Nicole Mcfarland Email & Phone Number

Lehi, Utah, Us

Our team works lockstep with the Product Engineering and the Business Development teams. We define and package apps for the Elementum marketplace and create marketing content to enable our sales team to demo and share the value of these offerings. We also design custom applications for our customers and support implementations as needed.

Lehi, Utah, Us

Elementum is the company disrupting the $500B service management industry with the power of SaaS 3.0. The customer success team champions the voice of the customer internally, ensuring customer success and growth with Elementum. Responsibilities include account management, delivery & implementation, strategic roadmapping, training, and program & project management.

Chicago, Illinois, Us

AHEAD builds platforms for digital business. By stitching together advances in Cloud, Automation, Operations, Security, and DevOps, we help clients deliver on the promise of digital transformation.As a Delivery manager, I led a team of process and technical consultants ensuring they had the necessary training, tools and support to deliver exceptional outcomes to customers. We regularly reviewed project outcomes and process artifacts for improvements to further optimize our delivery capabilities and model. I also supported customers and sales by meeting with clients to help scope, document roadmaps, deliver assessments, and SOWs; Billing as a Business Process Architect for Servicenow implementation as needed.o Remote + up to 20% travel

London, London , Gb

Part of the global Authoring team for ITIL 4 Strategist Direct, Plan and Improve book

Johns Creek, Georgia, Us

Hired for my background in IT Service Management, product management and organizational change management. Goals were to streamline IT service delivery, enabling a one-stop-shop for all IT demand. This included the creation of the business case and roadmap for replacing disparate systems and processes including a highly customized 20 year old ticketing and asset management system. Additional goals included aligning IT service management practices and terminology with the industry practices of ITIL, Agile and DevOps and to build an ITSM team and establish a continual improvement culture for the delivery of IT services.Results were securing the funding for ServiceNow and a professional services delivery partner. Deployed a pilot with 250 licensed users within 9 weeks after procurement. Hired process owners and developers and established an ITSM program office. Fully retired the ITSM legacy solution along with the retirement of an homegrown on-call application, a Cisco Prime service catalog, several SharePoint forms, several disparate asset management tools, a niche ServiceNow instance and leveraged APIs to integrate with multiple supporting systems and to automate several manual processes within 2 years. Aligned terminology and defined enterprise practices that are less unique to Macy's and aligned to organizational goals of Agile and DevOps. Defined shift-left strategy and the drift from a tiered support model to a hybrid model with swarming. Resulting in the one-stop shop for all IT needs and a self-service portal, supporting 130k users served by over 2k licensed fulfillers. Prior to leaving Macys, with my finance partners we negotiated a renewal of ServiceNow including training credits for the development and process teams and completed the draft of the 2020 roadmap.o Office - 0% travel

Atlanta, Ga, Us

Served Emory as a consultant at the beginning of their implementation of ServiceNow and trained the user community and IT teams on ITIL and the use of ServiceNow and related ITSM processes. Post implementation, took a full-time position in the Service Management office to help extend the platform and SM culture.Led the onboarding of a resistant application development organization to ServiceNow utilizing ITBM functions (PPM & SDLC), migrating them from Jira. Supported the PMO by conducting gap analyses, creating templates, developing stakeholder plans, and creating WBS (work breakdown structures) for SM tasks. Assisted with the transition from waterfall to Agile project management and served as a scrum master for ServiceNow application development. Developed and owned the Request Fulfillment and Problem processes. Helped grow leaders by facilitating “Strength Essentials” (Marcus Buckingham Company) for high-potential IT managers as part of their leadership academy curricula. Participated in the mentorship program and had a super mentor, VP of Cash & Debt management that helped me better understand the flow of cash and its impact on strategy realization in both private and public organizations. Speaker at the ServiceNow Knowledge12 and Knowledge13 eventso Office with WFH options and 0% travel

Alameda, Ca, Us

Hired to lead the ITSM Education practice. Managed the related P&L and defined the related hiring and growth strategies. Led projects to maintain ITIL courseware and accreditation. Maintained website an authored marketing content and thought leadership. Presented at various industry events and conferences and facilitated ITIL certification courses. Sold services and created profit calculator and templates for SOWs, and other marketing materials. (Note: CCN education was acquired by ThirdSky shortly after I joined ThirdSky so sometimes I combine this experience).o Remote with 10+ % travel

Johannesburg, Gauteng, Za

At CCN I delivered ITIL certification and consulted on Service Management best practices, defining client specific improvement roadmaps and related deliverables. o Remote with 50+ % travel

StrongIntel was a start-up venture among myself and two other partners. Our tagline, "Our niche is IT Security and our mission is to provide your organization strength through intelligent and informed employees." Services included policy/procedure creation and education, penetration testing and audit, engineering and design, etc. When getting promoted in our full-time careers we mutually agreed to dedicate our resources and time to these other pursuits. It was a fun learning experience on the management of a small business.

Hired to improve the availability of product knowledge to our customers to drive additional revenue. Responsible for eliminating customer friction online and in our call-centers resulting in lost opportunities. Filled in for various vacancies and helped interview and train those hired to fill these positions. Created a staffing plan and defined a career path and incentive program to increase the quality of associate engagement.o Office - 0% travel

Us

As an outsourcer/insourcer (BPO/MSP) we helped companies implement Industry Best Practices for IT Support and Delivery. I was hired to deliver ITSM education and to support the creation and implementation of ITSM transformations. Authored training content. responded to RFPs and wrote Statements of Work, sold products and services and project managed a strategic partnership with a staffing partner. o Remote with 50+ % travel

We specialized in oncology software and I helped our healthcare partners to migrate off of legacy systems to our platform for managing front office and back office operations. I captured client specific business and functional needs through surveys, workshops and interviews. Provided programmers with these requirements for the development of a customized platform and helped to test, deploy, and train the client on their solution.o Office with 40+ % travel

Charlotte, North Carolina, Us

Taught 10th grade personal health, Taught 10th grade English summer school