Jeff Knox Email and Phone Number

• Responsible for development and execution of the change management (OCM) plan for the IT Business Management implementation of ServiceNow at a large health insurance provider• Developing and enhancing training materials for ITBM implementation to include corporate branding, quick reference guides, video-based training, and training delivery

• Accountable for project delivery and oversight of eCommerce projects and ongoing support/maintenance requests

• Client-facing project manager was accountable for program management and business analysis of strategic customer projects• Manage client communication and project delivery including coordination of resources and schedule with internal teams to ensure smooth project delivery

• Accountable for the program management of the ServiceNow work stream at McDonald's• Manage a multi-vendor team and allocate resources to the project portfolio. Ensure that projects are prioritized and aligned with strategy and delivered on time and under budget• Lead weekly customer and stakeholder meetings including program status, daily stand-ups, and consumer forums which showcase various ServiceNow topics• Developed guidelines and standards for managing projects and resources using the Project Portfolio Management application within ServiceNow• Managing projects and deliverables against key initiatives including implementation of Project Portfolio Management, Service Portal, and Service Mapping• Drafted technical materials and documentation for team members and staff

• Accountable for the global product management of the ServiceNow platform.• Managed platform upgrade from Eureka to Helsinki. Accountable for OCM, stakeholder engagement, and vendor management. The upgrade project was delivered successfully and on schedule with no impact on business-critical processes.• Ownership of the enhancement backlog including requests from the business, new projects, and coordination with the development team. Led review and prioritization of enhancements with insight from a steering committee.• Defined and developed governance and review process around the platform including release management activities.• Enhanced self-service capabilities and improvements through the service portal to deliver a consistent end-user experience.• Vendor management activities; negotiating and managing costs for projects, ongoing support, enhancements, and relationship management.• Driving key and global stakeholder engagement of the platform. Accomplished this through communications and establishing ongoing meeting cadence to gain alignment on strategic and global initiatives.

• Enabled collaboration in the global IT organization through the use of social networks and the SharePoint platform.• Developed SharePoint sites and templates, created digital assets, gathered requirements, provided mock-ups, developed and delivered end-user training which increased adoption.• Community Manager for the global IT departmental social network at Kellogg. Was a change agent for the launch of the platform which required the development of training assets, planning, and hosting launch events.

• Accountable for the data migration efforts from a legacy ERP system to support the implementation of the Microsoft Dynamics AX platform. Identified data conversion improvements and simplified processes to reduce overall data conversion time by 60%.• Installed and configured multiple Dynamics AX environments for development, testing, configuration, and conversion activities. • Supported and maintained a SharePoint 2010 environment. Developed custom forms in InfoPath to support business and process needs. •Facilitated requirement sessions with end-users for reports to be developed using Microsoft SQL Server Reporting Services.

• Developed North American sales portal for PepsiCo bottling organization to be used as a centralized communication channel containing selling, promotion, and product information.• Created web application for the sales organization to maintain sales and promotional information. Eliminated manual data entry and improved forecast accuracy from 70 to 90 percent.• Increased SharePoint site owner community from 10 users to over 200 to support functional areas within Pepsi. Accomplished this through training and hands-on activities.• Designed and executed a security governance strategy to address security concerns identified in the SharePoint/intranet environment.

• Developed web application for external and internal customers to view reports. Eliminated manual work efforts to generate and deliver reports. • Accountable for project management activities including creation of project plans, managing activities/tasks against the plan, and coordination with other IT departments and business areas. • Developed VRU (Voice Response Unit) applications for customer self-service, communication, customer retention, and intelligence-based routing functionality.