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Jonathan R. Jackson

ServiceNow® Architect, ServiceNow® Certified System Administrator and Certified Implmentation Specialist
ITIL® 4 Managing Professional



Customer-focused ServiceNow® Architect with 8+ years developing on the ServiceNow platform; and over 15+ years IT experience ranging from providing Service Desk support to implementing IT Service Management initiatives and implementing & developing on the ServiceNow platform at public and private universities.



Northeastern University
Boston, Massachusetts

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​

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:

GlideFast Consulting
Boston, Massachusetts

ServiceNow® Technical Consultant: August 2019 - March 2021

  • 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


  • 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

  • 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.

Manager, Desktop Services: August 2013 - March 2016

  • 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.

End User Support Analyst: May 2010 - August 2013

  • 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).

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.



Wright State University

Dayton, Ohio

Master of Business Administration

Concentration: Management, Innovation and Change

Bowling Green State University

Bowling Green, Ohio

Bachelor of Science in Business Administration

Major: Management Information Systems


Business and Service Management

  • Certified ScrumMaster, April 2023

  • ITIL® 4 Managing Professional, April 2020

  • Business Relationship Management Professional, March 2019

  • Lean Six Sigma Green Belt, January 2018


  • ServiceNow® Certified Implementation Specialist - ITSM, April 2020

  • ServiceNow® Certified System Administrator, October 2016

ITIL® v3

  • ITIL® Intermediate - Service Strategy, March 2020

  • ITIL® Intermediate - Continual Service Improvement, February 2020

  • ITIL® Intermediate - Service Offerings and Agreements, May 2019

  • ITIL® Intermediate - Service Transition, August 2017

  • ITIL® Intermediate - Operational Support & Analysis, February 2016

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