ServiceNow Administrator Resume

SKILLS:

Javascript HTML ServiceNow
HTML XML CSS eDirectory/LDAP Active Directory AS400
MS Office 97/2003/2010

EXPERIENCE:

Confidential

ServiceNow Administrator

Responsibilities:

Implemented and customized Change, CMDB, Incident, Knowledge and Problem management as well as Service Catalog.
Responsible for the overall day to day management and maintenance of ServiceNow instances and applications.
Design and create new ServiceNow custom applications to aid business needs
Create custom functionality through scripting, workflows, business rules, UI actions, UI policy, access controls and assignment rules
Work with Service Delivery teams and managers to analyze user requirements and current procedures in order to improve system capabilities and automate process workflows.
Conduct thorough testing, analysis, and certification of changes to ServiceNow
Organize and deploy new releases into ServiceNow development, test and production environments
Follow change management processes to execute agreed upon changes in the production environment
Provide collaborative support with other internal and external teams to identify solutions for application defects and performance issues that impact end user functionality
Manage SDLC for ServiceNow, including managing releases and sprints, writing user stories and assigning scrum tasks as needed.
Troubleshoot all application level issues to ensure compliance with SLAs while actively following up with affected users until issue is resolved
Monitor applications to proactively identify issues requiring administrator follow up
Provide updates to incidents indicating resolution.
Participate in initiatives to implement additional functionality to provide process improvements

Confidential

IT Code Deployment Specialist

Responsibilities:

Performed test, UAT and production application deployment activity
Ensured that each deployment requests has appropriate supporting documentation for assigned releases
Managed and controlled the source code repositories
Worked with the development teams to coordinate code check - in and Change Promotion
Reported on change promotion status
Documented all deployment processes and created on-call weekly rotation schedule
Mentored team members on deployment activities and processes

Confidential

IT Help Desk Analyst

Responsibilities:

Provide prompt and friendly customer service
Assist internal/external customers by troubleshooting and resolving issues and answering questions
Provide phone support to remote access customers
Document and maintain records of incidents in incident management database
Maintain and support equipment such as copiers and fax machines and place support calls as needed
Reset passwords for Active Directory, AS400, Lotus Notes and other applications
Assist in special projects such as new store set ups and ID creation
Created and uploaded documents to a shared database for the team to use

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