ServiceNow Specialist
Resume:
Ethel “Denise” Morrison
“ServiceNow Specialist”
Princeton (Dallas), TX 75407
SUMMARY:
Has extensive experience in designing, building, implementing workflows, update sets and service catalog in ServiceNow.
Has created outbound REST messages to obtain information from Websites.
Has trained users and managers on creating incidents, tasks, requests and reports in ServiceNow and has great communication skills which gives her the ability to understand and translate information between multiple ServiceNow positions on a team.
Extremely motivated and committed to her work which makes her an asset to any company.
Recent Accomplishments
Completed implementation of ServiceNow Core modules (Incident, Request, Service Catalog, CMS Site Content and Knowledge Management).
Developed stories, completed requirements gathering and developed sprints under the first Release for a government agency.
Built several dashboards to aid Team Leads in performance reporting.
Completed ServiceNow LDAP integration via Mid Server utilizing transformation maps for data loading into ServiceNow from Active Directory.
Also worked to configure SCCM integration for Asset Management implementation.
EDUCATION AND OTHER CERTIFICATIONS:
Associate of Science
Microsoft Office Specialist 2013
HDI Support Center Certification
RELEVANT CERTIFICATIONS/TRAININGS:
ServiceNow System Administrator
ITIL v3 Foundations
SKILL SUMMARY:
Strong customer service, documentation and problem solving skills
Experienced in ServiceNow Implementation and Administration
Exceptional interpersonal skills, focused on rapport-building, listening and questioning skills
Ability to multi-task and follow-up, prioritize and manage time, work independently as well as team member
SOFTWARE:
Service Now; Microsoft Windows 7, 8, 10; Microsoft Office 2010/2013 (Access, Excel, Lync, Outlook, PowerPoint, Publisher, Visio, Word); Lotus Notes 8.5, 8.5.2; Citrix Metaframe, SSL VPN, Windows Remote Tools; SCCM, Active Directory, Remedy and HEAT Helpdesk Tools, BES Blackberry Administration and GOOD email support.
EMPLOYMENT HISTORY:
Collabera, Dallas, TX May 2018 – January 2019
ServiceNow Administrator
Contractor for Santander Consumer USA
ServiceNow Kingston version
Compile numerous reports/dashboards for daily reporting
Assisted admin team in constructing scoped application for APM team consisting of several forms, workflows and automated requests.
Create record producers, associated forms and workflows
Trained analysts on proposed changes to Change Management CAB process
Add and maintain configuration items as well as reporting within the Configuration Management Database (CMDB)
Apidel Technologies, Contractor for IBM Corporation San Antonio, TX Jul 2017 – May 2018
ServiceNow Administrator
Configure and test ongoing changes/updates in ServiceNow (Istanbul version)
Agile methodologies: Requirements compiled into stories, releases and sprints; daily SCRUM meetings to communicate and assess progress.
Implement Change Management module in ServiceNowt
Promotion of stories/defects into production and non-production environments
Design/Build/Implement Workflows, Approval steps and Notifications
Configured Inbound and Outbound email actions in ServiceNow
Working knowledge of Update Sets and Service Catalog design and item creation
Run reports and configure service level agreements (SLAs)
Create and maintain ServiceNow KnowledgeBase articles
User/Group creation, maintenance and security via Roles in ServiceNow
YnL Consulting, Contractor for Tesoro Corporation, San Antonio, TX Mar 2017 – Jul 2017
ServiceNow Administrator
Configure and test ongoing changes/updates in ServiceNow (Helsinki version)
Build and administer reports and custom dashboards in ServiceNow
Implement Change Management module in ServiceNow
Has created outbound REST messages to obtain information from Websites.
Build custom applications to meet the needs of various departments (HRIS, GRC, SAP, etc.)
Add and maintain configuration items within the Configuration Management Database (CMDB)
Experienced in requirements gathering, building stories and sprints for Enhancements
Design/Build/Implement Workflows, Approval steps and Notifications
Configured Inbound and Outbound email actions in ServiceNow
Working knowledge of Update Sets and Service Catalog design and item creation
Compiled and designed Customer Service Portal
Knowledge of Business Rules, UI Policies, Client Scripts, ACLs and Application Development
Train users/managers on creating incidents, tasks, requests and reports in ServiceNow
User/Group creation, maintenance and security via Roles in ServiceNow
22nd Century Technologies, Oak Ridge, TN Jan 2016 – Mar 2017
ServiceNow Administrator,Contractor for Dept of Energy/Office of Science – Oak Ridge, TN Federal Building
Transition Service Desk from JIRA to ServiceNow
Upgrade ServiceNow from Fuji to Geneva to Helsinki
Build and administer reports and custom dashboards in ServiceNow
Experienced in requirements gathering, building stories and sprints for Releases
Configure and test changes/updates in ServiceNow
Design/Build/Implement Workflows, Approval steps and Notifications
Configured Inbound and Outbound email actions in ServiceNow
Working knowledge of Update Sets and Service Catalog design and item creation
Compiled and designed custom user forms as well as Customer Service Portal
Knowledge of Business Rules, UI Policies, Client Scripts, ACLs and Application Development
Create and maintain ServiceNow KnowledgeBase articles
Run reports, configure service level agreements (SLAs) and perform instance branding and customization (CMS)
Train users/managers on creating incidents, tasks, requests and reports in ServiceNow
User/Group creation, maintenance and security via Roles in ServiceNow
Memorial University Medical Center, Savannah, GA Apr 2014 – Jan 2016
ServiceNow Admin/Helpdesk Analyst
Administer the ServiceNow web-based system
Build and administer reports in ServiceNow
Configure and test changes/updates in ServiceNow
Design/Build/Implement Workflows, Notifications, Update Sets and Service Catalogs in ServiceNow
Create and maintain ServiceNow KnowledgeBase articles
Train users/managers on creating incidents, tasks, requests and reports in ServiceNow
User/Group creation, maintenace and security via Roles in ServiceNow
Outlook and Microsoft Office 2010/2013 advanced-level support
User maintenance via Active Directory
Support/troubleshoot desktops, laptops, wireless, LAN and remote secure connections
Diagnose, troubleshoot and resolve issues over the phone and email in a fast paced-dynamic environment
Centurylink, Inc (previously Savvis, Ciber) Sep 08 - Jan 14
Helpdesk Analyst Tier 1 & 2
CIBER, Inc. was acquired by SAVVIS, Inc. and SAVVIS merged with Centurylink
Assigned to International Finance Corporation
Lotus Notes 8.5.2 and Microsoft Office 2010/2012 advanced-level support
User and computer maintenance via Active Directory
Remedy ticketing system with Right Answers knowledgebase
Create accounts, support and troubleshoot for Blackberry, iPhone and iPad users
Diagnose, troubleshoot and resolve issues over the phone, email and instant messenger in a fast paced-dynamic environment
Document all pertinent end user identification information as well as the nature of problem or issue
Lotus Notes, MS Office and other specialized software support
Kelly IT Resources, Houston, TX Apr 07 – Sep 08
Solution Analyst (Helpdesk)
Assigned to Baker Hughes Incorporated
First and second level support team to over 1000 domestic and international users
Averaged 40 – 60 helpdesk tickets per day with over 75% First Call Resolution rate
User/Group creation and maintenance as well as software allocation via Active Directory
Support/troubleshoot desktops, laptops, printers, Blackberry devices wireless LAN and remote connections
Software support and installs including Outlook, MS Office Suite and Specialized Proprietary programs
Aggreko, LLC, New Iberia, LA Aug 06 – Mar 07
Service & Delivery Analyst (Helpdesk)
First and second level support to over 1000 in-house and remote users
HEAT Helpdesk ticketing system
User/Group creation and maintenance via Active Directory
Support/troubleshoot provided for desktops, laptops, printers, VOIP, wireless, LAN connections and Blackberry
Software support including Outlook, VPN, VNC, MS Office Suite and Citrix Metaframe
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