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.

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.
• 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.
• 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• Identifying outdated and inefficient business processes and supporting organizational change towards proven best practices.

• 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• Identifying outdated and inefficient business processes and supporting organizational change towards proven best practices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

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..

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.

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.

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..