Max Hanssen Email & Phone Number

Tweed Heads, New South Wales, Australia

Lead, mentor, and develop a team of technical consultants within the ServiceNow practice. Foster a collaborative and innovative environment, ensuring continuous professional growth and skills enhancement. Conduct regular performance reviews, set clear objectives, and provide ongoing support and guidance to the team.Oversee the delivery of ServiceNow configuration activities, ensuring high technical standards and adherence to best practices. Implement and maintain robust quality assurance processes, conduct code reviews, and ensure thorough testing of solutions. Drive continuous improvement initiatives to enhance the overall quality and efficiency of the development process.Assist in pre-sales activities, including client presentations, statements of work, and solution demonstrations where required. Collaborate with sales teams to define project scope, estimate resources, and develop proposals. Ensure alignment between client expectations and the technical capabilities of the team.Act as a senior member of the practice leadership team, engaging with key stakeholders to understand their needs and provide strategic guidance. Build and maintain strong relationships with clients, partners, and internal teams. Represent the ServiceNow practice in leadership meetings, contributing to the overall strategy and growth of the practice.

Operational LeadMentoring and guiding team members

Run workshops to refine continuous improvement stories related to the ServiceNow PlatformDevelop stories in an agile environmentPlan and run ServiceNow upgrades

Sydney, New South Wales, Australia

Responsible for the overall health & performance of the ServiceNow PlatformLeading a team of ServiceNow Developers and EngineersWorking with Partners on implementations and staff augmentation activitiesWorking with ServiceNow on contract renewals, true ups and product roadmaps

Sydney, New South Wales, Australia

Designing and reviewing new requirements and features based on business needsCreating and/or reviewing various ServiceNow objects, data integrations, and reports using ServiceNow platformProviding technical support to end users and assess problems to determine root causeOverall administration of the ServiceNow instanceSupport and development of the ServiceNow platform, including catalog items, workflows, and integrationsReport results to management, drive the team to meet targets, and escalate issuesDesign, develop, and maintain integration with other applicationsHands-on design, development and deployment experience with the Service-now platform and similar ITSM toolsetsFacilitating the implementation and integration of all modulesFacilitating and test all system updates and configuration changesParticipating in design review with other team membersConfiguration of all application UIs, Workflows and notificationsDelivering detailed design/architecture plans and solution requirements assessment.

Sydney, Australia

• Implementation lead for the Department of Planning and Industry (NSW)• ServiceNow Hackathon 2019 finalist• Participated in the publishing of 3 ServiceNow apps

Brisbane, Australia

• Customer Service Management (CSM)• Knowledge management• API integrations• Product owner• Stakeholder/vendor management

Brisbane, Australia

• Service Portal• Stakeholder management• Vendor management• Project management (agile)• Exceptional customer service

Brisbane, Australia

• ServiceNow Implementations (including the creation of Release Documents) for GRC, PPM, CMDB, Discovery• Creating Solution Designs• ServiceNow Training• Project management• Stakeholder management• Interstate teamwork and collaboration• Exceptional customer service

Brisbane, Australia

• Liaising between stakeholders and development team• Stakeholder management• Requirement gathering skills• Leading software development team (including helping with the development work)• Leading test team (including helping the testing)• Presenting updates/results to the business• Providing ServiceNow training to IT colleagues

Brisbane, Australia

• Service Desk duties• Lead role in testing ServiceNow development and actively participated in development phases• Process Improvement• Team coaching• Trend analysis/reporting• Knowledge Base content creation

Brisbane Cbd, Australia

• Inbound/Outbound calls• Used ServiceNow as ticket management system• Acted as a tester for any new ServiceNow development• Knowledge Base Utilisation • Troubleshooting Methodology• Customer Service Methodology• Remote Assistance and Onsite Support• User Account Management• Systems Monitoring (Maintenance + Escalation)• International Service Desk Coordination• Telephony & Mobile Technology Support• 3rd Party Vendor Engagement

Brisbane, Australia

• Variety of Clients Lives Lived Well Hynes Legal• Inbound and Outbound Calls • SBS Server• Microsoft Server 2003 to 2012• 3rd Party Vendor Engagement• Onsite Assistance• Remote Assistance• Mailbox / Inbox Management• Ticket Queue Management• Microsoft Exchange and Office 365

Brisbane, Australia

• KPI Adherence Targets (Monthly Avg)• Rotating Roster (24x7)• 40+ Inbound Calls / Shift• Multiple Clientso Virgin Australiao Brisbane Airport Corporationo FKP / Mulpha• Outbound Calls• Multiple Ticket System Applications• Multi-System Ticket Queue Management• Knowledge Base Utilisation/Management • Troubleshooting Methodology• Customer Service Methodology• Remote Assistance• Scheduled Reporting• Mailbox / Inbox Management• User Account Management (Multiple Systems x All Clients)• Systems Monitoring (Maintenance + Escalation)• International Service Desk Coordination• Telephony & Mobile Technology Support• 3rd Party Vendor Engagement

Dili, Timor Leste

 Designed VLANs Monitored current network infrastructure and came with ideas on how to improve it General Level 1 support

Brisbane, Australia

Testing new website environment.

Bachelor Of Information Technology, Information Technology

Diploma Of Network Engineering, Information Technology