Jill Pence
Chatham
Summary
Dynamic Service Processing Manager with extensive experience at the State of Illinois, adept at designing and optimizing service catalogs. Proven ability to implement complex workflows in ServiceNow, enhancing user experience and operational efficiency. Strong communicator skilled in stakeholder collaboration and issue resolution, driving continuous improvement in service delivery.
Overview
29
29
years of professional experience
Work History
Service Processing Manager
State of Illinois - Department of Innovation & Technology
07.2019 - Current
- Responsible for the overall design, development, and maintenance of the service catalog
- Design and optimize request workflows
- Collaborate with various stakeholders, including business units, process owners, and IT team, to gather requirements and ensure the catalog aligns with business needs
- Design and implement efficient and effective request fulfillment workflows within the service management tool
- Generate reports on catalog usage, performance and areas for improvement
- Provide training and support to end-users on how to effectively utilize the service catalog
- Identify and resolve issues related to the catalog, workflows, and user experience
Information Systems Analyst I & II
State of Illinois - Illinois Department on Aging
10.1999 - 07.2019
- Construct and maintain the Agency SharePoint sites
- Served as Agency IT and Telecom Coordinator
- Appointed Agency Mainframe RACF Coordinator
- Prepared and tracked service requests for Agency
- Provided technical support to Agency staff
- Maintained IT equipment inventory
- Troubleshot the Agency's call center phone issues. Worked with the call center vendor to resolve issues.
- Worked with the Agency Procurement Officer to order and analyze upgrade needs for network printers
- Provided technical assistance for field staff for Agency specific applications
- Communicated with vendors on current contracts and prepared payments for monthly services
- Assisted with design and training of call center
- Setup/maintain Novel and Windows servers
- Developed and maintained agency specific software applications
Computer Systems Software Specialist 1 and 2
State of Illinois - Illinois Department of Human Services
05.1996 - 10.1999
- Converted local area network sites to Novell Network
- Setup of Novell NetWare servers
- Installed and setup network printers
- Installed and maintained computer hardware and software
- Provided support to staff on computer hardware/software/printer issues
- Assisted in administration of user setup and password management
- Assisted in wiring site for Novell network
- Provided basic computer training for new employees
- Inventoried and distributed new computer equipment
Education
Management Information Systems
University of Illinois At Springfield
Springfield, IL05-2008
Bachelor of Arts - Computer Science And Information Systems
Illinois College
Jacksonville, IL05-1994
Skills
- Strong knowledge of the ServiceNow platform, including Service Catalog and Request Management modules
- High level of understanding of ITIL service management principles and best practices
- Experience in designing and implementing complex workflows within ServiceNow
- Ability to design user-friendly interfaces for the catalog and request workflows
- Strong communication, interpersonal, and collaboration skills
- Excellent ability to identify and resolve issues, anlayze data, and indentify areas for improviment
- Extensive experience in managing multiple projects and working in a fast-past environment
- Operations management
- Workflow management
- Scheduling coordination
Accomplishments
Assisted with catalog design from former service managment tool to new service management tool
Assisted with presenting Telecom Catalog into service management tool
Timeline
Service Processing Manager
State of Illinois - Department of Innovation & Technology
07.2019 - Current
Information Systems Analyst I & II
State of Illinois - Illinois Department on Aging
10.1999 - 07.2019
Computer Systems Software Specialist 1 and 2
State of Illinois - Illinois Department of Human Services
05.1996 - 10.1999
Management Information Systems
University of Illinois At Springfield
Bachelor of Arts - Computer Science And Information Systems
Illinois College
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