Justin Fiedler
Project Management
Green Bay,WI
Summary
Experienced Engagement Manager that leads enterprise digital transformation programs, drives end-to-end ServiceNow implementations, manages project financials and scope, while serving as the primary advisor to executive stakeholders.
Overview
3
3
Certifications
2027
2027
years of professional experience
Work History
Senior Engagement Manager
GlideFast
10.2024 - Current
- Executed strategy to develop and manage key client stakeholder relationships effectively.
- Facilitated collaboration among solution consultants, business process consultants, and developers to optimize client solutions.
- Oversaw full scope management of projects utilizing the Everforth Glidefast methodology.
- Prepared detailed work breakdown structures and project plans with MS Project tools.
- Maintained up-to-date PPM records reflecting project progress, risks, and issues.
- Delivered project collateral in a timely manner, including kick-off presentations and meeting notes.
- Communicated weekly updates to stakeholders, ensuring alignment throughout project lifecycle.
- Assist other project team members with project activities, cover additional projects for team PTO
- Serve as a project escalation point as the primary liaison between clients and project teams
- Participate in customer success reviews and be an advisor to strategic-level clients
- Maintain consistent satisfactory CSAT scores
- Continue learning service delivery solutions, technologies and methodologies.
- Be a trusted advisor to the customer through understanding their existing and future needs to drive the ServiceNow solution
- Demonstrate ability to juggle multiple complex projects or initiatives at one time
Senior Project Manager
NewRocket
5 2022 - 10.2024
- Identify change order and new statement of work opportunities during implementations
- On average, managed 10 concurrent ServiceNow implementations ranging in duration and complexity
- Continuously seeking to improve ServiceNow knowledge utilizing NOW Learning, Webinars, Discussion with Technical Consultants, and Personal Development Instance
- Ensure, and sometimes facilitate, consistent and constant communication with implementation team and customer contacts
- Maintain project timeline within Microsoft Project or other project management timeline tools.
- Facilitate appropriate implementation ceremonies including, but not limited to, sprint stand ups, working sessions, sprint demos, sprint planning, and backlog grooming sessions
- Work weekly with Resource Management Office to allocate project team and discuss discrepancies or potential scheduling issues
- Conduct internal and external project retrospectives at conclusion of implementation
- Daily prioritization of new challenges that arise from any inflight or future projects
- Acted as a training partner for new Project Managers
Senior Engagement Manager
Caylent
11.2021 - 05.2022
- Removed impediments to product success, leveraging Scrum team to provide targeted solutions
- Facilitated daily Scrum meetings to debrief progress, troubleshoot blockers and establish goals for following day.
- Planned and arranged meetings with external and internal stakeholders, enabling parties to meet and discuss project progress.
- Investigated and corrected or escalated project problems.
- Maintained project schedules by managing timelines and making proactive adjustments.
- Conduct internal and external project retrospectives at conclusion of implementation
Senior Engagement Manager
ITS Partners
01.2020 - 11.2021
- Identify change order and new statement of work opportunities during implementations
- Led $1 million ITAM and SecOp ServiceNow Implementation for top health insurance company that was completed in a year.
- On average, managed 5 concurrent ServiceNow implementations ranging in duration and complexity
- Keep regional sales manager informed weekly of new issues or opportunities
- Ensure, and sometimes facilitate, consistent and constant communication with implementation team and customer contacts
- Acted as lead implementer of JIRA facilitating input from Delivery stakeholders
- Facilitate appropriate implementation ceremonies including, but not limited to, sprint stand ups, working sessions, sprint demos, sprint planning, and backlog grooming sessions
- Work weekly with Resource Management Office to allocate project team and discuss discrepancies or potential scheduling issues
Project Manager
CQL, Inc
09.2018 - 11.2019
- Managed Projects for CQL's largest revenue generating client
- On average, manage 10 projects consistently while maintaining 90% on-time accuracy
- Projects managed equated to over $600,000
- Produce weekly status reports for all projects managed
- Instrumental in creating project and support workflows that were rolled out company wide in JIRA within 2 months
- Successfully migrated all active projects from On-Premise JIRA to JIRA Cloud with expedited timeline
- Responsible for allocating 25 developers on a weekly basis
- Created statement of work for each project managed
- Administered JIRA and Confluence for the company
Project Manager/Project Coordinator
Micro Visions Inc
07.2016 - 09.2018
- Acting Virtual Chief Information Officer for clients
- Create IT Budget, Road Maps, and Security Audits for clients
- Gather business requirements from client and assist in developing implementation plan with engineering team
- Revamped service desk structure and ticket workflow
- Documented standard operating procedures and troubleshooting articles
- Implement hardware procurement strategy that added over $100,000 to bottom line revenue
- Reduced Sales Process by 4 hours
- Provide leadership and coordination to facilitate relationships and sales of software/hardware/service
- Managed 40 clients that equates to $115,000 per month in monthly recurring revenue
Account Manager/Sales Support
Applied Tech
09.2014 - 07.2016
- Created project implementation plan and acted as project manager for new quoting software implementation
- Overall client gross margin of 49%
- Manage 22 clients that equate to $84,000 per month in monthly recurring revenue
- Sold $156,000 in projects and hardware to managed clients, excluding desktop and laptop sales
- Produce executive summary reports and lead quarterly strategic advisory meetings with clients
- Assist clients in creating and implementing IT budgets
- Handled customer relations issues, enabling quick resolution and client satisfaction.
Information Technology Consultant
Adesys
03.2014 - 09.2014
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
- Provide remote and onsite technical support for clients
- Configure various network equipment and computer hardware for clients
- Document case resolution and troubleshooting steps in Autotask
Service Desk Analyst
CliftonLarsonAllen
12.2012 - 03.2014
- Troubleshoot 1st level calls and emails in 4,000 user environment during a merger
- Handle 40 calls and 20 email tickets daily
- Manage tasks in fast-paced environment in a timely manner
- Maintained 78% first close resolution rate
Walk-in Support/Hardware RepairTechnician
Winona State University
01.2010 - 12.2012
- Diagnose and document hardware and software issues
- Trained and served as escalation point for new technicians
- Document specific fixes for various computer software and hardware troubleshooting
- Troubleshoot PC, MAC, Android, Apple and Windows OS devices daily
Education
MBA - Project Management
Capella University
Minneapolis, MN 06.2017 - 03.2018
Bachelor of Science - Management Information Systems
Winona State University
Winona, MN 09.2009 - 12.2012
Skills
ServiceNow - ITOM
ServiceNow - ITSM
ServiceNow - ITAM
ServiceNow - SecOps
ServiceNow - HRSD
JIRA
Project Management
Risk identification
Waterfall methodology
MS Office
G-Suite
Development team trainings
Customer interaction
Reporting template development
Microsoft Project
Smartsheets
Certification
Certified ScrumMaster (CSM)
Timeline
Senior Engagement Manager
GlideFast
10.2024 - Current
Senior Engagement Manager
Caylent
11.2021 - 05.2022
Senior Engagement Manager
ITS Partners
01.2020 - 11.2021
Project Manager
CQL, Inc
09.2018 - 11.2019
Project Manager/Project Coordinator
Micro Visions Inc
07.2016 - 09.2018
Account Manager/Sales Support
Applied Tech
09.2014 - 07.2016
Information Technology Consultant
Adesys
03.2014 - 09.2014
Service Desk Analyst
CliftonLarsonAllen
12.2012 - 03.2014
Walk-in Support/Hardware RepairTechnician
Winona State University
01.2010 - 12.2012
Bachelor of Science - Management Information Systems
Winona State University
09.2009 - 12.2012
MBA - Project Management
Capella University
06.2017 - 03.2018
Senior Project Manager
NewRocket
5 2022 - 10.2024