Catherine Sullivan
Edmond,OK
Summary
Meticulous ServiceNow Architect maintaining highly functional digital systems for uninterrupted workflows and consistent productivity. Oversees routine maintenance checks and software update schedules to reduce network downtime and likelihood of security compromises. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems.
Overview
20
20
years of professional experience
Work History
ServiceNow Solution Architect
Zurich Insurance
02.2024 - Current
- Managed end-to-end software development life-cycle, from initial requirements gathering to post-implementation support and maintenance.
- Improved solution efficiency by designing and implementing scalable architectures for enterprise clients.
- Developed comprehensive documentation for solution design specifications, ensuring clear communication between stakeholders at all stages of project lifecycle.
- Facilitated seamless communication between technical teams and non-technical stakeholders by effectively translating complex concepts into understandable terms for all parties involved in projects.
- Worked with clients post-implementation on user testing, debugging, support and maintenance.
- Delivered 75 high-quality solutions on time and within budget through diligent adherence to project scope, timelines, and resource constraints.
ServiceNow Technical Lead
Zurich Insurance
06.2023 - 01.2024
- Led a team of developers to successfully deliver high-quality software projects on time and within budget constraints.
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
- Enhanced system performance with thorough code reviews, debugging, and optimization techniques.
- Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
- Implemented continuous integration and deployment strategies for faster release cycles and improved application reliability.
- Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
ServiceNow Demand and Enhancement Manager
Zurich Insurance
01.2021 - 05.2023
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Streamlined 5 product workflows by identifying bottlenecks in existing processes and implementing appropriate solutions.
- Established team priorities, maintained schedules and monitored performance.
- Designed and continually improved demand and enhancement process.
- Served as sponsor of a Lean Six Sigma black belt project for improving enhancement delivery process.
- Managed team of 5-7 contract developers responsible for delivering approximately 60 enhancements per month.
ServiceNow System Administrator
Zurich Insurance
02.2020 - 01.2021
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
- Maintained a high level of customer satisfaction by providing rapid, accurate response to inquiries and concerns regarding system performance or functionality.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Resolved approximately 90 incidents and / or requests per month.
Jasco Products
EDI Administrator
08.2019 - 01.2020
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Senior Business Solutions Engineer
SAIC
10.2018 - 08.2019
- Communicated project plans, tracking details, status updates and risk mitigation plans to cross-functional teams.
- Drove innovation within the organization by researching new technologies and proposing their integration into existing systems where appropriate.
- Established clear communication channels among all project stakeholders, ensuring timely updates on progress and addressing concerns as they arose.
- Reduced project turnaround times by optimizing workflows, resulting in faster delivery of high-quality solutions to clients.
- Translated customer and system requirements into robust software designs with test-driven approach to quality output generation.
- Successfully managed program to transition over 200 servers from an end of life operating system within 4 months
- Managed the conversion of manual process for decommissioning servers and applications into ServiceNow, gathered all requirements, oversaw and assisted with the development, and delivered on-time.
ServiceNow Configuration Manager
Sonic Drive-In
09.2017 - 10.2018
- Optimized existing configuration processes by implementing automation tools, saving time and resources on manual tasks.
- Developed comprehensive documentation for configuration procedures, streamlining the onboarding process for new team members.
- Assisted in developing training materials related to configuration management tools and processes for internal use.
- Implemented efficient configuration management processes, resulting in improved system stability and reduced downtime.
- Served as a subject matter expert in configuration management during stakeholder meetings, providing valuable insights for decision-making processes.
- Analyzed data from configuration audits to develop actionable recommendations for continuous improvement initiatives.
Senior IT Process Improvement Project Manager
Seagate Technologies
10.2014 - 09.2017
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Served as ServiceNow Change Process Owner and Configuration Manager
EDI Manager
Petra Industries
03.2011 - 10.2014
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
EDI Manager
Intelek Technologies
03.2005 - 03.2011
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Education
BA - Psychology
University of Oklahoma
Norman, OK05.2004
Skills
- Demand Management
- ServiceNow ITSM / ITOM / SecOps / GRC / HRSD
- JavaScript / REST / SOAP / JSON / HTML
- Solution Design / Architecture
- Program / Project Management
- Stakeholder Management
- Strategic Planning and Leadership
- Security and Compliance
Certifications and Training
- ServiceNow Architecture Excellence, Aug 2024
- ServiceNow Certified Application Developer, March 2024
- ServiceNow Certified System Administrator, May 2018
- ServiceNow Integration Hub Fundamentals Micro-Certification, September 2024
- ServiceNow GRC Fundamentals, September 2024
- ServiceNow SecOps Fundamentals, June 2024
- ITIL 4 Foundations, December 2022
- Certified ScrumMaster, May 2022
References
- Stacy Dunn, 405-367-1564, sdunn@sans.org, Senior Sales Engineer, SANS Institute
- Jason Gibson, 405-556-0093, gibson4219@sbcglobal.net, ServiceNow Architect, Executive Consulting
- Darren Benson, 405-659-1572, dkdpbenson@gmail.com, Program Manager, Genesys
- Sandi Riley, 405-532-4261, ServiceNow Manager, Chickasaw Enterprises
Timeline
ServiceNow Solution Architect
Zurich Insurance
02.2024 - Current
ServiceNow Technical Lead
Zurich Insurance
06.2023 - 01.2024
ServiceNow Demand and Enhancement Manager
Zurich Insurance
01.2021 - 05.2023
ServiceNow System Administrator
Zurich Insurance
02.2020 - 01.2021
Jasco Products
EDI Administrator
08.2019 - 01.2020
Senior Business Solutions Engineer
SAIC
10.2018 - 08.2019
ServiceNow Configuration Manager
Sonic Drive-In
09.2017 - 10.2018
Senior IT Process Improvement Project Manager
Seagate Technologies
10.2014 - 09.2017
EDI Manager
Petra Industries
03.2011 - 10.2014
EDI Manager
Intelek Technologies
03.2005 - 03.2011
BA - Psychology
University of Oklahoma
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