Sarah Jackson-Butler
IT Director Servicenow Product Manager @KPMG US
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WORK HISTORY
IT Director Servicenow Product Manager @KPMG US
Dallas, TX, US
Pioneered AI-driven process optimization, leveraging machine learning models to reduce incident resolution time by 25% and improved forecasting accuracy for resource allocation• Drove strategic vision and product management for ServiceNow, ITSM, ITOM, SPM, SecOps, and custom applications.• Established Agile frameworks to accelerate feature delivery and boost delivery team productivity.• Led product roadmap prioritization and requirements-gathering sessions to align deliverables with business objectives.• Enhanced IT governance and data integrity through process improvement and platform innovation.• Supported 96K users and 7.5K fulfillers through successful implementation of AI-enhanced predictive workflows.• Delivered $2M+ in savings (20% OpEx reduction) by integrating generative AI tools and predictive analytics in ServiceNow automation workflows, enhancing productivity for 7,500 fulfillers and users across global operations.• Increased Configuration Management Database (CMDB) usability by 25% through service mapping and IT governance, resolving all audit gaps and ensuring full data integrity.• Achieved 85% user adoption for custom applications by implementing targeted Organizational Change Management (OCM) and delivering quarterly Executive Leadership Team (ELT) updates.
ABOUT SARAH JACKSON-BUTLER
Transformation Catalyst | IT Director & ServiceNow Expert | Driving AI-Powered Digital ExcellenceWith over 20 years of IT leadership and a decade of ServiceNow expertise, I specialize in transforming enterprise operations through AI-driven automation and strategic process optimization. By integrating generative AI, predictive analytics, and ServiceNow (ITSM, ITOM, ITBM/SPM, SecOps, CMDB), I’ve delivered $15M+ in cost savings, reduced outages by 35%, and achieved 90%+ user adoption across global organizations like KPMG, Brinks, and Baylor Scott & White.At KPMG, I spearheaded AI-enhanced ServiceNow workflows, saving $3M (20% OpEx reduction) and boosting team efficiency by 40% for users. At Brinks, I led a greenfield ServiceNow implementation and established a Technology Business Management Office, enabling unprecedented cost transparency. As ServiceNow Platform Owner at Baylor Scott & White, I standardized ITIL processes, improving deployment success by 20%.Certified in CPDE, TBM, DevOps, Lean, Six Sigma, and ITIL, I leverage data-driven tools like value stream mapping and AI-powered analytics to align strategic roadmaps with business goals. Passionate about driving measurable ROI, I build high-performing teams and empower organizations to achieve operational excellence.Let’s connect to discuss how I can drive sustainable growth and innovation for your organization!
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