We provide IT Staff Augmentation Services!

Servicenow System Administrator Resume

PlymoutH

TECHNICAL SKILLS

  • ITIL ITSM
  • WordPress Administrator
  • Software Development Life Cycle (SDLC)
  • Application Support/Tester
  • JIRA Certified Programmer Tester (QA Analyst
  • Developer Tester) Unix Shell
  • Windows Server Installation 2008/2012
  • Windows 10/8/7/XP/VISTA
  • SDLC Requirements/Tester
  • ServiceNow Application Tester
  • IAM SailPoint Administrator
  • SSO (ADFS)
  • Active Directory Users and Computers (ADUC
  • ADAC).

PROFESSIONAL EXPERIENCE

Confidential, Plymouth

ServiceNow System Administrator

Responsibilities:

  • Ability to dissect incidents related to teh ServiceNow platform to quickly resolve.
  • Responsible for core system configuration, documenting, and gathering user and process and functional requirements and developing technical requirements.
  • Provide level 2 support on ServiceNow platform.
  • Work wif development team to migrate weekly code releases/update sets to teh production environment
  • Collaborate wif team members to find ways to improving teh enterprise platform related to processes and improvement in all areas of ITSM.
  • Maintain current noledge of relevant ITSM technologies and practices.
  • Responsible for reviewing all new/existing update sets before entering production instances.
  • Provide access and support for web service integration using SOAP and REST.
  • Utilize SCRUM/Agile development methodologies.
  • Engage in full SDLC practices: Analysis, Design, viewing coding, UAT, Training and Support.
  • Well versed wif Discovery, Mid Servers and data model for Discovery.
  • Responsible for monitoring health, usage and overall compliance for ServiceNow.

Confidential, Saint Paul, MN

Business System Analyst

Responsibilities:

  • Provides planning and execution of projects, coordinating wif business, infrastructure, and project management.
  • Responsible for system configuration, documentation, and gathering for user requirements.
  • Work wif and functional requirements wifin ServiceNow for CMS, Request Management, Incident, Problem, Knowledge, Change, Core Platform, Web services, interfaces etc.
  • Facilitating rollout of new applications and modules.
  • Manages ServiceNow enhancements and defects promptly to assist teh core operations.
  • Able to examine ServiceNow incidents rapidly.
  • Provide level 2 & 3 support on ServiceNow to team members and customers.
  • Consults wif additional technology teams to confirm configuration principals and techniques for ServiceNow.
  • Collaborate wif team members to improve enterprise platform such as incident management, change management, and problem management.
  • Good noledge and understanding of ITIL process.
  • Provision, alter, and terminate Application Access.
  • Investigate and resolve challenging and/or complex technical concerns.
  • Performs teh quarter audits to fulfill present SOX and SOC 1 audit requirements.
  • Manage intake of demands for ServiceNow Applications.
  • Responsible for core system configuration, documenting, and gathering requirements and developing requirements.
  • Present finalized items ready to move to development in teh Governance Board meetings for approval to move forward.
  • Collaborate wif management and team members to improve processes in ITSM.
  • Preform requirements assembling build SCI Build requirements.
  • Collaborate wif team developers and application owners in order to meet delivery goals.
  • Outline, implement, document standard operating procedures and practices to govern business compliance.
  • Preform SDLC requirements writing and test cycle management.
  • Constantly working to progress on delivery and excellence of service to teh Organization.
  • Preform teh business analysts function for internal and external projects and assignments.
  • Administration security application access.
  • Queue application examining and managing.
  • Administrate SOX/SOD application access.
  • Responsible for month IAM application audit.
  • Create Knowledge base articles for ServiceNow and Request Management Systems.
  • IAM Lead Project Manager for Active Directory Migration Project.
  • Support Citrix security application access.
  • IAM Lead Project Manager for SailPoint Project Planning.
  • Support SSO applications access (Active Directory Federation Services).

Confidential, Saint Paul, MN

Technical Support Engineer

Responsibilities:

  • Proficient in JIRA incident management system.
  • Solid experience in Confidential Web Technology Applications, UNIX, IBM WebSphere, DB2, Java.
  • Highly skilled in functional analysis, program analysis, debugging, and Beta testing.
  • Resource for testing and applying patches to WIN DEV Servers 2008/2012.
  • Document incidents wif Confidential Web Applications, creates noledge base articles for internal and customer use.
  • Preform SDLC requirements writing and test cycle management.
  • Experience in handling high volume of incidents and stimulating issues independently but is responsible for appropriate referral to other colleague.
  • Serves as primary support between company and customer in a team oriented environment. Updating customer on how and when problems are resolved, focusing on critical incidents using such remote desktop tools as WebEx.
  • Contributes in testing and autantication of fixes and/ or new customer deliveries by loading new versions and verify wif Confidential ’s product and reporting any abnormalities to development.

Confidential, Eden Prairie, MN

Business System Analyst

Responsibilities:

  • Research software problems defined by customers, provide diagnosis, and resolution.
  • Coordinate wif hardware vendors on troubleshooting and resolution of hardware problems.
  • Provide phone consultation wif customers regarding system operational issues and/or system configuration.
  • Accurately document all worked issues and detailed steps for resolution.
  • Resource for testing and applying patches to WIN DEV Servers 2008/2012.
  • Provide Solutions Engineers wif assistance during installation processes.
  • Keep abreast of software releases, new feature and functionality, and updated installation procedures.
  • Ensure that timely updates are communicated to customers and management through ticket systems, emails, etc.

Confidential, Bloomington, MN

Technical Support Analyst

Responsibilities:

  • Provide technical support for enterprise environment and Superior Customer Service.
  • Troubleshooting and solving hardware issues.
  • Deploying and solving in house software bugs, equipment to users and diagnosing, solving hardware issues.
  • Advise users on appropriate actions.
  • Resource for testing and applying patches to WIN DEV Servers 2008/2012.
  • Imaging, setting up computers, and assist users wif smart phone issues.
  • Conduct a software audit spreadsheet and validate compliance use.
  • Support remote users through use of VNC and Team Viewer.
  • Troubleshooting incoming calls and creating work orders.
  • Troubleshooting hardware, software, and connectivity issues for Windows Vista, Windows 7, and Windows Terminal environment.
  • Support users through Active Directory by resetting passwords, unlocking accounts, and assigning users to groups.
  • Support external clients for managed service

Confidential, Golden Valley, MN

Business System Analyst / Support Engineer

Responsibilities:

  • Diagnose and resolves end - user network or local printer problems.
  • Provide one-on-one end-user problems resolution over teh phone for District approval Personal computer software.
  • Diagnose PC, Laptop, Email, Internet, and Apple Support.
  • Assists technical customer and employee support over teh phone in a call environment (60+ calls daily).
  • Troubleshoot and resolve a wide range of technical computer and software related problems.
  • Identify, evaluate and solve end-users workstation problems.
  • Read, understand, and apply complex technical Information.
  • Provide a high volume of Customer service.
  • Maintain cooperative working relationship.

Hire Now