● Successfully manage and complete daily job processing tasks, including scheduling, system backups, and file postings on the Core Processor to support organizational business objectives.● Monitor and ensure seamless operations for 70+ Credit Unions and their members by proactively overseeing daily, weekly, and monthly processes across various enterprise applications.● Conduct data collection, organization, and analysis to identify and address process gaps, significantly improving both internal and external customer experiences and driving overall operational efficiency.● Provide reliable on-call support to maintain and optimize the Desert Financial & CUSO client enterprise, ensuring continuous and efficient service delivery while swiftly addressing issues to minimize downtime.● Effectively escalate operational issues and exceptions to senior engineering staff and IT management, facilitating prompt resolution and minimizing disruption to services.

● Led the design and implementation of the Service Desk's ServiceNow environment, significantly improving operational efficiency and enhancing the overall user experience.● Developed numerous automated business and IT processes using flows & sub-flows within Flow Designer, while also daily addressing incidents and resolving problems across various business sectors.● Participated in ServiceNow Administration on-call duties, resolving critical issues in real-time, and executed a wide range of administrative tasks, including creating/modifying service catalogs, managing user roles, overseeing group memberships/roles, and ensuring secure and efficient user access management.● Developed and customized scalable solutions using JavaScript and ServiceNow GlideScript to meet complex business requirements, optimize platform performance, and enhance overall functionality.● Integrated external systems through API REST Messaging, facilitating seamless data exchange and enhancing system interoperability, improving overall operational efficiency and user experience.● Automated complex processes and tasks using JSON, HTML, CSS, Python, Java, Shell, and PowerShell scripting, significantly streamlining workflows and substantially reducing manual effort.

● Consistently exceeded Service Level Agreement (SLA) metrics while providing exceptional support to approximately 2,000 employees, from new hires to C-suite executives, ensuring timely resolution.● Actively monitored and reported on potential and ongoing system outages, effectively liaising with relevant stakeholders to ensure a 99.9% uptime and minimal service disruption for the orginization or retail partners.