Alex Alejandro

Principal Technical Consultant

ServiceNow

Nov 2025 - Current (10 months)

* Architect and deliver scalable ServiceNow ITSM strategies that drive business outcomes with minimal customization and maximum clarity. * Facilitate high-impact design workshops and process refinement sessions to align stakeholders with strategic goals. * Lead technical execution of complex engagements, integrating systems (SSO, LDAP, etc.) to enhance performance and user experience. * Manage multiple concurrent projects end-to-end, ensuring timely delivery of polished, high-quality solutions. * Mentor senior stakeholders across the ServiceNow ecosystem, fostering continuous improvement and innovation in ITSM practices.

ServiceNow Technical Lead & Solutions Architect

Centers for Disease Control and Prevention

Oct 2024 - Nov 2025 (1 year 2 months)

* Spearheading the technical roadmap and strategic implementation of ServiceNow solutions, driving efficiency and innovation within the Business Intelligence & Technology Solutions Office * Leading the technical roadmap and strategic implementation of ServiceNow solutions to streamline HR IT workflows, automate processes, and improve service management across the organization. * Driving the adoption and integration of ServiceNow modules and functionalities, ensuring alignment with the CDC’s objectives and IT architecture standards. * Providing expert guidance and technical leadership to cross-functional teams, facilitating the successful deployment and optimization of ServiceNow applications. * Conducting in-depth analysis and problem-solvi

ServiceNow SME

New River Systems

Jul 2023 - Oct 2024 (1 year 4 months)

* Led the integration and optimization of ServiceNow platforms with Federal clients' SAFe/Agile methodologies, aligning with DoD's modernization efforts and ensuring strategic alignment of project deliverables. * Enhanced UX and operational efficiency by customizing ServiceNow modules (ITSM, Service Portal, CSM) to meet organizational needs. * Managed 4 ServiceNow Citizen Developer teams, enhancing solution delivery and skill development while fostering cross-functional support. * Transformed business requirements into efficient ServiceNow workflows, significantly improving process efficiency and service delivery. * Directed ServiceNow HR Service Delivery (HRSD) implementations within budget and timelines, maintaining system stability, secu

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Senior Software Engineering Consultant (ServiceNow)

Oct 2022 - Jul 2023 (10 months)

• Lead and manage the successful delivery of a global release of a CSM ServiceNow project using Agile methodologies. • Collaborate with business analysts, developers, and end-users to gather requirements, define project scope, and create project plans. • Develop and maintain project schedules, track project progress, and communicate project status to stakeholders. • Provide mentorship and guidance to team members, including conducting performance evaluations and facilitating team meetings. • Lead the implementation of a ServiceNow CSM solution for a global IT organization, resulting in a projected 50% reduction in case resolution times.

ServiceNow Sr Business Analyst

Xcelerate Solutions

Oct 2022 - Jul 2023 (10 months)

• Collaborate with clients to understand their business requirements and develop customized ServiceNow solutions to improve their business processes. • Lead business process assessments and identify areas for process improvement and optimization. • Develop and maintain business process workflows, document process maps, and create process training materials. • Conduct stakeholder interviews and workshops to identify process pain points and develop solutions to address them. • Provide guidance and mentorship to junior consultants on business process analysis and design. • Worked with developers to customize ServiceNow solutions to meet client requirements.

ServiceNow Federal Functional Project Lead

Accenture Federal Services

Oct 2022 - Jul 2023 (10 months)

• Led a team of ServiceNow developers and worked closely with stakeholders to understand business requirements and design solutions. • Designed and implemented ServiceNow solutions for many different custom applications such as the Customer Service Management, Service Catalog, and Service Portal. • Conducted user training sessions and provided ongoing support to end-users. • Worked closely with the ServiceNow team to ensure compliance with ITIL processes. • Managed project timelines, and resources. • Created and provide functional project direction • Managed client expectations and disseminate objectives throughout the project team • Applied knowledge of ServiceNow to design solutions that meet or exceed requirements, and support the techni

ServiceNow Developer

Defense Intelligence Agency

Nov 2019 - Oct 2022 (3 years)

• Created and maintained ServiceNow workflows, business rules, UI policies, and UI actions. • Performed ServiceNow system maintenance tasks, including applying updates and patches, managing users and roles, and monitoring system performance. • Contributed to the successful global implementation of ServiceNow ITSM solutions for several clients. • Collaborated with business analysts to gather requirements and develop technical solutions that meet client needs. • Successfully implemented ServiceNow ITSM solutions for several clients, resulting in improved incident management and request fulfillment processes.

Software Engineer

Defense Intelligence Agency

Nov 2019 - Oct 2022 (3 years)

• Collaborated with cross-functional teams to develop and maintain enterprise-level software applications and systems • Designed and implemented complex software solutions using a variety of programming languages and technologies, including Java, Python, and SQL • Conducted code reviews and provided constructive feedback to team members to ensure code quality and adherence to industry best practices • Participated in Agile development processes, including daily stand-ups, sprint planning, and retrospectives • Develop and execute unit and integration tests to ensure software quality and reliability • Troubleshooted and resolved software defects and issues, and work with stakeholders to develop effective solutions • Continuously evaluated and

Operations Manager

Comcast

Dec 2016 - Nov 2019 (3 years)

• Managed a team of 150+ customer service professionals responsible for providing support to over 250,000 customers. • Conducted regular performance evaluations and provided coaching and feedback to team members. • Developed and implemented process improvements to increase efficiency and reduce costs. • Spearheaded multiple SAAS cloud solution application deployments and effectively trained, coached, and mentored teams on various projects simultaneously. • Successfully led the implementation of a new customer service management system, resulting in improved ticket management and faster response times. • Collaborated with cross-functional teams to develop and launch new products and services, resulting in a 10% increase in revenue.

Ordnance Maintenance Chief

United States Marine Corps

Jun 2008 - Jun 2016 (8 years 1 month)

• Managed a team of 30+ Marines responsible for performing maintenance on weapons and equipment. • Developed and implemented maintenance plans to ensure mission readiness and safety of personnel. • Conducted regular performance evaluations and provided coaching and feedback to team members. • Successfully executed numerous maintenance operations in challenging environments, resulting in minimal downtime and maximum mission readiness. • Collaborated with cross-functional teams to ensure availability of required equipment and spare parts. • Developed and implemented a comprehensive training program for personnel, resulting in improved maintenance skills and readiness. • Collaborated with allied forces to conduct joint maintenance operations,

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