I am responsible for bridging the gap between business needs and technical solutions, ensuring that the ServiceNow platform delivers value to the organization.• Develop and communicate a product vision and strategy aligned with business goals and user needs.• Create and maintain a product roadmap, ensuring alignment with the ITSM team and business partners.• Lead the creation of user stories and process maps to support the design and development of ServiceNow solutions.• Work closely with developers and QA to build, test, and verify solutions that meet business requirements. • Facilitate key meetings with internal stakeholders, including requirement sessions, system demos, and user acceptance testing.• Collaborates with Scrum Masters and agile teams to define and prioritize the sprint backlog based on business value and development effort. • Provide ongoing production support, analyzing and resolving system issues in collaboration with the technical team.Achievements: Obtained the Certified ServiceNow Administrator certificateSpearheaded the successful implementation of the Field Service Management module for the Facilities DepartmentEstablished a ServiceNow Center of ExcellenceOklahoma ServiceNow User Group (SNUG) Steering CommitteeDeveloped and coordinated an RFP for a new ServiceNow licensing agreementLed the deployment of a ServiceNow Citizen Developer programView my ServiceNow Resume: https://nowlearning.servicenow.com/lxp/en/pages/nl-public-resume?id=nl_public&user=justinschulz

I support the companies Marketing and Sales organizations by functioning as a liaison between the business line, operations, vendors, and the technical teams to drive customer program deployments, conduct business analysis, manage projects, and resolving complex problems. • Lead high profile key business deliveries, including, market analysis, customer analysis, business cases, business requirements, test plans, procedures, audit remediation, and/or process/product documentation.• I own the business and contractual relationship to nine payment, POS, and managed network vendors, I am responsible for managing $2 billion in payment sales, and indirectly responsible for $9 billion.• I own the responsibility for proposing pricing strategies, developing costs models, market and competitive analysis, and monitoring origination results for all products to ensure the business unit remains competitive and profitable. • Built and currently lead the business unit’s vendor management process which includes strategy to build vendor relationships, schedule business reviews, develop vendor scoresheets, manage SLAs, evaluate performance, mitigate risks, and negotiate contracts. These processes have aided the Business Unit in a 16% net profit increase. • I successfully led a three-phase project which included overseeing all project phases, info gathering, criteria, testing, and implementation. I built and supervised a project team dedicated to implementing the project throughout our branded, unbranded, and aviation customer network. • I successfully led a project to develop and deploy a program across our Branded retailers allowing increased functionality on our POS system. Tasks include gathering requirements, internal and external communications/training, stakeholder reviews, acceptance testing, and execution. The program will have a revenue stream of $600,000/year for the company.

I supported the Marketing and Sales Organization by leading the implementation, deployment, and operations of the company’s new managed service broadband network customer offering. • Liaison between Sales, IT, and other internal business units to improve program deployment and ensure mutual understanding of business processes and user-applications. • Served as single point-of-contact for the company’s biggest customers during a new broadband solution implementation and deployment. • Ensure SLAs and contract requirements are being met by company and third-party vendors. • Maintain a relationship with point of sale and other technology vendors utilized within Phillips 66 network. • I successfully led a client experience team tasked with managing several aspects of the program deployment such as customer communications, program marketing, testing, training, customer pilot, technical support, and program deployment to our Branded retailers. • I led multiple technical improvement projects to improve the company’s retail broadband program, including connectivity failover testing, equipment end-of-life deployments, infrastructure upgrades, installation processes, and PCI security improvements. • Led a Computer Security Intelligence team designed to promote security, and ensure the company scores a compliance checkmark for ongoing data security awareness and training during the PCI-DSS assessment.

Branded marketer and site level support for the retail store network. Provide technical SME leadership to over 30 helpdesk and communication agents. • Provide network support to Phillips 66 branded locations. Supported technology includes VSAT/DSL/Cable, loyalty programs, automatic tank gauge, point of sale application support, and back-office systems. • Managed the company’s network and service provider vendor relationships on technical and operational level. Responsible for gathering any updates or important information that affects the team’s operations.• Solution integrator for integrating technology into Branded retail stores, coordinate internal and external groups to achieve a solution. • I successfully led the onboarding and training of nine Help Desk agents in an eight-week initiative to grow the team quickly due to taking on more call volume. • Salesforce Service Cloud roll out project lead. Involved with an entire Scrum team to plan, develop, and roll out Salesforce service cloud to 70+ users across multiple departments. Ensure the Salesforce service cloud criteria and specifications are met and functioning properly, facilitated all phases of the project using Agile Scrum methodology.

Provide professional and courteous Customer Service to ConocoPhillips Marketers and Dealers in regards to their Fuel Allocations, Supply Management, Network connectivity, credit card acceptance, and Extranet usage support. Respond to customer inquiries over the phone, online networks, and by mail log and research by accessing applicable Downstream systems or escalate to appropriate agentCommunicate with customers to help them understand how to use the product properlyHandle customer problems that appear to arise from the use of the productHandle request for replacing defective parts, communicate with programmers and authors regarding issues and follow up to confirm resolutions are received and testedMaintains appropriate paperwork and records, and required to meet established job performance. targets which include customer service, technical support, productivity and quality standardsMaintain technical proficiency in products and platforms assigned as follows: Software - Reflections, Terminal Services, Windows 2000, Windows XP, MS Office, Internet Explorer, Remedy data base and ticketing system, MS Access. Systems - NWS Conoco & Phillips, NWSA, RMS, BIZLINK, Extranet, Datawarehouse, Lubestream, NGL, Comnet, SAP

Promoted to a special project team dedicated to expanding the company’s IT support teams globally. Worked closely with internal and external vendors to escalate and resolve IT issues for AstraZeneca’s sales team. Strive to achieve proper alignment of IT solutions to the business requirements as well as IT policies and procedures. Career Highlights: Support included 30,000+ users in multiple regions. (Americas, Asia-Pacific, and EMEA) Involved in core team that led a global initiative to migrate the company’s sales team to Windows Vista.  Contribute to IT planning and strategy developments designed to improve performance and meet user needs. Facilitate software and hardware testing, created IT process documentation specific to the company's compliance policies Provide technical training to Level 1 and Level 2 Support.

Work closely with various internal and external departments to provide VPN installation and post installation support for Fortune 500 companies. Career Highlights: Assist customers across the globe with installation, setup, and troubleshooting of VPN networks through broadband connections.  Collaborate with internet service providers and installation teams to provided high level broadband transport support. Utilize strong problem management and root cause analysis skills to reduce down times that cause a costly impact on business operations.

Provided customer service to customers while practicing the four keys to successful selling: Welcome the customer, Make the Sell, Suggest the Sell, Close the Sell. Practice effective communication skills to gain the ability to efficiently provide the customer with their needs. Performed end of the day accounting duties in order to close out the store.