Speakers 2025
Ryan Raines, College Park, University of Maryland
Ryan Raines manages the University of Maryland's knowledge management team. The team's mission is to ensure effective and accessible information is available to educate and support the campus community. This work directly alleviates the demands placed on call centers, the walk-in locations, the classroom support teams, and the technical staff who handle escalated customer issues. His team encompasses several key areas, including documentation management, training, community outreach, and a media production studio. Over the last year their team has been onboarding groups across the University of Maryland into ServiceNow with comprehensive knowledge management support. Ryan is interested in sharing his experiences with scaling and optimizing knowledge management as well as hearing about the challenges of his peers.