Erin Dupree

About Erin Dupree

Servicenow Architecture and Engineering. I am a Senior Software Engineer with deep expertise in solution design, platform architecture, and custom development, currently supporting federal customers at General Dynamics Information Technology (GDIT). I design and deliver scalable, upgrade-safe ServiceNow solutions that improve platform performance, user experience, and measurable business outcomes. My work spans architecture strategy, automated testing, requirements analysis, and end-to-end solution delivery, with a strong focus on usability, reliability, and governance.I provide technical and delivery leadership across cross-functional Agile teams, guiding platform enhancements, system and UI improvements, and structured testing initiatives. I also lead enablement efforts to help users and agents fully leverage ServiceNow capabilities, and I design executive-level reports, interactive dashboards, and enhanced workspaces to support data-driven decision-making.I hold an active Secret Security Clearance and multiple professional certifications, including ServiceNow Certified System Administrator (CSA), CompTIA Security+, Certified Scrum Product Owner (CSPO), and Certified Scrum Master (CSM). I bring 13+ years of experience across software engineering, platform architecture, IT operations, communications security, network administration, and Agile leadership—grounded in service with the U.S. Army and further developed in a federal, customer-focused consulting environment.My technical background includes C#, React, JavaScript, HTML5, CSS3, GitHub, Bitbucket, Google Cloud, Google APIs, Google Analytics, SolarWinds, and Cisco networking technologies, along with strong stakeholder engagement and technical training experience. I am passionate about building secure, scalable, and user-centered platforms that align technology with business strategy, and I thrive in collaborative environments where thoughtful architecture and disciplined execution drive lasting impact.

Experience

1. Software Development Lead

   General Dynamics Information Technology

   May 2024 — Present · Springfield, VA, US

   Architected and implemented an enterprise ServiceNow UAT program and custom application, reducing post-release defects and improving testing efficiency through structured, repeatable user acceptance testing.• Designed and executed API-based and custom integrations into the ServiceNow CMDB, consolidating data from five external systems and ingesting CIs across global environments.• Managed and enhanced ServiceNow core and custom applications, including CMDB, HAM, ITSM, Service Portal, and Knowledge, to support enterprise service delivery.• Directed end-to-end ServiceNow solution delivery, leading a five-person development team and ensuring architectural alignment, quality standards, and successful production deployments.• Led the design and implementation of ServiceNow custom logic across the platform, resulting in a 30% decrease in platform-related incidents and improved end-user experience.• Drove delivery optimization efforts across sprint planning and task allocation, increasing team efficiency and reliability as demonstrated by sustained improvements in sprint velocity and burndown performance.• Oversaw the release management program and monitored regression testing, User Acceptance Testing (UAT), and debugging, which resulted in a 20% decrease in reported bugs and enhanced overall system stability.Partnered with product owners and stakeholders to refine backlogs, prioritize architectural and platform initiatives, and align delivery with business objectives.• Provided Agile leadership as Scrum Master, facilitating sprint planning, daily stand-ups, reviews, and retrospectives to drive delivery predictability and continuous improvement.• Aligned Agile execution with ServiceNow architecture and platform governance, ensuring sprint delivery supported scalability, quality, and long-term roadmap goals.

Education

• Excelsior University

  Associate of Applied Science - AAS, Technical Studies - Computer Technologies

• Excelsior University

  Bachelor's degree, Technology Management - Information Technology

Skills

• Call Center
• Customer Service
• Insurance
• Project Planning
• Leadership Development
• Customer Satisfaction
• Training
• Microsoft Word
• Fax
• Performance Management
• Data Entry
• Coordination
• Team Leadership
• Spreadsheets
• Event Planning
• Outlook
• Administrative Assistants
• Microsoft Office
• Medical Records
• Leadership
• Powerpoint
• Microsoft Excel
• Public Speaking
• Account Management
• Teamwork
• Team Management
• Windows
• Office Management
• Inventory Management
• Team Building
• Telephone Skills
• Time Management
• Quality Assurance