I love making people’s lives better. That’s why I’m in ServiceNow Expert Services.

[Tony Huynh]

Since I published this blog, I’ve also been a guest on the Accelerate podcast. If you’d like to listen, you can find the episode in your favorite podcast app including Apple Podcasts and Spotify.

Everyone wants to make a difference. That’s why I feel so fortunate. I have a job that makes me want to get up in the morning. 

I’m Tony Huynh, and I’m a Senior Business Process Consultant in ServiceNow Expert Services. If you don’t know about ServiceNow Expert Services, we work with ServiceNow customers to help them successfully implement ServiceNow and get the most value out of the platform. 

I wasn’t always a business process consultant. In fact, I started out as a .NET developer and software architect. But I’ve always been a people person. So when my manager at a large telco asked me if I’d like to take on a new role leading the ServiceNow workstream of our big HR transformation program, it seemed like a great idea. It gave me the chance to work with people to solve real business problems. And since I was already using ServiceNow at the time supporting our corporate applications, I was enthusiastic about how the platform could make work better for everyone. 

I spent almost 5 year in that role, and I learned a lot. It wasn’t just about drawing process diagrams, although that’s obviously important. It was about asking the right questions, understanding the friction points, and coming up with solutions to optimize business processes.  

I wanted to share that experience with other organizations, so I decided to join a ServiceNow partner. And I wanted to continue to grow. Every organization is different, and you can learn so much by listening to their unique challenges and needs. Working at the partner—and it was a great partner—gave me that opportunity. 

Then, about a year ago, I joined ServiceNow as a business process consultant in the Expert Services team. Working here is fantastic. Every day is a brand-new challenge and adventure. And because I’m focused on customer and industry workflows, I get to work with a huge variety of customers to help them succeed.  

That breadth of experience is incredibly important—not just for me but for the entire Expert Services team. As I said, every customer is different, and the first thing you need to do is spend time listening and empathizing. You have to walk a mile in their shoes so you understand how they operate, what their pain points are, and what they want to accomplish. But having that experience across customers allows us to apply what we’ve learned and come up with better solutions faster. For example, we often adapt successful approaches from one customer to meet the unique needs of another one. And, because we’re an objective third party, we see answers that are hard to find when you’re too close to the problem. 

Here’s an example. One customer had implemented ServiceNow without getting Expert Services involved, but because they had very convoluted processes, they ended up with a highly customized system. This created a lot of technical debt and made the platform hard to maintain and operate—and they were really dissatisfied. My team came in and worked with them to dissect how their business operates and optimize their processes. As a result, we were able to remove many of the customizations and brought them closer to ServiceNow baseline functionality. Now the customer is happy and excited about the future. And we were able to make an impact by simplifying and optimizing their process which positively impacted the end user experience. 

That’s the sort of result that makes my job incredibly fulfilling. It’s what motivates me. I love using the power of technology to make a difference in people’s lives. And with Expert Services, I get that opportunity every day.