hello and a warm welcome here at service now it's not service no life but it's another great format we have here it's an event uh it's a fir side chat U covered from the talent out and engagement team and I'm very happy um that we have someone special here today with us and special in different ways um not just that I had the honor of hiring her working with her the recruiter but also uh to follow her path at service now and also curious because she has kind of a non-traditional background and still being in the tech industry so we will have a look um at this today but uh I don't want to take that much away um over to you to you Tatiana if you could give us a short intro about yourself and uh yeah looking forward to our conversation thanks for your time ah my absolute pleasure thank you for inviting me and um might I still congratulate you on a wonderful hiring decision you did a few years back thank you it's been a blast it's been really a wonderful Journey um but first of all who am I Tatiana glass my name I think we're going to go into the details of of the development My Career Development a bit later um I started as a solution consultant service now and now I have the big pleasure to manage the team uh General business industry in service now so this is the most recent development and I'm still really really happy about it um personally yeah engaged to kids no cats no dogs these are the most important things um but really happy to be here so per perfect no thank thank you for Tana for for the quick intro and I think it just has happened recently right I think March so not that not that long ago I still can't really wrap my head around it but um I'm very much looking forward to work with my team perfect no but congrats congrats again and um yeah as as mentioned um personally speaking I think that's quite a quite a good example how it could go right but as you also mentioned we will dig deeper into it a little bit later on in our conversation to really yeah trying to understand um how and if and all the all the good things all the good perspectives um maybe let's start quite from the from the beginning right and let's go back to your background in terms of study um as we already mentioned that you have quite an untraditional background into Tech I think that was quite the starting point wasn't it oh it was and uh everyone is still surprised when I tell them that I majored in political science in University so not really anything Tech related but um to be fair um looking at the current Tech innovations that we have like with chat GPT and artificial intelligence I think my my studies give me the best start ever because when you study political science the the biggest Focus that you have is take what other people say and examine it you know examine for both its use and its truth in the setting that you're working in so that definitely also goes for artificial intelligence and shed GPT but basically yeah political science a minor in Psychology which helped both to survive and to grow yeah no but um honestly I wasn't during my studies I I wasn't that Tech sevy to begin with so this this grew also in in the time or during the time that I that I spent studying and the one thing that I learned rather early is that you don't get around it so independent of what you do you always have an IT connection even when I was working at the University um going to the library uh getting the books for for my professors and teachers in some cases copy them um you always need a network connection you need an account you need to have the interface to to the services of the library for example so you don't get around it and I started to look into the topic a bit so I also had friends around me within the IT department that helped of course um but the interest how all those system services and in the end also devices were connected by it that was really interesting for me so that was also my starting point to get into the IT world and well basically after uh successfully passing or getting my degree in political science um the one thing that that you then start doing is looking for a job and it was not as easy to stay in the field of political science as it was to turn my head around and go into the IT Direction so I started off as an IT project manager and that basically gave me the Kickstart that I needed to become successful in it environment and you still smiling after yeah probably years and years years yeah I yeah great that you jumped in because my would have been a little bit different um no but but really really great um if you reflect on it right and if you remember back at the time I mean how how was it for you having a study or kind of education that not necessarily um let the way into Tech how was the transition kind of or also the the start into Tech and your project manager role um I'd say it was a mixture of difficult and easy because um difficult of course you're suddenly confronted with all this technical background with the knowledge that you should have but don't have um but easy in a sense as I said you don't get around it it's everywhere um independent of which area you're looking into you always have your touch points and that helped because on the one hand I had the requirement to have all this theoretical knowledge of I don't know Network plans how servers are working um how services are are being uh done how performance is driven within um services for example um but then again easy because you had all those relatable examples in in the background so it wasn't just that that I started doing like another it studies or something on a theoretical level but I was always able to to immediately put it to use and put it to good use I mean in project management maybe you can imagine one of one of the biggest challenges is not doing something yourself because you're the project manager you should you know plan and monitor and manage that other people do the work um but the biggest challenge really was understanding what my team wanted to tell me and and tell them if if it's this right direction or not um and even more so with external providers or vendors understanding if what they were telling me is is working or is not working or has to be done differently if that actually makes sense so that that was that was the challenge and and that helped me also to get into that language into that it universe and I think since then yeah I think I've been I've done pretty well yeah I mean you're you're still with service now right but we will jump into that later I don't want to take that away um but uh just to add on your point right um I mean we have heard now what your study background was or educational background um and you also mentioned that you had a psych psychology part part what would you say what important or maybe not important role was it um for the change or for the yeah for going into a different um yeah industry how did how did that help you uh I I think uh stay curious that that's always the same I mean let's be honest Mo most of us don't really have an idea what their life will be looking like once they finished their studies so so you go into your first job you you start working you get a grasp of of how businesses are running um but a lot of people are a bit surprised how that world really looks from from the inside and I think the thing that that I took from my studies is is basically that there's always books I haven't read there's always topics I haven't discussed yet there there's always new things to learn and new things to explore and both political science as well as psychology taught me that that's not that's not an obstacle that shouldn't keep you from anything but rather go ahead and explore and I think that Curiosity I still kept alive I'm proud to say it's it's getting more difficult to keep it alive but um you you see it in in in the technology world there's always new things that that come onto the market or come to the customer um I mean I already mentioned CET GPT some people knew it two years back but not many and now like everyone's talking about about that and everyone's using it be be it in private life or within a professional setting so this is something always stay curious always look around the corner and and see what comes next but I think we will be talking about that also a bit later on always keep you know your own road map ahead of you yeah no no I I mean I I I can relate to it um having this uh mindset this approach to learning and the Curiosity which is kind of the basis for learning then right for personal growth and personal development per se this is just a game changer yeah totally really really glad to to see it with you um maybe on that note then um how did your career in Tech evolve then starting as a project manager in it and what was coming next um next actually came a job change I I wanted to uh you know explore different companies so my first company I stayed for I think two two and a half years as project manager was HR related so it was a software that was mainly taking care of of Recruitment and HR management and I wanted to explore other topics so I I I decided I want to stay in it but I want to explore other topics so so I switched um my company I switched my employer um and the fun part here was and and that actually kicked me in the butt to be fair but that also you know propelled me forwards in the end um was that I started in in a European sized company in the project management office and I think three months in they said they don't need the project management office anymore so they shut it down and suddenly I was there three into a new job uh you can imagine still in the trial phase yeah and uh suddenly again looking for a job and um I was very lucky that parallel to the project management office in the it infrastructure so really deep down in the it um there was a job opening uh as a service owner and I applied for it because I thought like well I decided it I want to stay at this company I I thought very long and hard about this company I want to stay here um so I applied for the job and I was really lucky to get it admittedly though I I was not convinced that I would get it during the interview because they asked me plenty of things about network devices switches printers connections and I don't let me jump into itana I'm sorry to interrupt you but I'm really curious I mean you just mentioned that you had doubts right but what made you applying anyway both sides actually once I like it I I I realized that during my my first two years I really like it um and well I really like the company I decided for that company I wanted to stay and you know once you you have found something that you think yeah that that's that's me I want to stay or I want to develop in that direction you kind of fight for it and that's that's always the best when when you when you get the feeling like this is worth it I want to do that I want to stay there then start fighting and usually when you start fighting you will get your way yeah I mean this is very a very powerful message right I mean when I think about it it's not just um saying okay I fight for it I will find a solution whatsoever but from a psychology perspective then what kind of um yeah what it does what kind of impact it has on your mental side yeah because you have to be mentally in the right place at the right in the right place to be able to fight right so that's very very interesting yeah but if if if you find something that you want to do you find the passion and the most important thing is just not be deterred by it like okay there there is maybe they need more it knowledge so I'm not going to apply because I don't have that it knowledge but once and this is something that I also see as an employer um once you go into an interview or go into a discussion like this and and you just show you have the drive you have the passion um that that makes you so much more attractive on the employer Market um than someone who has all the knowledge but says like a okay it's just going to be another stint of two years before I change my job again so always find your passion and show it that's that's the most important um advice I think I can give yeah yeah so no you know usually um it's for the end to ask okay what's your most important advice but you talk it up front really happy about that we can afterwards um yes so so the thing is then then also you you were yeah working for how how did you get in touch with service now anyway in the first place oh that's that's a wonderful question because um the company that I was working for then in the infrastructure um they they were well taking care of the service desk um infrastructure Services user access management request management for for all of Europe but admittedly it sounded like it was one shared service for all of Europe but it was a lot of smaller Kingdoms in the middle and they all had their own tools their own processes Etc So I myself I I was looking at at the solutions that that are possible and I found service now at one point I found service now you don't get around service now much these days anyway so um even then I found service now and I was um I I was trying to get into service now like broad platform you know it's it's huge it's it's really really big um so teaching yourself what what service now actually does and how it's all connected not the easiest task ahead I can already tell you that but once you you get the the benefits the value that service now brings um I was really starting to Lobby within my employer that we need a tool like a platform like service now to connect all those little kingdoms and I did that for I think like four years around about four years you know in the beginning um a bit smaller and a bit shy but then it started to to take on because I was able to convince more and more colleagues of um the value of service now and in the end I think the last one and a half years I was able to lead first and Analysis project to to really look at service now in more detail and then also um an RFP request for prop Proposal with service now to see how can we um start working with service now and that made me really in a platform Enthusiast so I was so happy to see also from service now the presentations the the demonstrations what service now can do and I was really really happy about it um but by that time I was working at my company for 10 years and I I thought like okay maybe it's time to you know go out and explore again and my account executive from service now contacted me for completely different topic and I told her that that I was thinking about leaving and she said like you know what come to service now I was like why didn't I think of that no seriously I was considering jobs in the service now area but at other companies I I did not consider service now itself at that point um so she referred me basically to you we we had the interview you convinced me even more so of of the team and and the culture and um just the amazing universe that is service now yeah but T you know let me jump in for that because I can't remember it was a hard discussion 60 Minutes Plus and it was oh I was sweating you were oh glad to see I made an impact yeah more than you think no but but I know once once I started with service now decision was made I I started with service now and since then I'm just super happy I mean from from technology I don't have to tell you much it's it's just an amazing platform but um what even convinced me more is really the team and the culture so it's it's amazing to work at service now and you see that in my background like yeah you know for people I the audience doesn't know it right but we were jumping a little bit earlier to to to to this webinar and then it was uh I just said Tana you know the background describes your personality when you are service now like a ban in a positive way of course but yeah no really interesting I mean uh to make it a little bit more clearer right so you have been at a company who was um using who was using service now so basically you were working for a client of service now right how was the transition then um it's also interesting that you didn't thought about didn't think about it in the first place joining service now but a different company who is using service now probably so how was it for you then moving from a client kind of to a vendor to service now yeah maybe one one comment beforeand because that that goes in the same direction um what I didn't realize at that point is was that I had my own blinders on so I I was as as you said looking for for a different company using service now but that's something that well I I definitely got an eye opener on once I switched size but um that's also something that maybe is is good to to keep in the back of your head you always have blinders on so sometimes it's it's good to just you know open them a bit and have a peek um basically yeah there was another kick in but but in this in this this time only literally um figuratively oh my God I'm so sorry figuratively um because it's a different Universe um when when you're on on client side you mainly have your focus like of course internally I mean service desk access management request management that were mainly internal services so I had um a lot of contact to to my colleagues to to their managers to the cios of of of the different kingdoms um but it was mainly internal I had a quite a bit of contact to to vendors outside but you deal with your professional life differently when you're on the client side when I turned around and and started working for service now I suddenly saw how that interaction is is is from the other side so um yeah have a very open um setup um surprisingly not surprisingly but but really at the very beginning already because you're not just looking internally at at who's doing what but but really you have different customers or in my case I have a lot of different customers and the fun part really is everyone's having their their own universe so it's like um you have Universe a customer a you have Universe B customer B and and it continues on and they don't just have their their own universes with the customers but also within the industry so so the banking banking industry is completely different from the automotive industry so that that's but that's also something that I find highly exciting because it's it's not well just one universe but but I get to explore like dozens of universes now but it's it's it's actually it's really different um from being internal to a client to being external to a vendor of course um well let's face this dress code is different different behavior is different um but also the the adventures that you can do are different now I'm I'm mainly in in manufacturing area so um I don't go get to travel to Paris London Zurich Etc I get to go to um W mingan the smaller um production sites within Germany um but still it's it's it's just wonderful to to meet the dozens and hundreds of of wonderful people out there who are customers yeah no um no no no got it um regarding the transition now um what role or when you reflect on it um your experience you gained at at the client kind of what impact or what benefit did it have for your job as a solution consultant oh understanding so I um i' I've felt that pain I've lived that life and and I can really easily relate to challenges that that my customers tell me about so of course mainly in it areas I also have customers in other areas but um if you're talking about it it's like this uhuh yeah I've been there I've been there and of course as I've lived through that I also found or was consulted myself on on on solutions for for similar problems and of course that's that's for me also the value that I want to bring to my customer to say Okay I I know you have a challenge I feel your pain um but here's the solution just you know try it on for size maybe it helps if not let's talk again yeah no no I I mean uh this is just great because uh sometimes you might think okay I have experience in this industry right or in this job and it doesn't make sense to change to move to explore different opport unities different paths right but at the end um and I just had a conversation with a colleague about it skill skill based recruiting right so it's not just I mean at the end it's about the skills right um and when I was hired I remember when I had my conversation with Alia Kat my manager at the time she was saying because on paper I had less experience that was she looking that she was looking for and she said when I asked her why did you decide for me hire for attitude and train for skills right so I think we both are quite a good example for that and uh I think I mean there might be people out there who might think differently but I think that service now has this mindset opens much more opportunities for service now in terms of hiring the talent that keeps them not not keeping them but exceed the impact SN can have kind of right yeah it's exactly that if if you want something show the drive and and the manager will always pick the persons who have the drive um rather than people who just only have the knowledge I mean I think also that makes sense uh because you don't just want to to have someone who's like you know checking boxes um but every employer today also wants someone who wants to bring the business ahead you can do if you have the passion for it yeah I I'm curious you know I mean was the manager role you you just started uh kind of obvious for you when you started service now or did that develop develop over time or how was that no funnily enough funny you should mention that no not not not really though um I used to be a manager at my previous position and I turned around and said no now I don't want to you know have have the people perspective but I want to have the customer perspective so I um restarted so to speak as an individual contributor as a solution consultant um and try to just you know Inspire my customers yeah but more no I just want I just wanted to to underline it mean or it's still inspires me you know because uh when people are not having a mindset in terms of it's all about the title it's all about hierarchy or whatsoever right I mean as you mentioned and I wouldn't call it for example taking a step back to go to forward or something it's just gaining in a diff from a different perspective right it's not a step back it's not going down or whatsoever because you you will grow as a person and that what it's all about and as you grow as a person the company benefits from it right and let's face it it's also it's it's about what what you want want and and what you feel best at at that point and I really wanted to go to go back from from people focus to I I wanted to talk to customers again that was that was my my well not again I wanted to talk to customers full stop that that was my focus then so I had like you know I had the idea bit covered on my side then um but I really wanted to go out and Inspire customers um about the value of service now because that's what I learned at my previous employer amazing platform um but more and more um I realized that inspiring my customers it's not like the end of the road and now now my newest goal really is to inspire my team to inspire customers so so the Leverage is different not necessarily that I know I have a title again or something but it's really still about the work the platform the culture the team and I I just have a bigger leverage now you know I can Inspire my team to inspire customers so I can achieve more in the end out in the world um yeah still a platform Enthusiast so I think that's visible yeah but you know this might have been also a positive uh impact as you know a manager I mean I just can talk from my from my personal point of view right I would like to have a manager who provides me a vision who leads with empathy you know someone I I look up to right and for example in your case what you just mentioned um I mean I would follow you anyway way but you know the thing is um you your enthusiasm your genuine interest in in the product in the platform right this transfers automatically something to the team but basically also to me right and this is uh yeah I mean this is a different Shader to be honest yeah but that's also the reason why why I wanted to come to service now then once once I had that idea put in my head yeah why why why I've been so happy since um I think what makes service now unique is is really the team in the culture so the team is amazing of course not just mine they're the best but um all the team all the teams are amazing um I think what service now is ah almost uniquely there's not many employers who actually achieve that but service now is able to attract um different Talent very diverse Talent um but amazing people so there there is no one in in in between of of my colleagues of of colleagues and other teams that I've seen within service now where I actually say okay yeah he's he's just you know checking boxes they they all want to um to get ahead they they they want to support each other they want to inspire the customers and this is something where where I'm stunned almost every day to see how the team and the culture is working within service now and that's also one one of the biggest reason why why I thought I I want to be part of that also on the management side I want to continue coaching growing inspiring my team to have that impact not just with the customers but also internally yeah you know I'm I'm just wondering if you would be open for people from different teams Jo your team absolutely but you know as you mentioned I mean you're a manager now right so you are probably also hiring for your team uh short mid or long term yes what is it that you looking uh in people then uh maybe short intermission here I am actually hiring oh um to our audience if you want to apply please do okay then then let me rephrase the question what are you looking in people drive I I think i' I've mentioned that already so I have um um a few check boxes that that I have to take um the one is there there's two open slots in my team so um I'm looking relieved to hire but the one thing I really need to have is is is drive just someone who who can show me and tell me um that they want to do what I'm offering so inspiring our customers delve into through the technology so even as solution consultant I mean you don't have to set up a printer or complete network no that that's not part of the job um but you have to be able to understand on the one hand the the dependencies or the interconnections of of the technology and map that to the customer challenges and and get them to see Solutions or ways out of their um I don't want to say misery of of out of their challenges but really just just to support customers and of course do that with the help of service now and I'm looking really for people people who are open-minded who can um fit into the culture great talent I'm not concerned about that so we have plenty of great talent available already um and just someone who can actually convince me that they want to achieve better together with service now yeah no this is a great great summary and maybe there are people out there who are feeling inspired and would like to apply um yeah I would would also encourage to connect on LinkedIn um I think networking having this mindset is uh also crucial especially nowadays um as we are coming to absolutely um come find me on LinkedIn I'm I'm always happy to to make new connections and if you have any questions there please just you know send me a message and let's talk very important perfect perfect um as we are coming to the end of our conversation Tana um what can we expect from you what's coming up for you what's give us a little bit sneak peek little bit sneak peek that's actually a difficult question since I've just reached my my midterm goal like eight days ago okay what is your what how how are you tackling then maybe not tackling but how are you facing how are you dealing with the first months into the new job how do how do you want to set up yourself for success Ah that's a load of question the best question for the end no really no it's it's not a load of question but the one thing that that I definitely want want to build now is is a stable and um reliable basis in the middle of of my my own universe so on the one hand I know my team that they know me that is very good so so we don't have to go through the storming norming forming phases but of course um there is a change in the team so I'm the manager so we will have to um get together sit down and and just you know agree on how we want to do that how our future looks like and I'm so excited and so happy to just be able to uh coach my team and I mentioned it before to inspire my team um but also to Define exactly what our year 24 will look like and of course I'm I'm not a big fan of of micromanagement Etc so I really want to um give my team team the um not the Consciousness the um how do you call it when you're convinced and you can do that self- reliability empowerment it yeah exactly the empowerment um to also um reject my idea not I'd be happy about that but I want to give them I want to empower them to to discuss with me things they like things they don't like especially and so that we grow together yeah longterm let's see I don't think I'm going to be CEO but then again once I say that why not let's stream big let's stream big that's a good one um but yeah I mean and the basis for having a team that feels empowered uh to say no or to provide different perspectives is trust right so um for whatever comes for you fingers crossed uh good luck I'm sure that you will rocket and uh I mean as a as a colleague once said um you were hired for a reason so let's end with that and thank you again Tana for your time it was a real pleasure having you um here with us and hope to see you soon in Munich again then for a good coffee definitely wonderful office I will have to visit soon thank you Christian for having me