About Me

Customer-focused ServiceNow® Architect with 5+ 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.

Contact Details



Northeastern University

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 workstreams among third-party consultant and internal developers
  • Facilitate clone-down proceedures and planning among multiple development teams
    Support 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

GlideFast Consulting, LLC

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

  •    - 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 constiuents (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.

Wright State University

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.


Business and Service Management

  • 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, Feb 2020
  • ITIL® Intermediate - Service Offerings and Agreements, May 2019
  • ITIL® Intermediate - Service Transition, August 2017
  • ITIL® Intermediate - Operational Support & Analysis, February 2016


  • Project Management: Waterfall/Agile/Scrum
  • Leadership
  • Windows/Mac/Linux/iOS
  • HTML/CSS/Javascript/Angular/PHP
  • Apache/Nginx/MySQL
  • Active Directory/LDAP


Develop IT Service Management Office 2016 - 2019

ServiceNow® Ongoing Development 2016 - 2019

Change Management Process Development Q3 2017 - Apirl 2018

Incident Management & Request Fulfillment Process Development March 2016 - July 2016

ServiceNow® Implementation April 2016 - August 2016

Xerox Managed Print & Pharos Implementation 2014 - 2016


Wright State University

Master of Business Administration

Management, Innovation & Change

Bowling Green State University

Bachelor of Science in Business Administration

Management Information Systems

Get In Touch.

Feel free to send me an email: jacksonjonathan@gmail.com

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