Today's guest is Annette Muldowney, Vice President - ServiceNow Manager at MidWestOne Bank. Founded in 1934, MidWestOne Bank is a relationship-driven community bank that provides comprehensive financial solutions, including personal and business banking, lending, trust services and wealth management. Guided by values of integrity, teamwork and impact, MidWestOne Bank aims to generate meaningful outcomes for both their customers and communities.

Annette is a resourceful and innovative leader with over 20 years of technical management, project implementation and customer experience expertise across private, public and Fortune 500 sectors. As a ServiceNow Platform Owner, Annette oversees roadmap creation, governance and adoption strategies to ensure seamless user experiences and measurable results. She is recognized for a collaborative leadership style, commitment to excellence and ability to deliver impactful, technology-driven organizational change.

In the episode, Annette talks about:

0:00 Driving financial innovation with ServiceNow for efficiency, transparency

3:06 Her role driving service management transformation at MidWestOne

3:52 Focusing on FSO, CSM, and emerging GRC initiatives

5:32 How her team is leveraging partners to manage ServiceNow implementation

8:02 Driving a phased ServiceNow implementation using crawl, walk, run approach

10:56 How Executive support and right vendor critical for ServiceNow success

13:12 Why building personal connection with vendors, fit and vision matter most

14:35 Advice to lead by example, stay fact-based, and measure what matters

18:03 The need to deeply understand the business to drive long-term platform success