Sheila Huynh Email & Phone Number

Santa Clara, CA, US

Santa Clara, CA, US

London, GB

• ServiceNow Global Business Service (GBS) Custom Solution
• Manage GBS workstream in delivery of a custom case management solution to rollout an enterprise Service Management platform for shared services across IT, HR, and Finance

London, GB

• ServiceNow Governance, Risk, and Compliance (GRC)
• Delivered implementation of Vendor Risk Management (VRM) to establish an Enterprise Supply Chain Risk Management (eSCRM) program to identity and reduce potential risks associated with third party relationships
• Developed as managed service offered to agencies and their entities to assess vendors during the supply chain lifecycle (procurement through monitoring and termination)ServiceNow Service Catalog Redesign
• Delivered rationalization of existing Service Catalog to rollout a dedicated service portal to a set of users from a joint venture arrangement
• Responsible for service catalog rationalization, workflow automation, service portal design, and knowledge management ServiceNow Governance, Risk, Compliance (GRC)
• Delivered implementation of Vendor Risk Management (VRM) to assess, monitor, and manage risk exposure from third-party relationships

Mclean, VA, US

• ServiceNow Information Technology Business Management (ITBM)—Department of Labor ServiceNow Development Lead
• Developed end-to-end implementation of Project Portfolio Suite (PPS) to stand up Project Management Office with ITBM tool for large-scale migration from legacy system
• Managed software build release from project initiation through production deployment, involving packaging code, data migration, and deployment strategy
• Managed technical schedule with cross-functional teams to set expectations and manage dependencies
• Led development team, ensuring software quality standards in accordance with the project vision
• Conducted PPS demos to non-technical client, leveraging technical and business acumen to communicate technical capabilities and limitations

Mclean, VA, US

• ServiceNow Information Technology Service Management (ITSM)—Department of Veterans Affairs ServiceNow Developer, Business Analyst and Tester
• Ensure traceability of requirements by mapping tasks to Performance Work Statement
• Developed and tested requirements for Initial Operating Capability (IOC) milestone
• Created regression and QA testing reports, ensuring product quality while meeting project deadlines
• Trained clients and staff on test process and ServiceNow platform
• Wrote internal weekly status report in OneDrive, creating a central repository for organizational referenceCustomer Relationship Management (CRM) Veterans Crisis Line (VCL)—Department of Veterans Affairs Business Analyst

Charlottesville, VA, US

• Design, implemented, and tested of web-based, clinical interventions for University of Virginia School of Medicine
• Rebuilt and launched new homepage for the Center of Behavioral Health and Technology with HTML, CSS, and JavaScript

• Conducted website content management and updates, improving organization’s web presence
• Administrated user accounts and email database
• Provided help desk support to end-users and clients, troubleshooting issues and request

Reston, VA, US

• Developed a web service for RASMAS, a web-based management service, with a user-friendly and responsive interface
• Implemented AI software with the text mining algorithm, topic modeling, and vector space algorithm, latent semantic indexing, to automate data entry verification
• Developed RESTful APIs with Flask to communicate between the front-end and back-end using Spring framework