Mike Tharp

Background

About Mike Tharp

ServiceNow Certified System Administrator (CSA) ITIL Foundations certified Scrum Master certified (expired) Over the past four and a half years, I have been working as the Change Manager for a global cloud service with over configuration items spanning multiple data centers. In my role, I led regular CAB meetings, ensured compliance with change policy and process, promoted IT service management best practices, maintained change management documentation, and managed risks to our organization and our customers. I provided custom reports and dashboards to the organization, represented change management during annual audits, and developed custom SQL queries of change and incident data using Snowflake. I was also a ServiceNow administrator and developer with a focus on change management related plugins. I managed the long-term vision of change management, implementing several new features, improving the user experience, and troubleshooting or removing really old customizations where necessary. My work included creating or modifying business rules, UI actions, UI policies, forms, workflows, etc, some of which required writing custom JavaScript. My stance on UX has always been to minimize complexity and the need for proactive end user training by creating an intuitive experience that funnels my users into consistently performing the correct procedures.