Associate Cio, Service Management Office, Princeton University Office Of Information Technology
CurrentLead transformation initiatives and daily operations with $8.3M budget and 60-person engineering and support teams. During tenure, areas of oversight expanded from 1 to 6 groups. Launched Enterprise Service Management program, establishing ServiceNow in campus technology ecosystem of SaaS / cloud first platforms and creating real time dynamic dashboards for analyzing metrics.Developed multi-year roadmap to scale use of ServiceNow platform from IT to 8 campus units (e.g. finance & treasury, research, public safety) with 1K+ users in 6 years. Built consensus on ServiceNow use from departmental leaders, avoiding costly (~$16M) purchases and implementations of disparate systems. Established university’s first customer engagement strategy for 13 divisions by leveraging metrics to understand needs, design improvements and secure user adoption; influencing increase in customer satisfaction ratings from 4.2 to 4.6 (on a 5-point scale) within 1 year. Mobilized team to support technical needs of 5K+ staff and faculty in transition to remote work during pandemic; developed work continuity support plan and operationalized it within 10 days.Introduced data-driven analysis approach to identify and implement automation solutions for IT help desk. Efforts improved team productivity and customer satisfaction; team served 30% more IT requests from multiple stakeholders with no additional headcount.Led rapid development of applications to support safe return to work process technology used by 20K employees, staff and faculty.Minimized risk for Security, Critical Infrastructure, and Public Health teams through optimizing processes, educating staff on new procedures and improving content knowledge. Initiated and launched service improvement and automation programs for Incident, Change, Service Asset and Configuration, Event, Knowledge and Field Services teams; improved wait time by 25% and decreased major outages by 30%.
