Kali Brown

• Prioritize 80+ enhancement requests by conducting data driven impact and LOE analysis, reducing delivery bottlenecks by 30% and accelerating feature deployment. • Led requirements elicitation and documentation for two high priority ServiceNow integrations (Citrix, custom iApp), enhancing data synchronization and improving reporting accuracy across systems. • Spearhead the implementation of a ServiceNow Change Management process, automating a previously manual workflow to improve visibility, ensure regulatory compliance, and reduce approval cycle time. • Serve as Scrum Master, removing team impediments, tracking velocity, and facilitating retrospectives, resulting in a 25% increase in sprint predictability and improved team performance. • Direct UX team in designing wireframes and system architecture diagrams, aligning with stakeholder expectations and cutting UAT phase rework by over 40%.

• Directed the Operations & Maintenance (O&M) workstream for a federal portfolio of 20+ ServiceNow applications (custom and OOTB), coordinating across development, security, and governance teams to ensure platform stability and continuous delivery. • Led Agile ceremonies as Scrum Master for an 8-person team, tracked velocity, and applied Agile coaching techniques that boosted sprint throughput by 25% and improved delivery consistency. • Managed end-to-end testing efforts, including functional and regression testing in sub-production environments, reducing deployment related defects by 30% through early issue detection. • Orchestrated UAT sessions with business users leveraging ServiceNow Test Management 2.0, capturing, triaging, and resolving issues to improve the user acceptance rate prior to go-live and enhance end-user satisfaction. • Owned and streamlined change management, drafting and tracking change requests while partnering with Platform & Governance teams to accelerate implementation timelines and ensure regulatory compliance.

• Led requirements elicitation for two mission critical applications (Falcon and Reunification), partnering with 11+ SMEs to refine 40+ user stories, improving story quality and accelerating delivery timelines. • Reduced active backlog by 45% in under 6 months through continuous grooming, prioritization, and developer coordination, aligning sprint goals with evolving business needs. • Identified usability enhancements within 3 months of onboarding, driving higher user adoption for two high impact custom ServiceNow applications. • Triaged and flagged recurring defects during sprint reviews and QA cycles, contributing to a measurable decrease in post-deployment incidents and enhanced release quality. • Authored 10+ test cases per sprint to validate ServiceNow functionality, leading to a 98% UAT pass rate and faster defect resolution. • Led large scale data cleanup efforts, correcting thousands of records within the custom Falcon application to improve data accuracy and integrity for critical federal reporting requirements.

• Designed and implemented a streamlined ServiceNow approval workflow, reducing federal procurement forecast review time by 58% and saving significant administrative hours annually for the client. • Served as Product Lead for Operations & Maintenance (O&M) across 5 enterprise ServiceNow products, supporting 4 cross-functional teams and ensuring compliance with federal standards and operational efficiency. • Acted as Scrum Master for two Agile development teams (ServiceNow and AWS), facilitating Scrum ceremonies, clearing blockers, and driving 35% improvement in team velocity over 12 months. • Owned Agile reporting and delivery tracking, maintaining roadmaps, sprint schedules, and dashboards to support on time delivery and real time visibility for executive and program stakeholders. • Managed Azure DevOps boards for backlog grooming, sprint planning, and reporting, enabling a successful multi-team proof of concept initiative and establishing repeatable delivery practices.

• Increased end-user adoption and reduced support tickets by 20% post-deployment by proposing and leading the rollout of video walkthroughs and Knowledge Articles for new application releases. • Delivered monthly executive reports analyzing trends in ticket volume, fulfillment rates, and issue categorization across Tier 1 and Tier 2 support, enabling data driven decisions at the executive leadership level. • Authored comprehensive SOPs, job aids, and user guides, reducing onboarding time for new fulfillers by 25% and improving team self-sufficiency. • Collaborated with the Platform Administrator to prep and validate update sets for weekly deployments, contributing to a 90% deployment success rate and streamlined release cycles.

Key Achievement: Recognized the need for an optimized process for handling requests due to the lack of resources on hand. My suggestion to leadership made my team more efficient and catapulted our total processing metrics upward by 19% and reduced the number of requests in our queue per day. • Consulted with Privacy Office leadership to process 100+ requests per day to meet deliverables. • Sustained accuracy and Personally Identifiable Information (PII) through ensuring captured biometrics correspond with the correct party. • Generated 2 bi-weekly status reports and shared the findings, and conclusions with the team to improve strategy and operations. • Aided team members in resolving network connectivity or peripheral issues as they arose.

Key Achievement: Single-handedly increased my departments’ daily and weekly metrics by 51% through processing applications at an accelerated rate. This achievement granted the team more visibility and was recognized by leadership. • Trained new employees on the application review process, company procedures, and best practices. • Processed 300+ applications daily using in-house software, ensuring accuracy and completeness. • Aided in troubleshooting network connectivity issues utilizing command prompt and control panel. • Presented recommendations for team and department improvements to leadership to continuously streamline processes and procedures. • Cross-trained in 2 other departments to support the improvement of the organization’s metrics and to develop a wholistic understanding of the processes.

Key Achievement: Resolved and closed 80% of tickets without escalation. • Supported more than 250 on-site & remote users through Tier 1/Tier 2 support by phone, Remote Desktop, and administration through Microsoft Active Directory. • Conducted end-user security training on device security, passwords, and social engineering. • Monitored 100+ inbound and outbound emails daily for security vulnerabilities and threats using Sophos Enterprise Security. • Governed the usage of RSA SecurID tokens to guarantee only authorized users had access to the network. • Performed weekly vulnerability assessments on software applications and reported discovered weaknesses to management.