Trusted technical and process advisor to strategic ServiceNow accounts consisting of customers within manufacturing and life sciences. Services provided include pre-sale guidance regarding the alignment of business outcomes with ServiceNow solutions and post-sales consulting to ensure appropriate implementation and usage of capabilities by leveraging ServiceNow best practices and lessons learned from other customers. The outcome of these services is to ensure customers receive the maximum return on their investment in ServiceNow.Additional responsibilities include educating customers about new capabilities offered via ServiceNow family and store releases, commitments regarding the installation of patches and upgrades, and of community resources available to connect with other customers and further expand their knowledge of the ServiceNow platform and best practices.

• Grew ServiceNow platform from 175 users and a single application in 2011 to 18,000 users with 20 applications in use• Developed 10 custom applications on the ServiceNow platform to record and automate budget requests, request project labor estimations, submit travel requests, create architecture review board agendas, track continuous improvement initiatives, and list approved standard changes for teams • Successfully completed four separate contract negotiations with ServiceNow resulting in savings of 20%-30%• Completed 10 business unit cutovers from previous support ticketing systems to ServiceNow platform• Expanded ServiceNow platform to international locations in Canada and the United Kingdom while preserving time zone and date format localization • Eliminated 20 separate systems through consolidation of applications and functions on to the ServiceNow platform• Established and ran internal ITIL Foundation certification training program resulting in 100+ employees becoming certified in ITIL Foundation• Implemented an automation of the employee onboarding process eliminating the manual creation and assignment of related support tasks for 7800 support tickets a year•• Established Employee Self-Service Password Reset portal for 18,000 employees leveraging OKTA APIs, password blacklist and secure logging to audit successful attempts, unsuccessful attempts, and security threats • Consolidated multiple project and portfolio applications across 10 different business units to establish centralized system for project approvals and governance• • Rolled out Employee Self-Service (ESS) portal for all of KAR’s 18,000 employees consisting of two separate catalogs, accessible based on user criteria, and 500 catalog items• Increased velocity of new product features completed for ServiceNow, documented as stories, by 139% between 2017 and 2018 with no increase in team size or outside contractor utilization

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