Dan Cowgill
Senior Manager/ServiceNow
Casa Grande,AZ
Summary
Forward-thinking Technology Leader who successfully combines business and technology expertise to support corporate/business objectives. Possess excellent strategic leadership skills with strong oral and written communication. Move seamlessly between executive, professional, and support staff. Offering strong administrative and cross-functional collaboration skills to provide teams with support and guidance to surpass expectations. Well-versed in operations management, Agile/Scrum and ServiceNow.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Senior ServiceNow Manager
Weill Cornell Medicine
Remote, AZ
06.2022 - Current
- Scored in top 1% of Employee Satisfaction for Managers at Institution (Per Gallup Employee Survey).
- Managed and motivated employees to be productive and engaged in work.
- Implemented guidance to decrease overall ServiceNow Version upgrade time by streamlining overall approach of all 7 instances owned by institution.
- Developed 2-5 year ServiceNow Capability Roadmap using Portfolio Planner and syncing with Project Management.
- Instituted Agile Methodologies including Scaled Agile Framework to improve overall development on the ServiceNow Platform- improving story completion from 20% to 100% per sprint.
- Managed ServiceNow Budget of over $2mil and overall relationship with ServiceNow Sales and Support.
- Influenced institution to modernize their process by implementing current Xanadu version and including the Service Operations Workspace, Advanced Work Assignment and activating the Next Experience UI.
SENIOR MANAGER/SERVICENOW ARCHITECT
ICF
Remote, AZ
05.2021 - 05.2022
- Managed team of several Senior Developers, Business Analysts and Administrators to support client ServiceNow implementations: ITBM, IRM/GRC, Service Portal, and ITSM.
- Architecture advisory following projects: Project Portfolio Management, Demand Management, Scenario Planning, and Agile Development 2.0.
- Conducted daily scrums meetings and agile ceremonies. Created user stories and tracked development work and release management utilizing Jira.
- Oversaw and directed Architecture and Development of federal clients (USCIS, FDIC, CDC) ServiceNow environments.
- Provided consultancy for ServiceNow capabilities: Virtual Agent, Agent Chat, Advanced Work Assignment, and Agent Workspace.
ServiceNow Senior Advisor
GDIT
Remote, AZ
05.2020 - 03.2021
- Created Agile program to track work and meet deliverables. Created Themes, Epics, and Stories.
- Executed project for implementing new portal/websites to be utilized by non-federal end users (FSD.GOV). and Login.Gov.
- Served as liaison between Program Management and Federal Partners (Leadership and Product Owners).
- Worked with security to create SSP (System Security Plan) to provide details of Authorization Boundaries and Architecture, Data Flows.
ServiceNow Architect
SAIC
Remote, Indiana
08.2019 - 04.2020
- Created customer roadmap. Focus on ITSM Pro features such as Virtual Agent, Walk-Up Experience, Predictive Intelligence, etc.
- Executed project for implementing Project Portfolio Management (PPM) for internal federal customers.
- Enabled Scaled Agile Framework (SAFe) in production. SAFe provided ability to release and streamline features and products with fewer defects and shorter time development cycle (Sprints).
- Performed complex architectural and design assignments, applying innovative architectural design concepts and advanced professional knowledge.
SERVICENOW FEDERAL DEV/OPS MANAGER
Phacil
Chandler, AZ
08.2016 - 08.2019
- Managed team of 8-10 including: ServiceNow Developers and Administrators, UI/UX and Web Designers.
- Implemented process improvement (Agile Methodologies) to shape department culture, optimize procedures for higher efficiency and help organization achieve exemplary customer success scores.
- Worked with government partners to establish ServiceNow Change Control Board and overall ServiceNow governance.
- Directed Team successfully to develop over 300 development related stories for Federal ServiceNow instance.
- Created patching, cloning, and upgrade scheduling to ensure all were controlled with assurance of success and no impact to production.
- Spearheaded efforts to create new configuration management modules while working with federal partners related to Circuits and Circuit Database Management.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
SENIOR MANAGER INFORMATION TECHNOLOGY/OPERATIONS
Intel
Chandler, Arizona
01.2006 - 06.2016
- Directed and Managed Multiple teams of Developers, Technical Support and administrative personnel.
- Performed daily scrums and overall tasks and activities responsibilities of support and development teams within agile frameworks.
- Implemented ServiceNow ITSM into manufacturing support team. Coordinated all customizations for department including Incident, Problem, and Change management.
- Managed multiple department and division projects from inception to completion: including Windows 7 Managed Downtimes, Business Continuity Plan/Disaster Recovery, ITSM tooling etc.
Education
MBA - Strategic Management
Ottawa University
Ottawa, KS 09.2003 - 08.2005
Bachelor of Science - Information Technology
Ottawa University
Ottawa, KS 05.2001 - 07.2003
Associate of Science - Electronics Technology
DeVry University
Phoenix, AZ 07.1995 - 02.1997
Skills
Strategic Leadership
ServiceNow Platform Management
Scrum Master (SAFe/Scrum Alliance)
Project Management
Customer Relationship
Relationship building
Contract management
Project planning
Verbal and written communication
People/Team Management
Certification
Certified ServiceNow Administrator
Government Clearances
- Secret Clearance with DOD (Department of Navy)
- Public Trust: Department Homeland Security (DHS), DHS Immigrations Customs Enforcement (ICE), FDIC, CDC, HHS, and General Services Administration (GSA).
Timeline
Senior ServiceNow Manager
Weill Cornell Medicine
06.2022 - Current
Certified Scrum Master
08-2021
SENIOR MANAGER/SERVICENOW ARCHITECT
ICF
05.2021 - 05.2022
ServiceNow Senior Advisor
GDIT
05.2020 - 03.2021
ServiceNow Architect
SAIC
08.2019 - 04.2020
Certified ServiceNow Application Developer
01-2019
Certified ServiceNow Administrator
07-2018
SERVICENOW FEDERAL DEV/OPS MANAGER
Phacil
08.2016 - 08.2019
SENIOR MANAGER INFORMATION TECHNOLOGY/OPERATIONS
Intel
01.2006 - 06.2016
MBA - Strategic Management
Ottawa University
09.2003 - 08.2005
Bachelor of Science - Information Technology
Ottawa University
05.2001 - 07.2003
Associate of Science - Electronics Technology
DeVry University
07.1995 - 02.1997
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