James Ryland Hughes III has over 30 years of experience in project management, IT management, and ServiceNow administration. He has successfully led numerous software implementation projects and consistently delivered projects on time and under budget. His expertise includes ServiceNow custom development, administration, and integrations between systems like Salesforce and ServiceNow.

1. JAMES RYLAND HUGHES III, PMP
1115 Helmsdale Drive • Forest VA 24551 • (H) 434-525-3190 • (C) 434-907-9288 • jrh03@aol.com
Project Management • ServiceNow Administrator • IT Management Consulting • SCRUM Master
PROFILE
Talented and certified project management professional with proven expertise in ServiceNow implementation,
integration, custom development and administration. Leader of successful business software development projects,
implementations and support. Adept at managing complete software development life cycles (SDLCs). Supervise
and manage multiple complex projects and resources including: project managers, business analysts, developers,
network engineers and quality assurance resources. Consistently facilitate revenue growth through effective project
and program management. Excellent problem-solving and analytical skills.
6 Years of ServiceNow Administration & Application Development • IT Operations • Project/Program Management
ITIL v3 Foundations • Process Management • Strategic Planning • Solution Development • Client Relations
Software Development Life Cycles (SDLCs) • Application Architecture • Staff Development • CMMI Level II/III
Budget/Cost Control • Forecasting • Agile/SCRUM Development • Compliance • System Administration
PROFESSIONAL EXPERIENCE
Taos Mountain Inc. San Jose, CA 2015 - Present
IT Management Consultant & ServiceNow Administrator
Assignments:
Bioclinica
Accomplishments: - 08/16/2016 too present
• Developed and implemented enhancements between Taos Salesforce and Bioclinica ServiceNow Instances
Sony Pictures and Entertainment (SPE)
Accomplishments: - 03/16/2016 too present
• Successfully designed and implemented a technical solution which restricts user access not only to SPE’s
CMDB, but also down to the specific data elements for each of the 17 Configuration Item classes they were
restoring from previous security breach
• Implemented two factor authorization(2FA) to ServiceNow for only the users who were granted special
access to sensitive data in the CMDB
• Created six business rules that monitor key ServiceNow core tables to trigger SailPoint updates when a user
has been added or removed from a special access role that elevates or removes the need for 2FA
• Created two reusable ServiceNow Script Includes that the above Business rules initiate to pass the data
elements needed to the REST API message to SailPoint
• Configured the REST API Outbound post message in ServiceNow to take the data elements passed into it by
the Script include to update the users record in SailPoint to be required or not required to use 2FA for
ServiceNow Access
• Designed and implemented over 750 Access Controls that limit down to the CI Class attribute level who can
view and manipulate the data
• Created and implemented a UI Macro solution that restricts user access to core CI relationship mapping in
ServiceNow to only managers of specific CI’s they support or to users who have been granted elevated
access to all CI’s in a specific class
• Delivered the redesign on three specific CI classes via Dictionary Changes, UI Policies and Business Rules
to conform with GSIRT processes being implemented for data restoration
• Successfully created and deployed 7 import set tables to the newly securitized CMDB restoring over 10,000
records to their “Pre-Hack” state

2. • Created an extract of all CMDB database records that needed to be decommissioned and compiled them into
one import set of 5500 records that marked them as decommissioned along with updating 4 other unique field
elements
• Provide expertise in enhancing integration between Taos Salesforce and Sony ServiceNow Instances
James Ryland Hughes III • Page 2
Raymond James Financial (RJF) - 12/1/2015 to 03/15/2016
Accomplishments:
• Created and delivered client approved Infrastructure Product Management Framework which defined the
IaaS and detailed the processes of: Initiation, Definition, Planning/Design, Development and
Maintenance/Support.
• Created and delivered client approved detailed requirements for automating the Product Management
Framework in a service management platform tool.
• Created and delivered product metrics definitions and how best to measure them for DevOps products.
• Created and delivered a comparison analysis between SharePoint and ServiceNow to develop the
automated Product Management Framework in and made the final recommendation to use ServiceNow.
• Created and delivered detail requirements to automate the Environmental Provisioning product in
ServiceNow
Liberty University, Lynchburg, VA 2010 - 2015
Process / Project Manager and ServiceNow Administrator
Certified ServiceNow Administrator and ITIL process owner for Change Management, IT Configuration Management
and IT Asset/Inventory Management. Was the project manager in charge of implementing the above processes as
well as Incident, Problem, Project and SDLC management into ServiceNow. Position required hands on ServiceNow
development in order to implement the processes being defined via custom scripts (JavaScript), business rules, UI
actions, HTML, CSS & Jelly. As the process owner for Change, CMDB and Asset Management, chaired and
provided over sight for process management improvement steering committees. Monitored process adherence and
provided metrics to Sr. Management. Created training materials and conducted training classes for IT staff in regards
to Change, Configuration and Asset Management processes and tools.
Accomplishments:
• As the project manager, oversaw and successfully managed the initial implementation of the ServiceNow
platform for Problem and Incident, Change, Project, Release, Configuration and Asset Management.
• Created and maintained custom inventory and life cycle management applications for IT’s key assets in
correlation with ServiceNow’s asset and configuration management applications.
• Designed, developed and implemented a change management application for requesting/modifying key
performance indicators.
• Designed, developed and implemented custom ITAM applications and modules to support Liberties processes.
• Wrote custom inbound actions to parse emails to create service catalog requests, incidents and purchase
orders.
• Implemented and maintained a customized version of the collision detector for Change Management.
• Implemented and maintained the integration of SCCM and other special data imports (AD & LDAP) into Liberty
Universities ServiceNow databases.
• Administered the discovery tool usage in the ServiceNow platform to update specific CI’s in predefined IP
ranges by writing custom sensors and probes.
• Created a custom project management application where I was responsible for project management as well as
the development of supporting modules. Created project metric calculations for project health.
• Created scripts to move records from one process area (Requests) to other process areas (Change and
Incident.)
• Created and maintained custom workflows for the Change Management application to obtain proper approvals
and escalation paths.

3. James Ryland Hughes III • Page 3
VALTIM Incorporated, Forest, VA 2009 - 2010
IT/IS Manager
Planned, organized, directed and evaluated all activities of the Information Services Division including computer
operations, programming and analysis, internet data communications, telephone communications, user training and
desktop computer and software support. Developed and executed project parameters, budgets, time frames;
prioritization, staffing; review and evaluation of IT projects. Managed the selection, training, development, evaluation
and mentoring of division personnel. Prepared and administered the IT divisions multi-million dollar operating and
capital budget.
Accomplishments:
• Designed and implemented a project for the back up recovery generator to support key systems and
workstations during any unforeseen power failures.
• Managed an internal project from start to finish, where system redundancy for all of the companies’ critical
servers was implemented utilizing virtual servers across a load balanced XEN and Everun software
configuration.
• Created an on-call support system for the IT/IS departments to support our 7/24 facility for after hours.
• Implemented Time tracking policies and a help desk system to assist with detailed project reporting and time
management metrics.
• Managed the design, documentation, and delivery of the company’s primary 73 seat Call Center application.
FISERV AUTOMOTIVE SOLUTIONS, King of Prussia, PA 2007 - 2009
Senior Business Analyst
Directed project management, product definition/development, and processes for a $4.74B provider of financial
software applications. Managed projects ranging from $8M to $10M. Supervised cross-functional product
development teams in the delivery of the company’s proprietary software applications.
Accomplishments:
• Consistently met or exceeded all project assignments on or before due dates.
• Produced billable hours for company 60 days ahead of schedule.
• Created multiple software application designs and specifications that were successfully incorporated into the
core application platform.
• Designed and documented several new processes to facilitate effective application management, contract
storage, and information routing.
• Led creation of special notification pages to forward declination and counter offer letters to customers.
• Developed collateral valuation pages utilizing several automotive industry guides.
FIDELITY INFORMATION SERVICES, Atlanta, GA 2000 - 2007
Resource Manager (2005-2007)
Oversaw multiple internal and external customer projects for $4.76B provider of software, outsourcing, and IT
consulting for financial services and mortgage industries. Supervised staff of 23 architects, developers, testers, and
business analysts. Coordinated multiple projects simultaneously. Administered $3.8M budget.
Accomplishments:
• Maintained annual billable rate of 92% and achieved maximum allocation of resources.
• Successfully staffed approximately 100 projects and met all quality and delivery goals.

4. • Trained 8 additional resource managers (peers) in the use of MS Enhanced Project Management tool for
tracking employee allocation and roll off dates.
• Co-managed design and development of employee ranking spreadsheet to evaluate 140 employees.
James Ryland Hughes III • Page 4
Development / Project Manager (2000-2005)
Managed development and delivery of new product releases for an indirect loan origination system. Supervised 28
developers, 6 project managers, and 27 off-shore resources.
Accomplishments:
• Facilitated CMM Level 3 ranking by training other division managers in CMM methodologies.
• Planned, directed, and delivered 8 simultaneous core product implementations. Project included coordinating 6
teams and managing an $8M budget.
• Developed production reports for monthly production statistics utilized by management teams.
• Assisted the sales department with RFI’s, RFP’s, product demonstrations and training.
• Formulated beta test agreement adopted for use in testing new software releases at partner sites.
Harland Financial Solutions, Atlanta, GA 1998 - 2000
Product Manager/Pre-sales Product Specialist
Oversaw development and release of core products for company with $1.4B in assets. Assisted pre-sale support and
demonstration of the core product to potential clients. Created release schedules to support client base of 23
organizations ranging from $20M to $20B.
Accomplishments:
• Selected to compliance team that analyzed new regulatory requirements to ensure compliance of company
software with OFAC, HMDA, HOEPA, and FACT ACT regulations.
• Facilitated revenue production by completing RFI’s, RFP’s, training of the sales force and conducting client
product demonstrations.
• Managed design of new debt analysis functionality incorporated into core software.
• Developed product roadmap for consumer lending software, later adopted by other product managers to
coordinate complete software development life cycles.
• Formulated Sunset process utilized to move clients from mature products to improved product releases.
• Achieved 100% Club by assisting sales team in meeting all assigned goals.
CRESTAR BANK, Richmond, VA 1986 - 1998
Vice President, Consumer Finance Group – Financial Services System Administration, LAN Manager & Consumer
Lending Officer. Applications administered (COIN Banking, APPRO and LaserPro)
EDUCATION
BS in Finance
Virginia Polytechnic and State University, Blacksburg, VA
CERTIFICATIONS & TRAINING
PMI Certified - Project Management Professional - PMP # 1340049- Expires 6/10/2016
ServiceNow - Certified Administrator
ITIL V3 Foundations Certification
Certified SCRUM Master (CSM)
Enterprise Agile Development Course

5. Total Project Management Methodology
Compliance Training for Supervisors
CMMI Staged Model
Rational Unified Process (RUP)
Managing for Excellence
Mastering Requirements Management
Essentials of Visual Modeling
TECHNICAL INFORMATION
Skills: Microsoft Office suite, Microsoft Project, Microsoft Visio, Microsoft Enterprise Project Management

6. Total Project Management Methodology
Compliance Training for Supervisors
CMMI Staged Model
Rational Unified Process (RUP)
Managing for Excellence
Mastering Requirements Management
Essentials of Visual Modeling
TECHNICAL INFORMATION
Skills: Microsoft Office suite, Microsoft Project, Microsoft Visio, Microsoft Enterprise Project Management