Joy Harrison

Background

About Joy Harrison

Welcome to my profile! For the past 15+ years, I have developed a love for taking a deep dive into IT Infrastructure Library and Service Management issues and resolving them through data and modern technology. I have served as an influential leader who leads complex IT projects from ideation to completion while collaborating cross-functionally with a multitude of key stakeholders to ensure departmental and project success. Personally, I value the ability to effectively spearhead complex problem-solving while collaborating with all levels of staff and highlighting the benefits of change and transformation to gain project consensus to ensure successful project deliverables. I have enjoyed many roles throughout my career including: ITIL Consultant, IT Service Manager, and Senior ITIL Process Consultant & Project Manager. Currently, I am a Senior ITIL Service Operations Project Manager where I assess ITIL service operations processes to drive continual service improvements and implement resources at project inception, continuously identify needs throughout the project lifecycle, and ensure best practice implementation. I have successfully initiated and led strategic process improvements and continuous improvements through process design, governance, and enhancing processes in metrics, ticket and incident management, problem management, and service request fulfillment. I collaborate effectively with diverse team members and continuously cultivate strong client and vendor relations. Additionally, I facilitate trainings on use of corrective action plans (CAPs), Incident, and Problem Management policies and standards to ensure operational efficiencies. I enjoy meeting new people and understanding how others view IT Service Management and IT Project Management. Let’s connect! Specialties: IT Service Management, Project Lifecycle, Service Operations, Stakeholder Relations, Metrics, Best Practices, Implementation, Strategic Planning, Documentation, IT Processes & Procedures, IT Process Improvements, Business Technology Partnerships, IT Analysis, Quality Control, Data Analysis, Six Sigma, Agile, ITIL v3 Software Knowledge: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), ServiceNow, BMC Remedy, HP Service Manager