Lena Latham

About Lena Latham

I am a Certified ServiceNow System Administrator and Certified Platform Owner Associate with over 14 years of ServiceNow experience. I bring extensive technical expertise in the Now® Platform, spanning system administration, platform ownership, portfolio strategy, CSM, HR, Now Assist, and ITIL processes. I’ve applied this knowledge to develop scalable learning solutions, create career journeys (Business Process Analyst, ServiceNow Support Specialist, and Platform Owner), guide cross-functional teams, and optimize platform performance, complemented by analytics, reporting, and strategic process improvement skills.

Experience

1. Master Technical Curriculum Developer

   ServiceNow

   Feb 2022 — Present · US

   Mastered ServiceNow platform capabilities to design real-world use cases and hands-on labs for Performance Analytics, GRC, Customer Workflows, and Employee Workflows, ensuring alignment with technical and business objectives. Collaborated with SMEs to troubleshoot and validate complex platform configurations, enhancing system functionality and user adoption. Developed reporting tools and dashboards within ServiceNow to track training outcomes and platform performance metrics.

Education

• Walters' State Community College

  AAS, Computer Science

  1992 — 1994

Skills

• Compliance Management
• Itil V3 Foundations Certified
• Itil
• Itil Process Implementation
• Release Management
• Call Centers
• Grc
• Itil Process
• Service Desk Management
• Problem Management
• Bmc Remedy
• Service Improvement
• Analytics
• Vendor Management
• Service Delivery
• Program Management
• IT Operations
• IT Service Management
• Analytical Skills
• Cmdb
• Risk Management
• Governance
• Service Management
• Service Desk
• Sla
• Itil Certified
• Incident Management
• IT Strategy
• Itil Service Strategy