Miguel A. García

ServiceNow Technical Architect (CTA)

QR Code
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 examples and 'war stories'.

ServiceNow areas by focus

  • Customer Service (CSM) & Contracts
  • Service Portal (style and code)
  • Integrations using JDBC, REST Web Services and integration hub
  • Performance Analytics & Advanced Reporting
  • Basics like core, ITSM, CMDB and advanced scripting

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
  • Certified Technical Architect

Relevant Education & Courses

  • PRINCE2 Foundation
  • ITIL v3 Foundation
  • Agile Project Management with SCRUM
  • Masters in Computer Science

Relevant Experience

Solution architect at The Process Play
Providing technical solution architecture for pre-sales stage of three opportunities, including high level diagrams, proof of concept and presentations.
Main Areas: CSM, Order Management, Scoped Apps Direct Report: Alex Reilly-Jones
Lead Technical Architect at Kainos Europe
Lead the discovery, design and implementation for new processes, a CSM portal, and technical backend automation to support Kainos' latest cutting-edge initiative, called Spark and Grow. Coordinated backend (internal) and frontend (external) teams to launch the project quickly.
Main Areas: CSM, Service Portal, Service design, Contract mgmt, GenAI Direct Report: Peiter Freiesleben
Lead Consultant & Technical Solutions Architect at FlyForm
Led 13 implementations from solution design to go-live for customers across public sector, managed service providers and more. Full involvement across
  • requirement gathering
  • solution design
  • development
  • quality review
  • org. change (OCM).
  • Technical lead for several CSM and ITSM implementations for B2B clients, either extending or replacing client’s current solution
  • Responsible for capturing requirements and designing tailored solutions with minimal customization, while improving the experience for IT users and customers
  • Coordinated development and reviewed implementation to ensure quality ahead of the delivery phases
  • Led projects from solution design to Go-Live, including full involvement in the technical implementation
  • Designed contract management processes integrated with Dynamics365
  • Implemented integration hub for ServiceNow ebonding and ScienceLogic
Main Areas: Service Portal, CSM, CSDM, Performance Analytics, integrations Direct Report: Arron Davies, SJ Scales, Rowan Staveley
Principal Tech Consultant at Accenture UK
Lead our managed services team to provide support, enhancements, and version upgrades to returning clients. My responsibilities included:
  • Collaborate with stakeholders to shape roadmaps, upgrade plans, migrations, and project scopes.
  • Manage and supervise the technical team solutions and implementations for code quality, best practices, and adherence to requirements.
  • Receive and handle technical escalations and drive remedial actions.
As a lead consultant for multiple retail and investment banks:
  • 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 Active Directory (AzureAD).
  • Provided end-user train-the-trainer enablement.
Techs:
  • REST & JDBC Integrations
Products:
  • ITSM
  • Service Portal
  • CSM
  • Performance Analytics
Other notes:
  • JML
 Direct Report: Michael Jenkins, Larry Larmeu
Senior Tech Consultant at Focus Group Europe (London)
Worked with clients in the Real Estate, Asset Management, and Satellite Communication industries to:
  • Drive requirement workshops and solution proposal for ITSM, CMDB, Service Portal, Joiners-Leavers process
  • Propose and implement Joiners-Leavers process using ServiceNow Express
  • Supervise migration to ServiceNow and implementation of a CSM Portal and integrations
  • Implemented basic integrations like Azure, SCCM, and Okta (for SN Express)
  • Led workshops and implemented ITSM projects with Portals for multiple companies
Main Areas: Service Portal, ITSM, CMDB, Event Management, integrations Direct Report: Rich Holdford, Saria Younus, Chas Sahota
ServiceNow Developer at CERN (Geneva)
Provided technical support to other teams within ServiceNow and implemented solutions including integrations with other systems, a service availability portal, and maintained the catalogue of non-IT services. Top achievements:
  • Performance Analytics dashboards
  • Service Availability portal
  • Work Order & Tasks
  • Multiple SOAP and REST web service integrations (Infor EAM, QMind, etc.)
  • Version upgrades and fixing previous technical debt
Main Areas: Javascript, SOAP/REST Web Services, HTML, CSS, jQuery, Jelly
Direct Report: Reinoud Martens, David Martin
Oct 2017
Nov 2019 		Principal Tech Consultant at Accenture UK
As a tech lead in our managed services team: Manage and supervise simultaneous engagements with returning clients to provide support, enhancements and version upgrades. My responsiblities included:
  • Collaborate with stakeholders to shape roadmaps, upgrade plans, migrations and project scopes
  • Lead consultants through technical solutions and implementation
  • Receive and handle technical escalations and drive remedial actions
  • Review code quality (QA) to observe best practices, prevent defects and provide feedback to the developers
As a lead consultant for multiple retail and investment banks:
  • Lead the workshops and delivery of Service Portal, ITSM and Joiners-Movers-Leavers processes
  • Provided technical admin and end user train the trainer enablement
  • Collaborated with pre-sales to propose timelines based on high level design and estimates
  • Custom REST integrations including ServiceNow eBonding (before integration hub)
  • JML processes with SOX-compliant integration to AzureAD
Direct Report: Michael Jenkins, Larry Larmeu