Cameron Chambers
Summary
I am a dedicated leader and an accomplished IT Service Delivery & Operations professional, with an unwavering focus on People, Process, Data Insight and Technology.
I'm passionate about the ServiceNow platform and its ability to drive end-to-end digital transformation, thru purposeful automation and simplified experiences.
With a proven track record in ServiceNow Solution Design & Architecture, I spearheaded transformative IT solutions at JDS Australia, enhancing enterprise integration and service delivery for our customers.
My strategic planning and stakeholder engagement skills led to significant digital transformations, underpinned by a teamwork mindset that elevated project outcomes and customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Consultant, Solution Architect | ServiceNow
JDS Australia
01.2022 - Current
- Delivered a green fields deployment of ServiceNow ( ITSM , WSD , Integration Hub ) for a major Australian technology company, with key works including: CMDB Establishment / Incident | Major Incident | Request | Change / Employee Service Centre / Integrations incl. AWS, CommVault, Email, JAMF, Jira, LeanIX, Intune, Netbox, Okta, PagerDuty, Slack, Twilio, Workday
- Rationalized this customer's tool set via the removal of legacy platforms from the environment and the consolidation of disparate tooling, resulting in a more optimized experience for resolvers and end users alike
- Introduced core ITIL concepts to this customer in conjunction with the deployment of ServiceNow, which has resulted in the organization significantly improving all key KPIs and performance metrics (validated against the platforms Benchmarks application), with highlights including: 70% of INC resolved on first assignment / 91% of INC resolved within SLA / Only 1% of INC requiring re-opening / 100% of requests being fulfilled within SLA
- Optimization of the Employee Service Centre experience has resulted in 51% of end-user completing their Portal journey in 2m30s or less
- To support platform adoption, I have developed innovative strategies to address their complex business challenges via the development of a long-term ServiceNow Platform Roadmap , that showcases the relationship between the product, the capabilities delivered and the related benefits
- Designed and implemented numerous strategic and architectural frameworks for the customer, both for ServiceNow (as a platform) and the enterprise as a whole, including Data Governance , Integration Design , Enterprise Architecture and Security Compliance frameworks
- Mentored multiple members of our Program team (both internal FTE and other contracted resources), to enhance their skills and contribute more effectively to our deliverables
- Present findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans
- Further developed key vendor relationships from across the technical and commercial layers of ServiceNow
Senior Consultant | ServiceNow
JDS Australia
05.2020 - 01.2022
- Led the re-platforming ( ITSM , CSM , HRSD and ITOM ) of multiple major state government departments, providing technical and business process advisory across all major platform modules
- Delivered a public-facing Portal that was critical to a key-government agency's COVID-19 response
- Successfully developed multiple instance capabilities across the ITSM , CSM , HRSD and ITOM product lines, as well as coordinating the integration of dozens of key enterprise systems with ServiceNow
- Established training frameworks for key ITIL processes ( Change / Incident / Problem ) to drive platform adoption throughout the customer environment, from back-of-house resolver groups through to end users
- Established relationships with key ServiceNow (vendor) stakeholders, which continues to add value via technical solution analysis and commercial opportunities
Senior Technical Consultant | ServiceNow
JDS Australia
07.2019 - 05.2020
- Recommended technology upgrades to improve client security
- Led troubleshooting efforts for complex technical problems while maintaining a focus on client satisfaction throughout resolution processes
- Developed ServiceNow solutions across the ITSM , CSM , HRSD and ITOM product lines
- Delivered Training & Development programs for key ITIL capabilities ( Incident / Request / Problem / Change ) for multiple customers
IT Operations Manager
LAB3
04.2018 - 07.2019
- Delivered robust customer solutions by designing and implementing efficient service delivery architectures and 'ways of working'
- Streamlined IT operations by implementing effective process improvements and automation techniques
- Increased staff productivity by introducing innovative technology tools that streamlined daily tasks
- Implemented scalable cloud-based solutions that improved flexibility and accessibility for end-users across the organization
- Led the delivery and adoption of a green fields ServiceNow instance ( ITSM )
Major Incident & Problem Manager
DXC Technology
04.2017 - 04.2018
- Managed major / high-priority incidents , ensuring timely resolution and minimizing business impact in accordance with key ITIL concepts
- Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives
- Improved problem resolution times by implementing efficient tracking and monitoring systems
- Oversaw post-mortem meetings ( PIR ) after major incidents , fostering collaboration among stakeholders to address underlying issues effectively
Service Desk & Desktop Support Manager
DXC Technology
02.2016 - 04.2017
- Led the day-to-day operations of all L1 > L2 > L3 support capabilities across two of DXC's largest customers
- Ensured my team (which was cross-site) met all KPIs relating to Incident Management and Request fulfillment
- Led successful efforts to standardize equipment configurations across the organization, resulting in reduced maintenance costs and improved consistency in user experiences
- Developed comprehensive documentation for IT processes, streamlining training for new hires
- Implemented new software solutions for improved system performance and increased productivity
Service Desk Team Lead
DXC Technology
07.2014 - 02.2016
- Led the day-to-day operations of all L1 support personnel
- Engaged in user support interactions via telephone, chat and email platforms
- Diagnosed and resolved user system functionality issues to enable completion of desired operations
- Ran weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution
Education
Cert IV - Training & Development
Salmat
Melbourne, VIC12.2008
Cert IV - Customer Contact
Salmat
Melbourne, VIC12.2008
Cert IV - Community Services | Youth Work
RMIT University
Melbourne, VIC12.2004
Cert IV - Community Services | Alcohol & Other Drugs
RMIT University
Melbourne, VIC12.2004
High School Diploma -
Mentone Grammar School
Mentone, VIC12.2000
Skills
- ServiceNow Solution Design & Architecture
- Enterprise Architecture & Integration Design
- IT Service Delivery
- Strategic Planning
- Digital Transformation
- Software Implementation
- Stakeholder Engagement
- Project Documentation
- Business Analysis & Data Drive Insights
- Technology Integration
- Mentoring & Team Building
- Teamwork Mindset
Certification
- Suite Certification - ITSM (ServiceNow)
- Suite Certification - CSM (ServiceNow)
- Azure Fundamentals (A Cloud Guru)
- AWS Fundamentals (A Cloud Guru)
- ITIL Foundation V4 (Axelos)
- All Micro-Certifications (ServiceNow)
- All Pre-Sales Specialization (ServiceNow)
- All Sales Specialization (ServiceNow)
- Effective Influencing & Persuasion (New Horizons)
- The Effective Negotiator (New Horizons)
- Continual Service Improvement: ESM Best Practice (HDAA)
Additional Information
I'm a passionate member of the Victorian Ice Hockey community (along with my family), performing a number of roles and duties over the years, both on and off the ice.
My current activities include:
- 17U Head Coach, iceHQ Ducks
- Premier A Head Coach, Bison Hockey Club
- Defris (15U) Assistant Coach, Victorian Rep Team
Timeline
Senior Consultant, Solution Architect | ServiceNow
JDS Australia
01.2022 - Current
Senior Consultant | ServiceNow
JDS Australia
05.2020 - 01.2022
Senior Technical Consultant | ServiceNow
JDS Australia
07.2019 - 05.2020
IT Operations Manager
LAB3
04.2018 - 07.2019
Major Incident & Problem Manager
DXC Technology
04.2017 - 04.2018
Service Desk & Desktop Support Manager
DXC Technology
02.2016 - 04.2017
Service Desk Team Lead
DXC Technology
07.2014 - 02.2016
Cert IV - Training & Development
Salmat
Cert IV - Customer Contact
Salmat
Cert IV - Community Services | Youth Work
RMIT University
Cert IV - Community Services | Alcohol & Other Drugs
RMIT University
High School Diploma -
Mentone Grammar School
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