Susan is a senior business analyst with over 20 years’ experience working in operational and project capacities to assist businesses to leverage technology and improve business process.

For the past decade, Susan’s focus has been on continuous improvement within IT service management. This has included working for mature and geographically large organisations seeking to transition from in-house to a managed-service arrangement to smaller and less mature organisations seeking to transform their core IT support and service delivery processes.

Susan has experience working within an agile environment continually improving service management practices leveraging the ServiceNow platform.