Jonathan Jackson
Building organizations through data-driven focus on people, process and supporting technology
- Role
- Servicenow Service Delivery Manager at Optimum Healthcare IT
- Location
- Greensboro, NC, US
- LinkedIn followers
- 500 followers
About Jonathan Jackson
Business analysis, project management and support infrastructure experience within Information Services working alongside senior leadership on core system migrations, enterprise level software and ITIL best practice driven solutions.
Experience
Servicenow Service Delivery Manager
Jan 2025 — Present
Leads a distributed BPx team of Business Process Consultants and Analysts delivering software solutions across Strategic (Project) Portfolio Management, HR Service Delivery, IT Service Management, IT Operations Management, and related modules.• Owns end‑to‑end service delivery for a portfolio of client engagements—scoping work, defining success measures, and guiding teams through design, build, test, deployment, and hypercare on the ServiceNow platform.• Serves as primary client partner and escalation point, providing executive‑level updates, managing risks and dependencies, and ensuring solutions are sustainable and aligned to organizational strategy.• Translates business objectives and pain points into ServiceNow roadmaps, workflows, and data models, leveraging industry best practices across people, process, technology, and partners.• Drives delivery excellence by standardizing project practices, documentation, and governance, and by coaching consultants on story writing, facilitation, and platform best practices.• Coordinates work across Agile and Waterfall delivery models, facilitating workshops and decision forums that align stakeholders on scope, priorities, and outcomes.• Develops and oversees training, enablement, and change‑management approaches to support adoption of new workflows and ongoing process optimization for client organizations.
Education
Winston-Salem State University
Management Information Systems, Business Administration and Management, General
2007 — 2012
Skills
- Project Planning
- Business Analysis
- Public Speaking
- Marketing Strategy
- Leadership
- Information Technology
- Organizational Development
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