Miguel A. García

ServiceNow Technical Architect (CTA)

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Enjoying the role is key for good performance.

Personal Summary

A resourceful and well-rounded professional with over 10 years of experience throughout all different stages of my projects: from deeply technical discussions and coding, to creating and presenting deliverables at different levels like High Level Diagrams, strategic roadmaps, RFP responses, Statements of Work and project plans.
In the role of ServiceNow CTA-certified Architect and technical lead, I've consistently demonstrated effective communication at different levels like:
  • Discussing and agreeing implementations with technical teams
  • Working with pre-sales to define project scope and resources
  • Helping management to understand the needs of the project and prevent escalations
  • Talking to clients in their own language to break it down and fully understand the underlying business value. This is key to proposing optimal (and often simpler) solutions without losing sight of the scope and resources
Please, don't hesitate to ask me for details and examples.

Relevant Experience

Solution Architect at The Process Play
Designed a solution to embed AI in our internal delivery process: validate stories, enforce the process, review each step of the process, generate draft artifacts, upload stories and knowledge to ServiceNow. I also outlined further roadmap, OCM and adoption plans. Led the implementation of CSM + ITSM for a Service Provider, with CSDM, Portal and transitioning from Jira and email.
  • OpenAI ChatGPT
  • SN-AI REST integration
  • CSM + CSDM + ITSM
  • Contract Management
 Direct Report: Alex Reilly-Jones
Lead Technical Architect at Kainos Europe
Discovery, design and implementation for new processes, a CSM portal, automation and genAI features to support Kainos' latest cutting-edge initiative, called Spark and Grow. Coordinated backend (in-house) and frontend (external team) implementation to work in parallel and deliver fast.
  • SN Generative AI
  • CSM
  • Contract Mgmt
  • Service Portal
  • Service Offerings
 Direct Report: Peiter Freiesleben
Lead Consultant & Technical Solutions Architect at FlyForm
Pre-sales work for sizing, scoping, and contract wording of several opportunities. Full involvement in requirement and process workshops, solution design with a focus on out-of-the-box simplicity, story writing, development following best practices, quality assurance, organisational change management (OCM), and go-live. Primary focus on public sector and managed service providers.
  • Performance Analytics
  • CSDM
  • Service Portal
  • REST Integrations
  • CSM + ITSM
  • SOX-compliant JML
 Direct Report: Arron Davies, SJ Scales, Rowan Staveley
Managed Services lead at Accenture UK
Led our managed services team in providing support, enhancements, maintenance and guidance to our returning clients. More specifically:
  • Collaborate internally to design our offerings, methodologies, tooling and client agreements.
  • Collaborate with stakeholders to shape roadmaps, upgrade plans, migrations and project scopes
  • Work with the team through technical solutions, implementation and quality assurance
  • Project scoping, sizing and agreements
  • ITSM
  • Service Portal
  • SN Agile & Test Mgmt
  • Pre-sales Work
  • Enablement Training
 Direct Report: Michael Jenkins
Senior Consultant at Accenture UK (*)
Run requirement workshops, solution design and implementation for ServiceNow clients accross multiple industries, with a focus on ITSM, JML, CMS (legacy) Portal and integrations for CMDB and identity management.
  • Collaborated with pre-sales to agree timelines based on high-level design and estimates.
  • Led the workshops and delivery of multiple projects.
  • Custom REST integrations, including ServiceNow eBonding (pre-Integration Hub).
  • JML processes with SOX-compliant integration to Azure AD (Entra ID)
  • Provided end-user train-the-trainer enablement.
  • ITSM
  • Service Portal
  • CSM
  • Performance Analytics
  • REST & JDBC Integrations
  • JML
  • AD, Azure, Okta...
  • SCCM
 Direct Report: Rich Holdford, Saria Younus, Chas Sahota, Larry Larmeu
ServiceNow Developer at CERN (Geneva)
Provided technical support, maintenance and development for ServiceNow, including system integrations, a service availability portal and maintenance of service catalogs.
  • ITSM
  • Performance Analytics
  • SOAP/REST Web Services
  • HTML + CSS
  • jQuery
  • Javascript
 Direct Report: Reinoud Martens, David Martin

ServiceNow areas by focus

  • Customer Service (CSM) & Contracts
  • Service Portal (style and code)
  • Integration hub and custom integrations
  • Performance Analytics & Advanced Reporting
  • ITSM, CMDB, Services and Contracts

Project & soft skills

  • Worked as team lead and certified instructor
  • Handling and solving conflicts effectively
  • Discovery, requirement gathering and high level diagrams
  • Versatile and effective communication at different levels

ServiceNow Certifications

  • Certified System Admin & Application Developer
  • CSM & ITSM Professional Suite Certifications
  • Service Provider and Field Services certs
  • Over 200 NowLearning credentials & badges
  • Certified Technical Architect

Relevant Education & Courses

  • AWS Certified Cloud and AI Practitioner
  • PRINCE2 Foundation
  • ITIL v3 Foundation
  • Agile Project Management with SCRUM
  • Masters degree in Computer Science