Chad High
Land O Lakes
Summary
Experienced ServiceNow Platform Architect with 11+ years in IT and over 5 years designing and delivering enterprise-grade solutions across ITSM, CSM, FSM and custom applications. Specializes in scalable architecture, secure platform governance, and automation using Flow Designer, IntegrationHub, and AI-powered workflows. Proven track record leading development teams, building dynamic Service Portals, and guiding complex implementations from design to deployment. Committed to building stable, efficient, and future-ready solutions that align with business needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Solution Architect
NewRocket
05.2025 - Current
- Architect on multiple projects for FSM, CSM, ITSM, CMDB, ITAM, CSDM, IRE, Now Mobile App + Now Mobile Agent
- Lead customer facing workshops and end-to-end demos of various ServiceNow products, story writing, customer story grooming and sprint planning, lead development teams across multiple (global) timezones to deliver transformational change
- Assist with scoping efforts for SOWs and COs, Instance Assessments + Assessment Questionnaires
- Aligned IT solutions with business objectives by collaborating closely with stakeholders to understand their unique needs and requirements.
Solution Architect
ECS Federal
05.2021 - 04.2025
- Solution Architect for DHS HQ’s large-scale ServiceNow deployment with 17 production instances and 80+ applications
- Established governance frameworks and development standards across tenant teams
- Delivered Service Portal implementations and complex integrations (REST/SOAP APIs, MID Servers)
- Platform-wide troubleshooting and optimization—served as a go-to expert
- Contributed to 3-year ATO approval by improving platform security and stability
- Streamlined legacy processes, improving operational alignment
Web Architect & Operations Manager
Spray Gunner
02.2018 - 04.2021
- Oversaw web development, marketing, and daily business operations
- Designed full eCommerce stack and led technical integrations with vendors
- Managed customer support, logistics, and inventory systems
- Increased digital performance and business scalability
Full Stack Web Developer (Freelance)
01.2014 - 02.2018
- Built end-to-end eCommerce and business apps using MongoDB, Express, React, and Node.js
- Created reusable design systems and client training on BigCommerce, Shopify, WooCommerce
- Enhanced performance, UX, and mobile responsiveness
- Developed APIs and integrations tailored to business needs
- Managed marketing strategy, social media, and campaign automation
Education
Associate of Science - IT Security
Pasco-Hernando State College
Skills
- Predictive Intelligence, NLP, Virtual Agent, AI Ticket Routing
- Technical leadership
- Scripting & Development:
- JavaScript, HTML5, CSS, AngularJS, Nodejs, Bootstrap, Python
- APIs & Integrations:
- REST, SOAP, OAuth, MID Server, Webhooks
- Automation & Orchestration:
- Flow Designer, Workflow Editor, IntegrationHub, AWA
- Security and compliance
- Process development
- Performance optimization
- Mobile application development
Certification
- ServiceNow Certified System Administrator (CSA)
- Micro-Certifications:
- Performance Analytics
- Agile & Test Management
- Service Portal Fundamentals
- Predictive Intelligence
- IntegrationHub Fundamentals
- Flow Designer
- CMDB Health
Core Expertise
- ServiceNow AI & Automation: Predictive Intelligence, Virtual Agent, AI-Powered Workflows, Flow Designer, Automation & Orchestration
- AI & Machine Learning Integration: NLP, Sentiment Analysis, Chatbot Automation, AI-Driven Ticket Triage
- ServiceNow Architecture & Development: Scoped Apps, Platform Security, Service Portal, ITSM, FSM, CSM
- Agile & DevOps: CI/CD Pipelines, Automated Testing, Git/GitHub, Code Reviews, AIOps
- Platform Governance & Performance: Upgrade Strategy, Instance Hardening, Platform Health, Scoped Development Best Practices
- Full-Stack Web Development: JavaScript, AngularJS, Bootstrap, Node.js
- Integrations & API Development: IntegrationHub, MID Server, REST/SOAP, OAuth, Webhooks
- Enterprise Consulting & Leadership: Stakeholder Engagement, Technical Mentoring, Requirements Gathering, Process Optimization
Security & Compliance
Role-Based Access Control (RBAC), Encryption
Timeline
Senior Solution Architect
NewRocket
05.2025 - Current
Solution Architect
ECS Federal
05.2021 - 04.2025
Web Architect & Operations Manager
Spray Gunner
02.2018 - 04.2021
Full Stack Web Developer (Freelance)
01.2014 - 02.2018
Associate of Science - IT Security
Pasco-Hernando State College
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