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Most companies scale faster than their technology can keep up. I bridge that gap. I'm a hands-on Technical Program & Product Manager, Back-End Developer, and Systems Lead who specializes in digital and business transformation — helping growing companies stabilize overloaded tech environments and reshape how their teams actually operate. Whether it's a global ERP rollout, a CRM rebuild, an HRIS implementation, a Contract Management System overhaul, a cloud migration, a Web/App/CMS migration and buildout, or a messy Jira environment, my focus is the same: establish a high-velocity rhythm, make delivery predictable — and actually ship. I specialize in digital and business transformation — the kind where the technology is only half the story, and changing how people work is the other half. What makes me different is that I don't just "manage." I work directly with business stakeholders to define requirements, shape vision, prioritize roadmaps, and translate ambiguity into build-ready specifications. Then I stay close to execution — configuring workflows, mapping data, reviewing pull requests, validating integrations, and sometimes writing code when it makes sense. I work across: • Product & Delivery Lifecycle: Requirements gathering, user stories, roadmap prioritization, and managing the handoff between stakeholders and engineering teams. • Agile & Scrum Leadership: Designing intake models, sprint planning, release management, and clearing bottlenecks to ensure predictable shipping cycles. • System & Workflow Architecture: Configuring Jira and ServiceNow for maximum team efficiency and designing the "plumbing" behind complex API integrations. • Digital Transformation & Business Process Redesign: Leading organizational change alongside technology rollouts — so adoption sticks and teams don't revert to old habits six months later. • Enterprise Platforms & Systems: Deep execution experience across ERP, CRM, HRIS, and Contract Management Systems — including NetSuite, Salesforce, Dynamics 365, HubSpot, Workday, Evisort, and DocuSign CLM — as well as large-scale data migrations where getting it wrong wasn't an option. I've spent two decades embedded with both executives and engineers, which means I know where projects actually break down — unclear requirements, bad prioritization, fragile integrations, and poor handoffs between product and engineering. I don't add management layers. I remove friction. If you need someone who will define it, configure it, and help your team build it — let's talk.

I drive delivery. As a hands-on program manager, product owner, and business process lead, I turn complex technology and operations work into shipped results, and I move the work forward in days, not months. I have spent five years as one of Upwork's Expert-Vetted consultants, the top one percent of talent, with a 100 percent Job Success Score and more than $600,000 earned. Before consulting I was a software engineer, then a technology executive at Fidelity Investments and Discovery, where I coordinated a $90 million technology budget and led global teams of up to 70. You get a delivery lead who has also sat in the executive seat, so the hard calls get made and the work still ships. Much of that work now involves AI. I help companies find the high-value AI use cases, put the right governance around them, and ship them into production rather than leaving them as pilots. I am a business-side AI leader who translates the use case, manages the delivery, and keeps it accountable to real outcomes. What that looks like in practice: - Rebuilt a medical device startup's delivery process and engineering culture, cutting product dry time about 35 percent and lowering cost of goods - Stood up PMO governance over an entire company project portfolio as VP of the PMO, spanning several acquired businesses - Added machine learning to an IoT medical device so telemetry that once needed manual review is processed automatically - Built AI match-day reporting for Major League Soccer production that consolidated crew surveys into a single summary, with governed AI search now underway for the US Department of Education - Led a US Census Bureau system through FedRAMP authorization to approval readiness I work with teams that want an operator, not a theory. Whether it is a product to build, a program to deliver, a process to streamline, a PMO to establish, or an AI initiative to get into production, tell me what you are working toward and I will tell you how I would get there. Ian Ratner Business Consultant | Upwork Expert-Vetted | 100% Success | $600k Earnings

I don’t just help businesses “improve operations”—I help fix what’s actually slowing them down. With 15+ years of hands-on experience, I step into businesses to identify gaps, inefficiencies, and breakdowns across systems, processes, and teams—then build the structure needed for things to run smoothly and scale effectively. I’m known as The Business Operations Doctor because my approach is both diagnostic and practical. I look at how your business is functioning today, where it’s breaking down, and what needs to be built or rebuilt to support growth. I’ve worked across multiple industries and business models, supporting companies through growth phases, restructuring, system rebuilds, and operational clean-up. What I can help you with: ✔ SOP Development (clear, structured, and actually usable) ✔ Process Mapping & Workflow Design ✔ Operations Audits & Assessments ✔ KPI & Performance Tracking Frameworks ✔ System Implementation (ClickUp, GHL, CRMs, internal tools) ✔ Team Alignment & Operational Structure ✔ Process Improvement & Efficiency Optimization ✔ Program & Project Management ✔ Technology Improvement & Design How I work: I don’t deliver generic templates. I build systems based on how your business actually operates—your team, your workflows, your goals. Everything is designed to be used, maintained, and scaled. If your operations feel: Disorganized Reactive Hard to manage Or dependent on too many manual workarounds Then we’ll fix that—properly. Let’s build an operational foundation that supports your business now and where you're going next.

Technical Business Analyst, Product Manager & Project Management Consultant with 16+ years of experience delivering data-driven digital solutions in 4 core industries: 🔹Banking 🔹Fintech 🔹Insurance 🔹Human Resources My tenure with Tier-1 organizations like JP Morgan Chase ( 7 Years) , Capgemini (4 Years ) , and Aon Hewitt (2 Years) has endowed me with: 🔹Deep domain expertise 🔹A proven track record of driving results in high-stakes enterprise environments I specialize in: 🔹Evaluating systems, processes, and user experiences 🔹Bridging the gap between business stakeholders and technology teams 🔹Translating ambiguous business problems into clear, structured requirements, process designs, and actionable delivery plans Whether you need: 🔹 A Business Requirements Documentation (BRD) crafted from scratch 🔹 Functional Requirements Documents (FRD) 🔹 User Stories & Acceptance Criteria 🔹 Agile/Scrum Documentation 🔹 An Agile team led through a complex sprint cycle 🔹 A system implementation managed end-to-end 🔹 UAT Planning & Support 🔹 Process Flow Diagrams 🔹 Gap Analysis 🔹 Data Mapping & Workflow Documentation 🔹 Stakeholder Communication 🔹 Project Coordination & Delivery Support I bring structured thinking, strong communication, and enterprise-level execution to every engagement. 𝗞𝗘𝗬 𝗘𝗫𝗣𝗘𝗥𝗧𝗜𝗦𝗘 📌 Business Analysis Requirement Gathering • Functional Analysis • Documentation • Technical Writing • Workflow Analysis • Process Improvement • UAT • Functional Testing • Production Support • Business Process Design • SOPs • Roadmap Delivery 📌 Agile & Project Management Sprint Planning • User Stories • Backlog Management • Stakeholder Management • Risk Assessment • Status Reporting • Vendor Coordination 📌 Domain Expertise Banking • Credit Cards • Fintech • Insurance • HR Systems • Clinical Research • Data Management 📌 Data & Technical Skills SQL • SAS • Informatica • Teradata • ETL • Data Mapping • Data Quality • Reporting 📌 Tools & Platforms Jira • Confluence • MS Excel • MS Project • SharePoint • Tableau • Power BI • Salesforce CRM • ERP Oracle HCM, SAP HR 📌 Methodologies Agile • Scrum • Waterfall • SAFe ✅ Why clients work with me: ✔ I offer a unique combination of Business Analyst, Project Manager, Product Manager, Client Engagement Manager, Client Interview, Operation Consultant, Operation Manager, Business Manager, Technical Business Analyst, Operation Team Member, Business Development Manager and communication leadership roles which are typically handled by separate resources. ✔I serve as a central coordination partner across clients, stakeholders, and delivery teams — simplifying collaboration and improving execution efficiency across projects. ✔ Clear and structured documentation ✔ Strong business-to-technology communication ✔ Enterprise project experience ✔ Reliable stakeholder management ✔ Fast learning and problem-solving ability ✔ Detail-oriented delivery approach In addition to delivery roles, I have participated in hiring panels, helping organizations evaluate candidates and align talent with business and team needs. Clients consistently value my ability to clarify complex requirements, bridge business and technology teams, and drive projects towards successful outcomes, as reflected in my portfolio items Let’s discuss how I can help streamline your requirements and bring delivery excellence to your next project. Thank you!

I help companies deliver complex projects — on time, within budget, and with high-impact results. With certifications in PMP, Agile (PMI-ACP), and Scrum (CSM), I specialize in leading complex and high-value Technology and Operations projects. My work spans enterprise and digital transformations, and projects ranging from SaaS implementations, AI/GenAI, and mobile/web development to workflow automation, strategic planning, and team development. Whether you're a startup or a Fortune 100 company, I bring a hands-on approach to: Understanding your business goals - Defining and tailoring requirements - Building the right team - Leading the successful execution of your project(s) or program 💡 Highlights: - 100% Job Success Score - Executive-level experience across industries - Proven results with remote cross-functional teams - Strong focus on quality, communication, and accountability 🔧 Project Types Delivered: - AI & Generative AI Integrations - SaaS Platforms (CRM, ERP, ATS, HRMS, etc.) - Process & Workflow Automation - Software & Mobile App Development - Cloud Migrations & Data Migrations - VoIP, Call Center, and Network Infrastructure - Payment Systems & Financial Tools - Survey Platforms & Custom Integrations - Talent Development

Are you looking for an experienced ServiceNow Project Manager and Program Manager to lead successful ITSM implementations, optimize service delivery, and drive digital transformation? With over 10 years of hands-on expertise in ServiceNow ITSM, Agile Project Management, and enterprise tools like Jira, I deliver high-impact solutions that reduce costs, improve efficiency, and maximize ROI. Core Expertise: ServiceNow Project & Program Management — End-to-end delivery of complex implementations, including Demand Management, Project Portfolio Management (PPM/SPM), Resource Management, and Strategic Portfolio Management. ITSM Process Optimization — Designing and implementing ITIL-aligned processes for Incident Management, Problem Management, Change Management, Configuration Management (CMDB), IT Asset Management, and IT Operations Management. Agile & Hybrid Delivery — Expert in Jira for backlog grooming, sprint planning, agile tracking, and scaling agile across teams. Change & Release Management — Smooth transitions with strong stakeholder alignment and minimal disruption. Business Analytics & Performance Analytics — Building KPI dashboards, OKR frameworks, and data-driven reporting to support strategic decision-making. Additional Tools — Airtable for lightweight project tracking and change request workflows. Why Clients Choose Me: I specialize in ServiceNow implementations for public sector, telecommunications, and nonprofit organizations. I've managed over $15M in public sector project contracts and successfully delivered 25+ ServiceNow projects (including greenfield and enhancement initiatives), consistently achieving 94%+ client satisfaction, delivering ahead of schedule, and under budget. Key results I've delivered: Reduced project cycle times by 20% through streamlined processes and better governance. Decreased compliance issues by 30% via robust change and incident management frameworks. Increased ServiceNow user adoption by 40% through targeted training and knowledge transfer programs. What Sets Me Apart: Proven Delivery Track Record — Deep expertise across the full ServiceNow suite (ITSM, SPM, ITOM, ITAM, Performance Analytics, Agile Development, Application Portfolio Management, and more). Strategic & Client-Centric Approach — I combine technical knowledge with business acumen to align technology with organizational goals. Collaborative Leadership — Experienced leading cross-functional teams in fast-paced environments while fostering innovation and accountability. End-to-End Support — From requirements gathering and implementation to hypercare, training, and ongoing optimization. Ready to transform your IT service management, accelerate your ServiceNow adoption, or scale your project portfolio with reliable Agile Project Management? Let's discuss how I can help your team achieve measurable results. Message me today to schedule a quick call — I'm available for both short-term consulting and long-term program management engagements.