Steven Hill Email & Phone Number

Tulsa, Oklahoma Area

- Managed the ServiceNow development lifecycle for baseline and custom applications, leading strategic planning, road-mapping, design, development, testing, and deployment.- Worked alongside department leads to gather business requirements and create specifications.- Partnered with consultants to build an employee self-service UI used by 3,500 employees to.

- Oversaw the launch of ServiceNow and development of custom applications including incident response, technical support, a service catalog, and knowledge base used by 8,500+ employees.- Trained and coached team of 3 IT analysts on ServiceNow capabilities and new functionality to improve team productivity.

Tulsa, Oklahoma Area

- Led the ServiceNow implementation for The Williams Companies before being hired directly by the company to define and execute the ServiceNow roadmap with a 20-person IT team.

- Managed IT Service operations with a 9-person team, ensuring the highest level of service quality by establishing service baselines, coaching staff, and partnering with the CIO on capacity planning.- Led the development and administration of the new ServiceNow IT management system to handle incidents, change management, and projects.

- Managed IT inventory, procurement, disposal plans, and refresh cycles with a $200k budget.

- Provided software and hardware support for 500+ faculty and staff via phone and in-person.

- Provided hardware phone support for 6,000 NAPA stores nationwide to resolve hardware system issues with a mean-time-to-response of 5 minutes and mean-time-to-resolution of 24 hours.- Guided store managers through the installation of operating systems, internal components, and peripherals to reduce downtime and ensure each store’s operational readiness.

- Acted as liaison between technicians and network fix agents, preparing troubleshooting procedures, training staff on new products, and analyzing patterns for escalation and resolution.