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Servicenow Administrator Resume

Atlanta, GA


  • Workforce Management System’s Trainer
  • Appointed to Detroit Public School’s $16 million reading adoption initiative


  • ServiceNow
  • ServiceNow Express
  • Citrix
  • Aspect
  • IEX
  • Cosmos
  • CPW
  • GPS
  • MS Office Suite
  • Avaya
  • eWFM
  • RTA
  • Crystal Reports; HTML& CSS



ServiceNow Administrator


  • Create new applications, modules and tables
  • Configure forms and fields
  • Activate plugins
  • Build reports, gauges and homepages
  • Set up SLA’s
  • Create update sets
  • Create Catalog Items
  • Execution Plans
  • UI Policies and UI Actions
  • Create, monitor, modify and publish Service Catalog workflows
  • Import data into instance
  • Create update sets
  • Implementation Training for Incident, Problem, Service Catalog

Confidential, Atlanta GA

Work Force Management Analyst III


  • ServiceNow admin exposure - Configured forms and fields, Created UI Policies and Actions for Incident and Problem and email notifications
  • Implementation of IEX training curriculum across all spectrums of our company and Acaria sister company.
  • Created company training curriculum for IEX
  • Trained new Workforce employees
  • Managed healthcare workforce operations to ensure efficient customer resolutions; Maintained/updated workforce management systems
  • Trained new hire call center agents on IEX functions, phone exceptions, aux processes and time procedures
  • Ensured the accuracy and timeliness of data by scheduling working time-off and schedule changes
  • Organized contact volumes and distribution trends (intraday, seasonal and peak periods)
  • Skilled customer service agents
  • Developed strong working relationships with other groups within the organization to ensure efficient/effective problem solving and issue resolution
  • Work with moderate supervision/guidance.
  • Reporting; Departmental and Introductory trainings for both NICE'S IEX and Avaya's CMS.

Confidential, Springs GA

Merchant Services Client Support Analyst


  • Responsible for providing various technical
  • Operational and administrative support to small business merchants.
  • Responsible for resolving merchant billing concerns and settlement issues, administering the credit card processing system and monitoring various system generated reports.

Confidential, Chamblee GA

Workforce Process Analyst II


  • Serving as the liaison between the Customer Service Center team and other functional groups to ensure efficiencies and customer resolutions
  • Used eWFM and ASPECT to maintain/update our workforce management systems with daily exceptions
  • Ensure the accuracy and timeliness of data by working time-off, schedule changes, and other types of requests.
  • Organizes contact volumes and distribution trends (intraday, seasonal and peak periods)
  • Create forecasts of call volume through the use of multiple systems
  • Identifies call drivers, handle times based on historical/projected business changes and associated staffing requirements
  • Develop strong working relationships with other groups within the organization to ensure efficient/effective problem solving and issue resolution; and work with moderate supervision/guidance.

Confidential, GA

Work Force Management Analyst


  • Responsible for all aspects of real-time management and processes for 6 outsourcing call centers servicing various businesses within 4 time zones
  • Used both IEX and ASPECT to monitored all performance metrics resource requirements and utilization from an enterprise to agent level
  • Coordinated real-time resource adjustments based on business needs.
  • Forecasted projected call volumes and average handle time; maintained statistical analytical reports using Excel; monitored daily call volumes to ensure service level goals.

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