Erik Sorkness

ServiceNow Platform & Center of Excellence Owner

· Led a 17-person core team overseeing ServiceNow platform operations, integrations, upgrades, and overall platform health and roadmap.

· Established enterprise governance and a ServiceNow Center of Excellence, standardizing best practices across 13 functional areas and 75+ developers/contributors.

· Designed and implemented an enterprise CMDB certification process to improve configuration data accuracy, integrity, and audit readiness.

· Built an access-provisioning certification process to streamline onboarding while strengthening access controls and compliance.

· Developed a provisioning grid module adopted enterprise-wide to define new-hire access requirements, accelerating fulfillment and reducing security risk.

· Designed and deployed application access request and approval workflows to enforce role-based access, strengthen Active Directory group governance, and improve traceability.

Identity Access Management Team Manager

· Led a ~20-person Identity & Access Management (IAM) team, driving operational performance, service quality, and continuous improvement.

· Introduced daily prioritization and automated provisioning/deprovisioning workflows to improve onboarding accuracy, speed, and consistency.

· Defined IAM KPIs and implemented detective/corrective controls to strengthen governance, reduce process risk, and improve reliability.

· Built IAM operational service management frameworks and standardized documentation to enable scalable support and consistent execution.

• Qualified Emergency Response Boat driver in charge, leading and in charge of on-scene law enforcement and search and rescue operations.
• Ready and prepared to be deployed to areas of need by the US Coast Guard.
• Maintained boat operator and weapons qualifications.
• Incident Command System qualifications.
• Secret security clearance.

• Lead for major RPA (Robotic Process Automation) Center of Excellence, comprised of over 93 partnering organizations and over 35 DOD groups, building and running RPA solutions across the DOD space.
• Responsible for the expansion and overall strategy and implementation of the RPA service offerings within the Center of Excellence.
• Solved for and implemented, a secure and DOD-approved, technology to enable Unattended RPA in the DOD. Something that was not possible or practiced, but very much needed.
• Created service frameworks, set best practices for RPA development for the RPA program, and implemented overall service enhancements.
• Implemented AWS Workspaces as a service offering for the development and runtime of RPA in a virtual environment.
• Stood-up and managed multiple services including, UiPath, Automation Anywhere, CyberArk, Citrix-Workspaces, Horizon Client VDI, Amazon HSM, Amazon Workspaces.
• Created marketing material, robust metrics and dashboards, development guidelines and content management repositories.
• Managed program workloads and capacity using JIRA and Confluence.
• Obtained multiple ATO's (Authority to Operate) for the RPA program within the DOD.

• Built out RPA program from initial stages.
• Created central repository for organizing and structuring artifacts used in all aspects of process automation.
• Mapped out processes and refined them to make them leaner and more efficient for automation.
• Created reporting metrics for bot performance.
• Developed process automation bots and implemented them to take over business processes.

• Managed projects across the company using the PMI and Juran Standards of Six Sigma and CPI.
• Established Sharepoint as a program and way of working.
• Designed and implemented the technology and program for security as a service in the company.
• Increased the efficiency of customer refunds through, wires, checks and ACH payment.
• Automated process through the use of workflows scripting.
• Increased the use of in house technology to improve operational efficiency, save money and reduce process time.

• Responsible for, in order of precedence, The safety of People, the continuation and documentation of Processes and the protection and failover of Technology.
• Planned and executed on the 10 professional steps of the business continuity professional to ensure contingency and robust recovery plans in all areas of the business.
• Liaised with external agencies to ensure efficient coordination during crisis that utilized upon external parties.
• Created incident response processes that were adopted globally and set as a standard and way of working across the company.
• Transitioned disaster recovery work space to a mobile disaster recovery work space, leveraging work from home capabilities, cutting edge wireless technology, and ultimately doing more with less.
• Obtained cost savings of 100's of thousands of dollars through the implementation of mobile recovery across the enterprise.

• Cost allocation and Cost Transparency- created an application cost transparency system for IT and Business Services.
• Life Cycle Management- managed the lifecycle program and created an application used by both IT and the Business that showed the lifecycle status, tech-debt and benchmarks for all technology services and applications used in the organization.
• Vulnerability Management- Qualys Certified and worked in vulnerability management from identification to resolution.
• Technical Recovery/ Disaster Recovery- planned, coordinated and executed TR/ DR tests globally across the enterprise.
• Data Center Migration- assisted in planning and runbook creations for Data Center migration.

• IT Change Manager
• Access Controls Administrator
• Configuration Management Database (CMDB) Administrator

• Served as an Information Technology Specialist working in the Service Desk area of DLL.