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ServiceNow Architect and Administrator

Oakland, CA
June 10, 2018

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Matthew Scott

*** *** **. *******, ** ***** - 832-***-****

Experienced Certified ServiceNow Professional and Scrum Master

●Certified ServiceNow System Administrator

●Certified Implementation Specialist – HR

●Certified Scrum Master

●Certified ITIL v3 Foundation practitioner

●ServiceNow Reporting / Performance Analytics trained

●Led large co-located Scrum team of 25+ resources

●Produced four ServiceNow User Guides; one published in company Knowledge Exchange

Consulting Experience

KPMG, LLP – ServiceNow Technical Consultant (Jan. 2018 – Current)

Recruited as a Sr. Associate into the ITSM group to expand ServiceNow offerings and opportunities

Accenture – ServiceNow Consultant / Scrum Master (2016 - 2018)

Recruited as Business Analyst after graduating from Baylor University

Promoted to ServiceNow Consultant in the beginning 2016 due to continued delivery leadership, excellent client feedback, and senior Accenture leadership support

Selected Projects

State of Tennessee – ServiceNow ITSM Platform Architect (3 months)

Platform architect responsible for the implementation and daily operational maintenance of the ITSM suite for Incident, Problem, and Change; Request framework and Service Catalog; and integrations with Jira, Adobe Sign, and IAM tools.

Led technical team during the design and development of platform APIs and the appropriate request-response framework between client and server

Conducted technical requirements gathering for Web Service integrations to various third-party tools

Integrated with Jira for Incident and Problem remediation between the two systems, this is a bi-directional integration utilizing webhooks

Customized change management workflows for normal, standard, and emergency tasks and approvals

Migrated system update sets between environments with little or no operational impact to Production

Ensured platform integrity by upgrading to the most recent patch releases for defect and bug fixes

Maintained product and sprint backlog of current and future stories to be developed and implemented

Created work instructions and process guides for L1, L, and L3 engineer

Collaborated with multiple contracting resources to deliver the highest quality product across multiple workstreams and departments

Prepared HRSD materials for platform application enhancements

Riverside County – ServiceNow HR Delivery Technical Lead (4 months)

Technical lead and Scrum Master responsible for the overall technical development and delivery of the Human Resources scoped applications for Case Management, Knowledge, HR Portal, and various integrations with third-party systems: PeopleSoft, Workday, and Laserfiche (document repository)

Conducted design workshops to automate manual processes for Employee / Labor Relations, Total Rewards, Talent Acquisition, HR Operations, Payroll, and General HR COEs across the organization and employee service center tier 1 and 2 agents

Built County HR intake forms for HR specific inquiries to expedite case routing and resolution

Established HR knowledge base to help guide County employees and citizens to fast and effective answers to their inquiries, eliminating the need for arbitrary case creation

Created training materials for case agents to resolve cases in the most efficient manner

Configured ServiceNow Agile 2.0 application to establish an iterative development framework to effectively track and prioritize changing requirements, enhancements and defects

Coordinated and managed a development team of three offshore technical resources to enable consistent delivery of requirements

Maintained executive communications between project stakeholder in the form of weekly status reports, sprint analysis, and team efficiency metrics for project visibility and transparency

Integrated with PeopleSoft foundational fields to populate the HR Profiles during interim phase, later integrated with Workday for county deployment

Prepared and delivered UAT and training materials

Pfizer– BTI Program Scrum Master (5 months)

Leading Scrum Master responsible for a large, co-located development team consisting of Pfizer

and VMWare resources designing, building, testing and releasing vRA 6.0 to vRA 7.0 (vRealizeAutomation) update and a new vRealizeCodeStream (vRCS) package.

●Enabled a smooth transition from waterfall model of technical operations, CICD, and automation/orchestration development to Agile/Scrum fundamentals and mechanics

●Led the improvement effort for the automation team’s internal sprint processes and operationalized some aspects further in the client agile tool, TeamForge

●Restructured TeamForge (Agile Platform) data to accurately reflect program integration efforts and timeline for executive status reporting

●Implemented and facilitated Scrum ceremonies: Backlog Grooming, Release/Sprint Planning, Sprint Retrospectives, Sprint/Release Demo

●Facilitated requirements gathering sessions between current and future state operating models with two business analysts

●Created local dashboard of reportable agile KPIs - Burndown/Burnup charts, velocity consistency, stories committed vs stories completed, sprint slippage, etc.

●Implemented Defect Management structure to effectively maintain all defects and bugs creating operational bottlenecks

●Maintained client development and executive messaging

Johnson and Johnson – ServiceNow Business Analyst / Scrum Master (11 months)

Assumed Business Analyst and Jr. Developer role while assisting efforts across multiple

ServiceNow workstreams using Scrum methodology. Maintained GNS Reporting Team’s product backlog within ServiceNow Agile Development module to track team requirements and status to report to leadership.

●Assisted senior ServiceNow developers with the Data Complex Service Request redesign efforts through an integrated table approach

●Developed new front-end order guide containing 14 catalog items

●Created and customized variable sets for each catalog item complete with rule bases

●Imported and mapped multiple users, groups, and catalog Items into ServiceNow platform and related tables

●Facilitated the requirements gathering process for Complex Service Request Voice and Data form redesign including Visio process mappings

●Maintained the technical specification document

●Created over 400 operational and business reports between the reporting team (Data/INC/SSR/CSR/PRB/CHG)

●Defined, tested and verified SLAs for Complex Service Request Order Guide and Service Catalog

●Identified and documented 13 common Voice IPT/TDM Complex Service Request form variables and Task requirements to develop new Complex Service Request forms in ServiceNow

●Developed and maintained the future-state Complex Service Request Quoting process map

●Led the requirements gathering process of common Complex Service Requests which enabled developers to build backend workflow solutions

Johnson and Johnson -- Team Scrum Master (9 months – concurrent with SNow BA)

Responsible for driving consistent agile development while defining our lifecycle process to

design, build, test, release a minimum functional product as well as communicate executive status, all within the ServiceNow SDLC (Agile) module and created the User Guide for ServiceNow’s Agile module which is published on the company Knowledge Exchange portal.

●Acquired Scrum Master certification 2 months into project

●Assisted implementing the agile Scrum methodology among the Reporting Team within Accenture’s ServiceNow agile instance (Agile Development module)

●Consistently groomed the Reporting Team’s stories, tasks and backlog to ensure an accurate burndown of completed efforts

●Supported creating executive dashboard gauges for team progress visibility

●Facilitated Sprint Planning/Retrospect meetings


Baylor University – B.B.A. in Supply Chain Management, 2015

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