Request Management Administrator at BCBSMN
Greater Minneapolis-St. Paul Area
- Current
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- Request Management Administrator at Blue Cross Blue Shield of Minnesota
- Past
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- Account Relationship Manager at OPIN Systems
- Business Analyst at Accenture
- Business Analyst at Best Buy
- Account Manager at DecisionOne
- Sales Assistant at JobBOSS Software
- Research / Marketing Coordinator at Paul Burke and Associates
- Education
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- Minnesota State University, Moorhead
- St. Henry's Prep Seminary
- Recommended
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13 people have recommended Bob - Connections
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189
connections
- Industry
- Information Technology and Services
- Websites
Bob Grinsell’s Summary
An accomplished IT Professional, with vast experience leading business critical initiatives in Request Management, Service Level Management, Problem and Incident Management and Service Delivery. Extensive involvement in Discovery projects and needs analysis, including establishing Service Delivery plans, Service Level Agreements and performance metrics; creating process flow charts, communication templates and procedural documents.
Comfortable working at all organization levels, including leading Executive Business Reviews, establishing Development Action Plans and conducting training workshops on company-wide initiatives.
Experienced in ITIL, Lean/Six Sigma, Project Management, Customer Service Delivery, Team building, process improvement and an array of software applications.
Bob Grinsell’s Specialties:
ITIL v2 and v3 certified, Lean Practitioner certified, Project Management experienced, development of Service Delivery plans and process documents, identification and analysis of performance metrics and management of customer requirements and expectations.
Bob Grinsell’s Experience
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Request Management Administrator
Blue Cross Blue Shield of Minnesota
(Non-Profit; 1001-5000 employees; Insurance industry)
March 2008 — Present (1 year 9 months)
Responsible for the development and execution of the Service Catalog Management process, ensuring it interfaces with all other relevant processes, setting targets and reviewing the effectiveness and efficiency of the process, performing process audits and managing the process improvement cycle. Define standard catalog items for IT components that are used in new or existing IT Services and establish measurements and reports for agreed business requirements.
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Account Relationship Manager
OPIN Systems
(Privately Held; 11-50 employees; Computer Software industry)
January 2007 — February 2008 (1 year 2 months)
Manage relationship with current accounts, promote new software upgrades and additional modules, conduct product presentations and training. Also lead employee workshops and project teams.
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Business Analyst
Accenture
(Public Company; 5001-10,000 employees; ACN; Computer Software industry)
2004 — 2007 (3 years )
Service Level Management. Defined contractual performance criteria and established reporting metrics. Developed SLA reports and communication templates. Conducted Needs Analysis and Process Discovery. Presented process overview workshops and employee awareness campaigns.
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Business Analyst
Best Buy
(Public Company; 5001-10,000 employees; BBY; Retail industry)
2000 — 2007 (7 years )
Business Analyst. Developed and conducted Quarterly Customer Satisfaction Surveys, created metric reporting templates, participated in implementation of ITIL fundamentals. Client Advocate. Coordinated helpdesk response to technical issues, escalated unresolved issues, provided single point of contact for regional and district managers.
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Account Manager
DecisionOne
(Privately Held; Information Technology and Services industry)
1994 — 1999 (5 years )
Customer Relationship Management. Managed third party Commercial helpdesk. Established performance criteria and reporting models. Conducted process discovery meetings to script support processes. Provided regular performance reports and business review with key clients. Coached technicians on performance and customer service processes.
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Sales Assistant
JobBOSS Software
(Information Technology and Services industry)
1991 — 1994 (3 years )
Developed Sales presentations, managed customer and prospect contact lists, coordinated marketing materials, conducted product seminars and employee training, attended industry trade shows.
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Research / Marketing Coordinator
Paul Burke and Associates
(Information Technology and Services industry)
1989 — 1991 (2 years )
Developed market research and direct mail response analysis, created Association membership marketing programs, designed brochures and marketing materials.
Bob Grinsell’s Education
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Minnesota State University, Moorhead
BS , Mass Communications, Business Administration , 1980 — 1984
Major in Mass Communications, Public Relations
Minor in Business Administration- Activities and Societies:
- PRSSA
Newman Center Peer Ministry
Student Senate Secretary
Student Newspaper
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St. Henry's Prep Seminary
High School , General, Religious , 1976 — 1980
- Activities and Societies:
- Catholic High School Seminary and College Prep
Additional Information
Bob Grinsell’s Websites:
Bob Grinsell’s Interests:
Process flow, Process improvement
Bob Grinsell’s Groups:
itSMF MN
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The ITIL Group -
Information Technology Service Management Forum - USA -
itSMF MN -
Minnesota State University Moorhead -
Real ITSM -
Service-Now.com
Bob Grinsell’s Contact Settings
Interested In:
- career opportunities
- job inquiries
- expertise requests
- reference requests
- getting back in touch
