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Click here or scroll down to respond to this candidateCandidate's Name
West New York, NJPHONE NUMBER AVAILABLEEMAIL AVAILABLELINKEDIN LINK AVAILABLEExperienceInfosys - ServiceNow Technical Analyst12/2021 - PRESENTClient: Tyson Foods (09/2022 - Present)Collaborated with cross-functional teams to gather requirements, analyze business processes, and implement effective solutions using ServiceNow.Developed and customized ServiceNow modules, leveraging Service Portal, Catalog, Flows, Workflows, UI Actions, Business Rules and Client Scripts to streamline processes and enhance user experience.Utilized the Automated Test Framework (ATF) to design, execute, and maintain test cases, ensuring the quality and reliability of ServiceNow applications.Created and maintained accurate technical documentation, including user guides, standard operating procedures, and system configurations.Functioned as substitute Team Lead when Lead was unavailable or out of officeLed training of the Development team in the utilization of ServiceNow ATF and officially incorporated it as part of the teams Development processAdministered and maintained the ServiceNow platform, including system configuration, user management, access control and resolution of Incidents & Service RequestsProvided comprehensive end-user training and support, facilitating smooth adoption of the ServiceNow platform and maximizing user productivity.Aided with the implementation of integrations with third-party systems.Assist in the retirement of applications at end of lifeClient: HDSupply (08/2023 - 02/2024)Specialized in Knowledge Management, implementing strategies to systematically organize and centralize critical business informationSpearheaded the creation and maintenance of detailed technical documentation, including process flows, user guides, and standard operating procedures, ensuring clarity and compliance.Implemented best practices in project management, utilizing Agile methodologies to streamline processes, improve communication, and enhance project delivery timelines.Led training sessions to empower end-users and teams in utilizing ServiceNow functionalities effectivelyCreated custom reports, dashboards & portal widgets per client specificationsClient: Cummins (03/2022 - 09/2022)Conducted comprehensive QA using the Automated Test Framework (ATF) module for regression testing and troubleshooting, optimizing ServiceNow platform performance.Responsibilities included creation of new automated tests and updating of existing tests and test suites in preparation for client ServiceNow version upgradeCoordinated with various Product Owners in order to receive User Acceptance Testing (UAT) sign-off on completed automated testsServiceNow Bootcamp/Apprenticeship - CSA Apprentice06/2021 - 11/2022Completed an intensive ServiceNow Boot Camp and participated in a comprehensive apprenticeship program to gain practical experience in ServiceNow administration, development, and testing.Developed a strong understanding of ServiceNow platform architecture, data structures, and industry best practices.Acquired in-depth knowledge of ServiceNow modules, including Incident, Change, Problem, and Asset Management, and their configurations.Received ServiceNow CSA (Certified System Administrator) & ITILv4 certificationsFreelance - Tradeshow Coord./Promotions02/2011 03/2021Coordinated between client and venue to maximize product visibility at trade showsRecruited, trained and supervised Brand Ambassador teams for client promotional eventsCustomized design layouts for trade show event spaces for an individualized experienceKPMG - Help Desk Trainer08/2006 05/2010Conducted thorough stakeholder interviews to gather requirements, ensuring a comprehensive understanding of business needs and objectives.Utilized data analysis tools to assess process performance, identify bottlenecks, and recommend improvements to drive operational excellence.Conceptualized and narrated technical training modules for global Service Desk teamsComposed and edited scripts for the entire Service Desk training curriculumRecorded, edited, and mixed down finished audio product using DAW programVerizon Wireless - IT Trainer08/1996 07/2006Created and maintained accurate technical documentation, including user guides, standard operating procedures, and system configurationsAuthored reference data training program, including all manuals and curriculumInstructed developer classes around the country of up to 30 students per sessionStreamlined tax code input into SQL during a major merger, cutting upload times by 80%EducationIT ServiceNow Bootcamp06/2021 - 01/2022Connecticut School of Broadcasting - TV/Radio Communication09/2006 - 04/2008SkillsService Desk/Developer TrainingDocumentation and Technical WritingProject Management (Agile, Scrum, Waterfall)ServiceNow Administration and DevelopmentAutomated Test Framework (ATF) TestingWorkflow Configuration and CustomizationBusiness Rules and Scripting (JavaScript, Glide)User Management and Access ControlIncident, Problem, and Change ManagementService Catalog and Request ManagementITIL Framework and IT Service Management (ITSM)CertificationsServiceNow Certified System AdministratorITILv4 FoundationAutomated Test Framework (ATF)Flow DesignerPerformance AnalyticsPredictive IntelligenceIntegration HubVirtual AgentAgile Management and Test ManagementGoogle IT Support ProfessionalCompTIA A+ |
