Tamara Borac
Calgary,Canada
Summary
Dynamic and results-driven IT Operations Leader with extensive experience managing ServiceNow platforms and ITSM operations across complex enterprise environments. Proven track record of leading cross-functional teams, external contractors, and service providers to deliver seamless service integration, testing, deployment, and maintenance. Adept at fostering strategic partnerships and driving operational excellence across multiple production environments.
Overview
17
17
years of professional experience
Work History
Sr Manager, ServiceNow Operations
Rogers Communications
12.2024 - Current
- Directed a high-performing team of external contractors and service providers supporting Roger’s ServiceNow platform.
- Orchestrated integration, testing, deployment, and maintenance phases to ensure optimal service delivery and operational efficiency.
- Managed day-to-day operations across five production instances of ServiceNow, including CMDB, Remedy, and Software Asset Management.
- Ensured platform stability, compliance, and performance through proactive monitoring and governance.
- Built and maintained strong working relationships with HCL and Deloitte, overseeing their roles as ServiceNow and Remedy administrators and developers.
- Facilitated collaboration and accountability to meet SLAs and project milestones.
- Successfully executed multiple system upgrades across ServiceNow and Remedy environments.
- Ensured full compliance with ServiceNow’s evolving standards and best practices.
Interim Manager, Environment Management and Ops
Rogers Communications
07.2023 - 12.2024
- Leading a dynamic team of in-house professionals, external contractors, and service providers, pivotal in supporting the delivery and ITSM operations of Shaw’s ServiceNow platform.
- Central to coordinating and optimizing the integration, testing, deployment, and maintenance phases of the operating model, ensuring seamless service delivery and operational excellence.
- My responsibilities involve overseeing day-to-day operations, managing change, and ensuring adherence to release schedules.
- Additionally, we aim to enhance operational efficiency in our collaboration between Shaw and Rogers following the merger and voluntary departure program (VDP).
- Developed and implemented a comprehensive Quality Assurance Framework
- Successfully executed the Vancouver Upgrade, which involved upgrading the ServiceNow platform by two letter versions.
- Ongoing efforts to enhance organizational processes to maximize collaboration between our teams located in the Eastern and Western regions.
Senior Business Analyst
Rogers Communications/Shaw Communications
08.2022 - 12.2024
- I played a significant role in the HR Harmonization Project by facilitating the alignment of business requirements between Shaw and Rogers. This was crucial for the smooth consolidation of HR programs during the acquisition of Shaw, enabling a seamless transition.
- My responsibilities included overseeing the process of decommissioning or maintaining 15 applications, as well as identifying the respective feeds and files that needed to be retired. Conducted a comprehensive analysis to identify any pertinent aspects related to Freedom and collaborated with the legal department to effectively address the terms set forth by the TSA.
- Additionally, I have facilitated the development of a collaborative platform for both ServiceNow and our business customers (B2B), ensuring that all requirements are effectively gathered and met.
- The result is an interactive portal that enhances the service experience for our agents and customers alike.
Senior Business Analyst/Product Owner ServiceNow Platform
Shaw Communications
04.2019 - 08.2022
- I collaborated closely with the Development and Architecture team to ensure the ongoing stability and security of our Platform, particularly when integrating with ServiceNow.
- I actively engaged with Business Stakeholders to gather and evaluate their requirements, ensuring that our efforts were strategically aligned with delivering significant business value.
- Established the Operating model for the team, focused on continuous improvement and ongoing transformations of the team.
- I played a leading role in promoting the standardization and ongoing enhancement of Quality Assurance, Change, Release, Deployment, Problem, and Incident Management practices.
- Collaborated closely with technical leads, architects, and developers to manage deprecations, branches, and code merges, optimizing code integration processes.
- Additionally, I took responsibility for training new team members on our processes and acted as a substitute Release Manager when necessary to maintain smooth release cycles.
- I designed and executed a set of protocols for the ServiceNow team focused on efficiently handling Level 2 Incident Management, major incidents, and Problem Management. The objective of this undertaking was to decrease the Mean Time to Resolution (MTTR) by 15% for all priority categories, leading to improved response times and service quality.
Business Analyst - Unified Communications
Shaw Communications
03.2017 - 04.2019
- I was responsible for successfully leading all projects for the Unified Communications team, particularly those related to IVR routing and implementing new initiatives.
- My role encompassed analyzing incoming tickets, evaluating business requirements, and ensuring alignment with the organization's needs.
- Furthermore, I was accountable for resource planning and establishing realistic timelines for the team's deliverables.
Environment Delivery Coordinator
FGL SPORTS
01.2016 - 01.2017
- As part of my role, I aided during the Deliver Phase of all projects.
- I acted as a coordinator between teams at FGL, Marks, and Canadian Tire for the deployment of new servers and creation of new environments.
- Additionally, I ensured that team members were granted appropriate access based on their project responsibilities.
- In addition, I supported the budgeting process and prepared necessary documents for securing funding for specific delivery projects.
PMO Coordinator
FGL SPORTS
01.2015 - 01.2016
- I worked with the PM's, PC's, and Delivery Managers to ensure they have all the required documentation for PIMC funding and to complete their projects.
- I ensure all projects have a Stage Gate quality check completed with an audit folder created to store project documentation.
Project Coordinator/PM
SHAW CABLE SYSTEMS
01.2013 - 01.2014
- As a Project Manager and Traffic Coordinator, I successfully oversaw and coordinated a variety of projects, ensuring strict adherence to deadlines.
- Additionally, I effectively communicated project requirements and handed over new projects to the Project Manager for seamless execution.
Content Coordinator
SHAW CABLE SYSTEMS
01.2012 - 01.2012
- Acquired comprehensive knowledge of the BCC/ATG program through self-education and provided training to three individuals.
- Effectively coordinated and managed a team of five members to successfully launch the website despite encountering unforeseen obstacles.
UAT Specialist
SHAW CABLE SYSTEMS
01.2012 - 01.2012
- I oversaw and successfully completed the final stages of User Acceptance Testing (UAT) for the deployment of Shaw’s Wi-Fi (release 2). This involved implementing free Wi-Fi services for existing customers located in Calgary, Vancouver, and Edmonton.
Content Administrator
SHAW CABLE SYSTEMS
01.2009 - 01.2012
- I was an integral member of the team tasked with creating and designing content for “Ask Amy,” Shaw’s AI enabled virtual assistant.
Education
ServiceNow Training -
EMR Program - undefined
Sait
Skills
- ServiceNow: ITSM, ITOM, CMDB
- Frameworks: Agile, ITIL, Scrum Methodology, SDLC
- DevOps and Continuous Improvement
- Change and Release Management
- Process Improvement & Business Analysis
- Team Leadership & Task Prioritization
- Vendor and Stakeholder Management
- Effective Communication & Critical Thinking
- Cross-functional Collaboration
Languages
English
Full Professional
Timeline
Sr Manager, ServiceNow Operations
Rogers Communications
12.2024 - Current
Interim Manager, Environment Management and Ops
Rogers Communications
07.2023 - 12.2024
Senior Business Analyst
Rogers Communications/Shaw Communications
08.2022 - 12.2024
Senior Business Analyst/Product Owner ServiceNow Platform
Shaw Communications
04.2019 - 08.2022
Business Analyst - Unified Communications
Shaw Communications
03.2017 - 04.2019
Environment Delivery Coordinator
FGL SPORTS
01.2016 - 01.2017
PMO Coordinator
FGL SPORTS
01.2015 - 01.2016
Project Coordinator/PM
SHAW CABLE SYSTEMS
01.2013 - 01.2014
Content Coordinator
SHAW CABLE SYSTEMS
01.2012 - 01.2012
UAT Specialist
SHAW CABLE SYSTEMS
01.2012 - 01.2012
Content Administrator
SHAW CABLE SYSTEMS
01.2009 - 01.2012
EMR Program - undefined
Sait
ServiceNow Training -
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