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Denny Jeni Flowers

@dennyjeniflowers

Message

I improve ServiceNow CMDB, CSDM, analytics, and IT operations processes through data modeling and automation.

United States

Message

What I'm looking for

I'm looking to improve ServiceNow CMDB, CSDM, Discovery, Service Mapping, analytics, and IT operations through data modeling, KPI-driven reporting, process improvement, and collaborative requirements discovery.

I've led ServiceNow analytics, CMDB, CSDM, Discovery, and Service Mapping initiatives across Zeek Technologies, Computer Services, Inc., and public-sector environments.

At ZeekTek, I operationalized proactive problem-management monitoring with a ServiceNow Platform Analytics dashboard and KPI thresholds. I modeled CMDB Health KPIs in KPI Composer to connect business goals, targets, and Discovery and Service Mapping measurements.

At CSI, I managed a Service Graph backlog in Azure Boards, mapped external sources to CSDM, and implemented multisource CMDB solutions using REST APIs, XML, JSON, SQL, scripts, business rules, database views, scheduled jobs, and low-code tools. I also replaced the Service Owner Workspace with a custom dashboard and improved visualization loading time through a database view.

I've facilitated requirements workshops, governed project scope, led business analysis for Service Portfolio Management at Disney, and supported ServiceNow implementations for the US Department of Veterans Affairs. My background combines process improvement, KPI modeling, dashboard visualization, and practical ServiceNow platform development.

Experience

Work history, roles, and key accomplishments

Senior Configuration Database Administrator

Zeek Technologies LLC

Mar 2026 - Jun 2026 (3 months)

Operationalized a monitoring and reporting process with a ServiceNow Platform Analytics dashboard to enable proactive problem management using KPI thresholds. Modeled KPIs with ServiceNow KPI Composer to align business goals to critical success factors and measurements for Discovery and Service Mapping.

ServiceNow Platform Analytics KPI Composer Discovery JavaScript

Infrastructure Engineer 2

Computer Services, Inc.

Jul 2023 - Jul 2025 (2 years)

Managed Service Graph product backlog in Azure Boards and collaborated with solution owners to map external data sources to ServiceNow's CSDM. Led a bi-weekly quality team using CMMI v3 to implement an IT Service Portfolio and service requests, and implemented Multisource CMDB solutions using REST APIs, XML/JSON, SQL, scripts, business rules, database views, scheduled jobs, and low-code tools.

ServiceNow CMDB REST APIs XML JSON SQL Business Rules Database View Scheduled Jobs CMDB Query Builder Platform Analytics Pattern Designer Azure Boards CMMI UX Design

Implementation Specialist 2

IDC Technologies

Mar 2023 - Jun 2023 (3 months)

Facilitated workshops for requirements with customer stakeholders and interpreted Statement of Work to govern project scope. Migrated customer's technical services to ServiceNow's CMDB to enable event management.

ServiceNow CMDB Event Management Requirements Gathering Stakeholder Management

Implementation Specialist

LTIMindtree

Mar 2022 - Feb 2023 (11 months)

Managed requirements, epics, and stories as the lead business analyst for implementing Service Portfolio Management at Disney. Added acceptance criteria to stories for developers and aided end users to complete acceptance testing.

ServiceNow Service Portfolios Business Analysis Requirements Management Acceptance Testing

Lead Business Analyst/Process Specialist

Anblicks

Sep 2020 - Feb 2022 (1 year 5 months)

Implemented governance policies and processes to ensure CMDB quality, accessibility, and compliance. Aggregated data for monthly customer report using Excel, PowerQuery, PowerPivot, and VBA.

CMDB Governance Excel Power Query VBA

Business Systems Analyst

Leidos

Sep 2019 - Jun 2020 (9 months)

Facilitated requirements gathering and solutioning for standardizing ServiceNow Foundation data for the US Department of Veterans Affairs enterprise instance. Administered Microsoft SharePoint site for IT Operations and increased document compliance by implementing Nintex workflows and retention periods for records.

ServiceNow Requirements Gathering SharePoint Document Management

Program (Business) Analyst

MSAG

Nov 2014 - Sep 2019 (4 years 10 months)

Facilitated requirements gathering for the migration of CA Technology's Service Desk Manager to ServiceNow at the US Department of Veterans Affairs regional level. Led a pilot to deploy three hundred discovery agents and implemented discovery agent scripts to read attributes needed to support Change, Incident, and Problem Management.

ServiceNow Discovery Requirements Gathering Change Management Incident Management Problem Management