Telework/remote member of project team for the US Department of Veterans Affairs (V.A.) migration from various service desk tools (Remedy, Serena, and CA SDM 12.6) to the Single Tool environment: CA Service Desk Management 12.7. Responsible for migrating and aligning data, processes and users; applying ITIL recommended principles and processes to the new system. Tasks included being the subject-matter-expert of CA Service desk tool; creation of User Acceptance Testing scripts; support the transition of the V.A. I.T. team members across the country by answering technical and process questions through email, chat and call conferences.
Skills required and developed the role:
Strong ITIL Knowledge, Application migration/support experience, Systems Development Life Cycle (SDLC), Project coordination, Communication Skills, CA Service Desk, User acceptance testing, Data scrubbing