John Marshall
Servicenow Platform Architect @ServiceNow
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WORK HISTORY
Servicenow Platform Architect @ServiceNow
WI, US
Project Leadership: Led technical consulting and development efforts for ServiceNow implementations, managing onshore and offshore teams to deliver high-quality, scalable solutions aligned with best practices. Supervised resources to ensure adherence to established best practices and maintain high standards of quality.• Client Consulting: Delivered strategic, consultative advice to Fortune 500 clients, guiding them to understand the long-term impact of customization requests, avoiding technical debt and ensuring future upgrade success.• Technical Expertise: Developed solutions for complex problems, focusing on critical design issues and ServiceNow customizations, including integrations with third-party applications using REST and SOAP web services.• Process Improvement: Led initiatives to improve process efficiency, innovation, and platform performance, resulting in a significant decrease in incident resolution times by utilizing Predictive Intelligence to improve initial incident assignment.• Team Mentorship: Mentored development teams across multiple regions, fostering technical skill growth and adherence to ServiceNow best practices.• Influence and Decision-Making: Demonstrated ability to influence key decision-makers by presenting data-driven insights and aligning technical strategies with business goals, ensuring stakeholder buy-in and project success.
EDUCATION
The University of Texas at Dallas
BS, Computer Science
United States Army Signal School
Graduate with Honors, Tactical Satellite, Microwave, and Tropospheric Scatter secure communications.
ABOUT JOHN MARSHALL
I thrive at the intersection of architecture, software development, and strategic consulting — translating customer needs into scalable ServiceNow solutions that meet immediate goals while safeguarding long-term maintainability.With over 10 years of experience on the ServiceNow platform — including 8 years as a Principal Technical Consultant at ServiceNow — I’ve led enterprise implementations across ITSM, APM, CSM, HRSD, and ITOM for Fortune 500 and public sector clients. My work spans hands-on JavaScript development, custom application design, integration architecture, and long-term platform governance.I’ve spent 20+ years building production-ready software, mentoring developers, and solving technical challenges that improve operational maturity and reduce technical debt. My skills include not only following and teaching ServiceNow development best practices but also defining new ones and refining established standards based on personal research and field experience.Whether I’m writing code, leading Agile delivery teams, or advising executives on platform strategy, I bring clarity, technical depth, and a relentless focus on delivering scalable success.
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