Kaya H. is a skilled professional with extensive experience in ServiceNow and a strong background in process optimization and team leadership. Currently serving as a Scrum Master for the ServiceNow Platform Management team at ICF, Kaya focuses on enhancing team performance and ensuring high-quality software delivery through Agile methodologies. Previously held the role of IT Engineering Process Manager, optimizing workflows and improving operational efficiency by analyzing over 500 engineering tickets. Kaya also led Knowledge Management and Virtual Agent projects as a Workstream Lead. Beyond technical roles, Kaya contributed as a Teaching Assistant for the NextGen ServiceNow Professionals Program, supporting students in mastering ServiceNow technologies. Kaya completed a comprehensive accelerator program at ServiceNow and has prior experience in community management with a significant impact on online engagement. Kaya holds a Bachelor of Arts in Fashion Merchandising from Marymount University.
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