Rich Pfeufer Email & Phone Number

Remote

Remote

Accountable for ServiceNow Platform globally, including strategy, support, development, and contract management. Manage small team that supports and develops on ServiceNow. Provides leadership and direction for ITSM program globally. Collaborates with IT service and process owners focusing on Incident, Problem, Request, Change, Asset, and CMDB. Works with.

• Provided leadership and direction for ITSM program globally. Delivered new framework for measuring, reporting, monitoring, and improving IT services. Worked with IT teams and vendors focusing on service improvements.
• Delivered a mature Service Level Management capability worldwide by standardizing SLA’s and reports allowing easier analysis of teams’ performance throughout the organization
• Developed and deployed 100+ reports/dashboards in ServiceNow providing real-time visibility into performance, KPI and metrics. Identified areas of improvement, which reduced incident backlog by 18%
• Helped design and develop several ServiceNow enhancements (Check-in app, Employee Onboarding, Alternate SMS), which streamlined work and improved customer experience

• Managed up to 25 employees and 42 contractors delivering production support from onsite and remote locations for 500+ applications. Managed $18MM annual budget including monthly rolling estimates.
• Reduced number of high-priority incidents each year by setting clear annual objectives for the team and bringing relentless focus on efficiency and continuous improvement
• Provided coaching and development sessions with employees throughout the year to ensure they met their objectives
• Eliminated low-value support contracts which reduced costs by $2MM
• Developed operational reports to measure team performance. Identified recurring incident trends and developed solutions to reduce incident volume
• Monitored vendor performance to ensure compliance with contracted service levels

• Managed team of 9 employees and 28 contractors delivering application support services to business clients in the Customer, Finance, and Corporate groups.
• Maintained current support levels while reducing team size
• Stabilized problem applications and fostered strong relationships with business clients to improve customer satisfaction
• Revamped production support turnover processes to improve support of new applications

• Managed Global Data Synchronization (GDS) implementation projects in Italy, Belgium, Netherlands, Great Britain and Mexico.
• Gathered business requirements and helped design system changes necessary to extend Coke’s GDS application to meet global needs
• Established test procedures, performance benchmarks, and worked with engineering team to improve overall performance and usability of the GDS application

• Led a 6-member team providing support to the GS1 community of 3.6K companies.
• Evaluated call / case volume metrics to identify training or documentation needs
• Provided coaching, goal setting and team building to keep employees engaged and ensure highest levels of customer satisfaction
• Monitored system availability to ensure maximum system uptime

Resolved support issues that required an in-depth understanding of technical solutions as well as an insight to the customer's business model, processes, and technologies. Worked closely with the development and operations teams to troubleshoot high-priority issues.Developed the GS1 GDSN training program for Suppliers, Retailers, and Development Partners..