Benjamin Wilk Email & Phone Number

Fairfax, Virginia, US

Vienna, VA, US

• Lead developer in proof-of-concept model for the complete overhaul of IRS ServiceNow knowledge base, including streamlined categories, in-depth article review, along with a refined review system.
• Subject matter expert in the implementation of advanced work assignment within ServiceNow. This includes research and best practices, assignment grouping, metrics and KPIs, and changes moving forward.
• Provide insights, best practices, and guidance to the IRS UNS team, optimizing their ServiceNow instance for enhanced efficiency and effectiveness.
• Regularly produce communication sent to the entire IRS organization, outlining upcoming upgrades and changes to the ServiceNow environment.
• Collaborated with teammates, writing and editing proposals for additional government work. Working as a subject matter expert to provide well informed documentation to organizations requesting support.

Fairfax, VA, US

• Key member in the development and preparation of the release of ServiceNow at National Institute of Mental Health by actively contributing to development efforts and ensuring timely completion of tasks.
• Led the transition from SharePoint and JIRA to ServiceNow's knowledge management module, including standing up the knowledge base, regularly communicating with stakeholders, and providing best practice insights.
• Streamlined workflows in ServiceNow by creating script includes, client scripts, and business rules. Including the retrieval of high-risk country data via API, eliminating manual processes.
• Primary contributor in the conversion and implementation of approximately 30 user-friendly ServiceNow catalog items, using ServiceNow Studio. Applying best practices and designing intuitive frontends and flows.
• Collaborated with colleagues and stakeholders to produce high-quality deliverables, adhering to agile development methodologies and meeting project timelines, including the creation of custom tables.

Saint Louis, MO, US

• Led the ServiceNow upgrade project from Rome to San Diego, including cloning, coordinating system changes, facilitating testing, and scheduling upgrades with ServiceNow HI. Ensuring smooth transition and minimal.
• Played a critical role in testing and defect reporting during two major upgrades of the ServiceNow environment in production, leveraging expertise to identify issues and propose solutions.
• Demonstrated ability to identify and document system issues, troubleshoot, develop effective solutions, and test and implement system-wide changes in ServiceNow production environment.
• Acted as a subject matter expert in on-call scheduling and surveys within ServiceNow, providing expert guidance and support to colleagues and stakeholders, resulting in improved efficiency and service quality.
• Produced comprehensive knowledge base articles for technicians and end-users, resulting in a significant reduction in the number of tickets created and improved end-user experience.
• Led meetings as a subject matter expert, collaborating with teammates and end-users to provide troubleshooting assistance, offer guidance, and share best practices within the ServiceNow platform, resulting in improved.

Saint Louis, MO, US

Detroit, MI, US

Southfield, Michigan, US