ServiceNow User Group 2019 (SNUG)

Dan Alexander
Dan is the Associate Director of IT Service Management at the MIT Sloan School of Management. In this role, Dan serves as the champion of ITSM in the organization, helping define, implement and deliver IT process and services to the MIT Sloan Community. Dan is also the ServiceNow product owner, evangelist, administrator and primary developer for the platform. ServiceNow has grown from a "ticketing" tool, to a school-wide ‘enabler’ for delivering consistent, quality service for both IT and non-IT business units. Dan has 10 years’ experience working in Service Delivery in Higher Education, having previously worked 8 years at Harvard University IT in a variety of support and ITSM roles. Dan has worked with the ServiceNow platform since 2013, assisting with a variety of large-scale projects and implementations, including Service Portal, Custom Applications and Asset Management.


Meenakshi Baker
Meenakshi is the Assistant Vice President of Operations Technology Services and Support at New York University, Information Technology. She has been working at NYU since 2002 and in her current position since 2013. She is responsible for the delivery of systems and services designed, developed and implemented by her and her team. Their systems and services are essential to University operations and used widely across campus. Meenakshi is also responsible for the maintenance of space data for over 15 million square feet of NYU’s real estate portfolio.

Meenakshi is a firm believer in providing custom technology solutions in a cost effective manner, with a high level of user satisfaction, using current technologies. Obtaining end-user input at all stages of the development life cycle is one of the guiding principles of her agile system design and development philosophy.

She has presented before other higher education clients for Apple Inc., the Association of Physical Plant Administrators (APPA), National Association of College and University Business Officers (NACUBO), Northeast Regional Computing Program (NERCOMP), EDUCAUSE, a higher education technology association and the largest community of IT leaders and professionals committed to advancing higher education, RTM Congress, a premier gathering for Provosts from institutions across the country who are looking to capitalize on the possibilities presented by new trends in the industry, and National Diversity Congress, focused on women in leadership.

Meenakshi has also worked at Médecins Sans Frontières (Doctors without Borders) implementing a Citrix network and the State Bank of India (SBI) ensuring Y2K compliance for select SBI branches.


Alex Biehl
Alex is a Software Developer in NYU IT as well as a graduate school applicant and has worked at NYU for 2 years.  In his current role he plans, develops, and supports the applications on the ServiceNow platform for many University departments.

Prior to his job an NYU, Alex worked as a software engineer at General Dynamics working on OGC GIS web apps and RESTful Web Services for the Navy.


Lizz Duke
Lizz is a Senior Systems Analyst in NYU IT and has worked at NYU IT for 18 years. In her current role she develops, administers and supports the applications on the ServiceNow platform for many University departments.

She formerly worked at the NYU IT Service Desk and in the Stern Computer labs (as a student employee), which has given her a unique perspective into client needs and satisfaction, which she uses to inform the projects she delivers.


Jeff Manville
Jeff is a ServiceNow Developer and System Administrator at HBS IT’s Service Management Team. He is currently responsible for technical analysis, development, and implementation within the HBS instance of ServiceNow. Jeff ranges from statistical analysis, process & system design/analysis/improvement, as well as software development. He has worked in Manufacturing Engineering, Biomedical Manufacturing, Healthcare,  IT in the Finance industry, and now IT in Higher Ed. Jeff enjoys grand strategy games, dollar oysters and cocktails, and wondering how much caffeine would Eran can consume before we have an intervention.


Jeff Mayer
Jeff is the ServiceNow Administrator and Developer for Harvard University Information Technology (HUIT). As a member of the ITSM team he maintains HUIT's ServiceNow instance, including developing new applications & integrations, and enhancing existing ones. Prior to working on the ServiceNow platform, Jeff was a Remedy Administrator & Developer, and has worked in Software Development roles for over 20 years.


Eran Spira
Eran is a Systems Administrator at HBS IT’s IT Service Management team. With extensive background in ITIL, ITSM and Agile practices, he currently leads an Agile development team responsible for implementing and improving the various ITSM processes in Servicenow. Eran has spent over 10 years supporting Higher Ed organizations and believes process improvement is essential to making people’s day-to-day better. When he’s not working, Eran enjoys drinking coffee, spending time with his wife and kids and drinking more coffee to keep up with his kids. 


James Walsh
Prior to his job at NYU, James was an educational docent for the National Park Service and taught English, architectural design, and CAD drafting to high-school students as part of a college-prep program administered by the Massachusetts Department of Education. A strong focus on user experience was fundamental in each of these roles.

James has previously presented on user experience and student mentoring at Educause and NERCOMP. He has a B.A. in Urban Design and Architectural Studies from the NYU College of Arts and Science and is currently pursuing an MBA in Marketing and Technology Product Management from the NYU Stern School of Business.


Karen Warren
Karen is in her ninth year at Wesleyan University where she assumed the role of Deputy CIO in Nov 2016. Karen has oversight for the user services, technical services, and academic technology teams. Combined, they provide the foundational support for all other IT operations in the University, develops strategic input regarding systems and infrastructure, and provide support for teaching and learning through the use of technology. 

Karen is currently chair of NERCOMP's Board (2016-2018) and served as NERCOMP Annual Conference chair in 2016. She has presented on numerous topics at the NERCOMP Annual Conference and other professional workshops. Karen is active in campus life and committed to crossing functional and departmental lines to bring solutions to the Wesleyan community. She served on the University's re-accreditation team in 2012. Karen also participates in events from the National Center for Women in Technology and the local Society for Information Management. 

Selected projects include core network refresh, enterprise WLAN upgrade, ServiceNow implementation, and migration to Office 365. 

Prior to coming to Wesleyan, Karen spent 15 years at the American School for the Deaf in West Hartford, CT where she was IT Director for 10 of those years. Karen focused much time on the importance of broadband access in K-12 education, forging a strong and lasting relationship with Connecticut Education Network. Having spoken at numerous conferences on the topic, Karen was invited to participate on a panel at the FCC on the importance of ERate to broadband in schools.