SUMMARY:

My goal is to seek out and seize opportunities to create disruptive shifts in markets, organizations, and processes by leveraging my passions to improve, to create, and to apply best fit technologies to solve business problems.

PROFESSIONAL EXPERIENCE:

Confidential

Sr. Solutions Consultant

Responsibilities:

• Sales Support
• ServiceNow Subject Matter Expert
• ServiceNow Strategy and Solutions Architect
• Creation and presentation of ‘Proof of Concepts (POCs)’
• Marketing Support
• Creation of Intellectual Property (IP) content and applications
• Deliver/Demonstration of IP content and applications in Whitepapers, Webinars, and during Live Events
• Participating multiple ServiceNow User Groups
• Professional Service Delivery
• Project Implementation Lead, providing continuity from the Sales cycle through Project/Services delivery
• ServiceNow Solutions and Technical Architect
• Creation of ‘Proof of Concepts (POCs)’ and Solution Prototypes
• Configuration of ServiceNow

Confidential

HCM/HRIS Program Manager

Responsibilities:

• Served as the Product Manager for an internal HRNow initiative, which has been focused on delivering a broad set of functionality and applications to the HR organization.
• The objective of this initiative has been to automate and streamline a number of HR processes and functions, in order to gain measures of efficiency.
• Served as ‘lead’ and/or ‘coach’ in the process of practically identifying, defining, and documenting the functional needs of the systems implemented as part of several overlapping phases of the HRNow initiative.
• Self Service
• Knowledge Management
• Service Automation
• Contingent Worker Management
• Compensation Analysis and Planning (a custom application on the ServiceNow platform)

Support Account Manager

Confidential

Responsibilities:

• Engaged and worked closely with Customer contacts to identify and understand their business strategies, objectives, challenges, and IT landscape.
• Studied diligently in order to maintain an understanding of ServiceNow applications and platform, features and benefits, and how they might specifically be applied uniquely to each Customer’s strategic objectives and needs.
• Coordinated efforts involving all necessary individuals, teams, and departments to ensure timely resolution of Incidents and Problems, while carefully balancing the Customer’s voice and corporate account objectives.
• Provided a ‘high - touch’ support experience to our largest and most strategic customers by delivering both proactive and reactive services, as well as being the central point of contact for support-related requests.
• Prepared, scheduled and provided regular communications to the Customer by conducting Service Reviews, which provided operational summaries and drove status updates on open, high-priority Incidents.
• Worked with the customer on special projects, such as deployments and upgrades to ensure that the customer experienced as little an interruption of service as possible, that the activities were well rehearsed, and that the outcomes were well known and easily verifiable.
• Served as the escalation point for each Customer’s critical issues.

Customer Success Manager

Confidential

Responsibilities:

• Established a Confidential relationship with the Customer with the objectives of establishing and building credibility and confidence, and ensuring the their overall satisfaction with our products and services.
• Drove adoption and ensured our customers realized measurable value from ServiceNow products and services.
• Identified and remained abreast of all strategic initiatives within the Customer account helping to promote the most effective application and deployment of ServiceNow products and services in order to solve identified business challenges.
• Continually educated the customer and partner resources on ServiceNow best practices across strategies, people, processes, technologies and governance and worked with them to ensure that the best practices were being leveraged.
• Collaboratively developed Road Maps and drove action plans to implement ServiceNow solutions where functional gaps existed within the Customer’s IT Landscape, including where system replacement of legacy solutions was possible, plausible, and a value-add.
• Developed and maintained strong relationships with all levels within the account, while building credibility through timely action and responsiveness.
• Strove to be the Customer’s Champion by being a dedicated resource specifically focused on helping the Customers become successful and to fully realize the long-term value of the ServiceNow solution.
• Regularly reported on performance by proactively conducting strategic account reviews with all business champions and executive sponsors, subsequently driving required actions to increase adoption and utilization.
• Worked closely with ServiceNow Sales and Services teams to ensure that opportunities for expansion are identified and pursued.

Confidential

Process & Solution Architect

Responsibilities:

• Served as the Process Owner for all ITIL processes, mentoring all Processes Managers in providing leadership and guidance in our shared tasks of defining, designing, and implementing ITIL-based processes in a phased and orchestrated manner.
• Held responsibility and accountability for SOX compliance as it involved IT Operations Change Management, and IT Security and Identity Management.
• Analyzed the IT Operations business to develop a prioritized Road Map and a phased delivery plan.
• Analyzed the HR organizational processes with the goal of utilizing the ServiceNow platform in implementing a comprehensive HR Service Management solution.
• Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
• Evaluated, selected, configured/developed, and deployed ServiceNow as our ITSM Toolset. The applications and components deployed were:
• Knowledge Base
• Service Catalog
• Service Desk and Incident Management
• Project Portfolio Management
• Release v2 and SDLC (Scrum Process)
• Change Management
• IT Governance, Risk and Compliance
• Configuration and CMDB
• Discovery and MID Service
• Single-Signon via LDAP integration