Adam Head
Servicenow Consultant @Deaconess Health System
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WORK HISTORY
Servicenow Consultant @Deaconess Health System
Evansville, IN, US
I partner with clinical, HR, and IT leaders to translate real‑world needs into secure, scalable ServiceNow solutions. My focus is end‑to‑end workflow design, governance, and continuous improvement—elevating clinician and employee experiences while reducing operational friction.
EDUCATION
University of Southern Indiana
Bachelor of Science, Applied Computer Science
ABOUT ADAM HEAD
Experienced and results-oriented Business Process Consultant with a strong focus on IT Service Management (ITSM) and ServiceNow. With over 15 years in IT and process transformation, including over 5 years specifically as a ServiceNow Consultant, I specialize in guiding organizations to streamline their IT processes, optimize service delivery, and maximize their return on investment.My expertise lies in helping clients adopt ITSM best practices and solve complex challenges through strategic business process definition, re-engineering, and improvement. I build strong, client-focused relationships, conducting in-depth needs analyses and serving as a Subject Matter Expert (SME) on ITSM best practices to identify and implement tailored solutions that align directly with business objectives.I have a proven track record of driving tangible results and achieving operational excellence. My background includes leading end-to-end ServiceNow ITSM implementations, administering systems, and developing solutions like Performance Analytics dashboards. I\'ve successfully managed projects focused on process automation, efficiency improvements, and large-scale application and system transformations. For example, I analyzed Help Desk processes and proposed automation solutions estimated to save 20-30 hours per week, and led a project designed to increase employee retention by 7.5 department FTEs over 9 months. My leadership experience extends to managing teams, mentoring colleagues, and collaborating with stakeholders across all levels.My skills encompass Business Process Design, Technical Solution Design, IT Business Analysis, and Operations Management, with extensive hands-on experience with the ServiceNow platform across areas including ITSM, IT Asset Management (ITAM), and IT Operations Management (ITOM). I am adept at leveraging methodologies like Agile and focusing on Continuous Improvement to deliver measurable value.Now seeking a new opportunity to apply my comprehensive experience in ServiceNow, ITSM, and process transformation to help an organization enhance its service delivery, improve efficiency, and achieve its strategic goals.
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