90%.

Experience

1. Technical Incident Manager

   Commonwealth Care Alliance

   Aug 2022 — Present · Boston, MA, US

   Major incident and problem management manager implementing ITIL processes.Designed and implemented major incident and problem management processesDesigned and implemented maturity assessment processes for ITSMDrove maturity levels improvements over two years: Incident Management from 32% to 51%, Major Incident from 42% to 56%, Problem Management from 11% to 33% & Change Management from 40% to 52%Reduce major incident outages from 3,282 to 484 hours in two years through process improvementWrote strategic plans for Technology Operations department and ServiceNow

Education

• University Wisconsin Fox Valley

  AA, General

  1978 — 1981

• University of Maine

  Clinical Psychology

  1984 — 1985

• College for Financial Planning

  Certification, Financial Planning

  2006 — 2008

• University of Wisconsin-River Falls

  BS, Psychology

  1981 — 1983

Skills

• Budgeting
• Contract Negotiation
• Team Leadership
• Compliance (Sox, Pci)
• Performance Reviews
• Salary Handling
• Change Management
• Project Management - Large Projects
• Project Management - Small, Medium
• Project Management
• Salary
• Budgets
• Payment Industry
• Management
• Itil
• E-Commerce
• Software Documentation
• Business Analysis
• Vendor Management
• Team Building
• Windows
• Leadership
• Customer Service
• Crm
• Cross-Functional Team Leadership
• Process Improvement
• Business Intelligence
• Visio
• Personnel Management
• Outsourcing
• Troubleshooting
• Performance Management
• Strategic Partnerships
• Business Process Improvement