Fernando Castro

Sr Product Manager for ServiceNow CRM AI

ServiceNow

Feb 2025 - Current (1 year 9 months)

Leading go to market, enablement and adoption at scale across sales, solution consulting, training and certification, customers, and partners, informing the pricing and packaging of new products, innovative capabilities and driving adoption of the product portfolio by translating technical into visual and easy to understand multimedia content within a customer context at scale. Creator of proven, high-quality technical and functional enablement content that describes what the product is, how to implement it and the value of product innovation of our CRM suite across Customer Service Management (CSM), Field Service Management (FSM) and Sales and Order Management (SOM) products with a particular focus on Agentic AI and Generative AI. Addition

CIWF Principal Product Success Architect

ServiceNow

Aug 2023 - Feb 2025 (1 year 7 months)

A single point of connection to the latest Customer & Industry Workflows best practices, enhancements, and innovations:
• Strategic expertise from strategy development to ongoing operation of customer solutions, showcased in roadshow events like Knowledge, World Forums, Live on SN webinars and Summits (including lab creation and execution)
• Drive ServiceNow transformation strategy and roadmap to achieve the customer's desired business outcomes. Focus on CIWF Foundational Data Models (CDF, SMF, Install Base and Case Mgmt)
• Identify the right implementation plan and partner strategy and education to ensure to accelerate desired outcomes through programs like Product Vanguard and Product Adoption Assessments. Led collaboration

ServiceNow Customer & Industry Workflows Portfolio Manager & Technical Architect

CDW

Nov 2021 - Aug 2023 (1 year 10 months)

Leader and Sr product / portfolio manager for strategic activities that define CDW’s point of view and offering (implementation, capability, framework, best practices based on ITIL, UX and Enterprise CX) on ServiceNow’s Customer Workflows (CSM, FSM, TPSM, FSO, TSM, PSDS, etc) products. This includes the business analysis, service development, practice management, portfolio management, sales / pre-sales enablement and financial success of the BU Practice while maintaining a high standard of quality and technical expertise and leadership becoming the main architect and point of contact for the Practice. I oversee and set the direction for programs that enable other Consultants (+50 Solution Architects, BPCs, BAs, TCs, among others) to demonst

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Sr ServiceNow Business Process Lead

CDW ServiceNow Solutions

Nov 2021 - Apr 2022 (6 months)

Designer and lead of customer's journeys within the UX, Enterprise Service Management, ITSM and Customer Service Management Practices, shaping contextual business process and its resultant technical solutions. Proven success at connecting the solution with the impact on an organization's ability to operate with greater efficiency, effectiveness and less risk through business process alignment, engineering, customer journey roadmapping and assessments. Deep knowledge of IT industry trends, best practices and proven success frameworks at various levels of the organization, while developing trusted relationships as an advisor with customers, partners, and peers.

ServiceNow Sr Enterprise Advisory Consultant

Crossfuze

Jan 2021 - Nov 2021 (11 months)

Consult, advice, design and align business requirements into best practice processes, architectures, roadmaps and industrialized solutions within the ServiceNow platform (CSM, ITSM, ITOM, ITBM and HRSD). Provided value-based solutions via implementation of the four dimensions of service management for over many accounts (including the biggest project the company has ever sold) within different stages of their journey.
• Developed Practice and Center of Excellence artifacts such as:
• Updated over 10 Service Packages aligned with latest innovation trends which opened new service pipelines, resulting in 2X revenue.
• Standardized “Requirements Gathering Matrix” that turns results into stories and epics for easy tracking and eff

Sr ServiceNow Solutions Consultant & Architect

Windward

Nov 2020 - Nov 2021 (1 year 1 month)

ServiceNow's ITSM and CSM-based transformation and migration activities for global clients within the fintech, telecommunications (TSM) and manufacturing industries.
• Apply Configuration, Incident, Problem, Change, Knowledge Management best-practices and methodologies in the development and implementation of service maps (both business and technical services)
• Serve as integral part of organization as a thought leader in applying change management principles to streamline business processes and optimize operational efficiencies and ensure services are performed within established service levels and Key Performance Indicators (KPIs)
• Lead workshops with various stakeholders, both technical and non-technical, to understand t

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UX Product Manager / Platform Architect

Aug 2019 - Dec 2021 (2 years 5 months)

Consultant agency for businesses looking to build their own digital platforms (websites) based on the principles of design thinking, UX (user experience), market intelligence and custom branding.
• Consultant for business architecture, roadmapping and project management.
• Approver of UX Designers' wireframes, prototypes, user stories, journey and empathy mapping
• Review platform development, design and implementation.
• Support and guide organizations on their digital transformation across the Northeast region looking to standardize, digitize and automate their business through the principles of business ITIL, Lean Sigma, Agile, design thinking, user experience, user research and more.
• Industry solutions for ban

Lead Solutions Consultant for End User Support

DXC Technology

May 2016 - Sep 2019 (3 years 5 months)

Understand, research and analyze complex client requirements and data to create simplified technical and business solutions based on multi-year digital transformation journeys within the Service Management, Customer Service (CRM) and End User Support (Service Desk, Site Support, ITAM, Managed O365, MSFT Products, Workplace) contexts leveraging ServiceNow & SFDC, resulting in higher employee productivity, efficiency, automation & a unique experience based on different workstyles
• Resolved latest technology adoption for client employees through design thinking, resulting in customized, configured and industry-aware solutions that provide immediate & long-term ROI to clients within a management of change framework.
• Led hundreds of

Infrastructure Support Center Product & Offering Manager

Hewlett Packard Enterprise

Jul 2013 - Apr 2016 (2 years 10 months)

Leader and practice owner of 24x7 critical incident management team across 400 clients through a group of 42 expert to intermediate level employees, monitoring performance to ensure company success within budget and time within several ITSM/CRM platforms (Service Manager, SF.com & ServiceNow) as admin and product owner. The value of the team was to triage key critical incidents and events (P1/2) and managing until service restoration, involving all the appropriate support and account teams across the globe as required. The team also routed over 40K+ monthly tickets to 30 technical capabilities in 300 queues in over 10 different ticketing systems & instanc

Project and Operations Supervisor at CEO Global Command Center

HP

Apr 2013 - Oct 2014 (1 year 7 months)

Co-founder and people supervisor of internal critical incident management team that handled telecom, network, site, natural disasters and power outages across all the centers where the GSD (Global Service Desk offering) is located, triggering Business Continuity Plans as required and engaging technical resources on the line until the service is restored.
• Internal sale of project to have budget approved and assigned.
• ServiceNow Implementation owner and admin
• Youngest supervisor in HP Costa Rica, hiring, training and managing a team of 12 employees, 6 in Costa Rica and 6 in Pontiac, MI, USA.
• Executive exposure up to the CEO level due to company’s reputation on these events.
• Automated executive communications

Regional Outage and Asset Manager

HP

Oct 2012 - Apr 2013 (7 months)

Owner of regional outage communications, tracking and timely resolution within local SWAT and IT internal teams. Business Continuity Plan creation for each team regarding outages that would affect the service availability to clients within the region. Implemented procedure for agents to work from home in case of outage. Site level asset tracking (mobile and desktop), seat assignments, person ratio, ITO ISO audit compliance reports, new business & account migrations for over 3K employees.

Agent Experience and Operations Lead

HP

Jan 2012 - Apr 2013 (1 year 4 months)

Increased levels of staff retention by 20% for 5K employees, country-level participation, employee communication and career growth. Manage logistics of over 24 programs/events that developed skills, empowerment and recognition. Creation of a dynamic internal website with over 30K total visits to enable better communications/newsletters across profiles, sites and leaders across the globe. Brand ambassador and executive clients visits logistics and co-hosting.

Incident Lifecycle Coordinator for Global Service Desk

HP

Nov 2011 - Jan 2012 (3 months)

Mastership to analyze, report and process high volumes of tickets acting as a tower controller through different ITSM system such as OVSD, HPSM, ServiceNow and BMC Remedy. The main role of Incident Lifecycle Coordinator is to ensure the lifecycle of most tickets logged within the IT capabilities are owned and resolved within the prescribed contractual Standard Levels Agreements HP has with the client by the resolver teams located globally. Queue, contact and alert management are crucial to this day to day via communication techniques such as paging, instant and executive messaging communications.

Global Service Desk Technical Analyst

HP

Mar 2010 - Jan 2012 (1 year 11 months)

Provided On-line telephone IT technical support to end users on their mobile and desktop platforms. Support consists of high level expertise on standard software application packages and the environments and platforms in which the business operates (desktops, laptops, remote access, messaging, etc). Quickly diagnose triage issues and deliver a high level of customer satisfaction. Assist team with other duties required to maintain the call center operating smoothly.

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Fernando Castro

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