Zachary Cox Email and Phone Number

• Provide consultation to clients and prospects on the capabilities and potential applications of the ServiceNow platform. Understand customer requirements and translate them into viable technical solutions. Serve as a trusted advisor to customers, offering guidance and expertise on ServiceNow solutions and implementation strategies.• Collaborate with sales teams to design innovative and effective solutions that leverage ServiceNow products to address customer needs and pain points. Develop detailed solution architectures, including integrations, configurations, and customizations.• Act as a key resource during the sales lifecycle, participating in meetings, presentations, and demonstrations with potential customers. Articulate the value proposition of ServiceNow solutions and tailor demonstrations to showcase relevant features and benefits.• Engage with customers to gather and analyze their business requirements, objectives, and constraints. Understand the customer's IT landscape, existing processes, and pain points to recommend appropriate solutions.• Assist in the development of proposals, statements of work (SOWs), and other presales documentation. Ensure that proposals accurately reflect the technical requirements, scope, and deliverables of the proposed solution.• Work closely with cross-functional teams, including sales, delivery, and operations to ensure alignment and collaboration throughout the presales process. Coordinate with internal stakeholders to address customer requirements and deliver successful outcomes.• Chair our internal proposal review process to ensure all proposals meet our technical, operational and budgetary standards.

• Partnered with clients to understand and refine business processes in various industries/areas including Information Technology, Security Operations, and Custom Applications• Facilitated workshops to educate clients on current platform capability and capture business requirements • Devised maturity modeling to advise clients in tactical planning to reach their enterprise and organization goals• Developed process diagrams to visually represent our client’s future state • Lead Organizational Change sessions (Stakeholder Analysis, Key Messaging, Strategic Communications, etc.) to prepare the client project team and stakeholders for the upcoming change• Devised new processes and strategies to support the Business Process Organization• Determined Business Process staffing needs• Acted as an escalation path for the remediation of individual and team performance concerns• Evaluated candidates and perform interviews for the Business Process Organization• Managed team of 5 Business Analysts

• Promoted and elevated necessary process and Business Analyst responsibility adjustments to maximize implementation and analyst satisfaction• Developed framework for the continuous upkeep and population of standardized templates for streamlined and consistent creation of client-facing documentation that aligned to our content and design standards• Created and trained Business Process teammates on additional methods to capture requirements and standards• Provided Analyst and Process Consultant backfill coverage • Acted as a mentor and guide to all new Analysts• Worked with our Business Process Consultants throughout ServiceNow implementations • Captured business requirements and converted them to user stories • Developed process diagrams to visually represent the client’s future state processes• Prepared training materials and led client fulfiller training sessions to promote successful adoption of the platform

• Conduct and analyze vendor risk assessments to identify implementation and security risks• Gather implementation requirements through in-person, telephone and web-based meetings• Create detailed security briefs that provide high-level technical overviews of proposed implementations and potential security risks• Investigate proposed policy variances and recommend mitigations for risk reduction• Produce weekly reporting using ServiceNow and Microsoft Excel• Participate in potential business and policy framework research• Act as a go-to resource for ServiceNow related inquiries for the Information Security and Privacy Office (ISPO)

• Analyzed data and recommended steps to remediate process and efficiency related concerns across Partners Healthcare Information Systems departments• Developed, troubleshot and maintained ServiceNow based applications and web forms• Created documentation and trained users on the functionality, process, and capabilities for ServiceNow• Moderated and participated in Information Systems public relations focused collaborative meetings and activities • Oversaw the daily work queue for the ITSM developer team

• Act as the point of contact for National Development and all PHS OCC facilities needs• Manage the ConnectedWork OCC program, scheduling, and online reservation site• Work in partnership with Human Resources for purchasing new employee on-boarding equipment• Collaborate with various PHS departments in planning and executing site based events• Purchase and maintain daily office supplies• Assist the IS Facilities Manager in coordinating both off and onsite construction and moves• Conduct weekly payroll for multiple Information Systems departments• Provides back up support for all onsite administrators

• Provided back-up coverage for all other Operation Associate positions in the clinic• Reconciled patient visit and admission information• Greeted and admit patients upon arrival of appointment• Prepared and maintain daily clinical schedule, patient files including supporting documentation• Provided front desk phone support for Pre-Admission patients and staff • Received and transcribed doctors orders for Pre-Admission Testing