Alan Norris Email & Phone Number

Santa Clara, Ca, Us

Santa Clara, Ca, Us

Working in support of the ISV Sales organisation as the technical liaison to our ServiceNow Technology Partners across EMEA. Creating a bigger impact to the ServiceNow ecosystem through the ideation of Partner solutions and identification of white space for partner products. Establishing product go-to-market strategies, supporting virtual and in person events and trade shows whilst advocating and enabling on the power of the Now Platform.As local Culture Champion and Global Impact Ambassador for the the UK and Ireland, I lead, support and drive engagement for local, national and global events and Initiatives that support our Brand, Culture and Global Impact initiatives and strategies.

Dublin 2, Ie

• Represented Accenture as a Teaching Assistant during the Pre-Conference training at ServiceNow's Knowledge 18 Conference. • Assist the Sales personnel in the qualification of Enterprise customer needs and performing pre-demo needs analysis whilst acting as the Sales Technical Champion and key point of contact for senior decision makers within prospects and customers • Responding to Request for Information/Proposal documents and cross practice transformation bids • Act as the ServiceNow subject matter expert at executive briefings, marketing events, meetings and workshops advising customers of opportunities available within the ServiceNow Platform and building personalised client roadmaps • Staying current on product developments/releases to a level required and provide mentoring and training to peers and other colleagues in the organization • Identifying outdated and inefficient business processes and supporting organizational change towards proven best practices. • Creation and delivery of tailored presentations and product demonstrations to both senior stakeholders and project staff both onsite and via video/webinar. • Scoping, development and presentation of custom applications for Proof of Concept (POC) /Proof of Value (POV) demonstrations • Advocating and demonstrating the functionality and capability of the ServiceNow Platform during standard and tailored customer demonstrations, ServiceNow events, trade shows and regular webinars • Scoping client requirements and producing detailed Statement of Work documents for customer sign off and delivery handover Delivering Business Value Assessments for clients requiring assistance with business case material for senior prospect and customer stakeholder’s approval. Interviewing key stake holders and process owners in order to provide insight to the benefits and value that ServiceNow can provide. These must be able to stand up to scrutiny within the prospect/customer

Moved across to Sales from the Technical Delivery team to become the Primary Solutions Consultant at Focus Group Europe. Worked closely with sales to understand key prospect and customer requirements• Technical Point of Contact for the Sales team and account managers, helping to bridge the gap between sales and delivery• Working closely with new and existing Commercial customers to understand their requirements and advise on the Servicenow products that best suit their needs.• Provided Pre-Sales technical expertise, advising customers of opportunities available within the Servicenow Platform and building personalised client roadmaps• Identifying outdated and inefficient business processes and supporting organizational change towards proven best practices• Scoping, development and presentation of custom applications for Proof of Concept /Proof of Value demonstrations• Advocating and demonstrating the functionality and capability of the Servicenow Platform during standard and tailored customer demonstrations, Servicenow events, trade shows and regular Webinars.• Scoping client requirements and producing detailed Statement of Work (SOW) documents for customer sign off and delivery handover • Delivering Business Value Assessments for clients requiring assistance with Business Case documentation toward funding approval. Interviewing key stake holders and process owners in order to provide insight to the benefits and value that Servicenow can provide. These must be able to stand up to scrutiny within the prospect/customer

London, Gb

Sole System Administrator at EBRD during their Servicenow ITSM Implementation Pre and post go live. As the Servicenow SME I was first point of contact for EBRD staff. In addition to being on the Servicenow Governance Control board, I was both Technical lead and Business Analyst in relation to any Enhancements and Continual Service Improvement initiatives. During the Bank’s implementation phases I was responsible for maintianing any post go live “BAU” activities in addition to attending and contributing to Project Meetings and Workshops. Working closely with the implementation partner’s technical consultants to assist with the build, UAT, story and defect clarification, hand over and Go-Live.Delivered end user and fulfiller enablement training workshops as well as ad-hoc guidance and best practice recommendations to staff, management and the product owner.

Windsor, England, Gb

As a ServiceNow application support analyst working in a domain segregated ServiceNow instance, I am responsible for providing administrative support, troubleshooting, development and continual service improvements in a mature ITIL environment I am first point of contact for Centrica’s Incident Management team and their 3rd party HR integration partner. In addition to this, I am team business champion for Centrica’s Trading and Operations business unit, Centrica Energy. Using the functionality within the ServiceNow toolset I provide system administration and support. Through UI Policies, UI Actions and Client Scripts, using JavaScript I am able to configure and develop the application to best suit the business’ needs.

Windsor, Berkshire, Gb

· Service Desk Team Leader in a Trading environment.- Supporting a business critical Commodities Trading and Operations department together with other Business Units both on site at Centrica’s Head Office and other UK and European locations. ·Delivering first line support to approximately 250 users at various levels within the organisation up to Senior Management, taking ownership of incidents and service requests through to resolution as per ITIL best practices. ·Managing relationships with the business, internal support teams and 3rd parties, ensuring effective communication and maintaining the smooth running of daily operations and change implementation. -Working closely along side Problem Management and Service Delivery Management teams to assist in the resolution of long term fualts and underlying issues.·Resolution of both hardware and software incidents as well as involvement in improvement projects.

Rotterdam, Zuid-Holland, Nl

·Accountable for managing service escalations in addition to monitoring the quality of recorded phone calls and logged service tickets and identifying any areas for improvement, ensuring effective delivery of IS Helpdesk services. ·Responsible for monitoring team statistics ensuring individual ‘Key Result Areas’ as well as the Helpdesk’s KPI’s are met. ·Delivering training workshops for new recruits as well as one to one training whilst continually acting as mentor and coach to first line analysts. ·Initiated the implementation of a “Train the Trainer” program to improve the standard of training given to new Analysts. ·Deputising in the absence of my team leader with Duty Manager responsibilities.·The Incident Manager aspect of this role was to support the two on-site Incident Managers as their senior and to act as cover for holidays, illness and training.