AFDCO CVA/H ServiceNow Process Lead: Experienced and skilled in the following facets of ServiceNow: ITSM, ITIL, Virtual Agent ChatBot, Asset Management, Studio, Dashboards, Reporting, Data Transform & Import, Service Level Agreements (SLAs), Service Portal, Knowledge Bases and Record Producer Form creation / customization.Responsible for daily administration, management, support, troubleshooting, training, and security for the ServiceNow application to support US Air Force Air Combat Command's ﴾ACC﴿ Cyberspace Vulnerability Assessment/Hunter ﴾CVA/H﴿, and three other weapon systems (ACD, CDA & ELICSAR). Provides support and training to CVA/H Service Desk personnel, 700 users in the field, PMO, ACD, CDA, ELICSAR and DANS management personnel on all matters related to the ServiceNow application. Coordinates with ServiceNow engineers regarding instance issues, updates, upgrades, training, clones and backups. Ensures functionality of Incident ticket and task input and tracking systems as well as data reporting systems. Designed and implemented an Asset Management Database. This database was created, using Studio, following strict requirements from shareholders and management. The Asset Management Database was imported using a locally designed standardized import format and contains all Hardware Assets for ACD, CDA, ELICSAR and CVA/H. This database is designed to track hardware assets from cradle to grave – including hardware location changes/movement.Designed and implemented a much‐needed functioning Service Level Agreement ﴾SLA﴿ notification and reporting system that directly reflects the requirements from the contract PWS. This task entailed building 36 individual SLA reporting points and their associated workflows and notifications. These SLAs provide Management, Service Desk, PMO and 20+ Developers notifications at 50%, 75% and when the incident ticket breaches the predefined time requirement. Designed and implemented over 40 online reporting dashboards that report all points on the contract PWS. These interactive dashboards are always current and available 24/7/365 to review. One dashboard replaces a monthly 250-page PowerPoint presentation and saves 80 man‐hours per month, which were directly related to the tasks of pulling data reports, generating graphs and compiling the physical report.Conducts and directs intensive design, testing and evaluation on development and test instances before semi-annual software updates are promoted to the production instance.