Michael Mullen

About Michael Mullen

Strategic ServiceNow Architect with over 10 years of experience designing and optimizing enterprise-level solutions for IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), and custom applications. As a Certified ServiceNow System Administrator (CSA), I specialize in architecting scalable platforms, integrating systems like LogMeIn and Azure AD via REST/SOAP APIs, and driving digital transformation to align technology with business goals.Currently, I lead the strategic direction and governance of the ServiceNow platform at GE Vernova, supporting users. As Scrum Master, I’ve boosted development team velocity by 23% and improved First Time Right (FTR) development by 11% through optimized workflows and agile practices. My work has reduced incident resolution time by 30%, enhanced platform adoption, and ensured 100% SOX compliance. I’m also spearheading the adoption of NowAssist and Agentic AI, targeting a 15% improvement in process automation.My expertise spans ITSM, ITOM, SPM, CMDB, Service Catalog, Flow Designer, and Performance Analytics, complemented by technical proficiencies in JavaScript, AngularJS, SQL, and integrations like LDAP, SSO, and AWS. I thrive on collaborating with cross-functional teams, mentoring developers, and delivering measurable value through ITIL, Agile, and CSDM frameworks.Passionate about innovation, I’ve led high-impact projects like legacy data migrations and platform upgrades, reducing security risks and ensuring 99.9% uptime. I’m always eager to connect with professionals who share a vision for leveraging ServiceNow to drive operational excellence and business success.

Experience

1. Staff Infrastructure Architect

   GE Vernova

   Dec 2023 — Present · Cincinnati, OH, US

   Leading the strategic direction, governance, and implementation of the ServiceNow platform for users post-GE separation- Overseeing development, architecture, patching, compliance, and vendor relationships across ITSM, ITOM, SPM, Enterprise Architecture (EA), and Integrated Risk Management (IRM)- Planning implementation for ServiceNow NowAssit & Agentic AI, targeting a 15% improvement in process automation- Manage a high-performing development team, as Scrum Master, increasing sprint velocity by 23% and improving First Time Right (FTR) development by 11% through optimized intake, SDLC and agile practices- Collaborating with DT, HR, and Compliance leadership to increase platform adoption and value delivery- Ensure platform SOX compliance and audit readiness across development, change management, and access provisioning- Govern adherence to the Common Service Data Model (CSDM), leading lifecycle upgrades and stakeholder communications to maintain 99.9% platform uptime.

Education

• University of Dayton

  Bachelor of Arts - BA, Computer Information Systems and Business Administration

  2011 — 2015

Skills

• Printers
• Dns
• Project Planning
• Desktop Computers
• Scrum
• Risk Management
• Computer Hardware
• Networking
• Microsoft Excel
• Windows Xp
• Software Installation
• Google Apps
• Video Conferencing
• Windows 7
• Windows
• Process Improvement Projects
• Inventory Management
• Laptops
• Operating Systems
• Google Docs
• Technical Support
• Project Management
• Microsoft Office
• Asset Management
• System Deployment
• Jira
• Apple Certified
• Help Desk Support
• Customer Service
• Os X
• Troubleshooting
• Computer Repair
• Team Leadership
• Training
• Asset Managment
• Leadership
• Agile Methodologies
• Av
• Active Directory
• Xp