Gemma Jacobs Email & Phone Number

Villa Rica, Ga, Us

Communicated with business to identify requirements for ServiceDesk release of ServiceNowProvided training documentation and training sessions for ServiceDesk to ensure full understanding of system and gathered regular requirements and feedback. Documented requirements, strategic planning, testing results, and all rollout changes made during implementation and all changes. Assisted in the design, implementation, and configuration changes for Service Catalog items.Worked alongside Learning and Development team and Project Management team to analyze existing ways of working and to create effective ways to improve processes and resolve problems. Customize ServiceNow configurations including Workflows/Flows and oversee project activities to drive adherence to agreed timelines requirements for the Service Catalog items in ServiceNow. Configuration of Email Notifications and Alerts to notify users about various activities in the system such as update and changes during request process. Create and utilized update sets to move customizations between ServiceNow instances.Assisted with migration of Navihealth users to Optum to ensure smooth transition with documentation and training.Create ServiceNow reports and dashboards for CAB meeting, utilizing Performance Analytics to collate historical data and enhance trend reporting. Contributed to the design, development and leadership of the weekly CAB meetings with focus on change request quality to ensure satisfactory planning release windows, risk management, change planning, and necessary approvals.Provided strategies and documentation for various process improvements including; convert RITMs to Incident, add hyperlinks to journal fieldsMaintained the implementation, configuration, upgrades, and maintenance of the ServiceNow platform, showcasing exceptional multi-tasking and prioritization. Responsible for ensuring security scans performed, documented, and vulnerabilities remediated and documented.

Respond to helpdesk telephone inquiries about the availability of products or status of orders.Listen attentively to caller needs to ensure a positive caller experience. Provide analysis of problems while working toward resolution.Provide basic technical support for customers on a wide variety of issues. Remain courteous and calm, even during moments of customer dissatisfaction, resulting in 95% customer call monitoring approval rating. Collaboration with management team to ensure all call standards our met and exceeded

Greater Atlanta Area

IT Service Now System AdministratorPerform day to day administration of ServiceNow application, including making approved changes to process and work flows, building reports, managing data, personalizing lists, content management and technical support.Manage and add users, groups and roles.Create and manage workflow activities and approvals.Configure alerts and notificationsControl system access Work with User Interface (UI) policies, UI actions, business rules and client scriptsBuild reports and configure filtersPersonalize and create forms and fieldsCreate and use update sets to facilitate moving customizations between instancesProvide responsive support for production issues, helping ensure minimal user downtime and loss of productivity and service.Apply effective troubleshooting techniquesAnswer "how to" technical and application configuration questionsAid in translating business requirements into technical requirements