Curiosity can be an art when used intentionally. It doesn’t always kill the cat; sometimes, it leads us down paths we may never have been exposed to. 

ITSM professional specializing in service operations and incident management, focused on building reliable, user-centered systems. I apply data-driven analysis, continuous process improvement, and ITIL-aligned practices to reduce service disruption and improve operational resilience.

Experienced within the ServiceNow ecosystem, with hands-on exposure across ITSM, CSM, SPM, and FSM. I support solutions end-to-end, from design through deployment, and collaborate across cross-functional teams to translate complex service challenges into scalable, effective outcomes.

Impact Highlights: Improved incident response efficiency, reduced service disruption through process optimization, and supported ITIL-aligned service improvements that strengthened operational stability and user experience.

With a background in public service and nonprofit work, I bring a human-centered approach to technology that balances structure, empathy, and accountability.  Outside of work, I’m a mom to twins, where adaptability, prioritization, and calm under pressure are practiced daily, skills that directly support high-impact operational environments.Continuously learning, improving, and building services that scale with purpose.

"Built on process. Driven by purpose."

Steffi Saint-Pierre