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About Me

My Experience

CDW — ServiceNow Product Owner

May 2022 - Current

I own two Managed Services instances of ServiceNow and work to identify opportunities for merger in addition to regular Product Owner duties. Those Product Owner duties include: backlog management, stakeholder engagement and cadences, story writing, roadmap exercises, identifying areas of opportunity, reviewing crowd-sourced ideas for enhancements, and other duties as they occur.

CDW — Knowledge Manager

March 2021 - May 2022

I worked with the Managed Services division where I synthesized current knowledge practices to create one governing Knowledge Management Strategy to help CDW better match best practices and prepare for long term growth. I worked with a variety of stakeholders from multiple departments to provide governance and guidance to our coworkers and clients. I additionally edited current documentation to help coworkers bring it up to standard and create new content for coworkers and clients.

CDM Smith — Business Analyst

March 2016 - February 2021

I worked as a technical writer, business analyst, project manager, ServiceNow developer, and SharePoint developer while in this role and always kept a focus on excellent customer, user, and technical documentation. I led multiple initiatives to improve process and workflow within ServiceNow while keeping us or taking us back to out of box functionality. Under my leadership, we both streamlined and reverted to mostly out of box functionality with Change Management, we transitioned HR to using more ServiceNow functionality and assisted with their ownership and strategies, and we made process and quality of life changes to the incident and problem management workflow.

CDM Smith — IT Administrative Assistant

October 2014 - March 2016

I created knowledge base article templates, edited all knowledge base articles, and worked with subject matter experts to develop both end user and technical documentation. There was no knowledge management position when I started this job, so I created the entire knowledge management process based on modules within ServiceNow and according to company policy. The person who replaced me is a Knowledge Manager and follows my initial approval and retirement workflows.

Skills

SCRUM Product Owner
IT Service Management (ITSM)
ServiceNow Administration and Development
SharePoint Workflow Development
Office 365 Suite
Adobe Creative Suite
Communication
Editing & Proofreading
Technical Writing

My Goals

I am at my best when given the opportunity to learn new things. I want to work in a creative environment where I can put my knowledge, writing and editing skills, and problem solving to the test while collaborating with teammates throughout the organization. I work well under pressure and maintain my calm and focus under any circumstances.