David Banghart

About David Banghart

Lowering costs of delivering IT services / Reducing wasted effort / Driving getting things right the first time | Pathfinder. Design, improve, and drive adoption of ITIL processes. Manage Incident, Change, Problem, Quality, and Knowledge Management. Reduce ticket backlogs, improve issue handling and root cause analysis. Reduce outages.Collaborate with all management and organizational levels; regional, global, and cultural boundaries; Experience with global Fortune 500, small and medium businesses. Excellent communication, networking, and influencing skills. Known for asking questions, identifying gaps and driving remediation. Strong ability to facilitate and draw action out of others. Passionate. Impact Player.Known for being a connector, translator, and integrator—the person who can bridge business and technical perspectives, bring structure to complexity, and guide teams through ambiguity with clarity, trust, and collaboration. Leverage strong governance, controlled documentation, training, and UAT discipline to ensure that implementations don’t just “go live,” but succeed.• Process Design and Improvement • Process Governance• Continual Improvement• ServiceNow Implementation / Governance/ ITSM / Knowledge Management• Root Cause Analysis• Quality Management / Quality Assurance / Internal Auditing• Organizational Change Management

Experience

1. Senior Lead Analyst - Enterprise Servicenow Transformation (Managed Services)

   Lumen Technologies

   Apr 2025 — Present · Spring Hill, FL, US

   Serve as process leader for Managed Services ServiceNow transformation across LUMN ServiceNow (Enterprise 2.0) and TMSNow ServiceNow (formerly RIM), enabling migration from Web Help Desk, Remedy, and IP Center.• Coordinate Managed Services readiness across Incident, Case, Change, Request, Knowledge, and customer‑facing workflows.• Lead the Weekly Managed Services ServiceNow Stakeholder Meeting, aligning operations, engineering, platform teams, and leadership.• Own and manage TicketingNow Central, the enterprise SharePoint hub for ServiceNow migration strategy, standards, and reference materials.• Lead development and implementation of Managed Services Patch Management policy, aligning ServiceNow processes with ITIL 4 best practices.• Support quality management and governance initiatives, contributing to ISO 9001 certification through process documentation and audit readiness.• Act as a central coordination point between Managed Services and ServiceNow Development teams, ensuring consistent, auditable, ITIL‑aligned outcomes

Education

• Ateneo de Manila University

  Bachelor of Arts

Skills

• Public Law
• IT Service Management
• Change Management
• Case Managment
• Facilitators
• Incident Management, Problem Management and Change Management
• IT Outsourcing
• Management
• Training and Supporting Users on Computer Technology
• IT Management
• Training
• Disaster Recovery
• Problem Management
• Service-Level Agreements (Sla)
• Technology Case Management
• IT Operations
• Meeting Facilitator
• Public and Private Database Research
• Help Desk Support
• Itil
• Customer Service
• Incident Management
• Major Incident Management
• Blogger
• Community Development
• Multicultural Environments
• Internet
• Workshop Facilitation
• Process Improvement
• Computer Technology
• Vendor Management
• Service Delivery
• Technical Support
• Sla
• Business Process Improvement
• Service Management
• Photography
• Ticket Management
• Service Desk