NewRocket Managed Services Architect
The Managed Services team was executing various monthly services without any standardization, which delivered inconsistent results across all customers. Created monthly patch, ServiceNow store app, and family release programs as part of a Managed Services offerings program for over 70 customers. This delivered consistent, positive results and reduced overall implementation efforts. Administrators went from being able to manage up to 3 customers at once to being able to manage up to 8.
As a Managed Services provider to over 70 customers, Enhancement, Break Fix, and Admin requests were managed in the MSP instance via the CSM module; however, clients often had to track the same data in their own instance, which led to having to swivel chair information between both instances. A sophisticated eBonding solution was built to automate the data exchanges between any customer instance and the MSP instance and accept any customer data and transform it into a unified data model in the MSP instance. This resulted in the elimination of all swivel chair efforts as well as manual data entry errors. Implementing a new customer with this eBonding solution was also reduced from 24 hours down to 8.
Provided application/technical support and expert guidance to ServiceNow customers in close collaboration with ServiceNow. Supported NewRocket ServiceNow clients while serving as a Senior Architect for the platform-managed services team. Identified industry trends and provided strategic and technical recommendations to implement effective solutions.
An MSP customer was using multiple systems to manage CMDB data and one of the systems was up for an expensive contract renewal. Data migration, data validation, ServiceNow training, and operational maintenance plans were created and executed that allowed all of the data to be migrated from the legacy system to the ServiceNow CMDB. This resulted in being able to retire the legacy system, add further CMDB data unification for the customer, and increase ServiceNow capabilities (CSDM, SecOps, VR) based on having the CIs in the system.
