Karen Jandu

• Configuration Manager utilising ServiceNow responsible for Data Management within the Reassure CMDB used for IT Service Management
• Streamlined processes & upgraded documentation to ensure robust configuration management procedures
• Trained Change Team and Configuration Analyst in effective CMDB data task management.
• Liaised with internal teams and external stakeholders to audit, update and enhance the CMDB data
• Implemented automated tools, enhancing configuration management efficiency.

• Resolving technical issues for Digital Banking clients

• Role between contracts to travelling & exploring interest in property

• Supported UK Government services in effective use and strategic utilisation of ServiceNow CMDB in alignment with ITIL principles
• Reviewed data fed in from SNOW Licence Manager and other Discovery tooling
• Ensured the integrity and security of data within the ServiceNow platform by implementing robust data governance practices and upholding compliance with pertinent regulations.
• Provided support & communication to user groups & stakeholders for effective use of CM processes within ServiceNow and data reviews & reporting
• Supported Service Modelling & Service Mapping programme teams
• Coordinated seamless live code deployments across the UK Government estate, ensuring minimal disruption to ongoing operations

• Supplied Atlassian consultancy & SaaS tooling solutions to major organisations worldwide as part of the Atlassian Centre of Excellence
• Liaised with internal and external stakeholders to co-ordinate solution delivery to clients requirements & timescales
• First point of contact for external stakeholders, coordinated pitches & tooling demo's
• Produced and managed of Statement Of Works detailing financials & costings for proposed solution
• Secured £250,000 worth of contracts in 6 months

• Designed & Implemented a Continuous Improvement framework of tools and supporting automated processes used by senior management to track service improvements

• Supported critical Inland Revenue systems in all aspects of CM Implementation for multiple large-scale Government systems
• Prepared, managed, baselined and audited code deliveries through all environments through to live on major implementations
• Audited code deliveries to file-level on major implementations
• Offered end-to-end CM process & tooling support to developer teams through PVCS Dimensions, ClearCase, SVN, Git, Bamboo, and Bitbucket in both Agile DevOps & waterfall projects

• Conducted hundreds of code deliveries to test and live environments for the Alpha system utilising knowledge of the environments infrastructure & tooling across front-end and backend databases, letters and general system setup.
• Maintained audit records, met SLA's and adhered governance standards in busy and often pressurised environment to complete code deployment
• Supported department head as Team Lead managing day-to-day operations for a team of 12 across Deployment & Environment build teams including management reporting.
• Covered Change Management short-term & ran weekly CRB and CAB meetings to share key information and progress changes
• Minimised manual work by 8 man-days per month in deployment through efficiency savings and best practices

• Fixed live technical support calls relating to ClearCase, ClearQuest, PVCS Dimensions, in-house software deployment tool and doc repository
• Issues fixed ranged from simple tooling technical fixes to complex problems as SME for CM tools

• Supported multiple ClearCase projects across multiple major systems & development teams
• Defined ClearCase projects, components & stream setups
• Supported users in tool usage, code merges & resolving ClearCase & ClearQuest issues
• Managed and audited 100's of code deliveries across environments
• Managed Process Improvement for the team
• Organised & facilitated requirements gathering workshops & walkthroughs

Apr 1999 - Mar 2007

Undertook various roles & projects over 8 years;

• Aspire contract - HMRC (Feb 2004 – March 2007) :
  - Configuration Manager & Integrator
  - Transition Manager - Promoted
  
• Corus Steel (July 2003 – January 2004):
  - Configuration Manager - Promoted
  
• Accelerated Delivery Centre (August 2002 – June 2003):
  - Configuration Analyst - Promoted
  
• Windsor Life Assurance (April 1999 – July 2002) :
  - Cobol Developer then Config. Release Analyst - Promoted

Birmingham Midshires Building Society - Cobol & SQL Developer (Degree Work Exp.) : Aug 1996 - Sep 1997

Kirby Vacuum - Telesales Clerk : Aug 1988 - Jul 1989

ITeC - Computing & Electronics : Aug 1987 - Aug 1988

Computer Science with major in Database Design