Responsible for the development, administration, and strategic oversight of the ServiceNow platform at the enterprise level. Manage the IT Service Management, Human Resources Service Delivery, and Legal Service Delivery modules, along with multiple custom applications, to optimize service delivery, ensure alignment with company standards, and meet the diverse business needs of various departments. Lead a cross-functional team of software engineers, administrators, and product managers in defining and executing the product strategy and roadmap for Activision Blizzard’s ServiceNow platform.Oversee contingent workers, including business analysts and quality assurance specialists, scaling as necessary to drive self-service automation, analyze platform performance, and continuously improve processes.Cultivate strong relationships with key executives, senior leaders, stakeholders, and external partners.

Owned and supported the successful execution of key IT deliverables across the Activision Blizzard IT Portfolio, including initiatives on ServiceNow platform, while overseeing the Enterprise Application program management team.Delivered high-visibility, strategic initiatives, including the Data Subject Access Request process, intake, and delivery tool for GDPR and CPRA compliance.Led the development and adoption of a Project Delivery Playbook, providing strategic direction and domain expertise to the IT Project Management Office. Worked closely with initiative sponsors to drive progress toward becoming a mature project delivery organization.

Defined the product strategy and roadmap for ServiceNow and other corporate applications at Blizzard Entertainment. Successfully led high-visibility, strategic projects while overseeing the full software development lifecycle. Acted as Program Manager, Product Owner, and Project Manager, driving technology teams through all stages of delivery. Served as the day-to-day Product Owner for both project (Agile) and operational teams.Leveraged the ServiceNow platform to create custom applications, reducing application redundancy and delivering tailored business solutions. Defined, delivered, and supported implementations within Activision Blizzard using ServiceNow, including: Legal SupportDesk (2022): Customized workflows beyond the standard Legal Service Delivery module, such as contract approval routing and contract management extending beyond NDAs.HR Global SupportDesk (2021): Implemented a custom front-end portal supported by the HR ServiceDesk module, featuring To Dos, an Onboarding Portal, and self-service capabilities driven by Knowledge and AI-powered chatbot.IT Global SupportDesk (2020): Expanded IT Service Management from a single company to three companies, leading the team to gather requirements, design, and implement a new portal and service catalog. Analyzed, mapped, and consolidated three ticketing and identity systems into a unified ServiceNow instance.

Managed a team of ServiceDesk agents providing world class IT support for the employees of Blizzard Entertainment.Provided mentorship and career guidance and promoted growth opportunities within the ServiceDesk team.Responsible for representing Blizzard Entertainment client services and end user experience.Utilized ITIL based standard operating procedures and key performance indicators to measure progress and performance.On-call incident manager for corporate IT incidents.

Provided IT support for global Broadcom employees. Responsibilities included responding to request fulfilment and incident management in a +50,000 user environment.