WILL PAPWORTH

Glory Global Solutions

• Brought in at the very beginning of an ITSM implementation to support development, testing and go live
• The project was green field, to install as close out of the box solution for the client
• Therefore customisation was made to many modules such as; Problem, Change, Incident, ECS and more
• Performed demos for the client and answered any questions
• Attended multiple daily standups to discuss direction, progress and issues
• Resolved challenging issues under tight deadlines, maintaining best practice standards.

EY DORA

• Provided technical analysis and consultancy on how best to meet the expectations of an internal proof of concept project.

Kyndryl

• Assisted at the end of the project to build UAT stories for novice ServiceNow users to run tests for a recently completed implementation.

Unilever

• Worked as part of a small team assisting Unilever's internal team to implement a Yantra Chat Bot using ServiceNow's API
• This included daily standups to go over any questions the client may of had and any workshops to dive deeper into the requirements

AstraZeneca/Alexion

• Supported the team by transferring all service catalog items from Alexion instance to the AstraZeneca instance as part of their integration

Mantrac

• Supported the team in an ITSM implementation project
• Focused on developing the client's service catalog

Unilever

• Worked as a part of a large team on a continuous effort to maintain the Unilever platform, by working through the stream of demands & enhancements
• Refining stories and completing development on a bi-weekly agile sprint schedule
• This included daily standups with stakeholders and product owners to discuss requirements & expectations of each story
• Also supported any open tickets when capacity was needed

• Maintained updated knowledge of the latest ServiceNow features and capabilities, keeping up to date with certifications.

• Part of a team managing hardware assets and software assets, as well as maintaining the CMDB. Tasks included; data validation, transform maps and removing inactive systems from our database
• Became the platform's User Experience Developer, this included attending standups with Citizen Developers to analyze their work and give feedback based on best practices for UX/UI. Also to integrate providing the best user experience possible into their way of thinking during development
• Became an integral member of a small team challenged with integrating the newly launched Now Mobile & Agent Mobile apps into the Jabil ServiceNow ecosystem. This included workshops with platform and product owners, stakeholders and managers on what requirements they want from a mobile app, including ability to submit catalog items, incidents and timesheets. We built, tested and supported NowMobile & AgentMobile through several versions after go live
• Joined the wider development team on supporting the development of enhancements & demands. Created documentation on Catalog Builder to ensure future developers were able to follow the best practices without issues