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ServiceNow MSP Architecture Lead Resume Example

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SERVICENOW MSP ARCHITECTURE LEAD
Summary

Seasoned technology leader and accomplished IT Service Management developer and architect with eighteen years professional IT consulting experience. Successful in roles for product support, infrastructure engineering, web and application development, project management and team management. Known for strong and diverse technical knowledge and an ability to communicate and collaborate effectively with client, project and technical teams. Highly proficient in Microsoft server and .Net development technologies, ITIL processes, application and network architecture, development lifecycle management and product management.

Experience
ServiceNow MSP Architecture Lead06/2015 to CurrentAccentureCity , STATE
As a lead technical architect for the Accenture MSP instances of ServiceNow and Remedy, I manage and drive direction and strategy for the Accenture IT Service Management platform.  With over two-hundred of Accenture's corporate clients it is imperative to maintain a sustainable and scalable platform that meets client and industry requirements.  Over the last two years I have successfully managed the deployment of ServiceNow as an MSP offering as well as migrating existing clients from the BMC Remedy MSP platform.  In doing so, I have defined the architecture and development standards as well as acting as a senior development resource.
Role responsibilities include:
Determine strategy and direction of the MSP platform
Manage off-shore and US based development resources
Define processes and best practices for the organization
Determine and analyze client requirements
Facilitate activities with leadership and steering committees 
Act as change advisory board approver
Ensure stability and cost effectiveness for Accenture and our clients
​Provide product expertise in development and architecture
Development Lead, Accenture Methods & Tools02/2010 to 06/2015AccentureCity , STATE

As the development and project lead for portal and web integrated solutions, I work closely with client teams, BA and leadership to define application and project requirements, determine cost and effort, and establish timelines. I also manage both development and support resources as necessary to ensure project tasks remain on target, risks are mitigated, and project status communicated to stakeholders. As an SME and having an extensive background in application development platforms I provide direction on tool conceptual designs and implementation requirements. From a product development perspective, I both facilitate product build activities and can act as a development resource as needed.

Request Fulfillment Lead, Accenture Methods & Tools09/2009 to 02/2010AccentureCity , STATE

As the lead of request fulfillment, I managed fourteen offshore resources and supervised client requests for outsourced tool enhancement. In addition to managing daily work and acting as the primary escalation contact for priority incidents, I worked closely with client teams in a business analyst capacity to determine client requirements and assist in formulating product enhancement requests.

Project Lead, Self-Service Capabilities03/2004 to 08/2009AccentureCity , STATE

As a project lead for web portal self-service development, I was responsible for determining application architecture per client business requirements and working with the various technical teams to perform the build and deployment. As a key subject matter expert and escalation contact I was also required to have in-depth knowledge of web and application development, application integrations (e.g. SOAP, LDAP), infrastructure architecture and configuration of various vendor applications used by our clients.

Architecture Lead, Self-Service Portal01/2001 to 03/2004AccentureCity , STATE

As the Technology and Architecture Lead, I was responsible for designing the technology infrastructure for an enterprise web application which would service Accenture employees, support personnel and Accenture partner organizations. Throughout the product build, I also acted as a key contributor to the development of back-end system integrations and reporting. Post-deployment I remained on the product's management team providing capability enhancement direction, development support and acted as vendor liaison for product enhancements, support escalation and licensing negotiations.

Infrastructure Engineering Analyst10/1999 to 12/2000Andersen ConsultingCity , STATE

The Service Desk Technology Infrastructure team develops, supports and maintains all infrastructure devices and tools used by Andersen's Global Service Desk. Expertise in server management, CRM tools, and CTI was imperative in addition to the ability to develop and customize client side support tools.

Skills

Management: Project Management, Agile Project Deployment, Budget Planning, ITIL Methodology, Team Leadership and Mentoring, Product Lifecycle Management, Product Management, Vendor Management, Reporting and Metric Analysis, SOC compliancy


Development: C#, VB.Net, Visual Basic, T-SQL, XML, JavaScript, VBScript, PERL, HTML, AJAX, Web Services/SOAP, Jelly, AngularJS, SAML


IT Service Management:  Remedy (6/7), SupportSoft, ServiceNow (Fuji/Geneva/Helsinki)


Applications: Visual Studio, Visual Source Safe, Photoshop, Fireworks, Visio, PowerPoint, Project, Excel, Word, CTI/IVR

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Resume Overview

Job Titles Held:

  • ServiceNow MSP Architecture Lead
  • Development Lead, Accenture Methods & Tools
  • Request Fulfillment Lead, Accenture Methods & Tools
  • Project Lead, Self-Service Capabilities
  • Architecture Lead, Self-Service Portal
  • Infrastructure Engineering Analyst

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