• Leveraged Amazon’s robust distribution network and customer base to operate in more than 180+ countries with loyal Amazon customers, 175+ fulfillment centers, 14 marketplaces, and 30+ product categories.
• Scaled the business by expanding product range, marketplace capitalization, Amazon product bundling strategy, external product sales, and reinvestment capital inventory funding.
• Maximized profits by continuing to send top selling inventory to the Amazon FBA warehouses, keeping up with returns, adjusting sales expectations quarterly, adjusting sourcing expectations quarterly, and finally keeping a positive mindset looking forward.
• Created profitable product page listings that have multiple variations of the same item on the same product page benefiting from the items all sharing the search traffic from the other variations. Eliminated competition, set my price, and offered customers a product they absolutely love by creating new unique bundles (ie multiple single items that can each be identified by a unique ASIN/UPC and are sold together as a single offering).

• Provide ITIL-based Information Technology Service Management (ITSM) knowledge and expertise to customers and stakeholders.
• Support the development and configuration of a variety of areas primarily in IT Service Management (ITSM), IT Business Management (ITBM), IT Operations Management (ITOM), and HR Service Delivery (HRSD).
• Collaborate with team members to define, analyze, understand and document business and technical requirements.
• Using SCRUM / Agile methodologies design and develop / configure forms, workflows; create scripts to build logic.
• Formulate testing approach, test cases and document them.
• Unit and regression test implemented solutions as required. Support User Acceptance Tests and implement code into Production.
• Participate / conduct code walkthroughs. Develop coding standards.
• Participate in and support ServiceNow version upgrades. Install, test and take new applications live in ServiceNow.
• Offer technical solutions to address complex requirements. Evaluate alternate solutions, identify the best option and implement the solution.
• Create technical architecture, design and user guide documentation.
• Conduct in-person and virtual training sessions for stakeholders as appropriate.
• Analyze, troubleshoot, and resolve identified system issues.
• Coach and oversee the activities of ServiceNow support team working from remote location and at times resources of other vendors as well.

• Facilitate discovery and requirements gathering workshops with a variety of executive, leadership, process, technical, and end-user stakeholders.
• Document customer processes and requirements in the form of swim-lane diagrams, RACI charts, business rules/triggers, entity-relationship diagrams, and Agile epics and user stories.
• Configure the core ServiceNow platform, including core integration components (LDAP, MID Server, SSO).
• Configure core IT Service Management (ITSM) (e.g. Incident, Problem, Change, Request, Knowledge, and Configuration Management), workflow/process automation, report development, and dashboard creation.
• Configure core IT Business Management (ITBM) (e.g. Performance Analytics, Demand Management, Resource Management, Project and Portfolio Management, Test Management, Agile Development, Application Portfolio Management), workflow/process automation, report development, and dashboard creation.
• Configure core IT Operations Management (ITOM) (e.g. Discovery, Service Mapping, Event Management, Operational Intelligence), workflow/process automation, report development, and dashboard creation.
• Configure core HR Service Delivery (HRSD) (e.g. Case and Knowledge Management, Employee Service Center, Enterprise Onboarding and Transitions, Mobile Onboarding, Employee Document Management, Performance analytics for HR Service Delivery, Virtual Agent), workflow/process automation, report development, and dashboard creation.
• Apply Agile software development practices to the configurations and customizations within the ServiceNow platform.
• Facilitate defect remediation and enhancement identification during User Acceptance Testing (UAT). Support operational and sales initiatives by assisting with market/technical analysis, sales lead generation, RFP responses, and other efforts as requested.

? Configuration Management best practices ? Gap-analysis of the existing Configuration Management process to ServiceNow recommendations ? A team-based ‘improved’ process discussion ? Review of available features and functions in the ServiceNow application for implementation consideration Deliverables: Process policies, process activity descriptions, process diagram, defined roles and responsibilities, performance and control metrics, and client specific configuration requirements.

? Assess, analyze and improve existing IT Service Management processes and procedures. ? Develop project plans and manage all activities relating to process assessment and improvement efforts. ? Lead effort to establish an enterprise service management methodology. ? Evaluate process and procedure impacts of ITSM tool releases and upgrades. Ensure documentation is current with changes in tool functionality. ? Plan and coordinate regular process and tool training for all IT personnel and Suppliers. ? Develop and monitor quality assurance reviews and measurements for IT processes ? Assist in conducting evaluations and improvement effort for other operational processes such as backup and recovery, batch processing, etc. ? Lead the preparation of audit and compliance related documentation including process flows, process narratives, controls and guidelines ? Perform self-audits on a rotational basis throughout the year to ensure that data centers remain compliant. Identify deficiencies and develop remediation plans. ? Coordinate the IT Services efforts for various audit compliance activities. Become a liaison between IT and Audit department to perform audit walkthroughs for IT processes and to manage audit requests that are received by the IT group. Work with the Blockbuster functional managers and Service Providers to help develop and execute test procedures to validate control design and operating effectiveness also to identify and resolve gap issues discovered during the control and process designing phase.

? Participates in identifying business process requirements and related business/application solutions for a specific business need. ? Gathers customer requirements for customized solutions and provides alternative solutions. ? Training and support directly to customers. ? Identifies/receives problem, researches alternatives, prepares presentations, drives solutions, tests to confirm, gains consensus, and implements solutions for defined business processes. ? Creates documentation of business processes, training procedures, and standard operating procedures. Generate and create reports; research and analyze data and report trends to management/business partner.

• Create and maintain the catalog of IT Services provided.
• Create, maintain, and administer appropriate Operational Level Agreements with the IT teams and end to end Service Level Agreements with Business Partners.
• Create reports for IT services not meeting SLA objectives.
• Communicate updates with Business Partners and application/infrastructure owners.
• Generate regular reports on service performance and achievement to Business Partners and IT teams as appropriate.
• Document service reviews with the business and key IT technical owners.
• Create and maintain templates for Service Improvement Plans, Service Level Agreements, etc.
• Create and continuously improve business focused reporting and ensure the business understands their responsibilities/commitments to IT.
• Promote end to end service awareness and understanding within the IT organization by sharing information in staff meetings.
• Advocate, adhere to, and drive the continuous improvement of all established IT Operations Policies and Procedures.
• Participate in scheduled reviews of the entire Service Level process and document and administer amendments as necessary.
• nitiate and drive actions to meet or exceed service levels, functionality, or quality of IT Services. Assist with the development of Business Impact Analysis documents.
• Assist with the introduction, development and maintenance of service availability, security, IT service business continuity and recovery plans.
• Assist with the development, production and implementation of IT Service Level communications and plans as appropriate.
• Understand current and planned new business processes and their requirements for services. Collaborate with offshore analysts to ensure quality of the deliverables.