Paul Chiori

I led a major service catalog overhaul, consolidating 250 items with meticulous alignment to ITIL's best practices. This project involved implementing optimized categorization, naming conventions, and improved UI layouts for a more user-friendly experience. In addition, I addressed gaps, merged items for streamlined navigation, and proposed variable sets for consistency, reducing development efforts. I also championed automated fulfillment, enhancing workflow efficiency. These efforts resulted in a cohesive, automated, and user-friendly service catalog.

I contributed to examining email notifications across incident, problem, request, and change categories after the wrong individual was mistakenly assigned a high-priority problem ticket through email. The person lacked the appropriate role for the assigned task, as only problem managers possessed that authority. This incident indicated a serious role assignment error.

Through a thorough investigation and process audit, I pinpointed the origin of the mistake: the error stemmed from an access control list (ACL) rule that erroneously assigned that specific role to service desk agents. My process audit report brought attention to the system gap.

I led a mobile app development project for a top telecommunications company serving over 10 million US users. My team and I leveraged ServiceNow's application studio and followed a structured SDLC, focusing on requirements gathering, design, development, testing, and deployment. The project resulted in a user-friendly app that improved service delivery and user experience.