Jeanne L.

Spicer
Email: jean@webmations.com
Linked In Profile: http://www.linkedin.com/in/jeanspicer
Phone Contact: 208-880-8226
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Professional Overview

Skilled Project Manager with experience in Operations, Service Management, Knowledge, Business Processes and
Content Management
Skills reflect a broad-based range of proficiencies reflecting leadership qualifications, coupled with technology, project
management, operational and process engineering expertise
Results-oriented, focusing on formulating, implementing and sustaining advanced technology and business solutions
to meet a diversity of needs
Solid record of delivering multiple business strategy and mission critical projects on time and under budget. Team
based management style and excellent interpersonal communication skills
Specialties: project management, business engagement, process engineering, business analyst, knowledge
management, program management, release management, ecommerce, content management, education, service
management, test management and data warehouse implementations
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Relevant Project Experience

Nuvolo Technologies

April 2015 to July 2015

ServiceNow Engagement Manager / Business Process Consultant

Responsibilities included:
Supported the design and development of ServiceNow based solutions on the new ServiceNow CreateNow or
Enterprise Service Management Platform
Delivered ServiceNow-based consulting and integration services on behalf of customers and partners
Established initial Hybrid PMO (waterfall/scrum) and best practice process standards, documentation and templates.
Lead projects to implement ITIL best practices into a ServiceNow platform and when required act as business process
analyst to assist with aligning existing processes for transitioning.
o Note: This position ended due to a change in business direction at the company to focus only on R&D
development type work and end Professional Services offerings.
Hewlett Packard Enterprise Services

2010 to April 2015

Project Management planning for Data Warehouse Upgrade

(Feb 2015 April 2015)
Led project to plan upgrade the HP Eli Lilly account Data Warehouse system from Oracle 10G to 12C, Business Objects
XI R2 to Business Objects BI 4.1, ETL ConnectIT 9.5.3 and Oracle OEM Monitoring 10GR2 to 12C.
Project Manager of ServiceNow Case Exchange Retirement Project
(May 2014 Feb 2015)
Retired Case Exchange custom solution introduced in the ServiceNow R1.1 tranistion project The Project Deliverables
included:
Transition of HP Site Support, Messaging, Mobility L3 and IronPort teams into Service Now
Migration of WPS Report generation via HP Data Warehouse ServiceNow data.
Stand-up HP Swivel Desk to swivel Mobility L2, Network and Hosting tickets between ServiceNow and DWNG
Shutdown of automated Case Exchange from ServiceNow to HP GCSS and HP DWNG
Decommission of the Case Exchange HP servers
The benefits obtained were:
Cost reduction for both HP and Lilly. Support and maintenance of the Case Exchange interface will no longer be
necessary, saving HP approximately 800K through the end of the contract
Consolidation towards a centralized integrated ITSM environment

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Harmonization with ServiceNow ticket management workflows and processes

Completion of HP resource migration to the Eli Lilly ServiceNow platform

Project Manager responsibilities included:

Creation of project related documentation as required by the PMO, including PPMC reports and financial
management, Project planning and schedules
Faciliation of project team meeting, work sessions and stakeholder communications
Management of issues and challenges
Project Manager for ServiceNow R2 Project
(Oct 2013 May 2014)
HPs client, Eli Lilly continued their strategy for ServiceNow to become their ITSM solution. In the second release, the
client directive was to bring in remainder of the business units and vendors into the ServiceNow solution and the creation
of a Global (harmonized) Business Processes. HP supported this client-driven project, by acting as consultants assisting
with the development of the harmonized business processes. HP internal processes and documentation were revised and
teams trained to support these new processes. HP also provided Informal Testing and Regression Testing to validate
ServiceNow functionality and the new harmonized business process workflows. Project Management Responsibilities
included:
Creation of project related documentation as required by the PMO including: Tailoring plan, Project Charter,
Staffing Plan, Business Requirements, Project Plan and Project Schedule. Facilitiation of project meetings and
workshops as needed to track and manage progress of project objectives, milestones and deliverables. Manage
issues, escalations and resolution
Close collaboration with Eli Lilly client counterparts throughout the project
Leading Process Owners and SMEs through working sessions to collect data and provide recommendations
Overseeing the Testing process and Test Manager to complete successful Informal and Regression Testing
Faciliation of collaborative working sessions with the HP and Eli Lilly Knowledge Managers and Process Owners
Project Manager for Service Manager 7 Transition to ServiceNow Program (R1.1) (Nov 2012 Oct 2013)
The objective of this project was to leverage the work completed in the prior SRA project to transition of ITIL components
Incident Management, Request Management, Asset Management and remapping of Data Warehouse reports to the Eli
Lilly ServiceNow solution. The successful completion of the project resulted in $7 million in savings for the HP Eli Lilly
Account. Responsibilities included:
Creation of project related documentation as required by the PMO.
Close coordination and engagement with Eli Lilly client counterparts throughout the project
Leading Process Owners and SMEs through Requirements gathering and submission
Organizing and Managing Unit Testing and System Integration Testing, including the set up of HP ALM,
development of test scripts, defining cross functional test and defect management processes in collaboration with
the Lilly Test Manager and the execution of the actual testing and defect management
Disposition of Service Manager 7 tickets, archival of records and Decomission of 34 servers, which saved the
account an additional $28K
Project Manager for Service Manager 7 Transformation to SRA Program
(May 2012 Nov 2012)
Project leader to transition the existing functionality of the Eli Lilly Accounts standalone platform of Service Manager
Version 7 (SM7) for Request Management and Incident Management, the reporting functionality in Asset Manager
Version 5 (AM5) and HPs contractually required reporting for Incident and Request Management to the Lilly ServiceNow
(SN) solution to the HP Leveraged Service Platform SRA. Account leadership cancelled the project to change the
transition from SRA to another Service Management platform selected by the client.
Project Manager for Service Manager 7 to SRA Gap Assessment Program
(April 2012 May 2012)
Led a team of Service Manager process owners and SRA transition leads to identify gaps between the two systems and
propose potential work arounds. Purpose was to assess the amount of effort and work that would be required to complete
the actual transition in support of HP client Eli Lilly.
Project Manager of Data Warehouse Project
(Oct 2011 June 2012)
Project leader of work to enhance the existing Data Center / Business Objects reporting tool to emulate a data warehouse
solution for use by the internal HP Reporting Team supporting the Eli Lilly client. Responsibility included:
Creation of project related documentation as required by the PMO including: Tailoring plan, Project Charter,
Staffing Plan, Business Requirements, Project Plan and Project Schedule.

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Facilitate project meetings and workshops as needed to track and manage progress of project objectives,
milestones and deliverables. Manage issues, escalations and resolution.
Ensure project communications are sent timely as appropriate to stakeholders and the project documentation is
maintained. Provide regular communications of project status to project sponsor.
Provide project progress and updates on PMO dashboard and attend PMO meetings.

ITIL Knowledge Operations Manager

(Feb 2010 Sep 2011)
Implemented and managed global HP Knowledge Management ITIL HP Service Management solution in support of Eli
Lilly. Responsibility included:

Delivered successful design, documentation and implementation of Knowledge Management processes best
practices and standards. Defined knowledge taxonomies, change control, document management and knowledge
libraries (repositories).
Identified functional requirements and submitted change requests to achieve KM system enhancements, and
issue corrections. Worked closely with IT teams and stakeholders through development, testing and completion to
ensure requirements met expectations.
Collaborated with client and HP account leadership to recommend KM improvements, strategies and solutions.
Drove continuous process improvement.
Advocacy, training, and education of Knowledge Management principles and processes to institutionalize
Knowledge and Content Management practices to end users, content owners and technical subject matter
experts (SMEs)
Manager of a dedicated team of Knowledge Managers who were responsible for maintaining Service Manager
Knowledge library. Provided resources to create and update Procedural documentation posted into the controlled
document library (Quality team). Defined knowledge onboarding and offboarding processes and allocated
Knowledge Manager resources to participate in such projects.
Leadership of the content authoring and subject matter expert communities to adopt and support knowledge best
practices and processes. Ensured development and delivery of KM training
Monitoring of metrics and trends in Knowledge Management, benchmarks performance and creation of plans to
address and resolve gaps.
Participate in Leadership Dashboard and Component Lead meetings. Ensure delivery to contract defined SLAs
and KPIs

Hewlett Packard HP.com

Content Management Operations Lead
2005-2010
Ensured day-to-day operations and product content data flow was maintained within the Content Management chain of
systems (referred to as sCF (structured content factory) and usCF (unstructured content factory). Responsibilities
included:

Defining operational and application strategies. Project management of project work such as data flow mapping,
cross-functional forums, development of a data warehouse reporting solution and issue case investigations and
solutions
Developing business and functional requirements, managing requirements prioritization, writing and submittal of
change requests, close engagement with technical team during development and delivery of solution
Creating use cases and test scripts for UAT. Leading UAT of business end users and ensuring acceptance of
solution. Facilitating go/no go release meetings.
Performing release management activities including scheduling, cross-functional alignment, contingency plan,
facilitation of go/no go release meetings and dissemination of stakeholder communications
Facilitated business users and technical team meetings
Developed and documented operational process documentation and training documentation. Measured and
tracked metrics and applied continuous process improvements. Established SLAs with key partners.
Managed critical issue escalations to ensure successful resolution
Reported and presented operations and project status dashboard in weekly PMO meetings

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Business Engagement Lead

2004-2005
Supported content management delivery for HP.com by interacting closely with Business Units, IT and key partners to
execute and deliver projects. Responsibilities included:

Developing business and functional requirements, managing requirement prioritization, writing and submittal of
change requests, close engagement with technical team during development and delivery of solution
Participating in UAT testing. Development and delivery of end user training. Creation and maintenance of process
documentation.

Hewlett Packard eDelivery Services

NA Customer Web Portal Analyst

2003-2004

Managed and led projects to improve total customer experience of consumers accessing the HP.com external
web pages. Engineered process improvements to the NA Service Delivery Operations organization. Collected
consumer feedback and analyzed to derive business requirements to improve the customer usability of web
portal pages.
Knowledge Management Engineer

2001-2003

Developed and implemented process best practices and standards, continuous quality improvements, closed
loop feedback processes, measures and metrics for content and knowledge management. Developed content
workflow and content lifecycle processes. Identified business requirements and submitted Change Requests
for system enhancements, issues and defects. Managed team of Technical Writers. Led key knowledge
management projects such as developing a knowledge portal for offsite engineers.

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Education

MBA, Information Technology Management, University of Phoenix Online, Phoenix, Ariz.

B.A., Management of Information Systems, College of Idaho, Caldwell, Idaho

A.A., Computer Programming, Northwest Nazarene College, Nampa, Idaho

Certifications

ITIL V3 Foundation EXIN Certification # 239921.1041079 Feb 2010

PMP Certification #1764179 - Oct 2014

Professional Scrum Master (PSM I) Aug 2015

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