Darryl Thompson

ServiceNow consultant with 12+ years of experience optimizing IT service delivery for organizations. A U.S. military veteran and certified ServiceNow Administrator, who consistently strives to learn more, he specializes in ITSM, workflow automation, and platform training. Darryl brings a team-first mindset shaped by both his service background and his role as a little league coach—delivering solutions with leadership, clarity, and impact.

FedTec - AmeriCorps 07/2024 - 04/2025

ServiceNow Specialist/Business Analyst Remote

• Partnered directly with business units, including HR and Payroll stakeholders, to understand critical

needs, gather comprehensive requirements, and translate them into scalable ServiceNow solutions.

• Worked closely with stakeholders to configure Performance Analytics dashboards, enabling real-time

KPI tracking and reporting on key metrics, supporting data-driven decision-making and optimizing

module usage.

• Liaised with business process owners to evaluate existing ITSM workflows, particularly incident and

service request processes, and jointly recommended 3+ new workflows that enhanced efficiency and

user satisfaction, demonstrating strong Business Process Management skills adaptable to optimizing

SPM processes.

• Collaborated with HR and IT teams to design, configure, and deploy automated workflows within

ServiceNow, specifically focusing on HR-related incident routing and escalation processes, resulting in

a 50% reduction in manual effort.

• Teamed with cross-functional groups to implement and optimize ServiceNow ITSM, ITOM, and ITAM

modules, directly contributing to a 40% reduction in incident resolution time and automating over

10,000 service requests annually, showcasing experience relevant to optimizing project intake and

demand management processes.

Massachusetts Trial Court ServiceNow BA / ServiceNow Trainer 11/2023 - 06/2024

Remote

• Partnered with remote teams to assist in the creation and delivery of interactive virtual training

sessions, improving their proficiency in utilizing ServiceNow for incident reporting, service requests, and

knowledge management, which can aid an organization in obtaining better usage of modules like SPM.

• Collaborated with training and IT departments to support the assessment of current ServiceNow

training programs and aided in crafting and presenting customized training for essential ITSM

processes (incident management, service request, change management), promoting a 30%

improvement in user adoption and platform efficiency.

• Developed and maintained comprehensive training documentation, including user guides, quick

reference sheets, and training presentations, to support ServiceNow users on ITSM processes.

• Translated user feedback on incident and service request processes into actionable

recommendations, contributing to the refinement of ServiceNow workflows and related knowledge

articles.

• Facilitated interactive Q&A sessions and workshops post-training to reinforce learning, address specific

user challenges, and gather further insights for platform optimization.Comcast 02/2023 - 08/2023

ServiceNow Support/Business Analyst IV Philadelphia, PA

• Engaged extensively with various business units to facilitate ServiceNow adoption, contributing to a 35%

increase in platform utilization across four units, demonstrating the ability to help an organization

achieve more productivity from ServiceNow modules.

• Set up Performance Analytics dashboards for KPI tracking and executive reporting.

• Collaborated with leadership to offer input in the development of strategic recommendations for IT

governance, jointly informing key executive decisions.

• Teamed with change management and IT operations to drive improvements in change request

processing efficiency by 25%, supporting a reduction in average processing time from 4 days to 3 days.

• Provided critical input during ServiceNow upgrade planning, assessing platform impact and identifying

opportunities for new features to improve process flows and overall platform productivity.

Veritiv 10/2014 - 12/2022

Support Analyst/Change Manager/ServiceNow Admin/BA Exton, PA

• Worked with diverse departmental teams to administer and maintain the ServiceNow platform with

99.9% uptime, supporting core ITSM processes including incident, problem, and change management.

• Engaged with analytics and process improvement teams to conduct in-depth analysis of incident

ticket trends, jointly identifying recurring issues and providing recommendations for process

improvements and workflow enhancements within ServiceNow, documenting requirements and

potential solutions to stakeholders. This experience is foundational for optimizing workflows within

modules like SPM.

• Worked with cross-functional teams to manage and prioritize the overall ITSM backlog (including

incidents, problems, and changes) based on impact and urgency, ensuring timely resolution and

adherence to SLAs, and facilitating communication between technical and non-technical teams.

• Delivered robust production system support for ServiceNow by investigating, diagnosing, and resolving

complex data integrity issues and system bugs, ensuring platform reliability for end-users.

• Championed quality assurance throughout the change management lifecycle by liaising with QA and

development teams to enforce best practices during system implementations and updates.

U.S. Navy 12/1997 - 10/1999

Aviation Mechanic Egress Various Locations

• Executed comprehensive inspections, maintenance, and repairs on critical aircraft egress systems,

including ejection seats and canopy jettison mechanisms, consistently ensuring 100% operational

readiness and upholding stringent U.S. Navy safety standards.

• Expertly managed, handled, and installed a diverse range of explosive devices and pyrotechnic

components vital for emergency escape systems, maintaining meticulous inventory and flawless

adherence to all safety protocols and technical directives.

• Successfully diagnosed and rapidly resolved complex malfunctions in egress and associated life

support systems, demonstrably minimizing aircraft downtime and significantly contributing to

squadron mission preparedness and operational tempo.

• Maintained exacting, audit-ready records for all maintenance actions, system configurations, and

component life cycles, ensuring full compliance with naval aviation documentation standards and

supporting robust quality assurance programs.

• Proactively identified opportunities for process improvements in egress system maintenance and

safety checks, leading to enhanced system reliability and a consistently high level of aircrew

confidence.

Bachelor of Science in Information Technology

Western Governors University Salt Lake City, UT

Associates of Science

Remington College Tampa, FL