Heather Mueller
About Heather Mueller
Heather Mueller is an ITIL Process Manager at Gannett | USA TODAY NETWORK, where she has worked since 2019. She has extensive experience in customer service and IT roles, having held various positions within the company since 2004, and is a certified ServiceNow Administrator.
Current Role as ITIL Process Manager
Heather Mueller currently serves as an ITIL Process Manager at Gannett | USA TODAY NETWORK in Appleton, WI. She has held this position since 2019. In this role, she monitors the ticketing system to ensure compliance with ITIL principles. She is also involved in enhancing Service Portal improvements and identifying marketing and training opportunities. Additionally, she provides training on ITIL workflows related to incidents and service requests.
Previous Experience at Gannett
Heather Mueller has extensive experience at Gannett | USA TODAY NETWORK, having worked in various roles since 2004. She served as a Mac Operator II from 2004 to 2006, a Creative Services Night Supervisor from 2006 to 2009, and a Supervisor from 2009 to 2011. She continued her career as a Customer Service Lead from 2010 to 2011, followed by a position in the Midwest IT Helpdesk from 2011 to 2014. She later became an Associate Manager from 2014 to 2017 and worked as a Help Desk Manager until 2019.
Education and Certifications
Heather Mueller holds an Associate's degree in Computer Programming from Fox Valley Technical College, which she completed from 2009 to 2014. She also earned a Bachelor of Arts in Communication Arts/Graphic Design from the University of Wisconsin-Green Bay between 1998 and 2001. Additionally, she studied Communications at the University of Wisconsin-Platteville for one year in 1997-1998. She has been a certified ServiceNow Administrator since 2019.
Leadership in ITIL Adaptation
In 2018 and 2019, Heather Mueller led the Technology division at Gannett through the ITIL adaptation process. Her leadership involved managing the relationship with an outsourced HelpDesk team to ensure that service level agreements (SLAs) and contractual obligations were met. She has also been part of a cross-divisional team focused on improving knowledge adoption and customer self-service support methods.
Training and Guidance Roles
Heather Mueller offers guidance and training to offshore teams, emphasizing the importance of ITIL workflows. She is actively involved in providing training related to incidents and service requests, ensuring that team members are well-versed in ITIL principles and practices.