Bobbi McCord

Working for a premier Service Now Partner, specializing specifically on GRC and SecOps related solutions within Service Now.

• Expert advisory and consultancy for our customers within the sales pipeline- focusing on business and solution capabilities to ensure business value is achieved by any sales generated
• Conducting workshops/discovery sessions/advisory sessions based on customer specific requirements
• Conducting demos of our solutions either BAU out of the box, or customized based on customer specific requirements
• Configuring ServiceNow instances and improvements of demo data
• Understanding customer challenges, desires, current and future state desires
• Providing expert guidance to customers on best practice approach and how to adopt organisational change within the business functions and technology stacks
• Creation and input to RFI's / RFP's / SOW's
• Project delivery according to sales pipeline and delivery standards
• Cost and effort estimations of solutions
• Engaging and collaborating with customers on an operational level and also strategic (analysts, managers, CEO's/CISO's)
• Improvements to pre-sales function including creation and blueprint of solutions to create a new avenue to generate sales and foster bespoke packages for customers.

-Modules Covered within Service Now:

All GRC Modules, All SecOps Modules

My role as a Cyber Lead was to support and improve the Cyber Operations function in line with operational requirements with a focus on business adoption and service improvement.

• Lead a team responsible for Cyber Engineering and Analytics
• Improve Cyber defense and reduce Cyber risks (analyzing technology stacks/processes)
• Create Cyber strategy & processes. (HR/ Incident management/IT/Change Management/Incident escalation and remediation)
• Creation of Cyber best practices to be secure by design and ongoing enhancements for visibility and security coverage
• Manage risk assess and planning of projects including Agile methodology (e.g- Kanban)

Responsible for engagement of Cyber services, awareness of Cyber initiatives and implementing solutions within Sky. This team was an Oversight team who sat between IT/Cyber and the rest of the business in order to map both business processes, to technical processes. -UK / Italy / Germany

• Creation of a team based on technical and non technical process mapping, business engagement and requirements gathering
• Creation and maintenance of a front door portal which sat within Service Now and was used by the other business functions to request and link up required business services
• Creation and maintenance of Cyber service catalog and automation between other services i.e- HR leavers joiners process and Cyber unauthorized access activities
• Creation and maintenance of service now Knowledge Base
• Creation, governance and management of all services including reporting
• Audit and Compliance evidence gathering and reporting (PCI/DSS/GDPR/ISO/NIST)
• Cyber Awareness and translation (technical to non technical audiences)

Initially employed as a Cyber Engineer, very quickly I moved into this role which was newly created in line with business requirements. This role was an Oversight role across the Cyber function based on delivery, service management and improvements.

• Creation of Cyber services and catalog in Service Now focusing not only on end user experience but automated factors to streamline and enhance processes
• Alignment of Cyber processes to all other processes across the business.
• Providing engagement opportunities for the rest of the business with any IT/Cyber related queries or requests

My role was to support the business on the provisioning and decommission of servers across the corporate and non corporate estates. Please note I carried out both positions ( IT Server Build Engineer & IT Compliance Analyst) simultaneously

• Server commission and build based on tight deadlines and project timelines (standard builds / custom builds)
• Server decommission and migration including project for legacy tooling
• Project Management (200+ builds per week)
• Task automation- ITSM automation of BAU tasks
• Windows Migration and upgrade
• Project management of builds approx 200 per week
• Task automation- ITSM automation of BAU tasks

Working across the IT estate my focus was to ensure compliance of our IT services, processes and technologies whilst working very closely with other areas of the business. Please note I carried out both positions ( IT Server Build Engineer & IT Compliance Analyst) simultaneously

• Compliance and engagement to ensure business compliance on all infrastructure/system/policies and process
• GRC compliance tasks (hardening/patching/vulnerabilities/risks)
• Risk remediation actions and remediation
• Software scanning- IBM Big fix scanning (running scans and editing relevant language)

This was a contracting position via my own LTD company BLSolutions LTD which was a 12 month contract. My responsibilities were to work for Sky to support their Service Desk and training functions.

• IT support (1-3rd line) to Sky employees (Engineers/contact center/legal/sky news/sky sports/finance
• Process mapping and improving training materials and standards
• Adhering to SLA's / polices and standards

Creation and migration of Service Desk across the globe to one location based in Edinburgh. This role was created in order to train service desk to the highest possible standard and create a training hub for a new business imitative (12 month FTC)

• Training and development of new starters across the globe
• Creation of training plans adhering to global standards
• L&D best practice and merging of processes across the globe
• Training matrix and GAP analysis
• Process alignment

In this role I was the Service Desk trainer for one of our offshore accounts focusing on delivering exceptional soft skills and technical training. This role was carried out simultaneously alongside the IT Service Desk Team Leader position

• Training new employees (on-boarding)
• Training existing employees (employee progression / performance related)
• Soft skills training and technical training of the account
• Creation and maintenance of training plans and materials
• Creation and maintenance of training matrix
• Regular training reviews/ GAP analysis
• Physical and virtual workshops

This role was to provide support to the Service Desk Operations manager in order to improve the service desk offerings in order to avoid financial penalties for the outsourced contract.This role was carried out simultaneously alongside the IT Service Desk Trainer position

• Creation and implementation of a solution for a failing SLA which avoided 25K per month in fees
• Lead and guide service desk employee's (1-3rd line support)
• Report and adhere to standards and SLA's
• Contracts looking at- NHS England, Department of Health, Care Quality Commission/Met Police Scotland

This role was a First Level support role focusing on management and coordination of Service desk requests and tasks. This was a deputy manager role to the Manager.

• Acting as a deputy to the service desk manager to assist with leadership / monitoring employee productivity and reporting on KPI's
• Management of workflow/work co-ordination
• Process documentation and adherence
• Call/ticket quality checks and lessons learned
• Providing first level support to customers who require support and guidance.