Summary
Overview
Work History
Education
Skills
Accomplishments
Willing To Travel
Certifications And Honors
Timeline
Generic
Scott Allen Albright

Scott Allen Albright

Fort Worth

Summary

Senior Engagement Manager with over 20 years of experience in IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and Digital Transformation. Experienced in engaging with clients, understanding business challenges, and delivering ServiceNow solutions to improve efficiency, automation, and reduce costs. Background in pre-sales consulting, solution design, and stakeholder management, with a history of creating strategic alliances and building trust-based relationships.

Overview

16
16
years of professional experience

Work History

Sr. Engagement Manager

ServiceNow
05.2021 - Current
  • Manage cross-functional projects and teams, senior executives, and customers, offering a unique customer experience for technical projects, mainly for Fortune 500 clients
  • Provide weekly/monthly, quarterly updates to the customer and internal executives
  • Oversee each project phase and coordinate cross-functional teams internally and externally
  • Initiate or participate in strategic initiatives impacting the project approach and direction
  • Develop and present value propositions to customers, fostering ongoing collaboration
  • Work with account and sales teams to identify growth opportunities within ServiceNow and generate new sales opportunities

Sr. Project Manager

USAA
06.2020 - 05.2021
  • Company Overview: Contractor with TEKsystems
  • ITSM Project Lead managing ServiceNow platform reset and software deployments, leading multiple teams while ensuring customer satisfaction
  • Advised and consulted with customers to understand their needs and business models, address process and governance issues, and create solutions with stakeholders to establish a product roadmap
  • Collaborated with multiple ITSM and ITOM teams incorporating best practices to adopt best practices and streamlined workflows
  • Demonstrated the value of the ServiceNow re-platform initiative to USAA leadership through project reports, governance, and accurate LOE estimates
  • Lead discussions on ROI and operational metrics for the ServiceNow re-platforming project
  • Assisted the IT Chief of Staff in setting up USAA’s ServiceNow Catalog team, defining roles and responsibilities, improving work quality, and reducing delivery time through efficient processes and digital workflows
  • Contractor with TEKsystems

Delivery Manager

Vericast
05.2016 - 06.2020
  • Directed and led ServiceNow development teams and administrators from project initiation through the delivery of final product
  • Developed a strategy to automate employee credit card requests between Harland Clarke and Bank of America saving company $770,000 in cost per year
  • Led and deployed a home-grown application within the ServiceNow platform eliminating manual billing needs via automation and robotics resulting in $2.6M of new revenue year one
  • Overseen a team of 10+ IT professionals to successfully design and build ServiceNow automation into a new suite of Vericast Loan Engine and Marketing Campaign tools
  • Collaborated with product owners, core scrum team, and technologists to define solutions and drive progress
  • Implemented Agile for the ServiceNow Development Team, that was previously Waterfall, increasing their velocity by 63% within the first 6 months of Agile adoption
  • Enforced Kanban principles as a scrum master that resulted in reduction of Cycle time by 30% thus increasing team's throughput in less than 8 weeks

IT Asset Manager

HP Enterprise Services
03.2009 - 03.2016
  • Company Overview: Food and Drug Administration (FDA)
  • Responsible for Asset Management and administration in accordance with company policies and customer specifications
  • Self-directed, managed and maintained tracking of 300,000 devices, certificates, and software packages within the data center
  • Coordinated the creation of Asset Manager v5.1 within account structure at the same time working in tandem with team members and vendor to link the AM database to uCMDB, Service Manager, and Discovery and Dependency Mapping Inventory (DDMi)
  • Responsible for the management of 3 government data center facilities
  • Duties included the administration of all UNIX and Windows servers and the Database, Middleware, Storage, Backup and Recovery environments that reside on those servers
  • Served as the primary interface during the initial procurement and installation of all hardware, software and services upon the successful award of a task order; coordinate installation and configuration on the data center floors; coordinate implementation resources, and transition newly implemented systems to long-term operational care; whether it is a single structure or a whole server farm
  • Food and Drug Administration (FDA)

Education

Business Management - English Major

Georgia State University
05.2000

Skills

  • ServiceNow consulting
  • ServiceNow Platform (ITSM, ITOM, ITAM, CSM, HRSD, SecOps)
  • Implementing and optimizing ServiceNow modules
  • Enterprise cloud software solutions
  • Collaboration with product management
  • Collaboration with product marketing
  • Collaboration with partners
  • Collaboration with professional services
  • Management skills
  • Pipeline building
  • Coordination with Sales
  • Agile/Scrum software development processes
  • Workshop skills
  • Stakeholder presentation skills
  • Professional presentation skills
  • Facilitation skills
  • Communication skills
  • Influencing skills
  • Client-facing sales expertise
  • Discovery workshops
  • Customer challenges identification
  • Persona-based product demonstrations
  • Client partner relationship development
  • Strategic program guidance
  • Customer journey sessions
  • Feedback to product management
  • Market analysis
  • Competitive analysis
  • Willingness to travel

Accomplishments

  • Supervised team of 30staff members.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 30in the development of Cargill Procurement project.

Willing To Travel

True

Certifications And Honors

  • Knowledge 2024 Speaker, 05/01/24
  • Certified System Administrator (CSA), 04/01/24
  • San Antonio SNUG Steering Committee Member, 01/01/20
  • Scrum Master, 05/01/18
  • ITIL Certified, 07/01/12

Timeline

Sr. Engagement Manager

ServiceNow
05.2021 - Current

Sr. Project Manager

USAA
06.2020 - 05.2021

Delivery Manager

Vericast
05.2016 - 06.2020

IT Asset Manager

HP Enterprise Services
03.2009 - 03.2016

Business Management - English Major

Georgia State University

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Scott Allen Albright