ServiceNow Architect working with clients to streamline work and build engagement between silos in the enterprise. Focused on delivering quantifiable processes and an exceptional user experience to grow adoption and immediately demonstrate value. Working to ensure that each project has an impact outside of its technical scope, especially in DEI and ESG when possible.- For a Fortune 500 financial services client, served as an architect for a project to migrate architectural concepts from disparate tools into ServiceNow.- For a Fortune 500 energy company, provided technical oversight for a project to improve the client’s CMDB coverage and ServiceNow CSDM maturity.- For a Fortune 500 government contractor, oversaw a platform assessment, defined organizational governance plans, and delivered a strategic roadmap to maximize value from SN.-For a Fortune 500 pharmaceutical company, led design and implementation of an assessment framework to rate product risk and create appropriate risk mitigation actions in the IRM module of ServiceNow.-For a Fortune 500 healthcare client, oversaw process design and implementation for ServiceNow Demand Management. Provided Demand Management oversight for all incoming requested changes to the ServiceNow platform.

Working within the ServiceNow practice to provide architectural oversight, coordinate development teams, and deliver flexible solutions with a focus on customer experience.- For a Fortune 500 financial services client, served as architect and lead technical resource over two development teams to deliver the world's first client implementation of the Financial Operations Management module in ServiceNow.- For a Fortune 500 financial services client, provided program and technical management to implement ServiceNow Discovery across all device classes and cloud environments for the company and its acquisitions. Implemented robust reconciliation functionality to coordinate data from out-of-box and custom integrations, enabling the tracking of assets and installed applications from procurement, to imaging and re-imaging, operations, and retirement with license tracking through Software Asset Management.- For a Fortune 500 financial services client, served as a technical architect to overhaul the implementation of the ServiceNow GRC module utilized by the client’s technical risk organization. The focus of this engagement was to remove technical debt, returning the module to a role-based access concept, and removing more than 200 custom columns from tables extending the base platform task table, but also provided efficiencies in mapping framework and policy-based controls for the client and its acquisitions. - For a Fortune 500 financial services client, acted as technical architect and development lead for the implementation of ServiceNow’s Legal Service Delivery module, building a standard entry point to engage the client’s legal organization. ServiceNow was selected to standardize the data model used by the legal technology team, aggregating data from multiple tools via integration and providing a single, auditable repository of the client’s legal activities.

Working within the ServiceNow practice to deliver comprehensive solutions to client challenges across multiple industries.- For a Fortune 500 financial services client, orchestrated multiple development streams as a ServiceNow architect: utilizing in-platform reporting and analytics for executive-facing dashboards, coordinating office of the CIO/CTO service transformation utilizing ServiceNow as the workflow engine, and delivering flexible, comprehensive solutions with a focus on an exemplary customer experience across the ITSM suite.

Remote development, administration, and project management for ServiceNow focusing on Security Operations modules.- Migrated, for a Fortune 500 pharmaceutical client, more than 100 unique catalog items from Salesforce and a legacy instance of ServiceNow to a single instance. Performed comprehensive requirements gathering, generated more than 4,000 unique variables, developed workflows to handle dynamic approvals, and automated fulfillment via integration with Okta.- Completed multiple end-to-end Security Operations deployments, from on-site workshops to coordinate stakeholder requirements, to generation of user stories, technical development and implementation, collaboration with vendors on integrations, and finally coordination of testing, knowledge transfer, and sign-off. Clients included a Fortune 500 technology company, a Canadian higher education institution, and a Fortune 500 insurance firm.

Drove process improvement at multiple clients while occupying multiple operational roles: knowledge manager, desktop architect, and system administrator.- For a Canadian provincial government client, organized multi-team sessions to quantify IT capabilities and produce associated documents. Produced operational manuals for client's IT offerings enabling consumption or operation of these by other provinces.- For a Fortune 500 agricultural client, generated operational manuals for contract workers fulfilling a nationwide migration of more than 6,000 workstations to Windows 7. Designed ServiceNow workflows to empower effort tracking, team scheduling, and client invoicing during this migration. For this same client, served as desktop support for more than 4,000 workstations across the USA - providing centralized hardware support and organizing vendor troubleshooting when necessary. Drove an effort yielding an 80% decrease in delivery lead-time and 20% decrease in cost per workstation via improved vendor process, procurement organization, and logistics. - For a Fortune 500 oil & gas client, drove implementation of a new SCCM environment and proprietary Windows 7 image meeting the needs of local- and Citrix-based applications, as well as quarterly application of OS patches. For this same client, generated comprehensive Tier 1 documentation for applications and hardware, including review, approval, and retirement frameworks in Remedy.

Fulfilled multiple operational roles while working for a Fortune 500 agricultural client on a Tier 1.5 staff-augmented help desk that continually bettered applicable Gartner metrics.- Served as a knowledge manager utilizing SharePoint 2013: making sense of a poorly executed migration from SP2007, designing new approval and retirement workflows, and generating documentation for processes lacking any.- Drove requirements gathering and implementation of an effort to migrate all IT access administration tasks from an old instance of Remedy to ServiceNow, organizing IT, HR, and application teams in on- and off-boarding and ad-hoc request fulfillment.- Drove user acceptance testing and stakeholder participation in all work streams affecting Incident Management and Request Fulfillment within ServiceNow

Comprehensive workforce planning for an outsourced call center providing services to a leading consumer electronics corporation: aligning staff numbers with forecasts, adjusting IVR content for events or outages, and reporting on forecast vs. actual performance to the client. Trained new employees for this client and others at the same call center, drove tool and forecast improvement initiatives, and worked directly with client leadership to ensure an exemplary customer experience was provided.

Handling of inbound technical support, customer retention, and sales calls for a leading consumer electronics corporation at an outsourced call center. Met or exceeded all company and client metrics including average handle time, issue resolution, customer satisfaction, and retention percentage. Contributed to new product testing, vendor-client troubleshooting efforts, and corporate tool improvements. In addition to acting as a mentor during new employee on-boarding, served as a specialized resource to avoid escalations - technical and otherwise.