Timothy Deniston

WORK HISTORY

EDUCATION

SKILLS

ABOUT TIMOTHY DENISTON

I am a ServiceNow Certified System Administrator and Certified Implementation Specialist with over ten years of functional and technical ITSM experience. At CareWorks Tech, I leverage my experience with IT operations and support to deliver outstanding solutions in the ServiceNow platform.Prior to joining CareWorks Tech, I worked for Omnicare as an ITSM Specialist. In this role, I was responsible for working with internal customers to identify process improvements as well as implement new processes within ServiceNow. I trained new ServiceNow users in processes ranging from common ITIL processes (Incident, Problem, Change, Service Catalog) to custom applications. New applications were developed for IT workers as well as new applications for non-IT business units. In particular, Omnicare saw great success with a CRM application I built for 13 business units across the U.S. which was used by nearly 600 users to track customer interactions. Human resource relationship management was also automated within ServiceNow for Omnicare’s HR teams.Prior to being an ITSM Specialist at Omnicare, I spent six years in the service desk in various roles. As a manager, I transformed Omnicare’s service desk by greatly reducing response times and abandonment rate while overseeing an overall increase in call rate of nearly fifty percent due to service desk consolidation. My strong operational background and understanding of ServiceNow from different perspectives gives me a unique perspective when working with clients.Including earning a Bachelor of Arts degree in History from The Ohio State University in 2004, I hold the ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist, ITIL Foundations v3 and HDI Support Center Manager certifications. I am a two-time speaker at ServiceNow’s Knowledge conference, speaking on Omnicare\'s HR application (2013) and web services (2014).