Architected ServiceNow CMDB, focusing on data integrity and secure integrations for a global multi-technical services leader.

• CMDB Population: Used standard methods (SGC, Discovery) and strong Identification & Reconciliation rules to populate the CMDB.
• CMDB Management: Set up a governance model, RACI, and lifecycle rules, all aligned with the CSDM framework.
• CMDB Health: Established key metrics for data quality: Completeness, Compliance, and Correctness.
• Process Impact: Revised process guides; analyzed and reduced the impact of CMDB changes on related ITSM processes.
• CMDB Design Authority: Headed CMDB committees, handled meeting materials and notes, and ensured all actions were completed.
• GenAI Design: Architected a conversational AI solution with Azure OpenAI to log incidents through the ServiceNow REST API.

Context: ServiceNow (ITSM, ITOM, HRSD, App Engine, SPM), GenAI, Jira.

Improved IT Service Management processes for a leading global luxury brand.

• Continuous Improvement: Led weekly committees, created presentations, aligned global stakeholders, and recorded clear action items.
• Knowledge Management: Connected knowledge base articles to the CMDB, refined approval workflows, and updated process documentation.
• Incident Management: Studied incident data, identified user and support team issues, and improved processes for both IT and retail.

Context: ServiceNow (ITSM, ITOM, CSM, HRSD, App Engine), Jira

Resolved CMDB audit issues for an international bank, meeting strict regulatory and security standards.

• Project Leadership: Managed the CMDB roadmap, backlog, and deployments. Led project committees and all agile ceremonies.
• Stakeholder Engagement: Provided regular updates to steering committees, ensuring transparency and alignment with key goals.
• Architecture Development: Designed the technical and functional architecture for Ivanti's ITSM, CMDB, and Discovery tools.
• CMDB Integration: Handled data exchange, API integration, and data cleansing. Deployed discovery for network, mobile, and server assets.
• ITSM Tool Upgrade: Coordinated the complete upgrade of the ITSM tool.

Context: Ivanti (ITSM, CMDB, Discovery), Jira

Founded and led a ServiceNow Center of Excellence to manage the platform and deliver projects meeting stakeholder needs.

• Strategic Leadership: Defined the ServiceNow roadmap, aligned projects with business goals, and managed stakeholder communications.
• Team & Vendor Management: Led diverse teams, ran agile ceremonies, managed backlogs and budgets, and oversaw vendor relations.
• Project Management: Managed ITSM, ITBM, and ITOM projects, including integrations, architecture reviews, and platform upgrades.
• Training & Metrics: Created training programs, led workshops, defined KPIs, and reported on performance and ROI.

Context: ServiceNow (ITSM, ITOM, CMP, ITBM), Jira

Supported a major IT transformation program, balancing operational tasks with healthcare and GxP quality standards.

• Catalog Management: Simplified the service catalog by creating unified templates and a streamlined self-service model.
• CMDB Enhancement: Improved the CMDB through better modeling and data quality. Created a custom tool for CI searches.
• Cloud Integration: Coordinated Azure and ServiceNow integration using Ansible, automating CMDB updates.
• Service Level Management: Defined SLAs and OLAs for business apps, infrastructure, and workplace services.
• Reporting: Developed reports to track key ITSM performance metrics.

Context: ServiceNow (ITSM, ITOM, CMP, ITBM), Jira

Enhanced CRM for payment terminals by delivering a custom ServiceNow app on time, on budget, and to quality standards.

• Project Management: Oversaw all project planning, team coordination, resource allocation, and stakeholder communication.
• Solution Design: Analyzed business needs to design a custom CRM application in ServiceNow.
• Build & Deployment: Supervised the build, testing, and deployment, including training and post-launch support.

Context: ServiceNow (App Engine)

Improved service management in the African market by migrating legacy systems to ServiceNow.

• Project & Engagement Management: Managed the ServiceNow migration, handling stakeholder communication, workshops, and risk.
• Gap Analysis & Migration Planning: Led gap analysis workshops and defined the strategy for data and interface migration.
• Resource & Financial Management: Handled all resource sourcing, budget control, and financial tracking for the project.
• Change Management & Communication: Drove user adoption through targeted change initiatives, training, and communication.

Context: ServiceNow (ITSM, Performance Analytics)

Boosted IT visibility and incident response by deploying ServiceNow ITOM.

• Project & Engagement Management: Led the ITOM Discovery deployment, managing stakeholders, risks, budget, and timelines.
• Resource & Financial Management: Managed project resources, finances, and backlog, effectively using professional services.
• Leadership & Integration: Supervised ITOM configuration and integration, working with security to secure network access.
• Implementation: Managed testing and deployment to ensure a smooth rollout with minimal disruption.

Context: ServiceNow (ITOM Discovery & Event Management)

Automated employee onboarding and offboarding by integrating SAP SuccessFactors with ServiceNow HRSD.

• Project Leadership: Directed the integration of SAP SuccessFactors and ServiceNow HRSD for automated onboarding.
• Scoping, Design & Implementation: Defined automation goals, gathered requirements, and managed the full design and build process.
• Resource & Financial Management: Oversaw all project resources, financial tracking, backlog, and budget control.
• Quality Assurance & Deployment: Managed all testing, the final rollout, and training for the HR team.

Context: ServiceNow (HRSD), SAP SuccessFactors

Secured IT environments by deploying BeyondTrust to improve access control, remote security, and support.

• Project Leadership: Led the BeyondTrust deployment, defining scope and coordinating with professional services.
• Resource & Financial Management: Managed project resources and finances, and optimized use of BeyondTrust professional services.
• Execution & Monitoring: Oversaw the deployment, tracked progress, and ensured quality with minimal disruption.

Context: BeyondTrust (Privilege Management, Remote Access, Remote Support)

Ensured GDPR compliance by customizing and deploying ServiceNow GRC.

• Project Leadership: Directed the ServiceNow GRC customization, managing the plan, risks, and stakeholder meetings.
• Resource & Financial Management: Managed onsite and offshore teams, billing, budget, and project backlog.
• Design, Testing & Reporting: Oversaw GRC customization from design to testing, reporting to stakeholders on compliance.

Context: ServiceNow (GRC)

Optimized ITSM processes by migrating to HP Service Manager and deploying HP uCMDB for better data and lifecycle management.

• Legacy Tool Migration: Managed the migration to HP Service Manager, from RFP creation to stakeholder engagement.
• CMDB Update via Discovery: Set up automated CMDB updates with HP uCMDB to manage technology obsolescence.
• Change Management Release: Deployed a new change management release, handling everything from analysis to user training.
• Communication & Change: Led communication campaigns and secured a new training contract with the client.

Context: HP (Service Manager, uCMDB, Quality Center)

Standardized global ITSM by deploying HP Service Manager, migrating local tools to one central platform.

• Global ITSM Tool Migration: Managed the rollout of HP Service Manager, creating a standard deployment method.
• Data Migration: Supervised an offshore team to ensure data quality during the migration to the new global tool.
• Process Documentation: Documented ITIL processes, pinpointed areas for improvement, and enhanced IT workflows.
• Change Management: Drove user adoption by developing training programs and managing communications.

Context: HP (Service Manager, Quality Center).

Enabled Engie's ITSM independence post-separation by migrating and segregating data, plus providing ongoing maintenance.

• ITSM Tool Migration: Migrated the ITSM tool to Engie's own platform, handling planning, data transfer, and coordination.
• Application Maintenance: Led a team maintaining HP Service Manager, handling access, reporting, and system enhancements.

Context: HP (Service Manager, Asset Center, Quality Center).

Provided service management for a major program to create an integrated transportation system for Toronto.

• IT Service Management: Managed server access, monitoring, backups, and release schedules for the program.
• Team Leadership: Built and led IT support teams, including offshore units, managing resources and budgets.

Context: Microsoft System Center (SCCM, SCOM, SCVMM, SCSM, DPM).

Refined change management processes while migrating from a legacy system to HP Service Manager.

• Change Management Implementation: Designed and deployed new change management processes using HP Service Manager.
• Training & Support Enablement: Created and delivered training to help local support teams adopt the new processes.

Context: HP Service Manager.

Optimized virtual router deployment using AI-powered algorithms.

• AI Algorithm Development: Developed AI algorithms to efficiently deploy virtual routers on grid computing resources.
• Performance Analysis: Assessed virtual router deployment performance to confirm efficiency gains.

Context: AI algorithms, Virtualization, Grid Computing.