[Music] tell me your name your company and your current role I am at Glide Fest my name is Amy C uh and I'm a business process consultant as a business process consultant tell me a little bit about your day-to-day work uh day-to-day I work with our clients to kind of get what they need from a business perspective and turn that into stories and lots of different things for the TC's and The Architects to be able to understand what they need and how to build it and I also help the client to take their current processes that may be outside of service now and turn them into something that will work in service now that works for all levels not only the user but also the fulfillers what I like about what I'm hearing from you is that you seem to serve as a hinge between the the customer with their problems that they need a solution for and the developers and the technical side that will actually create the solution so you seem to be that go between the one that kind of hinges those two together am I understanding that correctly yeah that's a good good thing for the the bbcs uh we really are that goet we try to translate what the business wants and their processes and their current needs into something that fits in service now that the TCS and Architects can understand so that they can build it the way that to make that makes everybody happy yeah I think a bit about we're here at Glide Fest 2023 last night we had our keynote by our CEO Mike Lombardo and one of the things that he talked about was an itol concept continual service improvement can you talk a little bit about that and its application in your work continual service improvement is kind of what we do uh we always walk straight into the thing into an engagement saying okay let us help you help yourself uh we're always continually pushing the customer to think about things in a way that will cause everybody a little less work make things flow more smoothly and to help people just understand what they bought and how to use it how did you get into the service now ecosystem it seems everybody has a different story and I'm curious about yours so I was in it procurement uh at D and the guys came in and they said okay well everybody that's currently in our remedy system is going to service now and I said great uh we're in remedy we we have a really bad catalog what do we can what can we do to fix it and how to make it better and uh they said well we don't really have anybody that's can build it right now and you've got an IT degree do you want to help I said uh sure so I built a catalog of like 400 items and and worked with our developers to get that live um and then just kind of went from there it's just developed from the admin and the the catalog administrator On Through To more of this role that I'm in now bpc where I was helping more people come into the system and figure out what they needed and how they wanted it to be working with our users to make sure that what I had built was user friendly uh things like that it's just I love your story it seems that it takes a high level of intelligence to be in this role I'm not just simply flattering you although I do understand that flattery does go far but being able to understand and and feel someone's pain um that that level of empathy can take you quite far can you speak a little bit to that yeah you always have to make sure that you're striking that right balance right we need to make them go to out of box but we also need to empathize with every everything that they think they need or know they need so the trick becomes as a BBC is is puzzles right it's a puzzle to be solved you have to look at how the the customer feels and how what kind of position they're in at the time and then help them take you know that and translate it so make something that works for everybody and still you know fills the need for both sides sure today at bill mcdermitt's keyote at knowledge 2023 he spent a good deal of the first part of his address talking about rise up his initiative to scale up 1 million people in the ecosystem by the end of 2024 and I'm curious if you have any advice to new people who may be coming into the ecosystem maybe any words of encouragement pieces of advice that you can leave them with keep learning never stop learning never think that you know everything everything changes from day to day always keep learning always keep reading always keep an open mind when it comes to working with other people and learn from them and then try to impart some of your own wisdom on them yeah I like that because we have our own internal type of rise up with GCU glast Consulting University I think your words will go a long way final question Amy Amy what is your superpower see I don't think about those questions very often what is my superpower I guess that translation being able to translate between business and customer or business in TC it's the they be able to take the business's needs and talk to a technical person who may not kind of have that that's my superpower you've heard it here this is kie Alexander we're at Glide Fest 2023 and this is the great translator Amy C let's go thank you