Gary Ilustrisimo - Sr. Technical Business Analyst, Servicenow implementation consultant, Espire Infolabs

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Work Background

Espire InfolabsSr. Business Analyst - ServiceNow Implementation

Jan. 2023Makati, National Capital Region, Philippines• Ensure smooth implementation of ServiceNow coming from legacy system. • Collaborate with business stakeholders to understand their requirements and translate them into effective ServiceNow solutions using standard and best practices. • Configure, customize, and develop ServiceNow applications, workflows, and integrations to meet specific business needs. • Configure Reports and Dashboard to identify trending issues that needs immediate remediation and action. • Collaborate with ServiceNow vendors and support partners as necessary. • Conduct Functional Testing together with SNOW vendor. • Support Business users to Troubleshoot and resolve complex technical issues related to ServiceNow.

Globe TelecomChange Management Manager

Oct. 2020 - Nov. 2022Metro Manila

Globe TelecomBusiness Readiness Manager

Oct. 2020 - Jun. 2022BGCEnsure Business Readiness before project goes live. Plan business training and enablement Conduct process improvement, process cascade and workshop

PLDTSenior Process Improvement

Jun. 2016 - Aug. 20197/F MGOManaged and improved IT processess. Represent IT in Quarterly and Anual audit report. Ensure IT followed all existing processes and guidelines Process Owner for ServiceNow Implementation in IT

PLDTTeam Head - Release Management

Sep. 2009 - Jun. 20167/F MGOAccountable for the timely delivery and quality assurance of IT releases. Responsible for daily operations and progress of the team. Ensure release management processes are executed smoothly and on time. Identify and manage cross team and inter-release dependencies. Identify and resolve release-level issues. Ensure that any failures in the delivery of releases are dealt with promptly and appropriately by the responsible resources. Drive initiatives for release management process improvements, including opportunities for automation of processes. Drive initiatives to improve the quality of IT delivery,establish and enforce release management processes and policies. This includes implementing appropriate gating controls and risk management protocols, as well as priority and SLA management. Maintain and develop standards for release management processes to comply to industry and organization standards, ensuring that all relevant technical, procedural documentation is properly completed and adhered to. Act as the liaison within the IT delivery teams and with the stakeholders to ensure capabilities delivered are consistently aligned with the business expectations.

PLDTTeam Lead - IT Business Analyst

Feb. 2006 - Aug. 2009Gather business requirements, provide business process analysis and define project specifications. Monitor IT delivery with a focus on meeting business requirements, assuring overall quality of delivery, and ensuring overall customer satisfaction. Perform identification, analysis and mitigation of high priority IT and Business delivery issues and risks. Escalate issues when senior management action is required. Establish communications strategy to drive stakeholder engagement between IT and the stakeholders.

Stradcom CorporationDatabase Administrator

Jan. 2004 - Jan. 2006Quezon CityDatabase administration, tuning and support for the LTO application systems nationwide. Responsible for the day-to-day effective technical performance of the physical RDBMS. Monitor the performance and tuning of 10 jaguar server (middle tier) and infoimage server. Provide technical support for production databases of around 50 servers. Provide assistance with testing and problem resolution as may be required. Perform Backup and Recovery of all the databases. Responsible for the administration, maintenance, performance management, documentation and security of Sybase Databases. Perform Sybase database setup and installation, database upgrades, space management, backup and recovery, diagnose and resolve performance issues

Stradcom CorporationBusiness Analyst

Jun. 2001 - Jan. 2004Quezon CityGather customer requirements and provide business process analysis to define project specifications. Responsible for review, evaluation, recommendation, design, preparation and establishment of IT related policies, guidelines, system study, procedures and process flows. Develop conceptual and functional requirement documentation. Conduct operation review and business process redesign. Escalate and resolve diverse user issues and concerns. Manage parallel run live implementation of Manufacturer-Assembler-Importer-Dealer Recording System (MAIDRS) module in LTO-Central Office. Analyze and provide solutions, in coordination with STRADCOM and LTO PMC management, structural and operational hindrances including systems problems. Coordinate with LTO and Unisys regarding main issues, concerns and ideas of current and future nationwide project implementation. Conduct hands-on training for LTO personnel and Application Support Team members at the Model Central/District Office and at their respective work areas. Perform demo-walkthrough of MAID system to LTO process owners and Stradcom top management. Provide support and assistance to end users in the development of MAID system. Participate in the development of MAIDRS training materials and resources relating to areas of professional expertise.

Stradcom CorporationQuality Assurance Analyst

Nov. 2000 - Jun. 2001Quezon CityCreate test scripts and test data to ensure that the application systems meet the requirements as specified in the Business Process Specifications (BPS). Create test proposals concerning testing methodology and quality assurance process flow (for the system applications). Execute test scripts for every version release of the application systems Report, document and collect system errors detected through the Exception Report (ER) and submit them to the QA Manager for immediate action. Assess severity of the problems detected (i.e. high, low, enhancement) and discuss issues with the QA Team and the project developers to ensure system readiness prior to implementation. Conduct hands-on training for LTO personnel and Application Support Team members at the Model Central/District Office/s and at their respective offices. Conduct demo-walkthrough on the different modules assigned for the Process Owners and Project Management Committee of LTO.

P.T. Citra Marga (Metro Manila Skyway Project Stage 1)Management Information Systems Specialist

Jun. 1996 - Feb. 2000Philippines• Design, Configure and Maintain Local Area Network of the Company • Troubleshoot applications and hardware problem • Organize programming project and scheduling of activities with deadlines. • Manage all Computerized System of the company. • Install and configure different hardware and software Application. • Conduct on-the-spot user training on Software Application and some Hardware Devices. • Set-up Internet account and manage company’s WEB Server. • Perform studies, selection and installation of new networking software & hardware. • Implement Network Security and Backup. • Perform regular check-ups of the network to minimize downtime. • Provide help to users whenever they encounter problems while using commercial software (re-installation, configuration, etc.). • Design, develop, test, implement and maintain application systems. • Act as Help-desk and user support to various software and systems. • Prepare Monthly and Quarterly Status Report • Monitor all hardware equipment such as: Computer, Printer, Scanner, Plotter, CD writer, etc.