Michael Holman
Jacksonville,FL
Summary
With over 12 years of experience in the ServiceNow ecosystem, I am a seasoned IT professional that possesses a comprehensive skill set that includes expertise in ITSM, SPM, GRC, HRSD, ITAM, FSM, and FSO. Throughout my career, I have excelled in various roles, from executing delivery and pre-sales activities to driving sales and company strategies. My track record speaks for itself, consistently motivating teams to reach peak performance levels and implementing effective business processes. With a focus on product implementations, solutioning, service delivery, process improvement, and technology operations, they are well-equipped to drive success in any organization.
Overview
13
13
years of professional experience
1
1
Certification
Work History
ServiceNow Sales & Practice Director
Tegria
05.2024 - 08.2024
- · Responsible for assessing the company’s current ServiceNow platform, performing a maturity assessment of the ServiceNow team and aligning the platform with best practices.
- · Managing the offshore and onshore development team of 8 resources.
- Oversaw the acquisition of new clients, effectively managing contract negotiations and onboarding processes.
- Managed and mentored a high-performing team of professionals, fostering professional growth and development.
- Delivered exceptional client service by proactively addressing concerns, resolving issues, and maintaining open lines of communication throughout engagements.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Cultivated a culture of continuous improvement within the practice, encouraging innovation at all levels of the organization.
- Enhanced overall practice performance by implementing rigorous quality assurance measures for all service offerings.
- Led the implementation of innovative technologies to enhance client services and streamline operations.
ServiceNow Vertical Lead
CDW
10.2023 - 05.2024
- Managed complex integrations between ServiceNow and third-party systems to improve data flow and automation capabilities.
- Streamlined service delivery with the development of custom applications and workflows within ServiceNow.
- Played a key role in the growth of the ServiceNow practice, contributing to business development efforts by identifying new opportunities and establishing strong client relationships.
- Worked closely with sales team on understanding customer requirements, promoting products and delivering sales support.
- Consulted as a key stakeholder for ServiceNow service go-to-market (GTM) and delivery capabilities within the Finance Industry (FSO)
- · Consulted in Pre-Sales, including creating Maturity Assessments, Scoping Engagements, and Roadmaps
- Developed critical performance metrics to evaluate the effectiveness of ServiceNow solutions in achieving business objectives.
- Tracked sales data for analysis and forecasting.
ServiceNow Practice Lead
INRY
04.2023 - 10.2023
- ·Responsible for generating new sales across the U.S. – Including on-site pulse checks with clients, attending ServiceNow roadshows, etc.
- Developed strong relationships with clients by providing personalized attention, understanding their needs, and offering tailored solutions.
- Conducted comprehensive analyses of internal operations to identify areas for improvement and implement necessary changes for increased efficiency.
- Led a team of professionals to achieve practice goals, fostering collaboration and continuous professional development.
- Increased client retention rates by consistently exceeding expectations, addressing concerns promptly, and maintaining open lines of communication throughout engagements.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Collaborated with cross-functional teams to develop integrated solutions that addressed complex client challenges effectively.
- Successfully negotiated client contracts to create increased revenue.
ServiceNow Solutions Architect
Silvergate Bank
02.2022 - 04.2023
- Worked with developers and engineers to architect, design and develop processes for the ITSM, GRC-IRM and HRSD ServiceNow module
- Maintained current and in-depth understanding of business processes, needs and objectives.
- Enhanced application performance by integrating cloud technologies and microservices architecture.
- Achieved system stability through thorough testing and debugging, ensuring high-quality software delivery.
- Worked with Vendors on legacy application on Integrations needed for the ServiceNow Implementation
- Lead daily scrum meetings with Developers to discuss updates, pain points, LOE for user stories
- Broke down technical ideas and issues into non-technical terms for business executives.
- Promoted collaboration between cross-functional teams by serving as a liaison between developers, product managers, and stakeholders during all phases of projects.
- Developed comprehensive documentation for technical specifications, project plans, and user guides, streamlining communication across teams.
ServiceNow Technical Lead
TIAA Bank
08.2019 - 02.2022
- Increased application stability by regularly monitoring performance metrics, addressing bottlenecks proactively to minimize downtime occurrences.
- Product Owner for the oversight of ITSM & GRC Modules being implemented for ServiceNow.
- Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end delivery.
- Evaluated and recommended new tools and technologies that resulted in increased development efficiency and up-to-date technical skillsets within the team.
- Complete oversight of the Support Desk and providing training and support of triaging incident tickets
- Lead weekly meetings with management and responsible IT leadership to discuss and escalate any open/closed incidents and problem tickets to ensure adherence to critical metrics (e.g., SLA, KPIs).
- Oversee the company’s end of life project for Hardware, Operating Systems and Applications as required by the OCC
- Supervised work of programmers, designers and technicians, assigned tasks and monitored performance against targets.
- Fostered culture of innovation, encouraging exploration of new technologies and approaches to solve complex problems.
ServiceNow Product Owner
Advanced Disposal
09.2017 - 08.2019
- Oversaw all ServiceNow product deployments from vision and creation to rollout and delivery.
- Owned and prioritized product backlog.
- Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
- Provide documentation (functional spec, BRD, etc.) for new technology projects, or changes to existing technology projects to meet business needs.
- Manage scope, requirements, issues, risks, budget and roadblocks and contingency plans on assigned projects, and conduct project reviews with impacted staff.
- Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
- Cultivated strong relationships with key stakeholders by maintaining open lines of communication and addressing concerns promptly.
- Managed implementation of new features by outlining plans and specifications such as how, where, and when each component would work.
ServiceNow Product Owner
EverBank
03.2011 - 09.2017
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Collaborate with related departments/subject matter experts to develop, test, and implement informational reports and controls, ensuring accuracy and content, and develop, refine, or make recommendations on current use of technology used within the department.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
- Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
- Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
- Managed budget allocation and resource utilization to maximize marketing ROI.
Education
BBA - Information Technology
University of North Florida
Jacksonville, FL04-2015
Skills
- Operations Management
- Staff Development
- Professional Consulting
- Organizational Change Management
- ServiceNow
- Product Implementation
- ServiceNow Sales
- Strategic Planning
- Practice Management
Accomplishments
- Over 18 successful ServiceNow Implementations
- Successfully structuring and stabilizing two ServiceNow practices
- Successfully driving new sales for ServiceNow Practice that have totaled over $1.3M in just 8 months
- Supervised and Mentored a team of over 27 staff members
Certification
- ServiceNow Administrator 2022
- ServiceNow Certified Application Specialist Performance Analytics
- ServiceNow Certified Implementation Specialist - ITSM
- ServiceNow Certified Implementation Specialist – HRSD
- ITIL V3
- SAFe Agile
- Six Sigma, Lean, Kaizen Procedure and Methodology
- Agile/Scrum
Timeline
ServiceNow Sales & Practice Director
Tegria
05.2024 - 08.2024
ServiceNow Vertical Lead
CDW
10.2023 - 05.2024
ServiceNow Practice Lead
INRY
04.2023 - 10.2023
ServiceNow Solutions Architect
Silvergate Bank
02.2022 - 04.2023
ServiceNow Technical Lead
TIAA Bank
08.2019 - 02.2022
ServiceNow Product Owner
Advanced Disposal
09.2017 - 08.2019
ServiceNow Product Owner
EverBank
03.2011 - 09.2017
- ServiceNow Administrator 2022
- ServiceNow Certified Application Specialist Performance Analytics
- ServiceNow Certified Implementation Specialist - ITSM
- ServiceNow Certified Implementation Specialist – HRSD
- ITIL V3
- SAFe Agile
- Six Sigma, Lean, Kaizen Procedure and Methodology
- Agile/Scrum
BBA - Information Technology
University of North Florida
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