I've delivered ServiceNow enhancements and strategic initiatives for DRW Holdings, including Hardware Asset Management, Workplace Service Delivery improvements, custom Change Management workflows, and custom applications.
I partner across business and technical teams to gather requirements, map processes, manage high-volume enhancement intake, and guide solutions through UAT and defect resolution.
My work includes ServiceNow integrations with Slack, GitHub, Netbox, and Workday, as well as Talent Acquisition projects. I've also helped mature request management and delivery processes to improve intake efficiency and UAT pass rates.
Across contracts supporting Idaho National Laboratory and WAPA, I created user stories, acceptance criteria, training materials, dashboards, reports, knowledge articles, and Agile delivery documentation. I'm a Certified Scrum Master with hands-on experience in ITSM, WSD, HAM, CMDB, QA, and Power BI.
