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Transformative Information Technology Leader well versed in winning buy-in and championing change. Subject matter expert in Process Management focused on improving employee productivity through the thoughtful integration of People, Process, Technology, and Partners utilizing a strategic vision to drive global service delivery. A decisive, strategic thinker with a record of effectively building solid relationships to drive organizational change.ITSM and ServiceNow Implementations in many industry verticals:* Airline* Energy* Financial Services* Health Care* Government* Data Center / Managed ServicesSpecialtiesService Management, Process Architect, Strategy and Planning, ITIL Expert, Continual Service Improvement, ITSM Tool Ownership, ITSM Tool Implementation, Configuration Management, IT Governance and Compliance (SOX, PCI, FFIEC), Training and Mentoring, Leadership and Team Building,
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Tech Arch Delivery ManagerAccentureMonument, Co, Us
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Business Process ConsultantServos Nov 2023 - PresentRichmond, Virginia, UsBusiness Process Consultant focused on helping State and Local Government adopt ServiceNow to serve their citizens. Utilizing ServiceNow's Public Sector Digital Services and CreateNow frameworks to define and support citizen services. -
Tech Arch Delivery ManagerAccenture Jul 2022 - Nov 2023Dublin 2, IeLeading clients to great solutions in ServiceNow's IT Service Management (ITSM) and Customer Service Management (CSM) capabilities.- Learning development lead within the CSM Community of Practice- Change Management lead within the ITSM Community of Practice
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Itsm Practice LeadAcorio Jul 2021 - Jun 2022Plano, Texas, UsResponsible for shaping the ITSM Practice, including shaping offerings, enabling sales and delivery teams, and ensuring successful delivery of ITSM products to our customers. -
Senior Business Process ConsultantAcorio Feb 2021 - Jun 2021Plano, Texas, UsHelping our clients embrace Digital Transformation and improving the way people work through the effective use of ServiceNow and established IT Service Management good practices. Delivered more than 10 customer projects achieving an average 4.9 CSAT.Acorio Incident Process Lead responsible for ensuring our guidance on all things Incident Management align with industry frameworks and ServiceNow's approach to them.
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Business Process ConsultantAcorio Sep 2019 - Feb 2021Plano, Texas, UsHelping businesses adopt service management processes on ServiceNow.
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Enterprise Service Management Process ArchitectVisa Jun 2016 - Sep 2019Foster City, California, UsHired into the role of Knowledge Management Process Manager, responded to a rapid change in job function and responsibility to take on the Senior Process Architect role. Responsible for providing end to end delivery of best-practice based Service Management within the ServiceNow tool. Ensure processes deliver the required value to Visa while improving and innovating with a focus on transitioning to predictive and preventative service delivery. Evaluate opportunities to expand the breadth of integrated services beyond IT, including HR, Procurement, and Governance. Lead a globally distributed team responsible for Process Governance and Audit, ServiceNow Demand and Release planning, and requirements gathering and implementation. Key Areas of Focus:• Strategic Planning• Product Ownership• Process Development and Improvement• Compliance and Regulatory• Team Building and Development -
It Service ManagerQep Resources Feb 2012 - Jun 2016Denver, Co, UsDrove organizational service management maturity through communication, training and standard setting for service units. Positioned the QEP IT organization for success by delivering ITIL 2011 grounded processes utilizing tools such as ServiceNow. Engaged business process owners throughout service improvement efforts to ensure post implementation process ownership.• Implemented and managed a new centralized Service Desk built around industry best practices. • As ServiceNow tool owner and ITSM process architect, designed and implemented Incident, Request, Problem, Knowledge and Change Management processes.• Introduced a Service Catalog with a focus on new hire on-boarding utilizing ServiceNow’s workflow functionality, providing a more consistent first week experience for company new hires. • Facilitated Change Advisory Board (CAB) meetings and drove process improvements while ensuring a 98.8% success rate of change during a full ERP system replacement project that resulted in a 150% increase in Change Requests.• Ensured that IT SOX compliance activities were performed on time, completely and accurately. Worked with Internal Audit to reduce the IT control burden by 8% through thoughtful optimization and elimination of 12 unnecessary key controls. -
It Service Management Process ManagerRepublic Airways Holdings, Inc. May 2011 - Feb 2012Indianapolis, In, UsManaged the continuous improvement of ITSM processes for the combined operations of Republic Airways IT. As a member of the Change Advisory Board (CAB), ensured impacts of proposed changes were known prior to changes being authorized. - Reviewed, revamped and led implementation with a cross-functional team of all IT Policies and Standards, filling gaps when found to ensure compliance with PCI DSS and SOX requirements.- Drove the annual Microsoft Licensing True-Up effort to ensure compliance and reduce financial impact. Serve as liaison with the VAR for Microsoft Licensing topics.- Led a consolidation project to simplify from seven vendors for Domain Registration and SSL Certificate Authorities to two vendors for improved administration and savings from volume purchases. -
Configuration Manager - ItilFrontier Airlines Jun 2010 - May 2011Denver, Colorado, UsResponsible for the management of the ITSM tool. Member of the CAB. Developed a Configuration Management Database (CMDB) to improve analysis of proposed change request impacts.- Completed the transition to a unified ITSM tool, ManageEngine ServiceDesk Plus, ensuring that the service needs of the Incident and Change Managers were met. - Instituted a monthly inventory audit of infrastructure assets. Provided a baseline inventory for use with the Configuration Management Database. -
Director Of VolunteersPikes Peak Regional Chapter Of The Project Management Institute Feb 2010 - Nov 2010Responsible for coordinating volunteers for chapter events, meetings, and activities.
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It Systems AnalystAgilent Technologies, Inc. 2007 - 2009Santa Clara, Ca, UsMember of IT Technical Computing Services (TCS) Customer Engagement team serving five global engineering teams and the Colorado Springs site. Served as liaison between TCS and engineering team management, analyzing business and engineering requirements, procedures, and problems to automate or improve existing systems to drive consistent processes throughout the enterprise. -
Systems Administrator/AnalystAgilent Technologies, Inc. 2005 - 2007Santa Clara, Ca, UsMember of Agilent’s Information Technologies (IT) Technical Computing Services (TCS) team providing technical computing solutions to 450 product design engineers, scientists, and manufacturing personnel at the Colorado Springs site. Developed and implemented standards and applications to support business and engineering development requirements on the Microsoft Windows platform in a secure environment.
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Systems AdministratorAgilent Technologies, Inc. 1999 - 2005Santa Clara, Ca, UsMember of Engineering Computing Services team supporting 200 engineers and scientists at HP/Agilent in Colorado Springs providing technical engineering computing solutions. Defined complex computer systems upgrade requirements and managed upgrade projects. Developed and implemented standards and applications to support business and engineering development requirements in an interoperable and secure environment.
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Database AdministratorHp 1998 - 1999Palo Alto, Ca, UsMember of team responsible for supporting statistical collection and analysis tools and systems to support New Product Introduction efforts.
Don Conley Skills
Don Conley Education Details
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Colorado School Of MinesMathematical And Computer Sciences -
Ameriteach
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Colorado Technical University
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Plexent
Frequently Asked Questions about Don Conley
What company does Don Conley work for?
Don Conley works for Accenture
What is Don Conley's role at the current company?
Don Conley's current role is Tech Arch Delivery Manager.
What is Don Conley's email address?
Don Conley's email address is dc****@****rio.com
What is Don Conley's direct phone number?
Don Conley's direct phone number is +130340*****
What schools did Don Conley attend?
Don Conley attended Colorado School Of Mines, Ameriteach, Colorado Technical University, Plexent.
What skills is Don Conley known for?
Don Conley has skills like Itil, It Service Management, It Management, Process Improvement, Vendor Management, Technical Support, Project Management, Windows Server, Information Technology, System Administration, Pmp, Infrastructure.
Who are Don Conley's colleagues?
Don Conley's colleagues are Akshat Patidar, Garima Rai, Saikrishna P, Karan Prasad, Damon Obergfell, Maridel Pantino, Kate Martorillas.
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