Eric O. Email & Phone Number

United States

• Experienced with Business Rules, Script Includes, UI Actions, Scheduled Jobs and all scripted aspects of the ServiceNow system
• Experienced in customizing ServiceNow UI Pages, UI Macro & CMS using CSS, HTML, Jelly
• Experienced with development and implementation of ServiceNow CSM, ITSM modules or other ITSM application
• Created reports workflow, data imports for incidents, Problem, Service Request and Change ServiceNow modules and managed scripts.
• Understands technical and functional design requirements that are related to ServiceNow
• Implemented, documented and maintained the ServiceNow platform to meet specific business needs to support ITIL and business processes.

United States

• Collaborated with client team members throughout the exploration, development, and implementation phases for diverse ServiceNow solutions
• Acted as the main administrator and assisting developer for the ServiceNow platform, overseeing service level agreements and monitoring workflows.
• Proficient in crafting and implementing client scripts, business rules, workflows, and making configuration modifications to align applications with business needs.
• Monitored, prioritized, and executed improvement requests, addressing issues ranging from servers and laptops to mobile devices, applicatrions, and telecomunications.
• Configured and designed forms, complex workflows utilizing business rules, UI policies, and client scripts for effective design.
• Given the primary responsibility to deploy and execute weekly releases or introduce developed products into the PROD Environment.

United States

• Established UI Policies to control the visibility and mandatory status of specific fields based on conditions.
• Configured form layout and design as well as Email Notification and Alerts to notify users about specific activities ongoing in the system such as updates to Incident and Change requests.
• Implemented Access Control Rules to ensure secure access, granting appropriate permissions based on individuals’ roles.
• Participated in daily stand-up meetings, sprint reviews, sprint retrospectives, sprint grooming, demos, and other Scrum related meetings with Scrum teams and stakeholders for ServiceNow stories and tasks. Additionally.
• Engaged in the development and configuration of Business Rules, Client Scripts, Data Policies, UI Policies, UI Actions within ServiceNow.
• Led the technical implementation of Incident Management, Service Catalog, SDLC, Change Management, Knowledge Management and Custom Applications in ServiceNow.

United States

• Managed ticket queues and prioritized escalations based on established SLAs and resource availability. Also monitored hardware support center statistics, team, and individual productivity to ensure service level.
• Reviewed all technical support related processes and documentation for continuous improvement.
• Provided feedback loop to wider staff and customers on resolved and in progress problems and incidents and made sure that all resolved incidents are updated and closed promptly.
• Acted as a Point of contact when it comes to escalations and managed/reported all incoming technical support inquiries. Explored alternative solutions to complex customer concerns and problems.
• Collaborated with analysts and development staff to test, troubleshoot and validate new software programs and applications.
• Oversaw the day-to-day operations of the Technical Support Team and assisted IT Support Technicians in establishing and achieving desired goals and outcomes.

Computer Science, Computer And Information Sciences, General

Bachelor Of Science - Bs, Computer Science