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GARY KING

@garyking

Lead Business Analyst at SMCI / Milestone Technologies, shaping ServiceNow AI workflows and ITSM requirements.

At SMCI / Milestone Technologies, I conduct ServiceNow discovery and requirements definition across ITSM and CMDB workstreams. I also help stakeholders shape use cases and guardrails for Now Assist and Virtual Agent AI capabilities.

At Subaru of America (via FirstPro Inc.), I owned process redesign for core ITSM processes and served as Platform Lead for ServiceNow modules and upgrades. I transformed innovation intake and discovery, reducing discovery timelines by 35%, and delivered a virtual training program for 300+ IT team members.

I developed assessment and requirements-traceability methods that connect evidence and findings to recommendations, implementation decisions, UAT, and outcome verification. Earlier, in commercial leadership roles, I helped deliver sales growth and profitability improvements, including scaling Coastal Corporation's retail operations from 0 to 1,700 locations.

Experience

Work history, roles, and key accomplishments

Current

Lead Business Analyst

Current

SMCI / Milestone Technologies

Jun 2026 - Present (5 months)

Conducting ServiceNow discovery and requirements definition across multiple workstreams, coordinating communication between client stakeholders and development teams, and leading adoption of ServiceNow AI capabilities.

ServiceNow ITSM CMDB Discovery Requirements Definition Stakeholder Management Organizational Change Management Now Assist Virtual Agent

Lead Business Analyst – ServiceNow, IT Governance

Subaru of America

Jun 2019 - Oct 2025 (6 years 4 months)

Chaired the Change Advisory Board, led process redesign for core ITSM processes, and served as Scrum Master for Agile delivery of ServiceNow enhancements and platform upgrades.

ServiceNow ITSM ITIL Change Management CAB Scrum Master Agile UAT Requirements Gathering Process Redesign Test Automation Framework Training

ServiceNow Business Analyst

ATOS IT Solutions

Oct 2017 - Jun 2019 (1 year 8 months)

Led project management for a client-facing London platform upgrade, administered a domain-separated ServiceNow instance, and executed testing and production promotions.

ServiceNow ITSM Incident Management Problem Management Change Management Service Catalog SLA Knowledge Release Management Asset Management CMDB CMS Reporting Agile Scrum Testing

ServiceNow Business Analyst – Global Strategic Programs Office

Chubb (ACE) Insurance

Sep 2015 - Jul 2017 (1 year 10 months)

Led the successful launch of ServiceNow Japan, established release governance, and redesigned the Service Request Catalog and portal user experience.

ServiceNow ITSM Incident Management Problem Management Change Management CMDB Service Catalog ESS Portals Jira Release Governance Global Support UX

Global Director of Sales and Marketing

Westlake Plastics

Reversed a five-year performance decline, delivering 24% sales growth and a 33% increase in profitability by shifting focus to the Medical Implant market.

Sales Strategy Marketing Strategy Market Expansion Pricing Optimization Product Launch Strategic Planning

Vice President of Sales and Operations

Coastal Corporation

Pioneered the retail division as its first employee, architecting a national expansion strategy and scaling operations from 0 to 1,700 retail locations.

Sales Strategy Operations Management Business Development Acquisition Store Design Pricing Strategy vendor negotiation Budgeting Human Resources

Profit Center Manager

Laird Plastics

Reversed a 40% profitability decline, implementing operational and sales strategies that elevated the location to top performance among 52 centers nationwide within one year.

Operations Management Sales Strategy Leadership Development Profitability Improvement