The projects below represent projects I've lead, including scheduling between teams, setting business requirements, communicating updates to a larger organization, and managing testing. Please contact me if you'd like to learn more!
New instance implementation. Two legacy instances with multiple customizations and years of technical debt are being transferred into one new, CSM based instance of ServiceNow. Priority is given to out of box functionality.
Merging two sets of contradictory data into one source of truth for two ServiceNow instances in support of future efforts to combine instances. This involved comprehensive data cleanup and working with cross-functional teams to coordinate timing and efforts.
In depth discovery sessions to identify first steps in a large scale merger project wherein we bring two ServiceNow instances into one new instance. This involved uniting various teams, identification of process owners, and more. The major outcome of this was the identification of recommendations, decision points, and future story backlog items.
Identification and training exercises for new process owners to enable them to better direct future enhancements and feature requests and empower them to truly own their process. After identification and coaching, this involves recurring cadences and touch points to ensure continual improvement.
An in depth look at the tools used by managed services to provide guidance at both a functional how to level and a process and policy level. This strategy involved implementing new processes to ensure quality and migrating the Wiki Media pages into ServiceNow to provide better search capabilities and one source of truth.
A new system of office reservations that checks against how many people are in the office that day. It immediately lets the user know whether they are or are not allowed into the office and whether they need a health screening first. Statistics from this system are used for tracking and analysis. I worked with the developers to design and deploy the system and with the office coordinators to maintain it.
Redesign of the change process used by the business technology department such that it better follows ITIL guidance, is easier to understand, collects better data for predictive analytics, and is more efficient for business technology staff
Emergency build of a fully functioning inventory application for the health and safety team members ordering and shipping PPE; this project lasted four days from concept to deployment and included the inventory application, training sessions, requestor ordering instructions, fulfiller instructions, and technical documentation
Management of a third party vendor in the creation of an entirely new recognition portal and system, including awards, budgeting, and ecards; working in conjunction with HR to create requirements, test, update policies, and write user documentation
The customization, testing, documentation, and deployment of ServiceNow’s Virtual Agent feature across the organization, including workflows and natural language understanding development and documentation
Creation of new forms to automate server related requests using orchestration thereby automating the approval workflow for and creation of new servers; working in conjunction with Cloud Solutions specialists to develop REST APIs and send credentials safely and to document the final product
Document management and approval workflow for in house, state, and tribal approvals on FEMA documentation; working in conjunction with FEMA engineering staff to address all concerns and develop final internal and client documentation