Amy Kaufman
Technical Process Analyst III
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About
Partnered with Corporate Technology leadership as a senior individual contributor, aligning initiatives across enterprise platforms, infrastructure, and ITIL functions
Experience
Technical Process Analyst III - Thermo Fisher Scientific
(2024-10 - 2026-02)
Partnered with Corporate Technology leadership as a senior individual contributor, aligning initiatives across enterprise platforms, infrastructure, and ITIL functions
- Improved service visibility by coordinating across teams to surface risks, dependencies, and impacts for incident response and operational planning
- Led cross-functional process analysis to drive alignment, consistency, and more informed decision-making
- Supported hybrid (on-prem and cloud) environments by aligning service workflows and support processes
- Contributed to incident and post-incident reviews, strengthening risk awareness and operational stability
- Designed and managed a monthly Business Review (MBR), improving leadership visibility into initiatives, risks, and performance
- Participated in Agile initiatives evaluating ServiceNow AI capabilities and platform scalability
Business Analyst (Contract → FTE) - Thermo Fisher Scientific
(2023-10 - 2024-10)
Supported M&A integration by rebuilding an acquired company's ServiceNow Service Catalog within the enterprise environment
- Aligned catalog workflows with CMDB structures to improve request fulfillment, asset management, and lifecycle tracking
- Validated and maintained CI relationships to support accurate service mapping and incident impact analysis
- Developed and executed end-to-end test cases, ensuring catalog functionality and release readiness across teams
- Converted from contract to full-time based on performance and impact
Quality Assurance Analyst - Finance of America Companies
(2023-02 - 2023-10)
- Developed and executed functional and regression test cases to validate system changes and support stable production releases
- Logged and validated defects in collaboration with developers and analysts, ensuring accurate reproduction and resolution tracking
- Identified recurring defect patterns and root causes, contributing to improved release quality over time
- Participated in structured release cycles, including off-hours validation
Business Analyst – ServiceNow - Finance of America Companies
(2021-03 - 2023-02)
Served as Business Analyst for the ServiceNow platform, partnering with IT and business stakeholders to improve service management processes
- Acted as SME for employee lifecycle workflows, ensuring end-to-end process integrity
- Aligned service workflows with system relationships and dependencies, strengthening CMDB data integrity and incident routing across hybrid environments
- Identified and resolved CMDB data quality issues (duplicate, orphaned, and misaligned CIs), improving reliability and accuracy
- Developed and executed ATF test cases to validate workflow performance and routing accuracy
- Supported UAT, release documentation, training, and Agile ceremonies
Marketing Project Coordinator - Finance of America Companies
(2020-02 - 2021-03)
Coordinated end-to-end marketing projects from concept through launch, managing timelines, deliverables, and workflows in Adobe Workfront to improve cross-team visibility and on-time delivery
- Led development and launch of the internal Swag Shop, partnering with designers and vendors, managing workflows, and performing QA to ensure a smooth employee purchasing experience
- Built project plans for merchandise releases, including design workflows, vendor coordination, and launch readiness
- Served as primary point of contact for employee inquiries, resolving issues and coordinating with vendors
- Managed corporate social media initiatives from concept to publication, including content coordination and scheduling
- Ensured brand and messaging consistency by aligning stakeholders on visuals, content, and timelines
Service Desk Analyst/New Hire Technology Trainer - Finance of America Companies
(2018-11 - 2020-02)
Designed and delivered a structured onboarding program for new hires, introducing internal systems, tools, and support processes
- Managed onboarding workflows and access provisioning in ServiceNow, ensuring timely first-day support
- Streamlined onboarding processes in partnership with internal teams, reducing friction for new employees and support staff
- Aligned service workflows with system dependencies across hybrid (on-prem and cloud) environments to ensure consistency and reliability
- Provided technical support for internal users across in-house and third-party applications, resolving issues end-to-end
- Created and maintained documentation and knowledge base articles to support troubleshooting and user enablement
Service Desk Analyst - PHH Mortgage
(2016-09 - 2018-11)
- Provided technical support for internal users across in-house and third-party applications, troubleshooting system and access issues to minimize operational disruption
- Managed service tickets from intake through resolution, ensuring timely and accurate issue handling
- Created knowledge base documentation and trained new team members to support team efficiency and consistency
Education
B.A. - English, Writing Concentration - Rider University (2011)
