Erik Nelson Email & Phone Number

Portland, Or, Us

Portland, Or, Us

Portland, Or, Us

Responsible for overall ServiceNow system health and wellness. This includes requirements gathering, analysis of existing functionality, scheduling, prep, & implementation of system clones and upgrades, development, and system administration• Established a quarterly cloning and semi-annual ServiceNow upgrade schedule• Established a two-week Sprint cycle for ServiceNow enhancements that covers from request to go-live• Reviewed and rolled back costly customizations done as part of the initial ServiceNow implementation• Drove PGE’s transition from the Service Portal to Employee Center to increase end user effectiveness and satisfaction. This included development of the layout, tracking all necessary updates, and implementing the go-live• Managed the transition of all deprecated Homepages to Dashboards prior to official deprecation of Homepages by ServiceNow• Trained up new Knowledge and Service Catalog administrators who were new to ServiceNow• Participated in licensing and contract discussions to help ensure PGE is not going over on licensing and projecting additional licensing needs as part of contract renewal• Build and maintain ServiceNow MID Servers

Portland, Oregon, Us

Contracted for Portland General Electric as a ServiceNow Process Analyst and Service Catalog Administrator• Reviewed existing Service Catalog items and workflows for opportunities for improvement• Created processes and templates for intake of new catalog items, projects, and other requests

Hanover, Md, Us

Contracted for Nike to analyze and provide guidance for process and metric reporting improvements • Created and maintained ServiceNow reporting dashboards used for billing and weekly operations reports. This includes reworking of billing reports to ensure accuracy and to remove manual intervention for processing• Analyzed metrics and provided guidance on improving what should be measured and how• Reviewed and updated processes to make them sustainable and ready for upscaling• Worked with Service Desk Leads in Amsterdam, Heredia, and Suzhou to focus on shift left initiatives for increasing Service Desk capabilities and to prepare for self-service options at Nike retail stores and headquarters Team Members

Tampa, Florida, Us

ServiceNow Administrator (05/17 – 10/18) • Created new items for and maintained the Service Catalog serving the BBI Home Office and all U.S. Restaurants • Gathered requirements for and implemented changes for Teams in and outside of IT to meet their needs and to automate and/or simplify their work• Increased usability of the Service Catalog for Restaurant Management and Support Technicians while improving order accuracy and preparing for integrated asset and inventory management• Created the IT Support portion of the Software Development Life Cycle (SDLC)• Reviewed processes and worked with Team Members up through the Executive Leadership to determine areas of improvement and take steps to implement changes in an Agile method• Ran daily Change Advisory Board (CAB) meetings to ensure processes were being followed and Changes were not implemented without proper discussion and approvalTeam Lead/Knowledge Administrator (12/09 – 05/17)• Created and curated IT and Customer Facing Knowledge Bases starting from a zero point to a state of six Knowledge Bases containing over 1000 articles• Worked directly with Support Management to define and document Support Processes with regular review as new technologies were implemented• Acted as a main point of contact for Support Technicians and liaison with Support ManagementTier 1 Support Technician (10/06 – 12/09)• Direct contact for all Cheeseburger in Paradise Restaurants as well as 4 Outback Steakhouse Regions in the United States• Troubleshot administrative, hardware, and software issues at the Restaurant levelRestaurant Administrator for Cheeseburger in Paradise (04/04 – 10/06)• Opened five Restaurant locations while Cheeseburger in Paradise was still part of the Bloomin’ Brands portfolio• Created Office Admin Training Guide used for Cheeseburger in Paradise Restaurant Openings

Education record

Chemistry

Chemistry