Nathan Kelly Email and Phone Number
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As an Advisory Solution Consultant, I work with our customers to help them understand how best to achieve the objectives they’re seeking, and I find them the best solution within our platform. Often, our customers know exactly the technology they want to implement, but sometimes they need assistance with outlining the actual outcome. I help them get specific about what success looks like, and how to measure it, and then get them connected to the right ServiceNow technology to achieve the best result.I enjoy rolling my sleeves up, getting involved and helping our customers solve their biggest problems. My background experience is heavily focused on problem solving, and it’s a passion that’s been at the heart of my career. It’s where I find myself a really good fit. I’m a former IT Service Management specialist who saw how well ServiceNow was capable of solving some of the daily problems I was facing, and that’s when I fell in love with the platform. After that, I knew I wanted to be more involved in this technology. When I’m not living for problem solving, I spend my spare time with my wife and three kids. We’re a soccer family, and my latest hobby is mountain biking. This also utilises my problem solving, but at a much more extreme level where I’m trying to avoid riding off a cliff and crashing!
Servicenow
View- Website:
- servicenow.com
- Employees:
- 13421
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Advisory Solution ConsultantServicenow Oct 2017 - PresentMelbourne, AustraliaIn my current role, I fuse my user experience and my solid problem-solving background to help customers get the most out of the ServiceNow platform. When I joined ServiceNow, I started in professional services implementing ServiceNow for several customers, this hands on experience helps the solutions that I propose today as I understand not only the products and features but also the business change required, the implementation best practices, and different configurations that other customers have used.
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Technical ConsultantServicenow – The Enterprise Cloud Company May 2015 - Sep 2017Melbourne Area, AustraliaLed all technical aspects of project delivery and solution delivery.Provided ITSM, HR and custom process workshops and best practices guidance.Acted as a key technical focal point of the overall implementation project team. Acted as a focal technical lead for Enterprise Service Management project providing guidance and strategic direction for implementationDrove the continuous improvements of implementation methodology and service offerings.Coordinated project and consult across multiple projects, computing platforms, and technologies.Delivered ServiceNow HR custom application solution for a company who hires >10k users a year using this application, with integrations to their HR system (Oracle).Implemented multiple ITSM projectsImplemented several Service Portal and CMS projects including Enterprise Service Management portal, ITSM portals, social communities and HR onboarding checklists.
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Operations Manager - Major Incident And ProblemIbm Jun 2014 - Apr 2015Ballarat Area, AustraliaProvide HR and Operational Management for Service Restoration Managers and Problem Managers within IBM Australia.Act as the Service Line lead for Problem Management to Accounts and Delivery Teams.Drive improvements and alignment to ITIL principles across delivery.Facilitate and drive cross client solutions where applicable.Conduct regular Problem Management Meetings with customers and account teams.Provide leadership in Root Cause Analysis to reduce exposure for clients and Service Levels, across multiple clients and systems.Sell the competency deliverables and grow the business.Escalation point for Major Incident and Problem Management for supported accounts. -
Operations Manager - Problem ManagementIbm Oct 2012 - Jun 2014Ballarat, AustraliaProvide HR and Operational Management for all Problem Managers within IBM Australia.Act as the Service Line lead for Problem Management to Accounts and Delivery Teams.Drive improvements and alignment to ITIL principles across delivery.Facilitate and drive cross client solutions where applicable.Conduct regular Problem Management Meetings with customers and account teams.Provide leadership in Root Cause Analysis to reduce exposure for clients and Service Levels, across multiple clients and systems.Sell the competency deliverables and grow the business.Escalation point for Problem Management for supported accounts.
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Major Incident Review ManagerIbm Mar 2012 - Oct 2012Ballarat, AustraliaPerform reviews at the conclusion of Major Incidents to prevent future Incidents or reduce the risk or exposure of like Incidents.Managing Severity 1 and CRITSIT Incident reviews to completion.Reporting into Problem management competency and Executive focus meetings.Provide MIR recommendations for Preventive Corrective actions across multiple accounts.Collaboration across competencies, accounts & delivery team to drive MIR Actions.Working to reduce Major Incidents cause due to Process, human error & changes.Utilising Kepner-Tregoe Problem Solving Methodolgy
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Quality AnalystIbm Mar 2010 - Sep 2012Ballarat, AustraliaService Line focal for Continuous Improvement across all Service Desks in Australia.Provided Gap Analysis to management team on Mindsets, Behaviors and Capabilities across Service Desks.Provided Gap Analysis on the Operating and Management Systems being utilized by the Service Desk Teams.Ensure Service Desk align to IBM ITUP and ITIL principles.Principles aligned to IBM's Global Delivery Framework and Six Sigma Principles.Creates broadly applicable solutions that are used by pool managers for process improvements in handling reoccurring problems (across accounts, pools, GDFs). Ensures solutions are applied to all clients where applicable.Analyze and interprets financial and business data from Service Desk and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations to take to management/customers.
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Service Co-Ordinator On Westpac Australia AccountIbm Mar 2007 - Mar 2010Ballarat, AustraliaEnsure IBM Values are met to deliver satisfaction to the customer.Communicate with customer, Accounts team, projects team and 3rd party vendors about issues and risks to services; offering solutions and advice where possible.Perform analysis of new work coming into Service Desk; including process development, forecasting of call volumes and FTE effort.Actively participate in Defect Prevention (including identification, analysis and solutioning) Consistently drive continuous improvement in reviewing and improving processes to enable more effective support solutions to the customer.Consistently driving and analysing opportunities for right-to-left push, enabling the Service Desk further and providing further value to the customer.Assist in process change and development with Accounts team, project teams, 3rd party vendors and customer.Complete statistical reporting & analysis on behalf of Account Team for presentation to the client & IBM.Maintain current and up-to-date information in Service Desk documentation.Provide leadership and co-ordinate management of high severity and/or high impact incidents at the Service Desk level, supplying all assistance to delivery teams possible to assist with resolutionHiring, training and continuous improvement of Service Desk team membersSuccessfully met all deliverables set for me during the life of the various projectsSuccessfully achieved all Service Level Agreements I am responsible that are within my means
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Service Desk AnalystIbm Jul 2005 - Mar 2007Ballarat, Australia
Nathan Kelly Skills
Nathan Kelly Education Details
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Information Technology -
Damascus College, Australia
Frequently Asked Questions about Nathan Kelly
What company does Nathan Kelly work for?
Nathan Kelly works for Servicenow
What is Nathan Kelly's role at the current company?
Nathan Kelly's current role is Advisory Solution Consultant at ServiceNow | Telco | Helping customers maximise their employee and customer experiences.
What is Nathan Kelly's email address?
Nathan Kelly's email address is na****@****ond.com
What is Nathan Kelly's direct phone number?
Nathan Kelly's direct phone number is +140850*****
What schools did Nathan Kelly attend?
Nathan Kelly attended Federation University Australia, Damascus College, Australia.
What skills is Nathan Kelly known for?
Nathan Kelly has skills like It Service Management, Itil Certified, Itil Process, Six Sigma, Problem Management, Problem Solving, Kepner Tregoe, Service Desk, Service Improvement, Continuous Improvement, Process Design, Risk Management.
Who are Nathan Kelly's colleagues?
Nathan Kelly's colleagues are Anvit Garg, Priya Patel, Almeen Arif, Qahir Saboor, Varsha H., Grace Chiu, Jessica Sidlowe.
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