Jonathan R. Jackson

ServiceNow® Architect: March 2021 - present

 

• Oversee all aspects of development and implementation work, across multiple ServiceNow applications, to ensure a satisfactory balance of user requirements, best practices, future roadmap, and reduced technical debt, to deliver successful solutions to our users

• Collaborate with business analysts to write technical aspects of user stories

• Implement standards to facilitate development work among multiple sub-prod work streams among third-party consultants and internal developers

• Facilitate clone-down procedures and planning among multiple development teams​

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Projects Overseen/Delivered or In Progress:

• Migrate Banner General Person creation process from legacy systems to ServiceNow

• Collaborated with Identity & Access Management team to migrate ServiceNow single sign-on from legacy Shibboleth-based system to Azure AD

• Migrated Sponsored Account process from legacy systems to ServiceNow

  • Used to provide access to university systems to external users (e.g., visiting faculty, vendors, contractors, etc)​

  • SOAP and REST integrations with multiple identity systems

  • With light customization, utilized out-of-box delegate functionality to allow managers to delegate access to the sponsored account process

• CSM: Registrar's Office

• CSM: Global First-Year Programs

• Hardware Asset Management

  • Utilized out-of-box Intune and JAMF integrations to pull asset data from those systems​

• Service Portal redesign (public access)

• Collaborated with the university branding office to incorporate the university's global header/footer onto public-facing content hosted on a variety of ServiceNow portals

• CSM: Facilities Case Management

  • Built integration with Archibus via REST API​

    • Pull location data to ServiceNow Location table (cmn_location)​

    • Push case submission and survey response to Archibus work order

• IRM/GRC implementationion for CMMC

• Discovery Implementation

• Now Mobile app initial deployment (COVID, IT, and HR)

• CSM: Office of the Chancellor Finance Case Management

• Formalization of ServiceNow team's release management process

• ServiceNow's Safe Workplace Applications to facilitate safe operations during the COVID-19 pandemic:

  • Contact Tracing

  • Employee & Student Wellness Screening

  • Vaccination Status

  • Knowledge 21 Presentation

​ServiceNow® Technical Consultant: August 2019 - March 2021

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• Implement ServiceNow Safe Workplace Applications in a university setting to safely open campus during the COVID-19 pandemic
  (view demo)

• Work with university contact tracing staff to implement ServiceNow's Contact Tracing application

  • Including:

    • Tracking positive cases and close contacts of positive cases.

    • Integrating via REST API with university's test scheduling application to transition individuals between the university's non-symptomatic and symptomatic testing sites.

    • Develop reporting and data standards to successfully report contact tracing data to the State Department of Public Health.

    • Work with university and IT leadership to implement ServiceNow's Employee Health Screening application

      • Used by all on-campus constituents (Students, Faculty, and Staff) to perform daily symptom and close contact checks

      • Integrated with the Contact Tracing application to create a close contact record when a user indicated close contact during their daily check

General:

• Develop, design and own technical solutions on client platforms.

• Provide administration, application development, maintenance and technical support using best practice web programming techniques to configure robust solutions to clients utilizing the ServiceNow platform.

Manager, IT Service Management: April 2016 - August 2019

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• Manage a staff of two ServiceNow Developers assigned to the university’s implementation of ServiceNow; and a part-time Asset Management Coordinator assigned to manage faculty and staff workstation assets within two colleges on the Dayton Campus.

• Led a cross-functional project team to implement the organization’s first formalized Incident Management and Request Fulfillment processes. Used the ITIL framework as a basis for developing processes that balanced industry best-practice with organizational culture and structure.

• Led the university’s implementation of ServiceNow, serving as a developer and an internal project manager in a partnership with an external implementation partner. Project delivered on time and under budget.

• Using agile development methodologies, serve as scrum master for ongoing ServiceNow development of user stories, enhancement requests and defects; working within two-week sprints.

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Manager, Desktop Services: August 2013 - March 2016

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• Led a staff of 10-12 End User Support Specialists who supported approx. 2,500 workstation across the entire Dayton Campus; and provided Tier-1 Service Desk phone, email, and walk-in contacts with users.

• Provided leadership to a project team responsible for deploying Pharos Uniprint print management system with Xerox-managed printers to entire campus.

• Monitored and reported applicable metrics to senior IT leadership to provide insight on the volume and effectiveness of staff's daily tasks.

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End User Support Analyst: May 2010 - August 2013

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• Provided technical expertise and user insight on multidisciplinary project teams to deploy services impacting University-wide systems:

  • Conversion of the University’s directory services environment from Novell to Active Directory, including conversion of print management.

  • Conversion of on-premise email to Microsoft Live@Edu, then to Office 365.

• Implemented and administered applications to more effectively provide support for users: e.g., MediaWiki knowledge-base, Bomgar remote support administration, QMaster phone queuing, TruArx policy compliance (Red Flags and PCI-DSS), FrontRange (now HEAT Software) HEAT incident management.

• Implemented QMaster phone queuing configuration, and HEAT incident management system for new student services office (RaiderConnect).

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Help Desk Analyst: June 2006 - May 2010

• Provided telephone and remote support of hardware, software, and online systems used by faculty, staff and students.

• Provided workshop instruction to university faculty and staff on the use of Microsoft Access and basic database design.