SERVICENOW ADMINISTRATOR Resume Houston, TX - Hire IT People

SUMMARY:

Over 7years of IT industry experience in various ITSM frameworks and 3 years of experience as ServiceNow administrator/ business analyst, with successful background in requirements gathering, technical documentation, design documentation and expertise in Agile methodologies and ITSM frameworks.
Experienced ITIL/ServiceNow professional working on the following ServiceNow Modules ; CMDB, Incident Management, Change Management, Problem Management, Asset Management, Knowledge Management, Release Management, Discovery, User and Platform Administration.

TECHNICAL SKILLS:

ServiceNow, JavaScript, HTML, Jira, Automated Testing Framework, Agile Methodology, SAP, Business Warehouse, TeamMate R9/R10, Microsoft Office, SharePoint, Lync.

PROFESSIONAL EXPERIENCE:

SERVICENOW ADMINISTRATOR

Confidential, Houston, TX

Responsibilities:

Responsible for improving IT service Management processes such as Incident Management Problem Management, Service Catalog, Service Portal, Knowledge Management Change Management, Configuration and Asset Management in ServiceNow platform.
Work with business users to pinpoint ITSM challenges through interviews, data analysis and the documentation of findings.
Collect, define, analyze and review user and functional requirements for ServiceNow projects and enhancements.
Create Stories in Release Module with user requirements and acceptance criteria for the development teams.
Experience in ServiceNow customizations, Implementing Service Catalog, Workflows, Incident Management, Knowledge Management, Change Management, CMDB and Asset Management.
Developing Upgrade strategies and planning timelines for Upgrade in ServiceNow Eureka to Geneva, and Geneva to Helsinki and Jakarta.
Create and review test scripts with Design and development team, perform UAT testing of customization prior to deployment to Production environment.
Responsible for managing ServiceNow projects including resource planning, scoping and estimating delivery of services to end users.
Create KPIs and provide ITSM performance metrics reports using ServiceNow Performance Analytics to create scorecard and widgets on dashboards for various process areas.
Create roles that provide selective access to Service Now and then assigning these roles when user needs to access to a module or application.
Perform deployments between various environments in ServiceNow using Update sets.

LEAD/STAFF INTERNAL AUDITOR

Confidential, Houston, TX

Responsibilities:

Produced and prepared various reports as requested using Business Warehouse and SAP.
Serve as technical resource for related ERP, Databases and ServiceNow Platform.
Manage risk - based operational audits including risk assessments, operational process reviews, cybersecurity audits, and system implementation reviews with minimal oversight
In coordination with Confidential Internal Audit Department, led and executed various financial, operational, JV, and FCPA audits in various business units within the company; including IT audit, EG LNG, Shale, Libya/EG FCPA audits, Corporate Reserve audit, Fixed Asset audit, Financial Reporting audit, etc.
Reviewed and tested the adequacy and effectiveness of established management and SOX controls.
Determined if the company assets and corporate policies were safe-guarded during materials management audits.
Reviewed negotiation and execution of various commercial documents, including term agreements, supply and production agreements.
Ensured that the procedures, Management self-testing and controls are in compliance with company policy
Identified areas of potential operational improvement and provided value-added suggestions to management.
Effectively communicated audit findings and corrective actions with internal audit management and business unit management.
Prepared audit programs, assigned testing to team-members, reviewed test results and provided coaching notes as necessary, provided audit report to Confidential Corporation management
Participated in the upgrade project of TeamMate R9 to R10

Confidential, Houston, TX

Technical Support Analyst

Responsibilities:

Provide thorough support and problem resolution for customers
Trouble-shooting for customers while multi-tasking
Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment.
Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.
Assisted with Quality Assurance support when needed
Worked with customers having data connectivity issues
Referred difficult issues to upper management while maintaining positive rapport with customer

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Servicenow Administrator Resume

Houston, TX

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