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Click here or scroll down to respond to this candidate Candidate's Name
West New York, NJPHONE NUMBER AVAILABLEEMAIL AVAILABLELINKEDIN LINK AVAILABLEExperienceInfosys - ServiceNow Technical Analyst12/2021 - PRESENT Client: Tyson Foods - Sept 2022 to Present Collaborated with cross-functional teams to gather requirements, analyze business processes and implement effective solutions Configured and customized various applications in ServiceNow modules (ITSM, HRSD, CSM, GRC, ITOM) to streamline and enhance user experience Leveraging Service Portal, Service Catalog, Knowledge Base, Flows, Workflows, Business Rules, Client Scripts and Integrations (REST APIs) Trained ITSM & HRSD development teams in use of Automated Test Framework (ATF) to design, execute, and maintain test cases, ensuring the quality and reliability of ServiceNow applications and incorporated it as part of SDLC lifecycle Administered and maintained the ServiceNow platform, including system configuration, user management, access control and resolution of Incidents & Service Requests Created technical documentation, including user guides, self-service knowledge articles, standard operating procedures (SOPs) and system configurations Functioned as substitute Team Lead when Lead was unavailable or out of office Assist in the retirement of business applications in CMDB at end of life Client: HDSupply - Aug 2023 to Feb 2024 Created a library of several dozen self-service Knowledge articles to drive traffic to Service Portal and away from Development team's queue, allowing them to focus on enhancement development Updated and expanded team's entire Automated Test Framework (ATF) test library in preparation for version upgrade regression testing Led training sessions for end-users and teams in the use of ServiceNow core functions Created custom reports, dashboards & portal widgets per client specifications
Client: Cummins - Feb 2022 to Sept 2022 Conducted comprehensive QA using the Automated Test Framework (ATF) module for both regression testing and troubleshooting Responsibilities included creation of new automated tests and updating of existing tests and test suites in preparation for client ServiceNow version upgrade Coordinated with various Product Owners in order to receive User Acceptance Testing (UAT) sign-off on completed testsServiceNow Bootcamp/Apprenticeship - CSA Apprentice06/2021 - 11/2022 Completed 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 03/2021 Coordinated between client and venue to maximize product visibility at trade shows
Recruited, trained and supervised Brand Ambassador teams for client promotional events
Customized design layouts for trade show event spaces for an individualized experience
KPMG - Help Desk Trainer 08/2006 05/2010 Conducted thorough stakeholder interviews to gather requirements, ensuring a comprehensive understanding of business needs and objectives. Leveraged 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 teams
Composed and edited scripts for the entire Service Desk training curriculum
Recorded, edited, and mixed down finished audio product using DAW program
Verizon Wireless - IT Trainer08/1996 07/2006 Created and maintained accurate technical documentation, including user guides, standard operating procedures, and system configurations Authored reference data training program, including all manuals and curriculum
Instructed developer classes around the country of up to 30 students per session
Streamlined 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 - 04/2008Skills Service Desk/Developer Training Documentation and Technical Writing Project Management (Agile, Scrum, Waterfall) ServiceNow Administration and Development Automated Test Framework (ATF) Testing Workflow Configuration and Customization Business Rules and Scripting (JavaScript, Glide) User Management and Access Control Incident, Problem, and Change Management Service Catalog and Request Management ITIL Framework and IT Service Management (ITSM)Certifications & Micro-certifications ServiceNow Certified System Administrator Automated Test Framework (ATF) (SN Micro) Flow Designer (SN Micro) Performance Analytics (SN Micro) Predictive Intelligence (SN Micro) Integration Hub (SN Micro) Virtual Agent (SN Micro) Agile Management and Test Management (SN Micro) ITILv4 Foundation Google IT Support Professional CompTIA A+ |
