PROCESS & SOLUTION ARCHITECTURE

I always tell my clients that the technology is the easy part of any implementation and I truly believe it, especially when leveraging a platform like ServiceNow. It’s really important to spend time (upfront) on your processes (and People!!). Your implementation will not be a success if you don’t invest in tidying up your workflow, remove legacy steps (i.e. “we’ve always done it this way”) and challenge any non-value added activities. Process work will also help you better understand how you will measure your performance and the value the process brings to the business. 

I have a passion for helping my clients uncover opportunities to eliminate waste and redundancy in their processes. With my extensive technical understanding of the platform and data model, I can help identify where there are best practices built into the platform that can help fast-track process definition and also help clients adapt and align their processes when appropriate. 

EXECUTIVE ADVISORY

Having a roadmap is key to realizing the value of your ServiceNow investment. It’s critical for having conversations at all levels of the organization, about what’s important. A roadmap also can keep you aligned to organizational objectives. Having a clear vision of what you want to accomplish also helps your ServiceNow team remain hyper-focused on the work that will drive the outcomes tied to your roadmap.

Because of the versatility of the platform, it is easy to limit the backlog to low-hanging fruit but that’s not always the work that will drive the most value to the organization as a whole. There will always be a healthy backlog of work if you’re continually executing and refreshing your roadmap. 

I can help facilitate roadmap discussions and help put it into action! 

DESIGN & DEVELOPMENT

I have been working on the ServiceNow platform since its early days in 2009. I started as a customer and fell in love with the platform and have been working in the space ever since. I’ve built custom apps from requirements, to design, all the way through development cycle. I like to work with agile teams but at the very least work in an iterative model to drive value quickly once requirements and design are understood.

I can facilitate requirements workshops to solicit requirements and work those requirements into a solution design which includes working with Product / Process owners on acceptance criteria for their user stories.

IMPLEMENTATION SUPPORT & GUIDANCE

I have over ten years of implementation experience with ServiceNow partners and as an independent consultant. I have led technical teams executing on complex technical solutions. I was a certified trainer and love mentoring new ServiceNow administrators and developers to help build a strong and confident team that will continue to be good stewards of the platform for their organizations.

I am happy to work in concert with your current system integrator or augment your current team. 

CERTIFICATIONS & EDUCATION

  • System Admin (CSA)
  • Application Developer (CAD)
  • Implementation Specialist – SPM
  • Implementation Specialist – HAM
  • ITSM Suite (Certified Implementation Specialist + Microcerts)
  • CSM Suite (Certified Implementation Specialist + Microcerts)
  • MASTER of BUSINESS ADMIN (MBA) Augsburg University (2007)
  • BACHELOR’S DEGREE, AMERICAN STUDIES University of MN, Twin Cities (2001)

Recent projects / Engagements

Multi-national Quick Service Restaurant chain – April 2022-Present 

Platform architect, Business Process Consultant (ITSM & CSM)

Technology Consulting Firm October 2021-Present

Architect / Developer (ITBM/SPM, HRSD, ITSM, PA)

Global Financial and Insurance Services February 2022-February 2023

Platform Advisory Services, ITSM Implementation 

RECENT ENGAGEMENTS