Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Timeline
Generic

Ian Klink

Ham Lake,MN

Summary

Highly organized and self-motivated professional with a proven ability to build and lead organized, diverse, and efficient Technology Software Engineering and Operations teams. Experienced ServiceNow platform owner with over 10 years of strategic agenda planning, leadership and oversight. A strong background in ITSM with experience leading IT transformation for companies that are launching ServiceNow. Skilled communicator and influencer to IT Leadership, customers, vendors, and industry leaders. Passionate about driving business growth and creating positive work environment.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Associate Director, Software Engineering – ServiceNow and OpenText

Best Buy Co. Inc.
02.2022 - Current
  • Oversee and provide direction to 3 Product Engineering teams made up of 38 engineering resources – 20 employees, 18 contractors
  • Manage Agile Capacity Model budgets for Product Teams
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Enhanced employee performance through targeted training programs and regular feedback sessions, resulting in higher productivity levels.
  • Meet with Product Managers and leaders to define outcome driven roadmaps
  • Responsible for ServiceNow Platform (ITSM, ITOM, SPM, HRSD, FSM, ESC, RSO, and Custom), OpenText Document Management, and DocuSign solutions
  • Oversee contracts and relationships with ServiceNow and OpenText vendors and any 3rd party implementation vendor consultants

Senior Manager, Product Capability and Platform Owner – ServiceNow

Best Buy Co. Inc.
04.2014 - 02.2022
  • Supervise Development and Operations team that supports ServiceNow platform for 14 application customer groups across Digital and IT, Human Resources, Omnichannel and Information Security
  • Meet with Leadership and Business owners for identifying new platform initiatives and opportunities with measurable outcomes
  • Define quarterly road maps and identify capacity resource plans
  • Platform foundational support, including integrations, regular platform upgrades, Integration Hub, and rollout of an enterprise intranet portal
  • Provide goals, performance, and development management to employees
  • Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
  • Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
  • Evaluated labor providers to maintain cost controls and improve operations.

Manager – IT Global Change Management

Best Buy Co. Inc.
01.2013 - 04.2014
  • Helped lead transition of Service Management processes to a SOX compliant insourced model
  • Participated and provided process requirements for the ServiceNow implementation of ITSM
  • Created training and procedure documentation for internal and external use
  • Defined new processes for managing changes to be more compliant and efficient

Manager – IT Service Management and Operations

Ameriprise Financial
09.2011 - 01.2013
  • Program manager and project oversight for IT Service Management transformation and ServiceNow implementation
  • Provided strategic thought leadership to change and improve operational processes to improve efficiency and reporting within the ServiceNow platform
  • Focus on broader platform delivery and Organizational Change Management – communications, marketing, and training
  • Defined, created materials and facilitated process workshops, SVP Town Hall meetings, and leadership steering meetings
  • Captured and refined requirements for the engineering team to deliver a successful minimum viable product

Education

High School Diploma -

St. Louis Park Senior High School
Saint Louis Park, MN
06.1990

Skills

  • People leadership and development
  • Building and maintaining strong teams and key relationships
  • Independent/self-directional, influential, decision making, and delegation
  • Tactical understanding of the ServiceNow Platform and it’s solutions
  • Goal Setting, and defining and capturing outcomes
  • Defining and supporting strategic transformation for improved ways of working
  • Service Management process management and integration - ITIL, Lean
  • Project Management methodologies – Product, Agile/Scrum, Waterfall
  • Engineering organization models - Center of Excellence, Capacity Funded, Project funded
  • Vendor Management – Contract oversight and building strategic partnerships

Accomplishments

  • Implemented an efficient automated request solution resulting in an 85% decrease in Virtual Server delivery time.
  • Consolidated and secured HR Case and Security Vulnerability Management modules into ServiceNow
  • Delivery of ITOM Discovery and Service Mapping capabilities
  • Release of IT Service Portal that helped improve software installation by 50%
  • Consolidation of five employee portals into a single Enterprise Portal (ESC).
  • Implementation of ITOM Discovery and Service Mapping
  • Launched Virtual Agent handling 30K chats and 1,800 in the first 6 months while also reducing live interactions by 59%
  • Partnered with ServiceNow to build a new Retail Operations suite that enabled us to influence the design to meet our needs

Certification

  • 2020 ITIL V4 Foundations Certified
  • 2018 Integrated Service Management
  • 2016 Adapting and Adopting Agility
  • 2011 ITIL V3 Foundations Certified
  • 2022 ServiceNow Administrator
  • 2004 ITIL Change, Configuration, Release Practitioner Certified

Timeline

Associate Director, Software Engineering – ServiceNow and OpenText

Best Buy Co. Inc.
02.2022 - Current

Senior Manager, Product Capability and Platform Owner – ServiceNow

Best Buy Co. Inc.
04.2014 - 02.2022

Manager – IT Global Change Management

Best Buy Co. Inc.
01.2013 - 04.2014

Manager – IT Service Management and Operations

Ameriprise Financial
09.2011 - 01.2013

High School Diploma -

St. Louis Park Senior High School

Similar Profiles

CREATE PROFILE
Ian Klink