As the platform owner, responsible for leading the delivery of capabilities on the ServiceNow platform, which underpin Pearson’s global software delivery processes, as well as the enterprise business processes that support HR, IT, Security Office, Finance, Legal, Facilities etc. Led complete re-platforming of the ServiceNow environment across 5 products to reduce technical debt and enable modern, advanced capabilities. Implemeted Predictive routing to reduce manual triage and reliance on Service Desk. Oversight of the development, support, and architecture of the platform with a globally dispersed team. Stakeholder Management; working with product owners and other stakeholders across the platform (ITSM, HR, etc.) to build relationships and establish the ServiceNow product roadmap, delivering increasing capabilities and value, aligned with stakeholder needs.

ServiceNow Platform Owner at a Fortune 500 company with over 80,000 users. Owned and managed all aspects (technical & non-technical) of the ServiceNow platform, lead the Agile development process for all ServiceNow products (ITSM, ITBM, ITOM, SecOps, GRC, HR), coordinate all development activity on the platform. Responsible for managing the development & support teams, contracted resources, and vendor partners. Platform Product Owner for the 5 environments, and I still enjoy development work as much as time allows.Led the initial implementation of ServiceNow at Advance, rolling out ITSM, and ITOM, as well as later implementing Service Portal, GRC, SecOps, ITBM, and HR. Configured and implemented Virtual Agent w/ NLU, Mobile Applications, and Predictive Intelligence. Established and oversee our governance & operating model for ServiceNow, establishing & leading 3 governance bodies (technical, demand, and strategy). Established a Citizen Developer program allowing individuals outside of the development team to perform low/no code development in scoped applications thus producing faster time to market on deliverables and career growth opportunities for individuals interested in development.

Developer and Team Lead for our ServiceNow development team. Certified ITIL Expert and Scrum Master. Specializing in Service Catalog, Request Fulfillment, Incident Management, Team Development, Scrum Methodology, Change Management, Agile Development, Problem Management, Knowledge Management, Service Management, and general platform maintenance, security, and administration. Also support management in day to day personnel oversight, serve as the primary expert resource for the development team, and oversee release/sprint planning through deployment.

Developer on our ServiceNow platform. Certified ITIL Expert and Scrum Master. Specializing in Service Catalog, Request Fulfillment, Incident Management, Team Development, Scrum Methodology, Change Management, Agile Development, Problem Management, Knowledge Management, Service Management, and general platform maintenance, security, and administration.