Leadership Responsibilities - • Serve as a role model by exemplifying professional behavior, language, skills, and attire in order to promptly and accurately serve the needs of stakeholders, members, and their families. • Build and maintain a strong functional team through effective recruiting, training, performance management, coaching, team building, and succession planning. • Develop and maintain a positive relationship with funders, donors, policymakers, colleagues, and anyone else who would have an impact on the life of the organization. • Translate strategy into actionable goals for performance and growth. • Implement performance management, operating planning, and goal setting. • Oversee employee productivity, building a highly inclusive culture ensuring team members thrive and organizational outcomes are met. • Represent the company as required, including attendance at important functions, industry events, and public meetings. Company Performance Responsibilities - • Evaluating the success of the company in reaching its goals. • Provide vision and plan strategies consistent with the company’s mission, values, and resources in collaboration with staff and the Board of Directors. • Offer suggestions and develop solutions to help promote effective and efficient work processes and innovative programs. • Prepare annual budgets, complete risk analysis on potential investments, and advise the Board of Directors with regard to investment risk and return. • Strong understanding of corporate finance and performance management principles. • Develop and implement an annual strategic plan, including measurable goals and objectives, time frames, and staffing plans.

Market and Research for product Ideation and DemandProduct planning and feature roadmappingFinancial modeling and planning for products and services. Marketing and Sales material development and message planning. New Market and Go to Market strategy and planning. Software Development Lifecycle design and governance and implementationLead and manage product teamsSupport for Corp Strategy, Financial Operations, Delivery Operations, and business planning and development. Support of tasks and initiatives of the Board and Csuite to deliver priorities and activities as needed.

Responsible to oversee the Solution Architecture, Solution Consultant, and Business Process roles. Responsible for managing and aligning products and services offered by Volteo to our customers with a focus on achievable and repeatable high value outcomes.Support of all Sales activities through market research, messaging, and enablement of new services or capabilities.

Provide subject matter expertise, act as technical product advocate, design, develop and implement ITIL processes, ITSM, ITAM, SACM, Knowledge, Demand and Release Management modules within ServiceNow platform.Implement technology specific best practices and standards.Researches and evaluates alternative solutions and recommends the most efficient and cost effective solutionsProposes data model, design changes to processes and products, exerts significant latitude in determining objectives of an assignment.Translates requirements into functional and technical requirementsDesigns and develops extensions to Service Now data model in support of requirements towards CMDB, SACM and other modules.Reviews and refines designs for usability, reviews testing scenarios and refines test cases, to ensure applications quality and works with users to review test results to ensure they meet expected results.Support and coordinate scheduling and execution of releases, product upgrades, new technology deployments.Evaluation new features and produce comprehensive analysis and recommendations.Perform and participate in product roadmap planning.Produces and maintains detailed system documentation including design specs, maintenance, troubleshooting, deployment, disaster recovery, technotes, and testing, etc.

HDI is the professional association for IT service & support professionals. As a Local Chapter, we provide networking, fun, and learning to our community to supplement fantastic HDI resources including industry research, professional certifications, and two national conferences.

• Chair of the Service-Now Utah User group working with Service-Now to coordinate user group meetings, activities and events. • Helps support the community by assisting with content questions, talking with various organizations that are interested in exploring Service-Now and its functionality and how it might apply to their business needs.• Promotes involvement and participation within the community including the community forums.

• Manage a team of professionals providing IT Service Management (ITSM) Process Normalization and ITSM Software as a Service (ITSM SaaS). Day to day management of the Service Now Development team including; development specialists, Portfolio managers, and Product Owners.• Practice Total Contact Ownership for all (ITSM) Services related issues to ensure a high degree of customer satisfaction.• Develop a performance measurements framework and facilitate feedback system to team members in order to continually improve service and encourage ongoing professional development in the following areas: customer service, communication, and technical skills• Participate in the development of interdepartmental service level agreements (SLA) and ongoing management of service level compliance.• Participate and facilitate the development of the IT Service Management (ITSM) Services interfaces. Including dashboards and other reporting tools. Ensure the designs are user friendly, information is easy to find and access and alert/notifications are designed for maximum coverage of the services provided. Support and function as backup for Service-Now architecture and design.• The IT Service Management (ITSM) Services Manager will assist the Executive IT Leadership by developing and updating various applications and software products, including documentation, as well as strategic plans, briefings, and reporting documents. He or she will • Manage & coordinate the development of new software tools and applications, by working directly with internal customers and various stakeholders and business units.• Responsible for cultivating beneficial relationships with and between other IT Service Management (ITSM) Service providers with a focus on utilizing the Service-Desk as the IT Single Point of Contact (SPoC) and Operational Level Agreements (OLA’s) to facilitate cooperation and collaboration on IT Incidents, projects, requests and other IT Processes.

• Manager of the Service-Desk and Desktop Services teams supporting 1500 users at over 160 locations across the US.• Manager of the LOS Administration team responsible for all controls, enhancements and custom development. • Manager of the Identity and Access Management Team who ensure all identities are created, updated, and maintained correctly. Responsible for meeting all compliance and regulation requirements proper documentation and audit logs.• Manages the IT hardware budget and reconciles all accounting issues.• Responsible for rapid restoration of IT Services, hardware and software, as well as timely request fulfillment, while delivering world class customer services as well as proactive implementation of fixes through patch management and other ITIL best practices. • ITIL Service Matter Expert and lead ITIL Specialist.• Responsible for architecting tool sets used by various IT and none IT Operation and Support teams. • Responsible for creating process and procedures for end to end support function across multiple teams and departments.• Responsible for designing policy and procedure for all ITIL Life Cycles• Responsible for designing and implementing Service-Now modules for all ITIL process and life cycles. Also responsible for identifying, defining, building and implementing all Service Operation and Service Transition Key Performance Indicators. Other responsibilities: • Service-Now SME that works closely with the Service-Now Development team to create both ITSM Applications used by IT as well as custom applications used by the business for any Case Management needs.• Responsible for mentoring and training Service-Now product owners. • Lead Service-Now developer for all ITSM/ITIL based applications and modules using Kanban/Scrum agile development methodologies. • Lead Service-Now Architect• Chairs the Utah Service Now User Group

• Manager of the Service-Desk and Desktop Services teams supporting 1500 users at over 160 locations across the US.• Manager of the IT Procurement team ensuring all IT Purchases are tracked and billed to the correct group.• Manager of the LOS Administration team responsible for all controls, enhancements and custom development. • Manager of the Identity and Access Management Team who ensure all identities are created, updated, and maintained correctly. Responsible for meeting all compliance and regulation requirements proper documentation and audit logs.• Maintain, track and manage all IT Desktop Hardware including Desktops, Laptops, Cell Phones, Peripherals• Manage and maintain a stock room of IT Supplies so that computers can be same-day replaced or repaired• Manages the IT hardware budget and reconciles all accounting issues.• Responsible for upgrading ISP and Telecom service providers for all branches• Responsible for meeting all SLA’s set for Service Desk performance• Responsible for rapid restoration of IT Services, hardware and software, as well as timely request fulfillment, while delivering world class customer services as well as proactive implementation of fixes through patch management and other ITIL best practices. • ITIL SME • Strong understanding of Service-Desk and Call Center metrics and reporting. Other responsibilities: • Service-Now SME that works closely with the Service-Now Development team to create both ITSM Applications used by IT as well as custom applications used by the business for any Case Management needs.• Lease Service-Now developer for all ITSM/ITIL based applications and modules using Kanban/Scrum agile development methodologies. • Lead Service-Now Architect• Chairs the Utah Service Now User Group

Primary Responsibilities: *Manager of the Service-Desk and Desktop Services, and IAM teams supporting 1500 users at over 160 locations across the US.*Responsible for rapid restoration of IT Services, hardware and software, as well as timely request fulfillment, while delivering world class customer services as well as proactive implementation of fixes through patch management and other ITIL best practices. *ITIL SME Other responsibilities: *Implemented Service-Now and oversees the architecture and design of Service-Now modules using Kanban/Scrum agile development methodologies. *Lead Service-Now Developer*Co-Chairs the Utah Service Now User Group

*Manage a Global Service Desk using a follow the sun model. 6 people staffed in the US and 3 Globally(LATAM, APAC, and EU) *Service Desk duties include all first and some second level technical support, user provisioning, network monitoring, assisting field services and training for Service-Now. *Change Manager*Incident Manager, *All Service-Now administration and Development