Ken Li

ServiceNow Technical Product Owner

FedEx

July 2022 – Present

• Lead the design of scalable ServiceNow solutions aligned with company's requirements and platform capabilities • Define short term and long term roadmaps from 1 month to 3 month to 1 year milestones and objectives to Directors and higher management employees • Customize out of the box ServiceNow products such as ITSM forms and processes, Employee Experience, Workspace Operations, Catalogs with creation of user stories and working with development team consisting of 3 developers from Outsource Contract Company, refining backlog stories and completing milestones in agile sprint environment, and performing deep UAT testing for each story • Implement ServiceNow Predictive Intelligence from instance cloning to configuration of solution definition, training, and bulk testing of 40-50 items for production environment using classification, similarity and cluster frameworks • Serve as a trusted advisor on capabilities, customization, and integration best practices for ITOM, ITSM, Service Portal, Employee Experience, Workspace Operations • Mentor and lead ServiceNow team to provide the most value from ServiceNow Product • Design and architect CSDM framework for entire corporation mapping Business Capabilities, Business Services, Service Offering to Business Applications, Application Services and technical services and service offerings • Lead design and implementation of ServiceNow ITOM deploying multiple ServiceNow Mid Servers in AWS cloud with fault tolerant architecture including hardware readiness, installation, configuration, and discovery credentials setup • Implement ServiceNow Discovery with Mid Server on AWS Cloud capturing all CIs such as servers, databases, applications into CMDB with scheduled discovery including scanning, classification, identification and exploration • Implement ServiceNow Service Mapping (Top-Down Discovery) with MID Server through single and multiple application mapping and reviewing mapping with SMEs from different product teams • Implement and customize ServiceNow ITSM out of the box to fit more than 25 product teams and migrate legacy software (Pulse) for Incident and Change management to ServiceNow ITSM by gathering requirements, training users on Incident, Change, Problem and Knowledge Management • Design all process flows related to Incident, Change, Problem and Knowledge management • Implement Incident Management for 25 product teams with over 20,000 end users gathering business requirements and providing ongoing changes and fixes • Implement Problem Management lifecycle through detection, investigation, and resolution phases with customized page layouts, categorization and prioritization • Implement Change Management integrating with business requirements creating universal process flows for all product teams with 3 types of changes (Normal, Urgent, Emergency) with state models and Microsoft Teams integration for CAB • Design Knowledge Management governance plan with roles, responsibilities, workflows, metrics and implementation of knowledge bases across ServiceNow portal and Employee Experience • Design and implement Application Access Requests with Okta SSO for various applications • Create different types of catalogs on Employee Experience including Incident Request, General Service Request, Application Access Request, and Technical Service Request • Design and implement ServiceNow integration with PagerDuty for Significant Incident Management and On-Call Rotation to automatically trigger incidents and notify support teams • Setup Workspace Operations customization based on internal team requirements for Incident, Request and Change management • Implement Virtual Agent with Microsoft Teams to approve changes, get updated information on incidents or requests and answer general questions

Sr ServiceNow Analyst

General Motors (GM)

Jan 2021 – June 2022

• Implement, manage and onboard more than 8 SAP ERP applications onto ServiceNow consisting of over 10,000 end users including S4/Hana Fico and Fica, SAP Brim modules and applications • Design ServiceNow integration with Tenable 3rd party vulnerability tool and architect the integration with automated triage team matching vulnerabilities with CIs in CMDB and assignment groups using group rules, assignment rules and automatic creation rules • Implement ServiceNow and Jira integration by creating connections between instances and using Flow Designer to send JSON payloads to Jira via REST API to create issues and store information • Convert Jira Projects and Boards for various Product Teams to Agile Development Board in ServiceNow enabling incident tickets and changes • Implement, design and test ITAM and HAM in ServiceNow increasing corporate visibility on asset lifecycle, contractual agreements with 3rd party vendors and financial costs • Perform continuous development, improvement, and maintenance of existing ServiceNow modules • Create and maintain technical documentation and process flows for ServiceNow ITSM and ITOM • Provide end-user training and support for ServiceNow ITSM, Employee Experience and Workspace Operations • Create service catalogs and request forms for internal product teams using ServiceNow development tools • Implement ServiceNow HRSD for the HR resource team including process flows, documentation, meetings and training • Implement and customize Employee Experience based on business requirements from product teams • Perform ServiceNow client-side scripting using JavaScript for form events, loading, submission and field changes to hide/show fields, show alerts, set field values, popups and validation • Troubleshoot technical issues related to ServiceNow while working with product and support teams

ServiceNow Developer

Deloitte

August 2020 – Dec 2020

• Customize workflows, incident, change management processes and forms to fit product teams business requirements using agile methodology • Work in agile environment with daily scrum meetings and bi-weekly sprints on stakeholder and business use case Jira stories • Perform UAT test cases from all possible business and technical scenarios • Use App Engine Studio to create applications with custom templates or out of the box templates for specific task management or request management • Build applications using App Engine Studio creating data models, user experience through Catalog Items, Record Producers and Workspaces, logic and automation using decision rules and flows, and security through roles and permissions • Perform continuous development, improvement, and maintenance of existing ServiceNow modules • Conduct testing, debugging, and troubleshooting activities to ensure smooth and efficient operation of ServiceNow applications