ServiceNow RiseUp Blog: How Martin Duriques found his calling with ServiceNow and NewRocket

When you RiseUp with ServiceNow like Martin, you go from following a path to creating your own. Doing work you love. Work that works.

November 14, 2022

For Martin Duriques, technology has always been a key part of his life. Even when he was growing up, other family members were involved in IT, and he quickly discovered the power and opportunities that IT offers. With a Master’s degree in Communications and Informatics from Brno University in the Czech Republic, he quickly got a job at a data center provider. He built a support practice there, training others and developing his customer skills.

Then Martin emigrated to Canada and got a job as a help desk agent in Calgary, Alberta. Over the next several years, Martin took on several roles, including technical writer, knowledge manager, and process manager. However, while these roles gave him many learning opportunities, he was never sure which path was right for him.

Then, everything changed when he discovered ServiceNow. As a process manager, he was responsible for managing ITSM processes, but he also took on responsibility for developing and maturing the company’s ITSM platform—ServiceNow. That’s when he found his calling. Collaborating with other stakeholders, reengineering processes, and leveraging the ServiceNow platform’s capabilities for developers was incredibly interesting—and Martin shone at it. He became a ServiceNow Certified System Administrator (CSA), joined his local ServiceNow User Group (SNUG) to learn from other ServiceNow customers, and drove significant enhancements to his company’s ServiceNow deployment and processes.

In 2021, Martin joined ServiceNow Elite Partner NewRocket as a business analyst, which he says is now his spiritual home. As a business analyst, he loves translating between business requirements and technical capabilities, helping clients crystallize what they want by facilitating alignment, highlighting risks and benefits, providing clear choices, and—above all—helping clients succeed. He also says it’s a fantastic opportunity to keep on learning from clients from different industries since each one has unique perspectives, needs, and challenges.

The best part? Martin explains that being a ServiceNow business analyst allows him to get involved in just about every aspect of project delivery. In fact, he’s recently become a ServiceNow ITSM Certified Implementation Specialist. And he’s enthusiastic about the opportunity to branch out into other areas, such as IT Operations Management (ITOM), IT Asset Management (ITAM), Security Operations (SecOps), Predictive Intelligence, Performance Analytics, and Workforce and Process Optimization. He sees Now Learning as a critical enabler for his career growth, opening up areas such as Solution Architecture. He sums it up by saying that the options are almost unlimited. With NewRocket and ServiceNow, he can experience them all.

When you RiseUp with ServiceNow like Martin, you go from following a path to creating your own. Doing work you love. Work that works… for you. Isn’t it time to discover your calling?

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ServiceNow RiseUp Blog: How Martin Duriques found his calling with ServiceNow and NewRocket

When you RiseUp with ServiceNow like Martin, you go from following a path to creating your own. Doing work you love. Work that works.

Knowledge Wrap Video

The event provided a vibrant platform for reconnecting with peers, delving into AI transformation, and driving innovation with purpose. Read on to discover how NewRocket made its mark at Knowledge 2024.

What We Learned

From recent insights gathered, we learned that ServiceNow customers are increasingly receptive to adopting AI solutions and ServiceNow has the tools to embrace that head on. However, there's a gap in AI use-cases for more mature users, highlighting the need for a creative approach to accommodate their business needs.

In navigating AI adoption, organizations are challenged to find the delicate balance between embracing innovation and avoiding dependency on emerging technologies. Advisory consulting and trusted guidance beyond initial queries spark interest, particularly around AI's impact on operations. Read our AI blog series to learn more about our approach.

Excitement around GenAI is apparent, with most users eager to explore its potential benefits and invest in quick wins. Notably, advanced use cases like process mining are gaining traction. Key solution themes include interest in native mobile applications, Employee Center migration, and the urgent need for enhanced data capabilities.

Recognitions and Awards

ServiceNow Americas Employee Workflow Partner of the Year

The ServiceNow Americas Employee Workflow Partner of the Year award celebrates Partners' exceptional efforts in enhancing employee experiences through innovative collaborations and technology solutions. Learn More.

UK Public Sector Partner of the Year Award

The ServiceNow UK Public Sector Partner of the Year underscores  Partners' dedication to driving digital transformation and delivering exceptional outcomes for public sector organizations in the UK. Partnership for Good Grant

The Partnership for Good Grant highlights Partners' commitment to leveraging technology for social impact and driving positive change in communities around the world. Learn More.

Top 10 Finalist for ServiceNow Best Employee Portal of the Year

ServiceNow's Best Employee Portal of the Year award recognizing Partners' dedication to creating innovative solutions that empower employees and enhance workplace experiences. Learn More.

NewRocket Booth

At ServiceNow's Knowledge 24 event, we connected with 350+ attendees at our booth, showcasing how NewRocket supports organizations on their ServiceNow journey. AI emerged as a key topic, reflecting the growing interest in its potential across businesses. Our strategic advisory approach, FlightPath, aligns technology with business objectives, drawing on our expertise in customer, employee, technology, and security transformation. Plus, we captivated attendees by transforming them into astronauts using AI. See the photo booth results here!

Workshops and Speaking Sessions

Beyond Personas: Developing Holistic Frameworks to Personalize User Solutions

Industry innovation: Consilio’s Transformation Journey on ServiceNow

Dive Into Prototyping to Accelerate Validation With Design Libraries

Make Better Business Decisions by Integrating Risk and Compliance

Participating in ServiceNow's Knowledge sessions and workshops this year was truly enriching. Interacting with customers and partners provided invaluable insights into the future state of ServiceNow and allowed us to have in-depth discussions on how we can collectively offer better experiences across various facets of the platform. From exploring advanced AI integrations to optimizing workflow processes, the conversations were not only enlightening but also inspiring, fueling our commitment to innovation and excellence in the ServiceNow ecosystem. We can't wait to see you next year!

NewRocket Party

Our poolside event at the Capri restaurant in Las Vegas provided a refreshing break from the conference hustle, allowing us to unwind and connect with friends, colleagues, partners, and customers in the cool open air. As the night progressed, we loved creating unforgettable memories and strengthening our bonds within the ServiceNow community.