Eric Hendricks

Cumming

Summary

Dynamic ServiceNow Platform Manager at Oldcastle Infrastructure with expertise in ITSM and Agile methodologies. Achieved $200K in annual savings and enhanced Employee Experience satisfaction by 45%. Skilled in executive presentations and strategic delivery, driving impactful AI-driven solutions and governance frameworks to optimize business processes and foster stakeholder engagement.

Overview

years of professional experience

Certifications

Work History

ServiceNow Platform Manager / Customer-Side Solution Consultant

Oldcastle Infrastructure

Atlanta

05.2023 - Current

Facilitated stakeholder discovery workshops across ITSM, SPM, HRSD, Knowledge, and Employee Center.
Delivered executive-level solution walkthroughs and demos to showcase product capabilities.
Served as solution advisor for Now Assist AI, promoting adoption and governance practices.
Drove development of validation sub flows, decreasing request approval failures by 95%.
Designed custom Now Assist skill, reducing UAT preparation effort by approximately 80-85%.
Achieved over $200K in annual cost savings through strategic license optimization.
Boosted Employee Experience satisfaction by 45% through targeted initiatives.
Introduced Agile methodologies, enhancing delivery efficiency by 500%.

Systems Administrator / IT Operations

The Piedmont Bank

Peachtree Corners

09.2016 - 04.2023

Implemented ConnectWise Manage across IT, Operations, and HR for enhanced efficiency.
Designed workflow automation and inventory solutions, achieving approximately $150K in first-year savings.
Deployed Microsoft Intune to support BYOD and COPE initiatives.
Established change control and governance practices for operational consistency.
Redesigned workflows, increasing account opening speed and accuracy by 30%.

Operations Manager / Product & Partner-Facing Lead

BPI Outdoors

Lawrenceville

08.2006 - 03.2016

Developed and maintained dealer and distributor relationships to strengthen partnerships.
Implemented an end-to-end RMA and warranty repair process, cutting lead times from 16 weeks to 6 weeks.
Facilitated real-time visibility of package and repair statuses for customer service teams.
Showcased products at national trade shows and competitive shooting events to enhance exposure.
Led grassroots marketing initiatives alongside sponsorship programs to engage target audiences.
Oversaw a competitive shooting team, focusing on skill enhancement.
Achieved a 30% increase in packaged product revenue through effective marketing strategies.
Contributed market insights that shaped product strategy direction.

Skills

ServiceNow platforms and ITSM
HRSD and Employee Center Pro
Agile methodologies
AI-driven solutions
Consulting and workshops
Executive presentations
Value-based positioning

Competitive analysis
Strategic delivery
Product and platform strategy
Business process design
Governance frameworks
Change management

Certification

ServiceNow CSA - Issued April 2025

Timeline