Sr. ITSM Analyst/Developer Resume Atlanta, GA - Hire IT People

SUMMARY:

Focused on aligning Information Technology Service Management with the goals of the business to achieve Competitive AdvantageCertified Professional with intensive knowledge and experience in ServiceNow architecture and development based on ITILv3 and COBIT.
Experience includes Requirement Analysis, Design, Development, Testing, Deployment, Post - deployment production support, and Project Management (Agile and Waterfall) for ServiceNow and Remedy.
Knowledgeable of regulatory compliance and leading industry practices

CORE COMPETENCIES INCLUDE:

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, GA

Sr. ITSM Analyst/Developer

Responsibilities:

Managing the entire platform
Code write while managing the system
Developing, maintaining, and supporting the modules including any new implementations.
Provides day-to-day operation of the system to ensure the system is meeting organizational needs and develops any required enhancements.
Adheres to ITIL industry best practices to manage this system.
Configure the ServiceNow solution to meet identified business requirements, process guides and functional requirements
Provide configuration options to meet specific requirements identifying respective pros and cons for each option
Ensure that ServiceNow standard practices are utilized for all configuration and customization
Responsible for troubleshooting any errors found in the ServiceNow configuration
Support the deployment of solutions across sub-production and production environments
Provide training for each tools functionality both in person and through using other methods
Actively support the Program Team by acting as main focal point when queries arise around tool functionalities and capabilities

Confidential, Woodbridge, VA

ITSM ServiceNow Architect/Developer

Responsibilities:

Collaborated on design, development, testing, and deployment
Assembled a team of independent contractors from across the United States to deliver multiple ITSM releases
Collaborated on management team defining the organization’s future worldwide ITSM strategy, encompassing formal standardized processes.

Confidential, MD

Service Coordinator

Responsibilities:

Provided technical operations support to Confidential based on Standard Operating Procedures (SOPs) including planning, execution, testing, and staff training related to technologies such as EPIC, Lawson, SAP and ServiceNow
Reviewed application and infrastructure to ensure capacity, compliance, and integration
Supported product inventory management
Composed and validated documentation to ensure Business sign-offs of each phase of work
Defined and monitored operations and project dependencies, milestones, and timelines to ensure adherence to requirements.
Stakeholder Engagement: Communicated with and managed multiple businesses and technical stakeholders with conflicting interests to discuss requirements, provide status updates, and to ensure satisfaction on the delivery and efficiency of technical operations.

Confidential, MD

Operation Room Assistant

Responsibilities:

Business Application Management & Support: Provided technical operations support for applications such as Lawson
Performed high-level diagnosis and general troubleshoot tasks
Monitor and Respond to request for support
Maintain inventory of systems and components
Assisted all customers in a professional manner
Prepare progress reports for all work performed