• Responsible for designing, developing, implementing, and administering core IT Service Management (ITSM) and IT Business Management (ITBM) processes in the ServiceNow platform following ITIL best practices. o ITSM – Incident, Problem, Change, and Request Fulfillment.o ITBM - Idea, Demand, Project and Portfolio Management, Agile Development, Resource Management, and Time Compliance.• Provides training and mentoring for junior ServiceNow developers and administrators. Reviews code and update sets prior to the move to the production environment. • Guides IT Operations Management (ITOM) team on how to best utilize the CMDB, Discovery, Service Mapping, and CSDM within the existing ITSM and ITBM deployment.• Successfully performs system upgrades and patches, reviews skip logs and patch notes, and modifies custom code where needed.• Oversees administration of the ServiceNow platform, including the creation or modification of workflow, business rules, client scripts, script includes, system properties, inbound email actions, notifications, and other ServiceNow capabilities to meet the requirements of the business.• Builds custom applications utilizing ServiceNow Studio, including active development of ServiceNow Mobile App for UofSC.• Implemented and deployed Service Portal for University of South Carolina - Columbia.• Training of Division of IT employees on process and the platform. Additionally, provides ongoing support and guidance.• Creates data driven reports, performance analytics, and dashboards for all levels of leadership.• Provides support and troubleshoots issues for existing functionality and escalates as needed.

• Managed and maintained Active Directory computers, users, and groups.• Provided advanced support for desktop support technicians in the field.• Assisted in spearheading an effort to improve efficiencies by researching and ultimately implementing a new ITSM platform.

• Provided onsite hardware and software technical support for faculty and staff members across campus.• Assisted with the imaging, distribution, and deployment of new equipment and upgrades.• Educated personnel on best practices and maintaining a secure workstation.• Created and maintained knowledge documentation for common technical problems

• Created reports and distributed them to management for common Service Desk metrics.• Trained and mentored new Service Desk personnel.• Established and monitored key performance indicators for existing personnel.

• Identified and diagnosed end user issues and provided resolution via phone or remote support.• Documented support provided though the enterprise ticketing system.• Escalated unresolved incidents to higher tiered support and followed up where necessary. • Created knowledge documentation and guides for common technical problems.