For more than 20 years, I have served as an IT Service Management Project Manager, Business Process Analyst, practitioner, advocate, trainer, and consultant, certified at many levels of ITIL and ServiceNow. My career spans 30 years in IT overall, with a primary focus on IT Infrastructure Project Management. I hold certifications in many of the leading IT governance frameworks and, more importantly, have the experience to weave them together — delivering greater value.

As a ServiceNow Business Process Analyst, I help customers develop, modify, and optimize their existing service management practices, recognizing that not every ServiceNow feature can — or should — be implemented on day one. Using a workshop-driven approach, I translate raw stakeholder input into BPMN diagrams that model the current-state business process, then iterate toward a future-state (“to-be”) flow that leverages ServiceNow’s capabilities while honoring business requirements and industry best practices. I partner with customers to build a phased product implementation roadmap aligned to their business objectives, and I participate in project and platform governance meetings to ensure alignment across functions and organizational towers. I champion ServiceNow best practices using the Now Create methodology and artifacts.

As a Technical Project Manager, I successfully deployed ServiceNow’s Strategic Portfolio Management suite — encompassing Project Management, Resource Management, and Program Management. I designed and executed a phased implementation roadmap that allowed the organization to gradually adopt the automation and visibility benefits of the SPM platform without disrupting ongoing operations.

As an Instructional Designer, I collaborate with process owners to build a training roadmap that follows the process improvement lifecycle. Drawing on 15 years of authoring accredited ITIL courseware, I design customized training programs that mirror each organization’s business processes — adapted from industry best practices and implemented on the ServiceNow platform. I bring a strategy- and value-centric business perspective to Service Management. Two of my greatest strengths are my ability to work collaboratively toward a shared goal and my commitment to knowledge sharing that elevates the people around me. I combine the organizational, communication, and leadership skills required to manage people effectively with a track record of transforming from technologist to business leader through fact-based decision-making and rigorous evaluation of strategic alternatives.