Joanne Jackson Email and Phone Number

CONFIGURATION MANAGEMENT (CMDB) SPECIALIST | SERVICENOW DISCOVERY | ITOM SPECIALISTI am a 'personable, IT person' with a mastery of CMDB tools - My career is an amalgamation of technical mastery with a human touch.Results-driven CMDB Specialist having 30 years of Information Technology experience, with 15 years supporting variations of Configuration Management Products. Skilled in engineering, business process improvement, and cross-functional collaboration. Committed to quality assurance having the full spectrum of Agile, SDLC skills, from requirements analysis to technical support and troubleshooting..Some Highlights .....Data-modeled hotel property services representing the US-CANADA hotel inventory for ServiceNow CSDM consumptionCommended by the Vice President of Technology for actions taken to assist with software licenseremediation and for leadership of the 2022 intern teamLed the improvement of the ServiceNow CMDB data quality through thorough data analysis and corrective actions illustrated by an increase from an 80% to 95% score on the CMDB Health ScorecardIncreased the accuracy of ServiceNow Discovery by reducing errors by 17% using ServiceNow native tools(JavaScript, REST API's, Flow Designer, Business Rules) and processes (stories, update sets)Provided day-to-day back-end and front-end technical support for Solarwinds, Splunk, ServiceNowDiscovery, and ServiceNow Event Management resulting in 99.5% availabilityCoordinated the HP uCMDB product install and data consumption on a 70,000 server footprint which fueled the downstream inventory management and capacity management programs.Using Flexera BDNA, extracted actionable data for the vendor management team resulting in softwarecleanup and renegotiated, cost-saving software contracts (software asset management data)Using dimensional data modeling, revamped the underlying Microsoft SQL database structure (SSRS) for executive reporting Created extensive technical support product documentation to facilitate training the newly createdEMEA and APAC Tier 1 off-shore teams resulting in follow-the-sun supportEffective communicator using visualizations (Microsoft SSRS, Tableau, ServiceNow Reporting and Dashboards) Education: Masters in Business Administration| MS Information SciencesCMDB | DATA | OPERATIONS | SERVICENOW | SITE RELIABILITYIf you are looking for a Configuration Management (CMDB) professional who can deliver innovative solutions, streamline workflows, and enhance operational efficiency, let's connect!