Nicholas L. Email & Phone Number

Dublin 2, IE

Minneapolis, MN, US

• Led an Application Architecture, Delivery and Operations team comprised of 25 direct and dotted line reports consisting of onshore, offshore, and, contractor resources, with footprints in Minneapolis, London, Noida.
• Managed $7MM ServiceNow application licensing budget, $2.5MM operating budget, and over $1MM in annual project spend
• Owned the Ameriprise ServiceNow platform ecosystem, which is one of the largest application footprints in the ServiceNow space, with 3500 IT users and 30,000 employees all utilizing the system for their day to day.
• Owned the Vendor Risk Assurance process, annual Asset Health and Security Assessments, GRC controls, access controls, licensing entitlements, financial compliance exceptions, and procurement and vendor relationships
• Delivery project and life cycle management leader for initiatives to re-tool/re-implement INC, PRB, CHG, and KB applications, bringing the platform back to Out-of-the-Box industry standards; other major implementations.
• Developed and implemented an industry leading Delegated Development training, governance, and support process that allowed for developers and architects from other application team to train and build with the.

Chicago, Illinois, US

• Led a team of 15 direct report ServiceNow consultants ranging from Associate Developer and Process Consultant to Senior Solution Architect and Principal Solutions Architect
• Drove annual team revenues of $3.6MM, consistently hitting annual average utilization of over 100%
• Responsible for the ITSM capability practice consisting of roughly $7MM in annual revenue and an operating budget of budget of $2MM
• Drove annual ServiceNow practice revenues of roughly $19MM with $12MM of margin and Professional Services revenue of $50MM annually with $30MM of margin
• Member of a leadership core that guided the ServiceNow practice to a 40% increase in annual revenue and roughly 30% increase in organizational growth to overall annual revenues of $700MM
• Responsible for building out and leading the first ServiceNow Minnesota based practice for the AHEAD organization; recruiting, hiring, training, mentoring and coaching every member of my team

• Managed a team of direct report ServiceNow consultant developers ranging in title and skill set from junior and associate to principal and senior levels
• Member of a leadership team that managed company’s largest individual SOW of $2.2MM and as a team managed over $3.5MM in total SOWs, as well as helped the company generate total revenues of over $15MM, a 20% increase.
• Managed a team of direct reports, driving annual revenues of roughly $1.3MM, consistently hitting annual average utilization of over 100%
• Held technical, functional, and project leadership roles on customer and internal facing initiatives, delivering on all facets of consulting leadership; including platform and project oversight for Process and Business.
• Delivered leadership initiatives through coaching, high level mentorship, and experiential education to associate and senior level consultants; ensuring positive and value driven results on every aspect of client.
• Delivered high quality scoping, estimating, and technical design for SOW creation

• Member of consulting leadership team, serving as a senior client-facing technical lead consultant with ServiceNow platform design and solution responsibilities supporting multi-module Service Management initiatives
• Provided an annual average of 2500 + hours of client and internally facing work, which led to individual contributions of roughly $250K in revenue and held an average annual utilization of 150%
• Technical leadership responsibilities included design, solution, and estimation of Scrum stories for upcoming sprints, as well as calculate, track, and manage developer velocity and burndown rates to ensure the goals.
• Aligned client and development teams to business strategy, ServiceNow roadmap, and platform governance, while articulating the vision and business value of platform development and utilization
• Agile and Technical Scrum Leadership included: ServiceNow Visual Task Board creation and management, utilization of ServiceNow SDLC and Agile Development Modules, Scrum story and Scrum task generation, Scrum story and.
• Subject matter expert on implementation, configuration, and customization of core ServiceNow ITSM modules including Incident, Problem, Change, Knowledge and Service Catalog, as well as advanced modules including Asset.

Eden Prairie, Minnesota, US

• Member of a Global Service Management team that is immersed in procedures and guidelines of Scrum-based Agile Software Development Methodology, as well as utilizing ITIL best practices
• Coordinated and implemented technical requirements employing ServiceNow Workflows, JavaScript, HTML, XML, Angular.js, SOAP and REST Web Services and ServiceNow Content Management
• Acquired an extensive skill set comprised of the following ServiceNow platform components: UI Policies, Client and Server Side Scripts, Business Rules, Scheduled Jobs, Reporting, Workflows, UI Actions, UI Pages, UI.
• Developed a broad level of experience including: writing, testing, and debugging client-side and server side scripts; creating and managing users, groups, and roles; generating and configuring SLAs and OLAs; preforming.
• Worked closely with Process Analysts, defining and translating customer requirements into technical solutions
• Developed and coordinated the installation of upgrades and service packs, implemented new functionality and enhancements, and provided test criteria, error correction, and solutions to poor system performance

Eden Prairie, Minnesota, US

• Member of a Global IT Service Management team, focusing specifically on the Business Service Management area as well as the owner of the Knowledge Management Process
• Delivered process management solutions through an ITIL best practices lens for Corporate and IT Operational teams seeking to use our Service Now platform (known internally as myQ) as a workload management tool
• Provided process analysis, process decomposition and business process mapping
• Functioned as a project manager, gathering requirements, creating support documentation, providing process analytics, and training for solutions implemented within our Service Now system and supporting technologies
• Conducted process maturity initiatives including process reviews, process improvement, workload management tool enhancement and changes
• Performed process requirements discovery with our customers related to module creation and enhancements within our Service Now platform, then translated that information into technology requirements for our platform.

Eden Prairie, Minnesota, US

• Worked in coordination with Senior IT Leadership, IT Service Management personnel and Service Desk Leadership on process improvement initiatives related to the Global Service Desk function within CH Robinson and.
• Provided statistical, process, and situational analysis to understand improvement opportunities within the Global IT Service Management and Service Desk processes
• Supplied business analysis functions, including the creation of workflow, RACI, and concept diagrams, requirements documentation and testing, gap analysis and use case creation, and coordination of various training.
• Delivered on a variety of project management initiates, including the creation of scope statements and project charters, developed milestones, timelines, and documentation to ensure project timeliness, ran focus.
• Promoted to the Lead Incident Manager of a 24/7 on-call rotation team, overseeing bridge calls for High Priority Incidents; required an extensive understanding of the corporate IT structures and technology in.
• Developed extensive knowledge related IT Service Management process design, implantation, and maturity, as well as the incorporation of best practices for process-related methodologies

Eden Prairie, Minnesota, US

• Member of a 24/7 Service Desk providing support in a global corporate environment, with an internal employee base spanning from North America and South America to Europe and Asia
• Provided technical support for 10,000+ users via a self-service management ticketing portal; troubleshot over 100,000 incoming incidents and service requests annually, while maintaining an average First Contact.
• Participated in a wide variety of High Priority Incident bridge calls, working closely with Incident Managers and 2nd/3rd tier support team personnel to provide critical documentation of incident elements
• Produced technical, process, and training related documentation for the knowledge base in an ongoing effort maximize adherence to internal and ITIL related processes
• Gained an understanding of the IT processes and design methodologies of the IT Service Management team; established a comprehensive understanding of the corporate IT structure and an awareness of how that structure.
• Expanded upon an extensive statistical and research analysis background by developing, as well as maintaining monthly and annual scorecard reports on key performance metrics for all IT teams, managers, and directors.

Minneapolis, MN, US

• Managed Desktop Technology Requests (DTRs) from the analysis and definition of customer requirements through acquisition, approvals, service delivery, and installation
• Introduced and configured new and redeployed PCs, laptops, printers, and other peripherals into the work environment utilizing Microsoft Configuration and Manager Console and SCCM Client Center
• Responsible for hard drive imaging, remote and manual software distribution, network creation and configuration for PCs, printers, laptops, and tablets, within Windows XP and Windows 7 operating system environment
• Completed troubleshooting and diagnostics of hardware/software issues for PCs, laptops, hand-held devices, printers, and scanners
• Critical point person for Allina’s Windows 7 and Office 2010 system-wide rollout, introducing the operating system and software package to over 30,000 devices
• Oversaw the Asset Management process regarding incoming, new, existing, and disposed hardware and software licenses

Bachelor’S Degree, Economics

Bachelor’S Degree, Political Science And Government