Heather Wingate Email & Phone Number

Denver, Colorado, United States

ServiceNow Implementation Product Manager for PeaceHealth healthcare organization in Washington, Oregon and Alaska. Helping guide PeaceHealth in their implementation of the ServiceNow platform.

Colorado, United States

Truist Financial Corporation is an American bank holding company headquartered in Charlotte, North Carolina. The company was formed in 2019 as the result of the merger of BB&T and SunTrust Banks. Partnered with Truist Bank (contracted through TEKsystems, LLC) to manage a program implementing Event Management/AIOps on the ServiceNow platform with KPMG as.

Colorado, United States

• CommonSpirit Health (formerly Centura Health in Colorado and Kansas) is the second largest non-profit healthcare organization in the U.S., serving 24 states with 175,000 employees, 158 hospitals, and 2,200 Care Centers.
• Implemented an Agile Product Management practice and showcased its value through the creation of two Agile Release Trains (ARTs), consisting of 6 scrum teams managing 14 products that improved turnaround time for.
• Established a Center of Excellence (COE) to provide guidance, knowledge, and support to other Product Managers within the organization to facilitate moving to an Agile methodology
• Revamped the ServiceNow employee portal, identified significant areas of improvement in outdated tools and processes, reduced 152 antiquated service requests to 45 (70% reduction), and significantly improved the.
• Cultivated strategic organizational relationships with leadership, peers, clinical informaticists, and the IT Project/Program Management Office (PMO) to help the organization adopt transformative changes
• Led the design and planning of a new Employee Center portal to merge the HR/Payroll and IT platforms, as well as creating a new intranet to utilize Google Drive technology versus SharePoint

Colorado, United States

Hewlett Packard Enterprise Company (HPE) is an American multinational information technology providing enterprise cloud services. Partnered with HPE (contracted through TEKsystems, LLC) to define Agile processes for managing the platform, proposed and managed a service catalog improvement effort. This engagement was a short-term contract.

Colorado

• A leading healthcare provider serving 12M+ members with 23,000 physicians, 39 hospitals, and 737 medical offices with revenues of $22B+.Strategic ServiceNow Product Manager with oversight for 3 product owners/3 scrum.
• Managed the execution of a $3M business case for ServiceNow optimization to include the Catalog, Portal, Knowledge Base, Now/Agent mobile app, user experience, foundation data, and request fulfillment
• Strong stakeholder management for memberships, communications, and workshops, working with the CMS Process Improvement Team (PIT), the CMS Process Governance Board (PGB), and all users of the platform
• Implemented the ServiceNow Demand Management module and created an integrated submittal process to address the overwhelming volume of enhancement requests, resulting in improved stakeholder satisfaction and.

San Francisco Bay Area

Partnered with Kaiser Permanente (KP) (contracted through ATR International) to lead a high-profile $4M process improvement project for the CMDB. This engagement was a short-term contract that led to a full-time job with KP.

San Diego, CA

• A leading global security company providing systems, products, and solutions in cybersecurity, C4ISR, logistics, and modernization to government and commercial customers worldwide.QA Team Lead for a Category 1.
• Change and release management for the Bill of Materials configuration (15K parts/per unit) for 300 units deployed over 5+ years.
• Responsible for configuration control and management of over 400 pieces of COTS software, hardware, and associated licenses
• Managed, tracked, and scheduled over 550 Contract document (CDRLs) releases to the customer

San Diego, CA

• Privately held ICW Group provides workers' compensation, surety, commercial property, DIC, and personal and business automobile insurance.Managed all design and updates to the ServiceNow platform, including.
• Presented a custom-built contract management application to the ServiceNow users group designed to manage corporate contract renewals and terminations.

San Diego, CA

• A leading global security company providing systems, products, and solutions in cybersecurity, C4ISR, logistics, and modernization to government and commercial customers worldwide.Guided and supported major programs.
• Demonstrated successful program process startup on several major programs over 3+ years
• Led a Mission Assurance (MA) department initiative for a standard CMMI program start up process
• Conducted internal audits for ISO, CMMI, Functional (FCA) and Physical (PCA) and Test preparation
• Operated as the interim Data/Configuration Management (DM/CM) while continuing Lead QA role
• Provided back-up support for Software Configuration Management (SCM) on over 6 programs

Denver, CO

Coordinated communication and escalation procedures, and managed deployment schedules (MS Project) across five organizations resulting in an effective and successful product deployment Coordinated logistics and documentation for a 24/7 - 2-week product deployment command center

Denver, CO

Accelerated client product launch by three months through streamlining processes, training personnel and managing documentation required under a new corporate-wide IT process methodologyRepresented IT team in a corporate-wide pilot program to facilitate a new process methodologyIdentified process improvements from lessons learned during pilot program.

Louisville, CO

Developed and implemented an ISO 9001 continuous quality document control system to include internal audits Improved site content by creating a process for content owners to update informationCollaborated with multiple departments each quarter to improve website content

Louisville, CO

Improved the customer experience by gathering problem information and timely directing the customer to the appropriate service representativeSupervised up to ten employees in the customer call center and delegated daily tasks

Decreased employee training time by two days, and reduced customer service call time by streamlining all processes and procedures, making them easily accessible to all trainees online, and designed a simplified yet detailed training process