Fernando Castro Email and Phone Number
Los Angeles, CA, US
Fernando Castro's Location
Los Angeles, California, United States, United States
Fernando Castro's Contact Details
Fernando Castro work email
- Valid
- Valid
Fernando Castro personal email
n/a
About Fernando Castro
+10 years in ServiceNow and 5 in CIWF. High energetic and UX/CX framework evangelist. Leader/main stakeholder of Customer Workflows (CSM, FSM and Industry Workflows) portfolio of offerings for the ServiceNow Partner of the Year 2021. Developed innovative and best in class practices to take the best advantage of ServiceNow’s suite of capabilities, while working with other workflow programs (Creator, Employee and Technology) to extend this workflow beyond Customer Service only solutions. I enjoy leading the hundreds of art of the possible sessions with client executives and enabling a teams pre-sales and sales executives at CDW; quadrupling the size of deals signed. I’ve consulted with around 10% of ServiceNow’s CSM global clients base. ESG driven. Previous this, I led as Sr Business Process Advisor, Certified NowLearning Trainer and Solutions Architect based on passionate, collaborative and comprehensive implementation workshops with global clients discussing people, process and tools. Further back in DXC I was the Lead Solution Architect for cross-functional service management and digital workplace support services (named as leader in both market share and independent industry ratings at a time) creating contextual and innovative digital transformation journeys via data analysis, design thinking, enterprise/market insights, agile methodologies and repeating bet practices to provide a cohesive and resilient framework.• Won over a $2B USD in deals across several industries, clients and over 50 countries inclusive of ITx and CX platforms (ServiceNow, Salesforce, HPSM, Jira) within a year• Achieved Year over Year sales quarterly targets due gained trust and partnership from clients based on sales support and technical expertise. • Led multiple teams across the world in order to respond sales opportunities (RFP/RFIs) within tight timelines, different time zones and technology offerings (Service Desk, Site Support, ITx and CSM) to come together in creating a feasible, end to end, innovative and price-sensitive solution to global client’s issues.• Expertise and experience on over 100 solutions and collaborated with multiple top consulting firms (Accenture, McKinsey, PWC, E&Y).
Fernando Castro's Current Company Details
Servicenow
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Sr Product Manager for ServiceNow CRM AI
Los Angeles, CA, US
- Website:
- servicenow.com
- Employees:
- 32886
Fernando Castro Work Experience Details
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Sr Product Manager For Servicenow Crm AiServicenowLos Angeles, Ca, Us
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Ciwf Principal Product Success ArchitectServicenow Aug 2023 - PresentSanta Clara, Ca, UsA single point of connection to the latest Customer & Industry Workflows best practices, enhancements, and innovations:• Strategic expertise from strategy development to ongoing operation of customer solutions, showcased in roadshow events like Knowledge, World Forums, Live on SN webinars and Summits (including lab creation and execution)• Drive ServiceNow transformation strategy and roadmap to achieve the customer's desired business outcomes. Focus on CIWF Foundational Data Models (CDF, SMF, Install Base and Case Mgmt)• Identify the right implementation plan and partner strategy and education to ensure to accelerate desired outcomes through programs like Product Vanguard and Product Adoption Assessments. Led collaboration efforts on both product capability matrixes (across Industry products) and the adoption / maturity assessments revamps. Key SME reviewer/grader/content provider for ArchX for CIWF program.• Proactive, continual guidance translating technology to use cases, implemented within best practices frameworks: Author of ESM for CX, B2E, Install Base Mgmt / CSDM + CSM, ITSM + CSM, Now Assist for CSM/FSM Process Guides and White papers. SME reviewer for many others (SMF, Case Types, CDM V2, etc)• Close collaboration with service providers to steer the solution toward the best decisions and drive the right business outcomes in strategic accounts globally• Feedback loop to product management teams on existing or new features per customer adoption and utilization• Build appropriate program governance and capabilities to realize program success and drive user adoption.• Use value management to measure digital transformation progress (product capabilities tied to business outcomes and success metrics) through implementation roadmaps tailored for customers
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Servicenow Customer & Industry Workflows Portfolio Manager & Technical ArchitectCdw Nov 2021 - Aug 2023Vernon Hills, Il, UsLeader and Sr product / portfolio manager for strategic activities that define CDW’s point of view and offering (implementation, capability, framework, best practices based on ITIL, UX and Enterprise CX) on ServiceNow’s Customer Workflows (CSM, FSM, TPSM, FSO, TSM, PSDS, etc) products. This includes the business analysis, service development, practice management, portfolio management, sales / pre-sales enablement and financial success of the BU Practice while maintaining a high standard of quality and technical expertise and leadership becoming the main architect and point of contact for the Practice. I oversee and set the direction for programs that enable other Consultants (+50 Solution Architects, BPCs, BAs, TCs, among others) to demonstrate the value of the products they support on the ServiceNow platform. Additionally, I work collaboratively with the Service Delivery managers to build enablement material and train Delivery on process and best practices.Developed a Practice that enables the implementation of CSM, FSM and Industry products (CIWF) based on UX principles such as quantitative and qualitative research, simulations, prototypes, process engineering and best practice implementation guidance focused on user personas, advanced configuration of out of the box functionality and business outcomes.Created an automated CSM and FSM Playbook to scope scalable architectures, specific use cases, unleashing complex data models and implementing with right order of components (inclusive of disabling of not needed features). This connects with the cost model and ROM/SOW preparation. -
Sr Servicenow Business Process LeadCdw Servicenow Solutions Nov 2021 - Apr 2022Designer and lead of customer's journeys within the UX, Enterprise Service Management, ITSM and Customer Service Management Practices, shaping contextual business process and its resultant technical solutions. Proven success at connecting the solution with the impact on an organization's ability to operate with greater efficiency, effectiveness and less risk through business process alignment, engineering, customer journey roadmapping and assessments. Deep knowledge of IT industry trends, best practices and proven success frameworks at various levels of the organization, while developing trusted relationships as an advisor with customers, partners, and peers.
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Ux Product Manager / Platform ArchitectTux Solutions Aug 2019 - Dec 2021New York, New York, UsConsultant agency for businesses looking to build their own digital platforms (websites) based on the principles of design thinking, UX (user experience), market intelligence and custom branding. • Consultant for business architecture, roadmapping and project management.• Approver of UX Designers' wireframes, prototypes, user stories, journey and empathy mapping • Review platform development, design and implementation.• Support and guide organizations on their digital transformation across the Northeast region looking to standardize, digitize and automate their business through the principles of business ITIL, Lean Sigma, Agile, design thinking, user experience, user research and more.• Industry solutions for banking, insurance, technology providers and public sector• Assessment, architecture & design of ITSM, CSM and FSM ServiceNow applications and processes via several partner contracts• Advisor and final approver for business architecture, road-mapping, story-telling and visionary growth. -
Servicenow Sr Enterprise Advisory ConsultantCrossfuze Jan 2021 - Nov 2021Minneapolis, Minnesota, UsConsult, advice, design and align business requirements into best practice processes, architectures, roadmaps and industrialized solutions within the ServiceNow platform (CSM, ITSM, ITOM, ITBM and HRSD).Provided value-based solutions via implementation of the four dimensions of service management for over many accounts (including the biggest project the company has ever sold) within different stages of their journey.• Developed Practice and Center of Excellence artifacts such as:• Updated over 10 Service Packages aligned with latest innovation trends which openednew service pipelines, resulting in 2X revenue.• Standardized “Requirements Gathering Matrix” that turns results into stories and epicsfor easy tracking and efficient, clear solutions that aligns clients’ expectations andimproves communication.• Standardized the Advisory Practice in terms of:“Personalization VS Configuration VS Customization” workshop methodologies and analysis presentations.Full “Train the Trainer” portfolio from scratch and content to be sold to clients, as well as “End User Training” portfolio for the client’s consumers/end users. Professional training content included all the artifacts for Process Design Guides, Platforms & Apps Overview, Lifecycles for all ITSM, PPM and CSM, Hands on Labs and Use Cases handbooks for UAT testing and readiness.Defined Success and Strategic-Value Roadmaps based on strategy and vision, UX principles, building consensus regarding outcomes/benefits and ensuring the designed solution realizes those benefits. -
Sr Servicenow Solutions Consultant & ArchitectWindward Consulting Nov 2020 - Nov 2021Herndon, Virginia, UsServiceNow's ITSM and CSM-based transformation and migration activities for global clients within the fintech, telecommunications (TSM) and manufacturing industries.• Apply Configuration, Incident, Problem, Change, Knowledge Management best-practices and methodologies in the development and implementation of service maps (both business and technical services)• Serve as integral part of organization as a thought leader in applying change management principles to streamline business processes and optimize operational efficiencies and ensure services are performed within established service levels and Key Performance Indicators (KPIs)• Lead workshops with various stakeholders, both technical and non-technical, to understand the dependency and hierarchy of services and applications• Design and implement governance best-practices to maintain the accuracy of the data over time• Develop complex strategies to overcome cultural resistance to process-driven change -
Lead Solutions Consultant For End User SupportDxc Technology May 2016 - Sep 2019Ashburn, Virginia, UsUnderstand, research and analyze complex client requirements and data to create simplified technical and business solutions based on multi-year digital transformation journeys within the Service Management, Customer Service (CRM) and End User Support (Service Desk, Site Support, ITAM, Managed O365, MSFT Products, Workplace) contexts leveraging ServiceNow & SFDC, resulting in higher employee productivity, efficiency, automation & a unique experience based on different workstyles•Resolved latest technology adoption for client employees through design thinking, resulting in customized, configured and industry-aware solutions that provide immediate & long-term ROI to clients within a management of change framework.•Led hundreds of on-site presentations for C and director-level client executives through interactive and creative solution value walks inclusive of: Q&As, innovation labs, live demos, collaboration workshops, due diligence & holistic advisory sessions. This required traveling 50% of the time internationally.•Provided deep market insight, trust partnership, expert leadership and coordination within different landscapes to executive groups for global clients (deals of $100M+) transforming technical requirements into value-based and integrated business solutions using standardized methodologies (ITIL, Agile, Scrum & Lean Six Sigma) and re-usable accelerators finding over 50% of possible efficiencies.•Expert input to top consulting firms such as PWC, Accenture, E&Y and McKinsey. •Owner of time-sensitive solution development such as competitive cost on complex model configurators, blueprint iterations & final design including all resources such as people, processes, contracts, technology and tools (HW, SW & microservice integrations) as well as proper hand off to implementation teams.• Achieved advanced knowledge in digital support solutions such as virtual assistants, augmented reality, proactive/predictive analytics, mobile apps & dynamic portals. -
Infrastructure Support Center Product & Offering ManagerHewlett Packard Enterprise Jul 2013 - Apr 2016Houston, Texas, UsLeader and practice owner of 24x7 critical incident management team across 400 clients through a group of 42 expert to intermediate level employees, monitoring performance to ensure company success within budget and time within several ITSM/CRM platforms (Service Manager, SF.com & ServiceNow) as admin and product owner.The value of the team was to triage key critical incidents and events (P1/2) and managing until service restoration, involving all the appropriate support and account teams across the globe as required. The team also routed over 40K+ monthly tickets to 30 technical capabilities in 300 queues in over 10 different ticketing systems & instances.• Advanced people’s careers and performance through the application of contextual leadership styles, one on one mentoring, multi-layer training and promotion of high-performance and quality values within the team.• Team assessment and program rationalization from 10 different global teams to 1.• Increased key innovation via a dynamic web-form based portal for authorized user lists per client, improving the user experience (vs unstructured email) and making the team more productive, lean and transparent in terms of leveraged billing per client.• Process standardization per ITIL guidelines and proven standards of excellence such as quality, knowledge, training, problem, reporting and workforce management.• Successfully led a focused “escalations to zero” program after dealing with at least 3 daily escalations and 2 “red” clients impacting the client’s satisfaction and retention• Thriving financial health of the program by increasing margins to double digits, achieving efficiencies, increasing by 50% the client portfolio and never missing key SLAs of time to dispatch or to respond. • Supervised +20 successful cross functional client projects & 50 transitions.• OLAs, SLAs, and KPI creation with account teams and clients.• Achieved Top of the “Voice of the Workforce” (employee climate survey) for 3 years. -
Project And Operations Supervisor At Ceo Global Command CenterHp Apr 2013 - Oct 2014Palo Alto, Ca, UsCo-founder and people supervisor of internal critical incident management team that handled telecom, network, site, natural disasters and power outages across all the centers where the GSD (Global Service Desk offering) is located, triggering Business Continuity Plans as required and engaging technical resources on the line until the service is restored.• Internal sale of project to have budget approved and assigned. • ServiceNow Implementation owner and admin• Youngest supervisor in HP Costa Rica, hiring, training and managing a team of 12 employees, 6 in Costa Rica and 6 in Pontiac, MI, USA.• Executive exposure up to the CEO level due to company’s reputation on these events.• Automated executive communications to over 5K account teams and leadership.• Full responsibility of all team management functions such as communications, employee engagement and talent acquisition without additional business support. -
Regional Outage And Asset ManagerHp Oct 2012 - Apr 2013Palo Alto, Ca, UsOwner of regional outage communications, tracking and timely resolution within local SWAT and IT internal teams. Business Continuity Plan creation for each team regarding outages that would affect the service availability to clients within the region. Implemented procedure for agents to work from home in case of outage. Site level asset tracking (mobile and desktop), seat assignments, person ratio, ITO ISO audit compliance reports, new business & account migrations for over 3K employees.
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Agent Experience And Operations LeadHp Jan 2012 - Apr 2013Palo Alto, Ca, UsIncreased levels of staff retention by 20% for 5K employees, country-level participation, employee communication and career growth. Manage logistics of over 24 programs/events that developed skills, empowerment and recognition. Creation of a dynamic internal website with over 30K total visits to enable better communications/newsletters across profiles, sites and leaders across the globe. Brand ambassador and executive clients visits logistics and co-hosting.
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Incident Lifecycle Coordinator For Global Service DeskHp Nov 2011 - Jan 2012Palo Alto, Ca, UsMastership to analyze, report and process high volumes of tickets acting as a tower controller through different ITSM system such as OVSD, HPSM, ServiceNow and BMC Remedy. The main role of Incident Lifecycle Coordinator is to ensure the lifecycle of most tickets logged within the IT capabilities are owned and resolved within the prescribed contractual Standard Levels Agreements HP has with the client by the resolver teams located globally. Queue, contact and alert management are crucial to this day to day via communication techniques such as paging, instant and executive messaging communications.
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Global Service Desk Technical AnalystHp Mar 2010 - Jan 2012Palo Alto, Ca, UsProvided On-line telephone IT technical support to end users on their mobile and desktop platforms. Support consists of high level expertise on standard software application packages and the environments and platforms in which the business operates (desktops, laptops, remote access, messaging, etc). Quickly diagnose triage issues and deliver a high level of customer satisfaction. Assist team with other duties required to maintain the call center operating smoothly.
Fernando Castro Skills
Management
Incident Management
Innovation Management
Team Leadership
Integration
Sales
Automation
New Business Development
Web Content Management
Passionate About Work
Millennials
Customer Service
Employee Engagement
Customer Retention
Os X
It Service Management
Microsoft Office
Iwork
Salesforce.com
Yammer
Avaya Technologies
Logmein
Windows Server
Ticketing Systems
Leadership
Leadership Development
Portfolio Management
Solution Architecture
Enterprise Solution Design
Itil V3 Foundations Certified
Service Desk
Infrastructure
Disaster Recovery
Sla
It Outsourcing
Active Directory
Program Management
Knowledge Management
Process Improvement
Business Strategy
Business Continuity Planning
Problem Management
Executive Level Communication
Project Management
Servers
Virtualization
Ios
Itil
Digital Transformation
Business Development
Digital Strategy
Digital Communication Strategy
Servicenow
Information Technology
Pre Sales
Consulting
Solution Selling
End To End Solutions
Software As A Service
Rfp
Microsoft Excel
Fernando Castro Education Details
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General AssemblyComputer/Information Technology Administration And Management -
Product SchoolProduct Manager
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Indiana University BloomingtonEnterprise Service Management
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Universidad Estatal A Distancia De Costa RicaMarketing Emphasis
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Laurette International UniversitiesInternational Marketing
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Colegio Metodista De Costa RicaHigh School Bachelor
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Saint Francis CollegePrimary School
Frequently Asked Questions about Fernando Castro
What company does Fernando Castro work for?
Fernando Castro works for Servicenow
What is Fernando Castro's role at the current company?
Fernando Castro's current role is Sr Product Manager for ServiceNow CRM AI.
What is Fernando Castro's email address?
Fernando Castro's email address is fernando.castro@hp.com
What schools did Fernando Castro attend?
Fernando Castro attended General Assembly, Product School, Indiana University Bloomington, Universidad Estatal A Distancia De Costa Rica, Laurette International Universities, Colegio Metodista De Costa Rica, Saint Francis College.
What are some of Fernando Castro's interests?
Fernando Castro has interest in Big Believer In Integrity, Os X, Iwork, Powerpoint, Millenial Thinker, Backup And Storage, Wintel, Extra Mile Achiever, Hp Uxapplications, Salesforce.
What skills is Fernando Castro known for?
Fernando Castro has skills like Management, Incident Management, Innovation Management, Team Leadership, Integration, Sales, Automation, New Business Development, Web Content Management, Passionate About Work, Millennials, Customer Service.
Who are Fernando Castro's colleagues?
Fernando Castro's colleagues are Suhas Alavala, Ciarán Mcdermott, Ludovic De La Forest Divonne, Tim Nelson, Ratish Raj, Brijesh Kumar, Margaret Shoptaw.
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