ServiceNow Administrator Resume Atlanta GA - Hire IT People

SUMMARY

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow Administrator

Responsibilities:

Confidential, Atlanta GA

Work Force Management Analyst III

Responsibilities:

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

Responsibilities:

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

Responsibilities:

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

Responsibilities:

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.