ITSM service manager, ServiceNow, IT support manager

Ziad A. Elawar

***** **** *** *

Texas City TX, *7591

Mobile:972-***-****

Email: ******.****@*****.***

OBJECTIVE:

Certified ITIL and ServiceNow admin with history of achieving and developing cost effective solutions to meet Customer business requirements and enhancing system functionality and administration. Also solving business and Technical. Strong leadership with demonstrated ability to Work effectively with individuals at all levels and in all Functional areas. Experience in managing service department from service strategy to operation in addition to Service transition and service improvement.

Highlights of Expertise:

ServiceNow Admin

ServicenNow Scripts

Business development

Strategic Initiative

Project Management

Organization Transformation

Scrum fundamentals

ITIL and ITSM Process

Strategic business Planning

Problem solving and analytic skills

TECHNICAL SKILLS:

ITSM Service Management

ITBM

ITIL Framework concepts

Service Now Admin

EMPLOYMENT:

City Of Houston, Houston TX 2020–present

IT Professional application

As Certified ServiceNow Administrator that include designing, developing, building, and scripting applications and providing support, training, and knowledge for our ServiceNow system users. My role include the following

Configuration of the ServiceNow system including creating workflows

Monitor health, usage and overall compliance of the platform

Manage and resolve incidents against ServiceNow applications.

Perform routine maintenance (performance monitoring, error identification and remediation)

Leads ServiceNow upgrade planning and execution

Manage Instance Security, User/Group Access/Access Control Lists.

Provide support for SNOW user community globally

Maintain documentation of configurations and changes

Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.

Responsible for the integrity of data held within ServiceNow including users, locations, configuration items, service catalog items.

Fulfill regular SNOW audits requests and resolve identified findings

Work on continuous enhancement of SNOW applications and processes

Interact with users and management to identify enhancement needs and work with project team to prioritize and implement

Review specifications for new functionalities and upgrades

Advise on impact of systems changes/alterations and advise accordingly

Interact with software vendors regarding implementation and/or issues

Coordinate service, process, and procedure rollouts, track and report progress on adoption.

Provide support to Management on Dashboards and Reports as needed

Use available tools to empower users to run established reports/queries

Develop metrics, reports and dashboards that can be used to measure effectiveness and efficiency of processes and systems

Maintain Service level agreement(SLA) and monitor SLA workflow

Thorough knowledge and understanding of ITIL/ITSM processes

Solid knowledge & experience in SNOW applications: o Incident Management

o Problem Management

o Change Management

o Portfolio/Project/Demand

o Service Catalog

o User Portal

o Customer Service Management

Column Technologies, Houston TX 2017–2020

ITSM BMC Remedy Service Consultant

Perform development of ITIL/ITSM processes through Remedy AR system to meet evolving and changing needs of clients and provide assessment, design and redesign, and implementation solutions for clients.

Collaborate with developers to select appropriate design solutions or ensure the compatibility of system components.

Analyze and identify recommendations for enhancements Remedy AR System based on ITIL/ITSM best practices.

Analyze and use strategies and reengineering approaches that ensure linkage among processes, departments, teams, and organizational structures to develop unified and consistent business approaches and performance improvement outcomes.

Experienced in the analysis, development and automation various ITSM process include incident management, change management and service request.

Demonstrated ability to influence and consult while providing thought leadership to ITSM sponsors/stakeholders in solving business process and/or technical problems during project delivery

Experience in analyzing and recommending ITSM strategies based on desired business outcomes and priorities

Using ITBM solutions in 2 projects Chicago police department and Chicago inspector general office by creating ticketing system that include resources and demand management, change management plus application portfolio management.

Work with Case management for law enforcement and customize it using JavaScript

Configure ServiceNow in order to fulfill all function and non-functional requirement for case management for law enforcement

User management also configure and create different roles and group that govern user accesses and permissions

Create and customized ServiceNow applications to meet client requirement Digital Processing System, Kuwait 2015–2017

Projects Service Manager

Manage and coordinate day-to-day support operations of the IT Service Management teams; train, coach, and develop both Service Desk and Desktop Support Technicians.

Develop and mature ITSM processes and tools to ensure proper handling and remediation of all issues raised to the Service Desk to ensure incidents & requests are fulfilled within specified SLA.

Implement and ensure proper knowledge management best practices are followed, and integrate continuous improvement processes to continually refine and improve the Service Desk and Desktop Support teams.

Conduct “Deep Dives” into metrics and processes to develop strategies for enhancement and improvement of the Service Management Team.

Ensure proper handling of the Major Incident Management process, while continually promoting adoption and adherence by other technical departments and the business.

Participate and engage in various technical and business projects to identify additional support opportunities for the Service Management team.

Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives

Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics

Co-ordinate inter-process changes with process owners

Ensure appropriate OLAs/SLAs in place to support any new services in addition Ensure appropriate OLAs/SLAs in place to support any new services

Lead internal auditor for IT projects and helping in ISO 9000.20000and 27000 certification Partners, Boston MA 2013– 2015

Project Coordinator

Partners is a non-profit organization that owns several hospitals in Massachusetts, primarily in the Boston area. It is the largest healthcare provider in Massachusetts and many of its hospitals are teaching affiliates of Harvard Medical School.

Coordinate and manage EHR (electronic healthcare record) implementation for clinical and revenue application teams. Automated previously manual, time-consuming processes to drive gains in data tracking/accuracy, workgroup efficiency and profitability.

Coordinate IT security-related activities across application teams

Analyzed and managed users’ data to facilitate the mapping of users to the correct access/security.

Develop and maintain procedures for activating new users, updating existing users, and inactivating users

Facilitated joint security design sessions with the application teams to ensure cross-team communication and collaboration.

Assisted in the definition of system-level access, shared security classes and made appropriate security design decisions in conjunction with application and clinical teams.

Act as a point of contact to the Partners clinical sites for all things related to IT Security.

Tracked and resolved issues and action items.

Technical support and customer services. Using HP ticketing system service management.

Post live implementation activities and production support. IBM Enterprise Marketing Management, Waltham, MA 2012-2013 L2 Software Support Engineer

Performed L2 technical support for IBM Enterprise marketing management software.

Working with IBM UNICA Platform, Campaign and Interact marketing software.

Resolved customer concerns in a positive and helpful manner

Technical support for clients and using PMR ticketing system and ServiceNow.

Working with different operating systems and databases

Created knowledge base also documented all the incidents and their solutions

Created monthly report for manager concerning technical problems EDUCATION:

University of Massachusetts, Lowell 2012

B.S. Information Technology

Certified by Selimiye IT Center in Methuen, Massachusetts

ITIL certificate 2016

Level 4 CJIS Security Certificate 2018

Scrum Fundamentals Certificate 2018

Service Now Admin 2021

LANGUAGES

English, French, Arabic

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