Stephen Pierce
Baton Rouge
Summary
- Subject-matter expert in ServiceNow, with a history of delivering results in implementation, administration, training, reporting, and performance analytics.
- Results-driven and motivated technology leader with extensive experience building and strengthening systems, applications, and infrastructure to meet the needs of large organizations. Offers exceptional management skills, leading teams, processes, and initiatives in the achievement of technical, operational and fiscal goals within projects with company-wide impact.
- Applies strong attention to detail and exceptional business and technical skills to consistently meet and exceed performance targets, with a history of delivering results in technical support, project management, strategic planning, and process improvements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
ServiceNow Consultant
Infosys
10.2021 - Current
- Provide team leadership and subject-matter expertise for projects in ServiceNow ITSM, ITOM, SPM, and HRSD
- Driving agile development process as scrum master and oversaw platform support for a top 5 financial services company and other clients
- Leading teams of up to 12 to implement ServiceNow applications and capabilities and customize solutions to client needs
- Managing end-to-end project lifecycle, including requirements gathering, solution design, development, testing, deployment, and post-implementation support
- Collaborating with cross-functional teams to define project scope, objectives, deliverables, and timelines
- Developing comprehensive project plans and schedules to ensure timely completion of all project milestones
IT Service Desk Manager
LHC Group
10.2020 - 10.2021
- Company Overview: National provider of post-acute care services
- Fulfills a critical role supporting tens of thousands of users at this national provider of post-acute care services, supervising remote service desk teams handling a volume of over 1000 phone calls and 2000 service requests/incident reports each day
- Served as the architect of an improvement plan based on a review of performance metrics, customer survey results, and user comments
- Re-engineered the change management process to improve effectiveness and efficiency; contributed to the sourcing and hire of a new Change Manager
- Participated in the deployment of Microsoft Office 365 to more than 30,000 users
- National provider of post-acute care services
IT Service Management - ITSM Advisor
Blue Cross and Blue Shield of Louisiana
06.2013 - 10.2020
- Company Overview: Nonprofit health insurance corporation
- Served as a trusted advisor and subject-matter expert on ITSM issues, providing guidance and direction to C-level executive leaders at this nonprofit health insurance corporation
- Innovated multiple training resources for ServiceNow, including training modules, live classes attended by over 400 participants, and collection of videos addressing frequently-asked questions
- Leveraged the use of ServiceNow Performance Analytics to build custom reports, dashboards, and metrics to provide insight into the health and direction of IT service management within the organization
- Restructured the ITSM team to align full stack engineers with core processes
- Transitioned the team to a remote work model while providing support to configuration management and incident management
- Captured substantial gains in the efficiency and productivity of ServiceNow development efforts by championing the adoption of Agile principles
- Nonprofit health insurance corporation
IT Support Manager
Amedisys
10.2010 - 06.2013
- Company Overview: One of the largest home health providers and the second largest hospice care provider in the nation
- Effectively managed two supervisors and 18 Tier 2 analysts supporting over 12,000 home health clinicians within one of the largest home health providers and the second largest hospice care provider in the nation
- Maximized the impact of the team through the development of help desk software, analytic reporting, and remote administration tools
- Credited with eliminating a backlog of 200 support tickets and reduced expenses by lowering headcount by 20%
- Launched a knowledge-base that served as a resource for inquiries regarding IT, business operations, and Human Resources
- Authored a service desk agent manual that ensured consistency and quality by defining detailed procedures, templates, scripts and standards
- One of the largest home health providers and the second largest hospice care provider in the nation
Education
Some College - Computer Information Systems
DeVry University
06.1995
Skills
- IT Operations Leadership
- ServiceNow reporting and Platform Analytics
- Strategic Analysis & Planning
- Project Management
- Technical Writing
- IT Service Management (ITSM)
- End User Training
- Healthcare Industry knowledgeable
- ServiceNow Human Resources (HRSD)
Early Career
EARLY CAREER
• Director of Information Technology, H&E Equipment, Baton Rouge, LA
• Director of Technical Support, Jackson Memorial Health System, Miami, FL
• Director of Technical Support, The Regional Medical Center, Memphis, TN
• Managing Consultant, First Consulting Group
• Communications Computer System Operator, United States Air Force
Certification
- ServiceNow Performance Analytics Micro-certification, 03/01/20, Present
- ServiceNow Certified Systems Administrator, 02/01/20, Present
- ITIL intermediate v3 - Service Strategy, 01/01/18, Present
- ITIL Foundations v3, 01/01/13, Present
Military Service
United States Air Force
Personal Information
- Willing To Relocate
- Authorized To Work: US for any employer
Timeline
ServiceNow Consultant
Infosys
10.2021 - Current
IT Service Desk Manager
LHC Group
10.2020 - 10.2021
IT Service Management - ITSM Advisor
Blue Cross and Blue Shield of Louisiana
06.2013 - 10.2020
IT Support Manager
Amedisys
10.2010 - 06.2013
Some College - Computer Information Systems
DeVry University
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