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Servicenow Project Manager/systems Engineer Resume

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Alpharetta, GA

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SUMMARY

  • Technically skilled, hands - on leader with experience leading ServiceNow migration projects utilizing Agile Scrum project management methodology. Extensive experience interacting with internal and external clients. Proven team and relationship builder.
  • Excellent leader. Track record of leading small, medium and large scope projects. Extensive experience in all facets of ServiceNow deployment including requirements gathering, solution configuration, data migration, ITIL process workflow definition and documentation, ServiceNow Customer Service module build-out and deployment, subject matter expertise, end-user training, end-user documentation and support.
  • ServiceNow Geneva and Helsinki releases ServiceNow Customer Service module ITIL workflow definition and documentation ServiceNow Configuration
  • ServiceNow SDLC module (Agile Scrum) ServiceNow Foundation Data module Agile Certified Practitioner (PMI-ACP) Certified ScrumMaster (CSM)
  • Large Scope, Division-wide IT Projects Accomplished Leader & Problem Solver Microsoft Visual Studio (VB.NET) Programming Financial Industry Applications

TECHNICAL SKILLS

Application Software: ServiceNow Geneva, ServiceNow Helsinki, Confidential financial products (Prologue Financial Accounting, Risk Management Performance Management), MS Project, Microsoft Office suite

Operating Systems: Windows(xp, 7,8,10)

Database Management: Microsoft Visual Studio (VB.NET), VBScript, Microsoft SQL Server

PROFESSIONAL EXPERIENCE

Confidential, Alpharetta, GA

ServiceNow Project Manager/Systems Engineer

Responsibilities:

  • Created project plans and provided overall project oversight. Built project teams and represented the division in enterprise-wide meetings.
  • Led a 6 months Agile based project to migrate the division from Remedy to ServiceNow Geneva
  • Understanding of most ServiceNow modules including Customer Service, Incident Management, Service Request, Change Management, Asset Management, Configuration Management/CMDB, Discovery, Service Mapping, Problem Management, external client portal
  • Participated in the ServiceNow build-out of the Customer Service module by providing subject matter expertise to contracted ServiceNow consulting firm
  • Wrote and executed test cases to upgrade from ServiceNow Geneva version to ServiceNow Helsinki
  • Led a 3 year Agile based project to migrate from a legacy customer service solution to ServiceNow Helsinki
  • Assumed subject matter expert (SME) responsibilities which included data extract, data transform and ServiceNow Foundation Data load for 2,500 clients and 20,000 client contacts, standardized and documented enterprise ITIL workflow, tested ServiceNow configuration Sprint stories, trained and supported end-users
  • ServiceNow SDLC: updated release backlog and represented the division in Release and Sprint planning
  • Kept division leadership and stakeholders informed on progress via status reports and leading update meetings
  • Ensured a smooth migration from legacy solutions to production while adhering to agreed project plan dates
  • Provided post deployment support and led post deployment meetings, ensuring standardized processes were understood and followed

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