Sole developer and co-administrator for ServiceNow. Develop solutions in an Agile framework using Scrum methodology. Scripting - Extensive experience in writing business rules, client scripts, UI policies, UI actions, scheduled jobs, mail scripts, workflows, inbound actions, branded notifications, and queuing events. Notify – Built a custom on-call workflow to automatically contact assignment groups via voice when a higher priority incident was opened. OOTB workflow allowed users to accept incidents via SMS and email. Asset Management – Collaborated with global process owners to work together on building one global asset process. Configure ServiceNow Asset Management to meet the needs of the process owners. Configuration included form layout, business rules, client scripts, and modifications to SCCM integration. Build custom transform maps to accurately move data from MS Excel to ServiceNow.Discovery – Work with process owners to build a configuration management process to stand up a structured CMDB. Implement MID servers and Discovery in a complex environment.ITSM Suite – Continuous improvement of core ITSM modules which include Incident, Problem, Change, Knowledge, CMDB, and Service Catalog. Service Catalog – Well-versed in constructing customer-friendly forms and creative workflows for complex requests.Discovery – Work with process owners to build a configuration management process to stand up a structured CMDB. Implement MID servers and Discovery in a complex environment.

Build customized reports for IT capabilities in the areas on incident, problem, and service management. Contribute well-developed analytical skills when diagnosing and troubleshooting hardware/software issues. ServiceNow Development: Develop business rules, UI policies, client scripts, and workflows that are used in production today. Working experience using server side Glide APIs such as GlideRecord. Able to also manipulate form behavior using a client API such as GlideForm. Experience using update sets created for documentation and migration. Assisted in defining the requirements needed for each field of the incident ticketing form. Migrated old incident templates from Remedy to ServiceNow, providing a uniform way for the Service Desk to be consistent when creating tickets and simplify reporting. Data Collection & Reporting: Build reports pertaining to incident, problem, and service catalog management. Well-versed in dot-walking between tables and using Database Views in order to create customized reports. Able analyze call metrics and incident data, as well as create reports to measure team performance based on a set SLAs.Knowledge Management Practices: Manage IT capabilities knowledge database as well as customer facing wiki page, which are administered using Lotus Notes and Microsoft SharePoint. Spearheading a project to migrate knowledge database in Lotus Notes to ServiceNow Knowledge Management v3.Performance Analytics: Training and experience creating Indicator Sources, Breakdowns, and Gauges.Cross-functional Teamwork & Training: Collaborate on projects across multiple business and IT teams to ensure the customer experience is the first priority. Committed to creating a positive work environment to foster employee growth and group cohesiveness. Led training around following set processes and improving delivery of customer service.

Two years’ experience working in a fast-paced call center fielding a wide-range of technical questions from both external clients and internal employees. Dedicated to helping others find solutions to technical issues.

• Developing and implementing Individual Program Plans for 10 clients with developmental andphysical disabilities• Supervising and training Program Trainers in the implementation of each client’s program plan• Training staff on the merits of a therapeutic relationship with clients, focusing on respectful communication and positive reinforcement.• Creating vocational activities designed for growth in individual clients under care• Collaborating with each client’s Interdisciplinary Team• Directing annual and quarterly meetings pertaining to the client’s progress• Analyzing behavioral data and writing concise reports to summarize clients’ activities and progress• Job coached clients at their community job and other paid activities to ensure their success in the community

Seasonal-Summer• Served as a 24- hour a day role model for 8 to 10 youth every week ages 4-17 in a unique setting• Connected with youth on matters of spirituality and social justice in fun and meaningful ways, through the use of skits, volunteer and service projects, worships, devotionals, and games