Kim Fulton MarchandMANAGER OF BUSINESS OPERATIONS
Ben RamseyerMANAGER, SERVICE MANAGEMENT CONSULTING
Jennifer Griffin-MoralesMANAGER, TECHNICAL CONSULTANTS
Yancy DavisTEAM LEAD, SUSTAINING ENGINEERING
Bill CunninghamSENIOR SERVICE MANAGEMENT CONSULTANT
Peter GuarcoTECHNICAL CONSULTANT
Kevin KilroyTECHNICAL CONSULTANT
Jake MoodyQUALITY ASSURANCE SPECIALIST
Charles SackmanSENIOR SERVICE MANAGEMENT CONSULTANT
Alex RajkaASSOCIATE SERVICE MANAGEMENT CONSULTANT
Location: Newburyport, MA
Degree/Education: BA Communication Studies
Favorite Food: Lobster
Favorite Color: Blue
Favorite Movie/TV Show: Shawshank Redemption
Favorite Professional Colleagues: The team at Service Catalyst
Valerie Arraj has helped dozens clients build roadmaps and implement Service Management best practices and service automation. She has been a trusted advisor at the CIO, VP and director levels in organizations helping to enable digital transformation efforts. An ITSM expert, she has authored white papers, delivered seminars and presented on various aspects of IT management. She has edited multiple publications including ITIL® V3 and 2011 Operations publications as well as Lean IT: Enabling and Sustaining Your Lean Transformation. Playing a strategic advisory role at the C and Director levels of organizations, she has assisted in building successful ITSM programs and automation capabilities.
Areas of expertise include:
• Regulatory compliance controls and governance as it relates to change, configuration and asset management, access management
• Data Architecture, Data Warehouse Architecture and business intelligence
• Service Catalog development
• Service Automation
• ITIL® Expert certified
Interesting projects leveraging the ServiceNow platform include:
• A very large scale CMDB at an international pharma leveraging CI related data for compliance-related risk assessment and risk management.
• A complex implementation of Field Services which included time tracking, quoting, invoicing and resource reservations.
• Implementing Hardware Asset Management at a hospital
• Implementing Employee Onboarding at a non-profit professional organization
Loves to spend time with family, bike, kayak and just generally be by the ocean
Joel is an industry leader in Service Architecture, Service Management Consulting, and Service Automation. Working with his clients, he designs and implements strategies, processes, organizations, operations, and enabling technologies to ensure service delivery excellence. Joel has an uncanny ability to simultaneously provide strategy and vision for clients and tactically deliver. He successfully leads large-scale Service Management initiatives for global IT, HR, Finance, Legal, Sales, Customer Service, and Facilities organizations. Joel has a wealth of knowledge in Service Automation leveraged through the ServiceNow platform. Prior to joining Service Catalyst, Joel was VP of Global Program Delivery at Fruition Partners.
Kim Fulton Marchand
Location: Cape Cod, MA
Degree/Education: BA, MBA
Favorite Food: Fried Clams & Blueberry Pie
Favorite Color: Green
Favorite Movie/TV Show: Dr. Zhivago
Kim Fulton Marchand is the Manager of Business Operations at Service Catalyst and manages firm’s finance, operations and human resources. She is a resource for both staff and clients.
Kim brings over three decades of management experience to the firm. She has held leadership positions across service industries from professional services to healthcare to the arts and across sectors from venture backed start-ups to venerable non-profits. Kim has extensive experience helping organizations grow by building strong infrastructure and sound internal operations.
Kim and her husband moved from the suburbs of Boston to the beautiful beaches of Cape Cod. A while back they bought, re-branded and run an award-winning inn. An avid naturalist, Kim is happiest on her morning beach walks, keeping an eye on the local ospreys.
Kim earned her BA from the University of Massachusetts and her MBA from Simmons College.
Location: Colchester, Vermont
Degree/Education: Bucknell University
Favorite Food: Chocolate Chip Cookie
Favorite Color: Green
Favorite Movie/TV Show: Truman Show/Homeland
Ben is an ‘omni-tool;’ a balanced attack of service management consulting and technical expertise leading to intelligent solutions that are simple, tactical, and scalable. He ardently believes that along with these solutions come a communication strategy, robust documentation and requirements, and a governance model for the continual operational support and improvement. Ben has been working with service management processes and their marriage with the ServiceNow platform since 2010.
Ben leads a team of skilled consultants who are no ‘order takers,’ but consultants who provide experiential insight into why and how to make informed decisions. They embed themselves with a customer to understand the organization. They are not afraid to push back and challenge view points and decisions by looking at a puzzle through varied perspectives and presenting multiple different solutions with their risks and rewards that may be necessary to solve it.
Ben is very excited by the horizontal growth of ServiceNow across many different verticals outside of the classic ITSM suite. He has recently lead large implementations of Field Services, Asset and Inventory Planning, and Customer Service.
Ben lives in Colchester, Vermont with his wife Gabby, dog Daks, and 2 cats Karoo and Thembi. The whole family enjoys hiking, canoeing, and skiing in and around the Adirondacks and Green Mountains. Ben also enjoys playing basketball in his spare time and sampling all of Vermont’s fine breweries!
Location: Durham NC
Degree/Education: University of Central Florida
Favorite Food: Sweet Potatoes
Favorite Color: Purple
Favorite Movie/TV Show:
SERVICE MANAGEMENT CONSULTANT
Jennifer is a Service Management Consultant who integrates technical offerings in an efficient and instrumental way. She values her client’s unique needs and works to create solutions that ensure successful implementations and enablement. She believes in the importance of the three P’s when approaching a project — People, Process, and Platform. These three elements are paramount to constructive consulting and desirable deployments.
Certifications: ITIL, ServiceNow System Administrator, ServiceNow Implementor, Business Relationship Management Professional (BRMP)
Jennifer has implemented Change and Release management across a multitude of clients and industries. She is also well versed in the ITSM suite of processes and solutions. In addition, her understanding of Asset Management and Inventory Planning led to her creating a custom application to assist in inventory management for a world renowned multimedia corporation.
Jennifer is currently working on helping our clients convert from dated and cost prohibitive Remedy hosted solutions to ServiceNow’s cloud-based platform. She recognizes the pain points of reconstructing an organizations’ “native knowledge” into a solution that will be readily adopted come deployment.
She is most excited about the advancement of IoT in the services industry and the potential applications for both providers and end users. Jennifer hopes to pave a way for our clients to begin using IoT devices to help evolve how we work.
Jennifer resides in the beautiful state of North Carolina with her husband, two dogs, cat, and horse. She enjoys spending her free time on the back of her horse and seeing the world between two ears. Most weekends you can find her out on a trail ride with her trusty mount Tannin or catching a traveling Broadway show at the DPAC with her husband.
Location: Philadelphia, PA
Degree/Education: BS Computer Science, University of Maryland
Favorite Food: Taco Bell
Favorite Color: #900C3F
Favorite Movie/TV Show: Groundhog Day
Favorite Child: Phoebe
SERVICE MANAGEMENT CONSULTANT
Yancy has worked in IT since graduating from the University of Maryland with dual degrees in Computer Science and English. After taking on various roles throughout IT organizations (development, QA, support), he shifted his focus to service management and immediately gravitated to ServiceNow and its capabilities.
Yancy has been a fan of ServiceNow since his first experience with the platform, where he realized it effectively automated almost all of the more aggravating aspects of managing IT. He’s particularly excited about Service Portal providing the “bells & whistles” to really bring the underlying processes to life.
Yancy lives with his wife, Rachel, and their daughter Phoebe in the Fishtown region of Philadelphia. While parenthood tends to eat up almost all of his free time, he still runs a regular trivia night at the local pub, and checks out live music whenever he’s allowed.
Location: Fort Smith, AR
Degree/Education: BS Computer Science/MBA
Favorite Movie/TV Show: The Godfather
Favorite Historical Figure: Alexander Hamilton
Favorite Place to Visit: Legoland
SENIOR TECHNICAL CONSULTANT
Rodney’s skill sets with process and technology renders him a swiss army knife of the industry. Because of this, he plays a role in most of our client’s projects. He is currently working on complex integrations, architecting custom solutions, and providing advanced coding solutions for some of our more mature clients with highly regulated environments. Rodney has been a mentor and a guide for over a dozen technical consultants and continues to equip our team with coding best practices and expertise to better serve our clients.
Rodney resides in Arkansas with his wife, son, and dogs. He claims he is “the worlds least interesting man” but he is anything but. Rodney is a history aficionado and can tell you most anything you would want to know about historical events or people. Rodney’s free time is spent giving his son the world, and he wouldn’t have it any other way.
Location: Clinton, CT
Degree/Education: MPhil Yale University
Favorite Food: Whopper
Favorite Color: Green
Favorite Movie: Apocalypse Now
Bill Cunningham, PMP, is a certified ITIL Expert . His career in IT covers 20 years.
As a consultant Bill has worked with organizations in a variety of industries to increase their operational control by helping them improve their Change, Configuration and IT Service Continuity Management processes. This includes leading several process projects to design Change and Service Continuity Management processes in the highly regulated pharmaceutical industry and government sector.
Bill is versed in LEAN-Six Sigma methodologies for process design and continual service improvement.
Bill is a past- president of the itSMF Boston LIG and the Founding Program Chair of the itSMF Higher Education SIG.
LSS Green Belt
Bill has led ISO 20000 certification programs which has required the ability to adapt organizational culture to a prescriptive process standard.
He has also enjoyed applying his process development expertise to forensic risk analysis of existing systems and processes. This set up a project to redesign and improve cirticial IT business processes.
He has also led a number of IT Service Continuity (Disaster Recovery) projects that have deepened his insight into the underlying interconnections of processes and systems.
Bill likes to pretend to fly-fish in both salt and fresh water. He also spends a lot of time running and swimming with his Labrador retriever, who thinks Bill needs to work on getting faster.
Location: Burlington VT
Degree/Education: BS/BA University of Connecticut, MS University of Vermont
Favorite Food: Gnocchi
Favorite Color: Why choose?
Favorite Movie/TV Show: The Empire Strikes Back
Peter is a Technical Consultant who is interested in technology not for its own sake, but for the sake of the users and organizations it serves. He enjoys working collaboratively and closely with clients to put his technical expertise to work to anticipate the next stop in the roadmap, solve problems, and build with future opportunity in mind.
Certifications: ITIL Foundations, ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist (IT Service Management)
Peter has implemented Intake (Interaction Management), Incident, and Request with many clients in many industries. Many of those implementations have involved substantial Service Portal development for web- and mobile-based client experience.
Peter is currently engaged with long-term clients as they continue to maintain and expand their ServiceNow environments following major implementation rollouts. This allows him to continue to work closely with clients as they plan and build with the future in mind, and to develop their own internal resources for development and administration.
Peter is most excited about the Service Portal because it represents a serious commitment to sustainably delivering ServiceNow across web and mobile. ServiceNow’s forays outside of ITSM also have the potential to make the platform truly competent across the entire organization.
Peter also works as a therapist and enjoys all of the seasons of living in Vermont with his wife Hannah and rescue dog Harvey. He speaks multiple languages (some better than others) and enjoys traveling internationally, especially to Italy to visit family. He loves skiing, biking, cooking, and reading.
Location: Raleigh, NC
Favorite Food: a good slice of pizza.
Favorite Color: Midnight Blue
Favorite Movie/TV Show: Star Wars
Kevin has more than 20 years of experience in large enterprises working in multiple IT disciplines with teams to design and implement processes for running IT and the business. More recently, Kevin is taking that experience to build and deploy successful technical solutions built on the ServiceNow platform for our customers.
Process: ITIL/ITSM, IT Risk Management, IT Security
Technical: ServiceNow NOW Platform, IT Service Management, Service Portal
Kevin has been working with health care and consumer services organizations implementing IT service management applications and integrations to 3rd party systems in ServiceNow. In addition, he has been involved in custom Service Portal development.
Kevin is also prepared to help our customer implement Security Operations and GRC in ServiceNow.
Kevin enjoys spending his time with his wife and two daughters. New to North Carolina, they enjoy visiting new places together to get to know the state they now call home. Kevin is also an avid audiobook and podcast listener. If there’s ever a piece of technology you’ve ever wondered about, Kevin has it or has at least tried it out.
Location: Fairfax, VT
Degree/Education: International Business
Favorite Food: Dessert
Favorite Color: Orange
Favorite Movie/TV Show: Game of Thrones, Lord of the Rings, The Office, How I Met Your Mother
QUALITY ASSURANCE SPECIALIST
Jake is a Quality Assurance Specialist at Service Catalyst who excels at analytic thinking and end user interpretation. This helps him pinpoint technical faults while ensuring clients are receiving quality deliverables.
ServiceNow sys admin, functional/user testing, test case creation, automated testing framework (ATF), advance performance analytics/metrics/reporting, dashboards configuration and widget creation are a few things Jake brings to Service Catalyst
Jake is put on many projects due to his ability to quickly learn an environment. He is currently exploring a more technical developer role with Service Catalyst and has designed custom dashboards, request items, reports, and performance analytics for clients.
Performance analytics is what really drives Jake’s interest. With a history in business, he wants to show clients how ServiceNow can help provide stakeholder visibility in an easy to see dashboard.
Jake loves to do many activities outdoors. Hiking, skiing, sailing, disc golfing, are just a few things he does. He has completed eight tough mudders, and if you have the time, he will gladly tell you about the event. Volunteering is very important to Jake and this year he has started volunteering with the Fairfax Fire Department.
Location: Chicago, IL
Degree/Education: B.A. in Economics from Bucknell University
Favorite Food: Tacos al Pastor
Favorite Color: Green
Favorite Movie/TV Show: LOTR: Fellowship of the Ring
SENIOR SERVICE MANAGEMENT CONSULTANT
Charles has been implementing ServiceNow for over 5 years for clients in a wide range of industries. He combines process and technical expertise to execute a wide range of roles, including process consulting and hands-on-keyboard implementation.
Process proficiency includes Incident, Problem, Change, Service Catalog, Knowledge, CMDB/Asset (incl. SAM), Release, Procurement, Contract, Customer Service, Compliance
Charles’ most recent project was a Procurement, Contract, and Asset Management implementation. It was an interesting project because those processes have significant impacts on the Product/Service Catalog, but the client was not yet ready to take that on. Thus, a principal challenge was setting those processes up to work for the client while also making sure any future interface with the Service Catalog was seamless. The exercise helped the client think about their process and system architecture on a macro scale.
Charles spends his free time playing soccer, watching movies, skiing, and hanging out with his Labrador, Lucy.
Location: Boston, MA
Degree/Education: Information Sciences & Technology B.S Integration & Application
Favorite Food: Sushi
Favorite Color: Blue
Favorite Movie/TV Show: Entourage & The Sopranos (Basically any series on HBO)
ASSOCIATE SERVICE MANAGEMENT CONSULTANT
Graduate of Penn State University’s school of Information Sciences & Technology. Interested in the potential application of emerging technologies in the social media space towards enabling business processes in a corporate setting.
ServiceNow Certified SysAdmin
Digital Asset Management
I’m very excited for the future of ServiceNow in terms of the empowerment of the fulfiller in terms of ability & efficiency. The new Fulfiller portal will serve as a powerful user-friendly window that not only better serves the fulfillers themselves, but also to the designers (such as SN partners) who can tailor the experience of the fulfillment user even stronger than before. Eagerly awaiting the London release to see the full capabilities!
I’m an avid sports fan, with a love for all things Pittsburgh: Steelers, Penguins, & sometimes the Pirates. Also, I am currently in the process of moving to the Boston area and very excited to explore the city! Outside of work I am a lover of all things random and can be found at any given moment obsessed over a newfound hobby. My current obsession is pickling & canning!