* Primary focus was Federal/State/Local Govt clients*Collaborate closely with the sales team to identify and qualify business opportunities.* Engage with potential clients to understand their business needs and technical requirements.* Design and demonstrate tailored ServiceNow solutions that effectively address customer needs and showcase the value of our offerings.* Prepare and deliver compelling presentations and demos to both technical and non-technical audiences.* Provide technical expertise and support during the pre-sales process, answering product-related questions and overcoming objections.* Stay up-to-date with ServiceNow features, capabilities, and updates to ensure solutions are innovative and competitive.* Develop and maintain strong relationships with customers and internal stakeholders.Provide feedback to product management and engineering teams based on cu

•Worked to develop, create, and document functional, and technical documentation for projects.•Documentation of all work performed.•Troubleshooting configurations and assistance during UAT testing•Worked on extending several custom WSDL’s that are used by customer support team to create/update data within a CMDB.•Modified several classes within a CMDB to support the new information.•Installation/Configuration of customer environments (dev/qa/prod).•Troubleshooting Load balancing configurations in large scale environments.•Conducted GAP analysis workshops for customer on their current environment to upgrade to new version.•Worked directly with customers Lead Technical Analysis in requirements gathering and design process within Change Management module.•Worked to develop, create, and document functional, and technical documentation for projects•Created detailed use cases for the Custom Process, as well as reporting use cases.•Conducted one-on-one interviews with individuals around their daily processes in ITSM. •Provided feedback and suggestions to our internal team around suggested process improvements to give back to the customer.•Lead/Conducted interviews with business units around their Incident and Change processes as well as results of their maturity assessment results.•Helped develop internal questionnaires that were distributed to business units to give additional anonymous feedback during their maturity assessment.•Developed an internal process to help automate questionnaire responses determining Incident/Change process maturity.•Created individual Maturity Assessment Results documents for each business unit interviewed, detailing all findings and recommendations being suggested by the Maturity Assessment team. •Functioned as a Team Lead for a team of four engineers, assigning tasks and clarification of requirements between those engineers and the customer.

Installation and configuration of Business Objects, BMC Analytics, and BMC Dashboards environments.Provide top tier support for Business Objects, BMC Analytics and BMC Dashboards.Working with senior management and customers to determine reporting requirements.Creation and management of custom Business Objects universes, reports, and dashboards for reporting needs.Assisted with Remedy ITSM administration when requested.Followed strict Change Management policies/procedures for all environments.Followed business defined documentation policy and procedures for all software installation and configuration.Completed assigned tasks in a timely and efficient manner according to the approved project plan.

Provided tier-3 support for service desk requests related to PeopleSoft CRM, Business Objects, BMC Analytics, BMC Dashboards, and BMC ADDM.Administration of the following companywide internal applications: PeopleSoft CRM, Vignette Collaboration Knowledge Base, Microsoft SharePoint, BMC Analytics & Dashboards, and BMC ADDMCreation and management of usage metrics dashboards for tent pole events, operations command center, I.S. Help Desk, and our Change Management ProcessCreation and management of PeopleSoft CRM service desk reports in business objects and people tools. This includes assigning appropriate rights to users/groups, migrating reports/qaaws from development to production, testing, and release management.Creation and management of custom SOX, Change, Incident, and Asset reports out of our BMC Remedy application.Working with senior management and business users to determine reporting requirements from our internal systems.Creation and management of Business Objects universes for complex reporting and ad-hoc user reporting needs.Participate in weekly team sprint meetings.Managing a product development backlog and sprint schedules within our SharePoint intranet site.Followed strict Change Management policies/procedures for our production environments

Provided tier-3 support for service desk requests.Coordinated on-call rotation and holiday schedules for service desk staff.Assisted in outage and maintenance notifications to customers.Management of Scripps 2,100+ domains, and SSL certificates.Adding/modifying DNS entries.Assisted the company wide user base with the PeopleSoft CRM service desk system.Development/administration of the following internal applications: PeopleSoft CRM, Vignette Collaboration Knowledge Base, and Vignette Application PortalCreation/management of daily/monthly PeopleSoft CRM service desk reports for all Scripps business units.Maintenance of daily utilization metrics (bytes delivered, Akamai, and ads) scripts for cross-back charges to customers.Customization/Branding of internal sites using Macromedia Fireworks/Dreamweaver/Flash.