Servicenow System Administrator Resume
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Columbia, MD
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