Stephen Hickman

Background

About Stephen Hickman

Previously Global SLA Lead and ServiceNow Process Lead with a passion for Customer Service. Strong knowledge of ITIL/ITSM and ServiceNow with a high regard for detailed process flow and adherence to these processes,(Incident Management, Request Management, etc…), to ensure a high-quality delivery of services. Over the last ~27 years, I had opportunities to gain in depth knowledge of many areas spanning across Project Management, IT Technology, IT Helpdesk Support, Facilities, Warehousing and Shipping systems (Logistics), Office/Plant Divestitures, and Acquisitions. Started my career packing products on a line and then moved into an IT Support role and from there continued to gain more knowledge in the area of IT Support and IT Infrastructure and Facilities support. While in IT Support, performed mostly customer Service via Helpdesk and also acted as Process lead for our team via creation of a Knowledge-base and website for our support staff. The path I then took lead me to being able to support/lead large Infrastructure projects like Plant/Office startups and divestitures. Always wanting to learn more, took on a wide range of work from New Hire Employee IT Training, RFP reviews, Contract Negotiations with 3P’s, Billing Reporting, Voice Technology support and recently ServiceNow and the capabilities of ServiceNow to enhance processes. Experience in: Agile Project Management/Framework, Scrum Mastery, IT Helpdesk/Call Center, Customer Satisfaction, Facilities Management, Warehousing/Shipping (Logistics), Contract Negotiations,(SOW’s), Billing and reporting, IT Infrastructure startup and divestitures, Six Sigma, Lean Six Sigma. Specialize in: Agile Framework, Scrum Mastery, ServiceNow, SLM, ITIL, ITSM, Teamwork and being approachable! Personally, my interest is in Woodworking. Furthest thing from any IT related activity but it acts as a good release from day to day activities and allows me to use my creative skills.