Portfolio | Product Manager Portfolio

Enterprise Workflow Modernization

Led the strategy and implementation of a ServiceNow-based workflow system for a Fortune 500 company.

Salesforce RBAC Implementation

Designed and deployed a complex role-based access control framework for a global sales organization.

Government Agency Portal Redesign

Overhauled the information architecture and user experience for a major public-facing government portal.

Healthcare Operations Automation

Implemented ServiceNow CSM to automate patient intake and scheduling workflows for a large hospital network.

FinTech Product Strategy Development

Developed a 3-year product strategy and roadmap for a new digital banking platform.

ServiceNow Knowledge Management Overhaul

Redesigned the information architecture and access controls for an enterprise knowledge base.

Enterprise Workflow Modernization

Client: Fortune 500 Financial Services Company

Challenge

The client faced significant operational inefficiencies due to fragmented legacy systems and manual processes across multiple departments. Key challenges included long processing times, high error rates, lack of visibility, and compliance risks.

Solution

As the lead Product Manager, I developed the strategy and oversaw the implementation of a unified workflow platform using ServiceNow. My responsibilities included:

Conducting extensive stakeholder interviews and process analysis across 15 departments.
Developing a phased implementation roadmap prioritizing high-impact workflows.
Defining detailed requirements for custom ServiceNow applications and integrations.
Designing an intuitive user interface tailored to different user roles.
Collaborating with development teams using Agile methodologies.
Creating a comprehensive change management and training program.

Key Technologies & Skills

ServiceNow (ITSM, ITBM, Custom Apps), Workflow Design, Process Automation, Information Architecture, Requirements Definition, Agile Project Management, Stakeholder Management, Change Management.

Results

Reduced average workflow processing time by 45%.
Decreased manual error rates by 60%.
Achieved estimated annual cost savings of $5M through efficiency gains.
Improved cross-departmental visibility and collaboration.
Enhanced compliance tracking and reporting capabilities.

Salesforce RBAC Implementation

Client: Global Technology Sales Organization

Challenge

The client's existing Salesforce permission model was overly complex and difficult to manage, leading to security vulnerabilities and hindering user productivity. They needed a scalable RBAC framework for over 5,000 users across different regions and roles.

Solution

I led the design and implementation of a new RBAC framework within Salesforce:

Analyzed existing roles, profiles, and permission sets.
Collaborated with security, legal, and sales operations teams to define granular access requirements.
Designed a hierarchical role structure aligned with the organizational chart.
Developed standardized permission sets based on job functions.
Implemented sharing rules and territory management for data visibility control.
Managed the migration process and provided post-launch support.

Key Technologies & Skills

Salesforce (Sales Cloud, Service Cloud), Role-Based Access Control (RBAC), Security Architecture, Data Governance, Requirements Analysis, Stakeholder Collaboration, User Acceptance Testing.

Results

Simplified permission management, reducing admin overhead by 30%.
Strengthened security posture and reduced risk of unauthorized data access.
Improved user experience by providing appropriate access levels without unnecessary restrictions.
Established a scalable framework for future organizational growth.
Ensured compliance with industry regulations (e.g., GDPR, CCPA).

Government Agency Portal Redesign

Client: State-Level Public Services Agency

Challenge

The agency's public-facing portal was outdated, difficult to navigate, and not mobile-friendly. Citizens struggled to find information and access services, leading to high call center volume and low user satisfaction.

Solution

I served as the Product Manager for the complete redesign and replatforming of the agency portal:

Conducted user research (surveys, interviews, usability testing) with citizens and agency staff.
Developed a new information architecture based on user needs and service categories.
Created wireframes and prototypes for a modern, responsive user interface.
Defined requirements for content management system (CMS) integration and backend services.
Prioritized features based on user impact and agency goals.
Ensured compliance with accessibility standards (WCAG 2.1 AA).

Key Technologies & Skills

Information Architecture, User Experience (UX) Design, User Research, Content Strategy, Responsive Design, Accessibility (WCAG), Agile Development, Government Technology.

Results

Improved user satisfaction scores by 50%.
Reduced call center inquiries related to website navigation by 35%.
Increased mobile usage of the portal by 70%.
Streamlined access to critical public services and information.
Received positive feedback from both citizens and agency leadership.

Healthcare Operations Automation

Client: Large Regional Hospital Network

Challenge

The hospital network relied on manual processes and disparate systems for patient intake, scheduling, and resource allocation, leading to delays, errors, and suboptimal patient experiences.

Solution

I led the product strategy for implementing ServiceNow Customer Service Management (CSM) to automate key operational workflows:

Mapped existing patient journey and identified key bottlenecks.
Designed automated workflows for appointment scheduling, pre-registration, and resource coordination.
Developed requirements for integration with the existing Electronic Health Record (EHR) system.
Configured ServiceNow CSM case types, agent workspace, and knowledge base specific to healthcare needs.
Implemented patient communication workflows via email and SMS.
Ensured HIPAA compliance throughout the system design and implementation.

Key Technologies & Skills

ServiceNow CSM, Healthcare IT, Workflow Automation, Process Improvement, EHR Integration, HIPAA Compliance, User Journey Mapping, Requirements Gathering.

Results

Reduced patient check-in time by an average of 15 minutes.
Decreased scheduling errors by 80%.
Improved resource utilization (e.g., imaging equipment) by 20%.
Enhanced patient communication and satisfaction scores.
Provided staff with a unified platform, improving efficiency and reducing burnout.

FinTech Product Strategy Development

Client: Financial Technology Startup

Challenge

A well-funded FinTech startup needed a clear product strategy and roadmap to launch its innovative digital banking platform in a competitive market. They required guidance on market positioning, feature prioritization, and go-to-market planning.

Solution

As a consulting Product Manager, I developed a comprehensive 3-year product strategy:

Conducted market research and competitive analysis to identify differentiation opportunities.
Defined target user segments and developed detailed personas.
Facilitated workshops with founders and key stakeholders to align on product vision and goals.
Created an outcome-based roadmap prioritizing MVP features and subsequent releases.
Developed a metrics framework to track product success and user engagement.
Advised on technology stack choices and build vs. buy decisions.

Key Technologies & Skills

Product Strategy, Market Research, Competitive Analysis, Roadmapping, Prioritization Frameworks (e.g., RICE), MVP Definition, Go-to-Market Strategy, FinTech Domain Knowledge.

Results

Delivered a clear, actionable product strategy and roadmap adopted by the leadership team.
Enabled the startup to secure Series A funding based on the strategic plan.
Provided a framework for focused product development, leading to a successful MVP launch.
Established key metrics for measuring product-market fit and guiding future iterations.

ServiceNow Knowledge Management Overhaul

Client: Multinational IT Services Company

Challenge

The company's internal knowledge base, built on ServiceNow, suffered from poor organization, outdated content, and inconsistent access controls. Employees struggled to find accurate information, impacting productivity and service quality.

Solution

I led the product effort to overhaul the ServiceNow Knowledge Management module:

Audited existing knowledge articles and usage patterns.
Developed a new information architecture and taxonomy based on user roles and service areas.
Designed a streamlined content creation and review workflow.
Implemented a granular RBAC model for knowledge base access and contribution.
Configured improved search functionality and relevance tuning.
Developed a content governance plan and trained knowledge authors.

Key Technologies & Skills

ServiceNow Knowledge Management, Information Architecture, Content Strategy, Taxonomy Design, RBAC, Search Optimization, Content Governance, User Training.

Results

Improved knowledge article findability, reducing average search time by 50%.
Increased usage of the knowledge base by 40%.
Reduced duplicate content and improved overall content quality and accuracy.
Streamlined the process for creating and updating knowledge articles.
Enhanced security through refined access controls.

My Portfolio

Enterprise Workflow Modernization

Salesforce RBAC Implementation

Government Agency Portal Redesign

Healthcare Operations Automation

FinTech Product Strategy Development

ServiceNow Knowledge Management Overhaul

Enterprise Workflow Modernization

Challenge

Solution

Key Technologies & Skills

Results

Salesforce RBAC Implementation

Challenge

Solution

Key Technologies & Skills

Results

Government Agency Portal Redesign

Challenge

Solution

Key Technologies & Skills

Results

Healthcare Operations Automation

Challenge

Solution

Key Technologies & Skills

Results

FinTech Product Strategy Development

Challenge

Solution

Key Technologies & Skills

Results

ServiceNow Knowledge Management Overhaul

Challenge

Solution

Key Technologies & Skills

Results

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