ServiceNow Platform Owner specializing in Customer Service Management (CSM) leading a global team of 15 (and growing) process owners, developers, analysts and managers who are responsible for implementing and optimizing ServiceNow solutions to enhance customer service operations. Proven track record in leading cross-functional teams, streamlining workflows, and driving digital transformation initiatives. Adept at leveraging ServiceNow capabilities to improve customer satisfaction, reduce operational costs, and increase efficiency. Committed to delivering innovative solutions that align with business goals and customer needs while remaining focused on continuous improvement and implementing ITIL best practices.Results-driven Operational Excellence professional with real-world experience in optimizing processes and driving continuous improvement initiatives. Leveraging Six Sigma DMAIC and Four Disciplines of Execution (4DX) methodologies, project management, and performance analytics to enhance efficiency, reduce costs, and improve quality. Proven ability to lead cross-functional teams, develop strategic plans, and implement best practices. Strong analytical and problem-solving skills, dedicated to fostering a culture of operational excellence and achieving sustainable business growth within our hosting environment.

Responsible for the successful delivery of all Sunrise Community Care clients, development of Sunrise implementation methodology (processes and assets) and other business operations procedures for the Professional Services organization.

*Provide Project Management Services to various clients throughout North America and abroad

*Oversight of PIH Health’s portfolio of clinical projects (including Sunrise Clinical Manager Acute Electronic Health Record, TouchWorks Ambulatory Electronic Health Record, Follow My Health Patient Portal, dbMotion Health Information Exchange, and Care Manager)*Managed five direct reports including one Sr. Project Manager, three Assoc. Project Managers and a Project Analyst

*Development of and active participation in process improvement team (revision of PMO templates and workflows)*Held a PMO Team Lead position with oversight of and responsibility for three contracted Project Managers and the project portfolio of the newly acquired hospital (construction, clinical, business and strategic projects)

Management of IS projects for healthcare at Presbyterian Intercommunity Hospital, Whittier.

*Ran daily reports and liaised between staff and directors*Conducted market research, fielded queries, answered questions, and resolved client issues*Ensured clear communication between clients and staff and acted as liaison*Entered new jobs into the E-Valuers database and assigned them to property valuers (appraisers)*Provided price quotes for new jobs to clients when appropriate*Managed staff attendance and boardroom usage

*Worked directly under the Department Head (organized meetings, prepared, edited and revised legal documents)*Conducted research and prepared graphs and presentations for various projects for partners within the firm*Analyzed annual HR budget for annual review*Managed the firm’s overseas and consultants payrolls*Trained two new staff members on the payroll process and department procedures*Prepared an extensive training manual of my own accord for my successor; it is still used for training purposes*Project manager for The London Festival entry for the department (planned, organized and executed entry)*Developed a comprehensive understanding of SAP for Human Resources through hands-on experience