SUMMARY

• 9+ years of experience working in an enterprise - size IT environment with 5 years experience as a ServiceNow System Administrator, specifically with custom development and configuration.
• Experience with the CMDB, Asset Management, Change, Incident, Problem, Request modules (Service Catalog) modules.
• ServiceNow scripting experience using JavaScript, Jelly, Glide, HTML, CSS, XML, SOAP, Web Services, PowerShell, SaaS applications, network operations (networks, protocols and email SMTP, POP3 ).
• Working knowledge of relational databases.
• Experience developing custom, complex workflows and applications in ServiceNow.
• Experience with integrations & interfaces between ServiceNow and other systems such as Ariba, SAP, Clarity, Solar Winds, Sharepoint, Oracle PeopleSoft, BMC Remedy, Microsoft Outlook, Confidential & Confidential eBonding and Salesforce.com
• Strong understanding of IT service management and the ITIL business processes.
• Work with project managers and process owners to capture business requirements, translate them into technical specifications.
• Experience with Active Directory, Single Sign-on using, Digested Token, SAML 2.0.
• Proficient in using development tools with the analytical and problem solving skills.
• Talent for creating team satisfaction, ability to focus on the team value in all work.
• High client service ethic and a proven record in delivering exemplary client satisfaction to team.
• Excellent writing skills; ability to present complex ideas succinctly and clearly.
• Strong proficiency with Microsoft Office programs, including Word, Outlook, Excel, and PowerPoint.
• Strong technical aptitude and understanding, including ability to quickly learn new applications.
• Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues proactively.
• Strong time management and communications skills are to keep on task and work collaboratively in a team environment.
• Ability to manage multiple requests, assess priorities, and achieve solutions under deadlines.
• Flexibility regarding work schedule to meet position needs outside of regular business hours.

PROFESSIONAL EXPERIENCE

ServiceNow System Administrator

Confidential - Columbia, MD

Responsibilities:

• Provides support for implementation, troubleshooting and maintenance of Information Technology (IT) systems.
• Manages IT system infrastructure and any processes related to these systems.
• Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network devices, mobile devices.
• Provides Tier 1 (Help Desk) and Tier 2 (Escalation) problem identification, diagnosis and resolution of problems.
• Provides support for the escalation and communication of status to agency management and internal customers.
• Provides support for the dispatch system and hardware problems and remains involved in the resolution process.
• Configures and manages UNIX and Windows operating systems and installs/loads operating system software.
• Troubleshoots, maintains integrity and configures network components along with implementing operating systems enhancements to improve reliability and performance.
• Responsible for after-hours requests as required in a 24 x 7 environment.
• Configure/Customize the ServiceNow system, including creating workflows, build service requests from customer requirements.
• Request items and tasks using workflows to manage data flows from the customer to the support teams providing the service.
• Use scripting tools and ServiceNow functionality to create script to automate rote tasks being done in ServiceNow.
• Perform integrations and process automation using ServiceNow Orchestration
• Gather specifications from the IT department and deliver a product/release that meets the needs presented.
• Create requirements definitions and technical specifications documentation plus load, manipulate and maintain data between Service-now and other systems.
• Work with IT managers to generate views and reports as needed.
• Analyze and fully understand user requirements and current procedures in order to improve system capabilities.
• Automate process workflows and address scheduling limitations throughout the development and delivery of the ServiceNow roadmap.
• Competent with ITIL/ITSM processes, perform system and integration testing with sample and live data.
• Monitor health, usage and overall compliance of the application.

ServiceNow System Administrator

Confidential - Jackson, MI

Responsibilities:

• Provide ServiceNow tool administration, configuration/customization, reporting services, and support.
• Configuration/Customization of ServiceNow including workflow creation.
• Use scripting tools and Service Now functionality to automate routine tasks.
• Design and develop forms and Web Service construction.
• Research and deploy new releases and enhancements into the ServiceNow live environments
• Gather requirements from business users for enhancements, including new ServiceNow modules.
• Gather and document requirements in SharePoint collaboration tool.
• Translate requirements into a design and technical specification documents.
• Partner with developers and other team members to coordinate development, testing, and implementation.
• Perform system and integration testing with sample/live data with ServiceNow Support Services team.
• Ensure complete/accurate field content and data population.
• Load and manipulate data between ServiceNow and other systems.
• Manage system upgrades in a timely and low-impact manner.
• Manage/perform functional and performance testing
• Research and recommend new ServiceNow functionality
• Monitoring and reporting on the health and usage of the system.
• Identifying deficiencies and recommend solutions.
• Maintain and support ServiceNow operational functions
• Monitor health, usage and overall compliance of ServiceNow.

ServiceNow Administrator

Confidential - Dayton, OH

Responsibilities:

• Implements, documents and maintains the Service-Now platform.
• Collaborates and assists with translating business requirements into technical requirements to ensure a smooth implementation of new enhancements, applications and modules.
• Utilizes Java Scripting, HTML, CSS, and PowerShell to deliver solutions that automate and audit business processes.
• Ensures all assigned project tasks required for the implementation of Service-now are completed on schedule.
• Adheres to Confidential change management policies and procedures thorough testing of changes.
• New applications and instance upgrades in a non-production environment prior to being released in the production environment.
• Updates & maintains a comprehensive testing protocol for Service-now instance.
• Upgrades with the purpose of certifying all applications for use after the upgrade completes.
• Logs technical support incidents, problems and requests into Service-Now.
• Monitors incidents assigned to the Administrator.
• Provides succinct and pertinent updates to incidents indicating acted upon resolution and communication to user.
• Participates in Problems and Knowledge initiatives and other process improvements.
• Provides advanced technical support to Confidential Support Teams utilizing Service-Now.
• Escalates performance issues, unresolvable incidents and service interruptions to Service-now technical support.
• Creates and updates incident records in Service-now’s tracking system.
• Monitors and tests for optimal system performance.
• Reachable outside of standard working hours as needed.
• Remains current in industry trends in Information Technology including ITIL and ITSM best practices.

ServiceNow Administrator

Confidential - Minneapolis, MN

Responsibilities:

• Training and supporting users, providing generic and Confidential -related documentation.
• Performing the Business Analysis role for enhancements, including new ServiceNow modules.
• Translate requirements into a design and technical specification documents.
• Partner with Developer to coordinate development, testing, and implementation.
• Providing tool administration, configuration/customization, reporting services, and support including designing and updating forms and workflow.
• Ensuring complete/accurate field content and data population.
• Managing system upgrades in a timely and low-impact manner.
• Manage/perform functional and performance testing.
• Monitoring and reporting on the health and usage of the system.
• Identifying deficiencies and recommend solutions.
• Participating as a member of the ServiceNow Steering Committee as well.
• Providing an agenda and facilitating periodic meetings.
• Documenting and following up on Committee decisions.
• Maintaining the ServiceNow Steering Committee Charter.

Web Developer/Administrator

Confidential - Orlando, FL

Responsibilities:

• Work with Communications and Marketing departments to confirm project requirements, functionality, and design of web applications.
• Installing, configuring and maintaining Web system servers.
• Design, code, implement, test, and maintain web applications to documented standards.
• Support the Web Development Team by executing code and content deployment procedures.
• Develop project scope, deliverable and schedules for web projects.
• Responsible for problem diagnosis and resolution for the Web environment.
• Collaborate with other designers, programmers and administrators to complete projects.
• Provide technical assistance, training and application support to staff for web applications.
• Stay abreast of current and future technology as it applies to needs.
• Insuring application availability and response time goals are.
• Develops reference guides and procedure manuals for web application.
• Perform other duties as assigned.

Web Developer/Administrator

Confidential - Abingdon, VA

Responsibilities:

• Deliver web based software solutions to satisfy the business need.
• Administers and provides support for the Development environments.
• Create technical design documents to facilitate the architecture of software solutions.
• Work on prioritized projects that will deliver value to the company.
• Research and resolve related customer and internal technical issues.
• Development of robust and user-friendly .NET-based web applications.
• Creation of site layout/user interface from provided design concepts by using standard HTML/CSS practices.
• Create and maintain technical documentation of configurations and procedures.
• Placement and layout of web site pages given client provided content.
• Support hot-fixes and major releases to production
• Design and creation of relational database schemas.
• SQL Server Confidential -SQL development.
• Application/Framework design as needed.
• Specifications/Requirements gathering as needed.
• Routine daily maintenance of existing sites, applications and software packages