Krista Williams

Working with a client product team to help define the ServiceNow product vision. Transforming the ways of working, I implemented PI planning to help prioritise and drive the roadmap. Managing multiple backlogs within different strategies to drive the use and benefits of the platform. I worked on all aspects of product, from ideation to delivery. Always keen to find new areas of improvement for the platform, and use thereof. Improvement ideas & project deliveries range from removing technical debt, improving user & customer experience, to new processes & technologies. I ran large scale and complex projects, working with multiple development squads and user researchers to build the business requirements and development stories. I drove the technical design and ensured the successful UAT and delivery of my projects and products. I worked with stakeholders to identify automation & improvement areas within the product.

I was a key member of the Digital Service Management COE, supporting 160,000+ users across over 50 countries. I designed innovative solutions to support and enhance the platform and the business units using it. I leveraged the product to its best advantage whilst keeping an ‘out of the box’ and a ‘copy and adapt’ mindset. I liaised with the business in English and French to understand their needs and create solution proposals. As a Certified Agile Service Manager and Practitioner and I ensured that our processes reflected Agile values wherever possible. My main focus was around user lifecycles, digital identities, and automations. I designed the technical integration, aligned processes, and data flows between 4 core systems (inc ServiceNow & Workday). With a keen interest in user experience & journeys, I worked on redesigning the end user portals, implemented a chatbot for IT & HR departments, and worked with onboarding and offboarding workflows. Outside of my Solution Architect role, I was a sponsor for the Information Systems and Technology HR values project. I sponsored the ‘Innovation’ HR value, and created an initiative called ‘Creation days.’ This project allowed people to present innovative ideas to a jury with a view to being selected to receive the budget and 20% of their working time dedicated to their idea which is generally outside of their normal working scope. This extra role allowed me to drive innovation and digital transformation furthermore within the company.

I managed, developed and supported the ServiceNow platform, and lead solution design. I worked with stakeholders to understand their needs and create solution proposals. I defined the requirements and translated them into user stories for development. I developed the ServiceNow solutions for IT, HR, Facilities, and other business units. I assisted the delivery and maintenance of the product roadmap, designing and implementing solutions to improve enterprise adoption of the tool. I delivered the implementation of the HR Service Delivery application. I worked closely with Business Analysts to manage their work, controlling structure and format of user stories. I created email to case functionality for the HR department, which enables them to streamline their processes and reduce manual hours. For the Service Desk and End User Compute project go live, I created an IT Self Service Portal, which required multiple sessions with End User Forums and Business Change to analyse end user experiences. The Service Desk provider required an integration between ServiceNow and Remedy which involved intensive user stories and testing. I managed and prioritised the work pipeline, carried out release and sprint planning using Scrum methodology. I promoted code from development through to test and production environments, as well as planning upgrades and patches to stay in line with ServiceNow support. I provided training and demonstrations to end users, fulfillers and stakeholders.

Delivering numerous IT Service Management initiatives, with duties of a ServiceNow Business Analyst and Administrator, managing the daily administration tasks, the upkeep of the Self Service Portal and ServiceNow incident queue. Gathering the global business requirements and working with process owners to design, track & deliver a busy ServiceNow roadmap. The main focus of the roadmap I worked on was the delivery of a Self Service portal to the business including self log incident form, chat, self help & request module. Utilising project management and organisational skills enabled me to succeed and deliver the requirements to one of the world's leading law firms. I also worked within the Service Delivery team, working with various project teams to ensure the acceptance of new or amended services into an operational support environment. This role involved working with internal IT teams, vendors, and other IT functions to define the support offered by IT and documenting all support processes for sign off before the new service could be released into the business.

The role was an internal promotion from working on the Service Desk due to my capability to converse with business users and accurately resolve issues and provide value add and process improvement where possible. - ServiceNow – Process Improvement Working within project management team, provide business knowledge across all ITSM processes to outline weaknesses in current process and to accurately describe positive improvements for tool redevelopment. Post new process development I focus on UAT and communicating issues back to project management team to ensure seamless integration into production environment. Developing the Self Service portal for end users to log incidents and requests, focusing on the new Request Catalog and user Knowledge Base. - Sailpoint – Audit Control and Role Profiles Gathering business requirements and Role profile data. - Global Desktop Refresh project Build machines, store and load data using USMT Tool. Onsite support for users post refresh, and business engagement with IT MD and local managers.

I joined the team as part of insourcing the IT support model. I went to the French, Belgian and Italian office on the migration trips to build machines, transfer users’ data and assist with technical issues. Once the users were migrated, we provided onsite support. I was heavily involved with the Service Now team to develop the tool in readiness for insourcing the support model. I worked with project management team on UAT and provided solutions and improvements. Once migrated, I assisted users in English, French and Italian, supporting European and worldwide branches. I managed incidents, requests and knowledge articles. I used the Service Now tool to manage my work and I provided Service Now training to my teams, and assignment groups – both internal and external. I qualified in ‘Train the Trainer’, and ITIL v3 Foundation

I thoroughly researched new leads in France and the USA to sell a SaaS reservation system to ski hire companies. I kept all information up-to-date across the business CRM and other associated documents. A customer facing role I dealt with clients via email and telephone in multiple languages. Alongside my standard role I translated the website and company documents into French. With my capabilities of dual languages I attended a sales week at a ski expo in Munich to provide support to my colleagues. In preparation for such events, I worked directly with the executive management team to organise, develop and improve sales processes and sales documents.

Whilst at Intel I fulfilled numerous administrative tasks, including; PA work, facilitating payment of bills and e-checks, organising meetings and booking rooms, creation of new security access, sending packages, distribution of post, dealing with client requests, creating invitation letters for international visitors, keeping excel and network information up to date on incoming/outgoing staff, and provide support for all staff in person and via Microsoft Lync.

In this role I trained telephony managers on a national scale in France on sales and commercial products for E.Leclerc. It was a fast paced role and I had to prioritise, plan meetings, using Microsoft products including Excel and Access to provide clear and concise information. Working within strict timelines I worked in a small team train the management across France before the release date of their new products. The managers that I trained were non English speakers and often had time constraints due to the importance of their role. Despite this, I surpassed objectives and targets, and as a team we successfully completed training for all managers across one of the biggest enterprises in France.

A teaching role whereby I taught English to French speakers, in doing this I created lesson plans and organised the lesson structure. It was my responsibility to gauge their skills and abilities to provide the best learning environment possible. The lesson planning was essential to successful lessons. The classes were based on several hour sessions and delivered on a reoccurring basis. These could also be one to one to provide the best tuition based upon an individual’s capability. I found that by keeping the lessons animated whilst instructive the students gained the most value. All lessons and accomplishments were reported back to management which was the basis to progress new opportunities and levels of instructions for my students.