Jamie Kulig

About Jamie Kulig

ServiceNow | Work at LightspeedServiceNow is the Enterprise Cloud Company. We focus on transforming the delivery & management of services to help the modern enterprise operate faster and be more scalable than ever before. More than 25% of the world’s largest companies rely on us every day.We are aggressively hiring in all areas of the business in nearly every state, province and country around the globe. The opportunity is NOW. Connect with me to learn more or check out effective, Tech-savvy Problem Solver with over 12 years experience in Project Management, People Management, Process and Tool Improvement Design. A natural leader who develops strong relationships and collaborates with coworkers and contractors to improve systems, motivate teams to perform at a high level and deliver revenue. Maintains responsibility in a constantly changing environment and exercises superior decision-making skills taking into account business profitability. Goal-oriented and passionate about continual professional development. Areas of Expertise• PMP Certified Project Manager• ITIL Foundations Certified• Certified ServiceNow System Administrator• Hands-On Leadership• Decision Making• ITIL Incident, Change & Problem Management• Resource Utilization• Application Design• Executive Dashboards • ITIL Process Design, Development & Implementation• Infrastructure and tools• Problem Resolution• Relationship Development• High Level Presentations• Professional Services• Business Operations Strategy Design • API Design & Development• Data Migration• Trend Analysis• Microsoft Office, Project, PowerPoint, Excel, Visio, Tableau• Salesforce System Administrator

Experience

1. Senior Director of Product Management, Itsm

   ServiceNow

   Sep 2022 — Present · San Diego, CA, US

   Led a global, cross-functional program to help customers get to value realization with the solutions they purchased.Increased Gross Retention Rate by 11 percentage points to 95% on a $2B portfolio, resulting in retention of $215m.At 6 months after signing contract, 85% of customers now have at least one application of portfolio, in use.Activities included: End to end customer journey map (outside-in), defining moments that matter, establishing 16+ listening posts and listening monthly, creating onboarding and nurture email campaigns, building an in-product training module, expanding early adoption customer programs to create best practice documentation and capture references, use cases and feedback early in market, invested in Live, 1: Many events to drive adoption at scale.

Education

• University of Illinois Urbana-Champaign

  BA, English Literature

  1994 — 1998

• University of Illinois Chicago

  Bachelor of Science (BS), Biology, General

  2004 — 2007

Skills

• Photoshop
• Strategy
• Unified Communications
• Networking
• Voip
• Solution Selling
• Microsoft Office
• Sales
• Incident Management
• System Testing
• Servicenow
• Invoicing
• Team Leadership
• Strategic Planning
• Process Management
• Risk Management
• Billing Systems
• Data Analysis
• Management
• Process Optimization
• Microsoft Excel
• Powerpoint
• Process Engineering
• Process Improvement
• Crm
• Pmp
• Leadership
• Tableau
• Telecommunications
• Call Centers
• Business Development
• Analysis
• Taxonomy
• Vendor Management
• Managed Services
• Integration
• Sales Contracts
• Itil Certified
• Contract Negotiation
• Call Center