Helen Gilbertson

WORK HISTORY

ABOUT HELEN GILBERTSON

Helen has extensive experience and training in Enterprise Service Management, ServiceNow Implementations and Business Process Consulting. As a Service Management and Business Process consultant she has filled various roles including ITSM Advisor, Engagement Manager, Business Analyst Team Lead, Strategic Analyst, Pre-Sales Solution Consultant, Process BA and Process Architect. She helps organizations with developing, implementing, monitoring and improving Service Management Programs and Processes and has eight years of experience with the ServiceNow Platform. Helen’s approach is to focus on the processes, the people and the technology and how they work together to ensure high quality project implementations to the customers. This ensures achieving the expected business value by optimizing the adoption of the changes. Important elements are the gathering and analysis of business requirements, development and improvement of processes and the management of automated tool implementations to support those processes including managing the communication, plan, training and adoption of the people to their new roles and responsibilities as part of those implementations. Getting the culture, behaviours, processes, business capability and operating model set up right is not something that happens without focus, effort and engagement throughout the project. Specialties: Enterprise Service Management Business Process Improvement Engagement Management Practice Management Professional Services Organizations Prosci Cultural/Human Change Management Process Alignment Strategic and Operational Road Mapping Business Analysis and Design ServiceNow Implementations