Christopher Jordan

• Act as the technical project manager and lead developer for several clients utilizing the ServiceNow platform to optimize and streamline business processes.
• Design and implement solutions that leverage ServiceNow's out-of-the-box features to automate workflows, eliminate repetitive tasks, and enhance overall business operations.
• Empowering organizations to fully harness the power of ServiceNow, customizing solutions to meet their specific needs, and ensuring seamless integration for sustainable success.

• Spearheaded the implementation and enhancement of the ePermits platform using ServiceNow's CSM and SPM modules, driving adoption, automation, and system maturity across multiple user groups.
• Led an Agile development team as Scrum Master and Technical PM, managing the full lifecycle of demand management, feature development, sprint planning, and release cycles using Agile 2.0.
• Partnered directly with business stakeholders to scope, document, and execute technical development requests aligned to strategic goals.
• Recommended, designed, and implemented automation solutions in ServiceNow to streamline permit processing and improve service delivery timelines.
• Managed the SPM suite within ServiceNow, aligning work items to strategic goals and improving project visibility and traceability.
• Recommend, design, and implement automation solutions to streamline service delivery and enhance application and permit processing.

Delivered hands-on implementation and configuration of custom ServiceNow solutions, including:

• Designed a multi-form application submission solution leveraging ServiceNow’s CSM module and Service Portal to enable a flexible, multi-stage application process, improving user experience and internal review workflows.
• A species selection module to streamline application submissions and species authorizations required for permit processing.
• The “Clones 2.0” refactor of CSM-based CITES certificate generation, significantly improving processing time and delivery.
• A public-facing support case intake application using CSM, reducing permit support resolution time by 70% within the first year.

IFT 310: Information Systems Project Development, IFT 103: Operating System Architecture

• Delivered curriculum-aligned instruction in operating systems and systems development lifecycle methodologies.
• Created and facilitated lectures, labs, and project-based assignments to support practical learning outcomes.
• Evaluated student performance and provided academic guidance throughout each term.

• Led the strategic enhancement and adoption of the ServiceNow platform, driving maturity across multiple departments through continuous delivery of high-impact solutions.
• Managed end-to-end project lifecycles and development pipelines, overseeing over 1,000 ServiceNow enhancement requests between May 2020 and May 2021 using Agile, Scrum, and Lean methodologies.
• Partnered directly with internal stakeholders and process owners to gather requirements, document user stories, and deliver scalable solutions aligned to enterprise strategy.
• Architected and developed complex ServiceNow applications aligned with licensing best practices and enterprise architecture standards.
• Mentored and supported ServiceNow developers, promoting best practices in architecture, scripting, and modular development.
• Acted as a hands-on implementer while also fulfilling project management responsibilities, bridging technical execution with business needs.

Designed and implemented enterprise-grade applications, including:

• The NextGen Network Project Management application to streamline planning and execution of university-wide network projects.
• The Workday Role Request application, integrating ServiceNow with Workday via MuleSoft, including custom UI, business logic, and data architecture.
• Implemented the ServiceNow Security Incident Response (SIR) module, to support real-time detection, classification, escalation and resolution of security incidents in coordination with the university’s cybersecurity team.
• Designed and implemented a Slack integration to support notifications and interactions for task assignment, incident escalation, and CAB approval workflows, enhancing real-time collaboration and streamlining operational processes within the ServiceNow platform.

• Collaborated with ITSM leadership to design and implement scalable ServiceNow solutions aligned with UTO and ASU’s long-term business and technology strategy.
• Performed full-stack ServiceNow development including configuration, scripting, customization, and module deployment, following industry best practices and emerging platform standards.
• Defined functional and technical requirements for both new and existing applications, ensuring enterprise-wide usability and alignment with organizational goals.
• Implemented workflow orchestration to automate complex processes such as software installation, access provisioning, and role approvals, reducing manual effort and turnaround time.

Designed and deployed enterprise-grade applications, including:

• Designed and launched the ServiceNow Self-Service Portal, collaborating across teams to deliver an intuitive and responsive user experience.
• Built and maintained the Release Management application to improve deployment coordination, visibility, and communication across development teams.
• Developed an Approval Reminders application that reduced average approval response times from 6 days to 27 hours within the first year of deployment.
• Developed and maintained numerous integrations using MID servers, including automated data imports and integrations with third-party systems such as SCCM and Jamf for asset management.

CIS133DA: Web Development I (HTML & CSS), CIS166AA: Intro to Java Programming

• Designed and delivered course content, lectures, and assignments in alignment with department standards.
• Managed grading for assignments, quizzes, and exams; provided feedback and performance assessments.
• Advised students on course success strategies and career applications of course material.

• Initiated and managed cross-functional IT projects focused on service efficiency, reliability, and strategic value delivery.
• Collaborated with diverse customer groups to scope, develop, and implement tailored hardware and software solutions to meet evolving business needs.
• Oversaw staff recruitment, training, and performance management to maintain a high-performing technical support team.
• Defined and reported key performance indicators (KPIs) to leadership, supporting data-driven decision-making and transparency.
• Created real-time dashboards and reports to monitor IT service health and performance.
• Achieved a 30% improvement in incident and task resolution times by implementing continual service improvement (CSI) practices and driving process optimizations.

• Directed cross-functional technology projects from initiation through delivery, applying Agile project management practices to improve service efficiency, stakeholder alignment, and time-to-value.
• Managed daily IT operations and service delivery across multiple service agreements; triaged and assigned ServiceNow requests.
• Built and maintained ServiceNow dashboards and reports to monitor KPIs and drive continuous service improvement.
• Led configuration and software deployments using Microsoft System Center and JAMF, contributing to endpoint security and device management standards.

• Managed statewide video conferencing infrastructure (Polycom, Tandberg) to support grant-funded initiatives, ensuring system reliability and stakeholder satisfaction.
• Led cross-functional projects to improve conferencing performance, including creation of an issue tracking and resolution log that increased system uptime and reliability.
• Designed and developed interactive web features and training tools using HTML5, JavaScript, CSS, and Google technologies to support streaming, documentation, and classroom support.
• Defined requirements and managed enhancements for web content and community platforms to improve engagement and resource access.
• Delivered reports to leadership on system uptime, issue resolution metrics, and hardware lifecycle status to inform strategic planning and equipment investments.

• Deployed to the Western Pacific, Arabian Sea, and Persian Gulf in support of Operation Enduring Freedom and Operation Iraqi Freedom (Mar–Nov 2003).
• Co-developed the USS Nimitz battlegroup’s first video-based fire safety training, earning a Navy Achievement Medal.
• Published in All Hands, Surface Warfare, and other media outlets; recognized for storytelling and visual communication.
• Awards:
  1st Place, Military Videographer of the Year – Feature Story
  2nd Place, Captain Raymond A. Komorowski SWA Photography Award