Process Improvement Consultancy Services

Jason Ewing

Phone: 530-***-****

Email: **********@*****.***

Professional Summary:

Highly motivated and results-oriented Process Improvement / Implementation Specialist and Technical Writer for ServiceNow and Cornerstone with over 20 years of experience in the healthcare, technology, and programming field. Proven ability to excel in both government and corporate environments, leading complex projects, and driving process improvement through technical expertise and strong analytical skills. Skilled in Agile and Waterfall methodologies, cloud administration, and various programming languages. Passionate about fostering collaboration and continuous learning within teams. Ability to relocate location as needed. No preferences on work shift with the ability to work a flexible schedule.

Experience:

State of California, Department of General Services - West Sacramento, CA

Enterprise SaaS Process Improvement / Implementation Specialist

July 2017 – Present

Guided County-level public-sector IT implementation projects for the state of California, ensuring adherence to project timelines and successful delivery of milestones.

Managed and monitored implementation processes for Cornerstone, Adobe Sign and Adobe Experience manager, with over 200,000 active users, reporting progress to Executive Leadership.

Led Organizational Change Management (OCM) activities, developing and executing strategies to facilitate smooth transitions and system adoption.

Oversaw the development and delivery of training programs, conducted training sessions, and provided support to County staff to ensure successful system adoption.

Developed and delivered Go-Live readiness checklists and live demos of new systems/products to ensure all necessary preparations were complete.

Automated asset management processes, reducing manual effort and processing time by 40%, which is in line with our focus on optimizing process efficiency.

Integrated ITAM with ServiceNow's incident and change management modules, improving response times.

User Support: Provided support for CPS users, including adding/removing users, groups, roles, requests, and related workflows. Assisted with reporting, training, and onboarding.

Issue Resolution: Troubleshot user or system issues and escalated to the ITSM tool vendor as needed. Managed vendor relationships to ensure services and performance expectations were fulfilled.

Collaborated with technical staff and product teams to gather comprehensive product specifications and features for Cornerstone LMS and ServiceNow.

Created, updated, and maintained tailored documentation for various personas including end-users, managers, admins, solution consultants, and developers, ensuring technical accuracy and clarity for Cornerstone LMS and ServiceNow platforms.

Developed and managed a technical knowledge base serving as a resource for in-depth technical information on Cornerstone LMS and ServiceNow.

Incorporated visual aids, diagrams, and charts to support textual content and facilitate better understanding of Cornerstone LMS and ServiceNow functionalities.

Training and Documentation: Provided training and onboarding to new staff on the system, ensuring that documentation was current and comprehensive. Authored and peer-reviewed a wide array of documents, including functional, technical, training, and marketing materials.

Managed Demand Management initiatives on the ServiceNow platform, overseeing the lifecycle of demand requests with a focus on Software for employees, from intake and evaluation to prioritization and fulfillment. Implemented custom configurations and workflows tailored to organizational needs, enhancing transparency and accountability in resource allocation decisions across multiple departments and projects.

Supported state federal customers’ business requirements related to custom and scoped applications for the ServiceNow platform.

Agile Methodologies: Wrote stories with acceptance criteria and performed functional tests in accordance with Agile best practices. Participated in Scrum meetings and assisted in quality management reviews to ensure all business and design requirements were met.

Organizational Change Management (OCM): Supported OCM efforts by providing information on the "to be" solution. Developed strong internal relationships with key stakeholders and subject-matter experts across the organization.

Conducted thorough requirements gathering and analysis for Service Portfolio Management (SPM) implementation in ServiceNow, collaborating with stakeholders to define business objectives, service requirements, and operational priorities.

Designed and implemented customized workflows, SLA tracking mechanisms, and user dashboards in ServiceNow, enabling real-time visibility into service performance, SLA tracking, and compliance metrics. Facilitated proactive decision-making and enhanced service delivery efficiency, driving significant improvements in customer satisfaction and operational effectiveness.

Acted as the primary liaison between State and Executive Leadership, facilitating clear communication and alignment throughout the implementation and post-implementation phases.

Monitored post-implementation performance, provided feedback for process refinement, and continued support to address any issues and stabilize new systems.

Worked closely with product management, development teams, and customer service to align documentation and training materials with user needs and product evolution for Cornerstone LMS and ServiceNow.

Engaged with users and stakeholders to gather feedback and enhance documentation and training efficacy for Cornerstone LMS and ServiceNow.

Acted as a liaison between technical teams and non-technical users, facilitating clear and effective communication of complex concepts related to Cornerstone LMS and ServiceNow.

State of California, Department of Health Care Services - Sacramento, CA

Medi-Cal Programmer and Analyst

02/2012 to 07/2017

Developed, enhanced, and maintained Medi-Cal sub-systems on mainframe platform, utilizing COBOL, TSO, JCL, VSAMS, and File Manager.

Streamlined ad-hoc programs into production automation, significantly improving efficiency.

Supported the design and development of applications, reports, and database platforms to enhance operational efficiency and improve business processes.

Reviewed and analyzed ongoing customer requirements for enhancements, bug fixes, and maintenance requests for information systems.

Translated highly complex concepts into understandable terms for a variety of audiences and developed complete descriptions of all specifications and solutions required.

Participated in various aspects of user consulting, systems analysis, general systems design, and vendor contracts.

Assisted in maintaining a Medicare Advantage Adjustment Risk knowledge base and performed all other related duties as assigned.

Apple, Inc. - Sacramento, CA

Senior Support Advisor / Team Backfill Manager

06/2008 to 12/2011

Provided top-tier customer support across multiple Apple products.

Specialized in CPU and iPhone support, consistently recognized with ACEA awards for outstanding customer satisfaction.

Represented the team in Apple business meetings and served as Backfill Manager, driving performance numbers to meet business goals.

- Earned certifications for Mac hardware and Mac OSX expert during tenure at Apple.

Education:

B.S. in Information Technology Management, University of Phoenix, Sacramento, CA (May 2007)

AA in Electrical Engineering Technology, Lincoln Institute of Technology, Allentown, PA (09/1999 to 01/2001)

Skills:

February 2022 - Cornerstone CSX Administration certification

February 2020 - Lean Six Sigma Green Belt – cert 36292414

December 2019 – ServiceNow Certified System Administrator (CSA) – cert 272001071

November 2023 – Udemy ITIl v4 certification in Practice Manager

January 2007 – earned my VMware Sales Professional certification

February 2008 – completed VMware course in Installation and Configuration

2008 – Present: Mac Certified Pro certification

2008 – Present: Mac Portable certification

2008 – Present: Mac CPU/Desktop Certification

2008 – Present: Mac OSX Expert Certification

Proficient in Agile methodologies (Scrum, Kanban) and the full software development lifecycle (SDLC).

12+ years of experience with systems analysis in government contracting environments.- Experience with JIRA, Microsoft Office Suite, SQL, MySQL, Linux, UNIX, and Windows Server software

12+ years of understanding of the full software development lifecycle (SDLC) with recent successful experience in Agile methodologies (Scrum).

10+ years performing Process Improvement with more than seven of those years being an expert / SME in my field

8+ years of experience facilitating requirements gathering and JAD sessions.

7+ years of ServiceNow Platform Management: Architecture, design, and implementation expertise across multiple modules (SAM, ITSM, ITOM, ITAM, SPM, Vulnerability, GRC)

Technical Writing: Proficient in creating and maintaining comprehensive documentation for various user personas on Cornerstone LMS and ServiceNow.

Instructional Design: Experienced in designing and developing engaging training materials and certification programs for Cornerstone LMS and ServiceNow.

Technical Proficiency: Knowledgeable in technology principles including APIs, SDKs, authentication, and version control for ServiceNow.

Communication: Strong written and verbal skills, with the ability to translate complex technical information into clear, user-friendly language for Cornerstone LMS and ServiceNow users.

Project Management: Skilled in organizing and managing multiple projects simultaneously, ensuring timely delivery and quality for Cornerstone LMS and ServiceNow initiatives.

Collaboration: Ability to foster collaborative relationships with cross-functional teams and external stakeholders, particularly in projects involving Cornerstone LMS and ServiceNow.

Professional Development:

Developed and maintained numerous hours of training videos for the California State

Created 12 State and Department use SharePoint sites

Published 22 public articles on Apple’s website

Successfully managed multiple IT projects using Agile methodology, ensuring adherence to timelines and budgets.

Improved demand process efficiency, reducing manual effort through streamlined procedures and automation.

Led a team to implement a new IT service management system, resulting in a 30% increase in operational efficiency.

Led complex documentation and training projects for Cornerstone LMS and ServiceNow, ensuring alignment with strategic goals and user needs.

Applied instructional design methodologies to develop effective training programs for diverse audiences using Cornerstone LMS and ServiceNow.

Maintained up-to-date knowledge of platform updates, technological advancements, and industry trends for Cornerstone LMS and ServiceNow.

Published technical articles and developed knowledge base resources to support continuous learning and improvement for Cornerstone LMS and ServiceNow.

Contact this candidate