Martha Springsteen

I translate technical complexity into clarity, confidence, and competence through documentation, engaging training, and responsive enablement. I’m at my best partnering with internal teams to support successful tech adoption and long-term user confidence.

I’ve created and maintained 1,000+ instructional materials including knowledge base articles, FAQs, and step-by-step guides using ServiceNow and HTML. I designed and led 2,500+ training sessions with 8,000+ user interactions across company-wide IT learning initiatives.

I administer the ServiceNow Knowledge Base, including migrating 400+ articles and establishing formatting and content standards. I also deliver Tier II/III tech support and white-glove onboarding, serving as a trusted IT point of contact for high-priority departments while resolving issues with empathy and clarity.

I build documentation aligned with accessibility standards (508 Compliance) and coordinate reviews with stakeholders. In the course of major transitions like Office 365 migration, Windows 11 rollout, and laptop migration, I provided customer perspective to the technical teams to avoid major issues, and developed documentation and supplied training for the staff. I also produced the corporate newsletter and supported cybersecurity and IT awareness campaigns to drive enterprise readiness.