Nicole McFarland

Nicole McFarland has a diverse range of work experience spanning over two decades.

Starting from their most recent role, Nicole worked as a Solutions Architect at Elementum, where they collaborated with Product Engineering and Business Development teams. Their responsibilities included defining and packaging apps, creating marketing content, and leading implementations as needed. Prior to that, they served as a Senior Customer Success & Delivery Manager at Elementum, focusing on ensuring customer success and growth with the company.

Before joining Elementum, Nicole worked as a Delivery Manager at AHEAD, where they led a team of consultants and ensured exceptional outcomes for customers. Nicole also had a brief stint at AXELOS Global Best Practice as an ITIL4 Contributing Author.

Nicole's previous experience includes working at Macy's Technology as a ServiceNow Platform Owner and Service Management Practice Manager, where they streamlined IT service delivery and created a business case for system replacements. Nicole also worked at Emory University as an ITSM Service Manager, leading the implementation of ServiceNow and extending the platform and SM culture.

In addition, Nicole held positions as Director of the ITSM Education Practice at Third Sky, Inc., ITSM Consultant and ITIL Trainer at CCN, and Principal and Part Owner at StrongIntel, a start-up venture focusing on IT security services. Nicole began their career as a Product Manager at Benchmark Brands and an ITSM Consultant and Trainer/Business Development Manager at STI Knowledge.

Throughout their career, Nicole has demonstrated expertise in IT service management, customer success, delivery management, and ITIL. Their roles have involved leading teams, training, creating educational content, and driving digital transformations.

Nicole McFarland obtained a Bachelor of Science degree in Education with a focus on Communications and Health Sciences from Indiana University Bloomington. Nicole also holds various certifications in different fields. These certifications include the Certified Customer Success Manager Level 3 and Certified Customer Success Manager from SuccessHACKER, Sales: Customer Success from LinkedIn, Certified Implementation Specialist - IT Service Management, Certified Implementation Specialist - Project Portfolio Management, and Certified Implementation Specialist - Application Portfolio Management from ServiceNow. Nicole also has certifications in ITIL 4 Managing Professional and ITIL 4 Foundation from AXELOS Global Best Practice. Additionally, Nicole holds certifications in DevOps Foundation from the DevOps Institute, Foundation, Build and Focus from Pragmatic Marketing, Certified ITIL Expert (Plus Foundation, all 9 Intermediate, and MALC certifications) from AXELOS Global Best Practice, Project Management Professional (PMP) from the Project Management Institute, Certified Scrum Master (CSM) and Certified Scrum Product Owner (CSPO) from the Scrum Alliance, ServiceNow Certified System Administrator from ServiceNow – The Enterprise Cloud Company, Leading SAFe (SA) 4.6 from Scaled Agile, Inc., and Certified Instructional Designer/Developer from Langevin Learning Services.