Change Management System Administrator

Victoria Oni

Contact: +832******* Email: **********@*****.***

Professional Summary

A ServiceNow Certified System Administrator with over 6+ years of experience in IT Industry and 6 years of extensive on ServiceNow Platform

Experience in Software Development Lifecycle (SDLC), Managing project scope, requirement definition. Resource management, managing work schedules, release management, project status reporting, project coordination and conflict resolution.

Deep Functional and technical knowledge of the ServiceNow platform as well as experience, delivering medium to large-scale ServiceNow implementations.

Strong understanding of ServiceNow processes such as Integration hub, and It service Management including modules such as change Management, Incident Management, Problem Management, Knowledge, and Service Catalog Fulfilment.

Business Analysis, Reporting, Incident, Problem and change Management, Knowledge Management, Service Catalog Service Portals

Experience in creating reports, dashboards, and e-mail notifications.

Proven ability manages and delivers projects before deadline.

Good trouble shooting skills with an ability to bring a fresh perspective to solving problem.

Proficient in arranging computer systems, languages, tools, and testing methodologies.

Expertise in developing Client Scripts, Business Rules, UI Policies, UI actions, Scripts Include, SLA, and Imports sets.

TECHNICAL SKILLS

Business Requirements Gathering

Service Operation Workspace

ITSM Modules

ITIL

Workflow Configuration

Report Development

UAT Testing

UI Customization

Service Catalog

Integration Hub

WORK EXPERIENCE

ServiceNow Admin/ Developer

Oone Professional Solutions, katy, TX 03/2022 – Present

Work with IT management to align ServiceNow with IT organization Strategy.

Provide troubleshooting by impersonating ServiceNow Users to resolve issues where necessary.

Manage ITIL process monitoring overall system performance.

Integrate ServiceNow with other systems and customization.

Set up the SLA for the incident, problem, and change management processes as per the requirement.

Perform support on ServiceNow to identify issues within the code working in partnership with other team members to resolve them within the agreed SLAs.

Serve as liaison between stakeholders and users in the organization.

Manage and administer list, filters, forms, and platforms interfaces to other data sources and data within tables, import sets and the CMDB.

Assist with review and promotion of update sets.

Test, debug, configure, and document usage of Automated test framework (ATF)

Provide support and training responsibilities to end-users of the platform, as well as monitor system elements.

Responsible for providing analysis of problems and resolutions or fixes for production issues.

Guide stakeholders in the development of new ServiceNow requests and processes.

Administer workflows on the platform and implement new system plug-ins.

Facilitating daily stand-up meetings, sprint reviews, sprint retrospectives, release planning, demos. And other Scrum-related meetings

Create/Develop functional testing approach, test cases, and documentation.

Perform ServiceNow scripting like Scripted Rest APIs, Business rules, Client Scripts.

ServiceNow Admin/ Developer

Visiting Angels, Richmond, TX 02/2021 -02/2022

Perform customization of the ServiceNow system and coordinate with the team on application and platform upgrades.

Worked using JavaScript for on change client script and Onload client script.

Code and configure integrations between ServiceNow and other systems.

Coordinate new development and ensure it is consistent and well-integrated with existing information data structure.

Use system logs to view information about system activity like Workflow Configuration, Email, Events, Scheduled tasks Upgrade logs, and other ServiceNow automation.

Implement core configuration changes to the platform as well as supporting applications.

Use performance Analytics to analyze business processes and identify areas of improvement.

Assist in overall release planning, release governance, risk assessment, milestone management, release prioritization, status reporting, production readiness review, and change implementation.

Use JavaScript to write, test, and debug scripts for several use cases.

Works on UI customizations for forms, lists, and UI actions

Produce reports and dashboards based on defined measures, metrics, and key performance indicators.

Interface with the application development team to validate test results for new applications verifying that business requirements are met.

Global and scoped glide components, including Glide Record, Glide Aggregate, and Glide system.

Prevent the replication of problems by Sharing lessons learned and best practices.

ServiceNow Admin/Developer

TTEC, Richmond TX 04/ 2020 -01/ 2021

Interact with stakeholders to gather requirements and understand goals.

Good understanding of ServiceNow configuration and customization to suite business needs

Users’ system logs to view information about system activity (i.e Workflow, Configuration, Transaction, Email, Events, and System and Upgrade logs)

Ability to create tables, fields, view etc.

Create and configure Custom Applications, Modules, business Rules, Client Scripts UI Policies and UI actions in ServiceNow.

Ability to create several reports and add them to dashboard within the technology.

Configure Access Control Lists (ACL) to restrict access to other users who do not have required roles.

Ability to create service reports items and configure flow designers to automate the various processes.

Creating the custom application, Modules, Tables, and views in ServiceNow as per the requirements

Creating Service Catalog which includes creating new catalog item, designing workflows or flow and execution plans.

Set up the SLA for various ITIL processes as per requirement.

Worked on lading the data into ServiceNow using imports sets.

Works closely with ServiceNow Functional team to build requested items and tasks using workflows or flow to manage processes from the customer to the fulfillment teams.

Works with development team to migrate update into the production environment.

Configure Knowledge bases for various groups and teams within the enterprise

Work on UI customizations for forms, lists and UI actions.

ServiceNow BA/QA

Amazon Flex Logistic Houston, TX 03/2017 – 03/2020

Worked on Service Catalog Request fulfillment. Helping with the design of catalog items and workflow associated with each catalog items.

Maintain clear and professional communication with customers, keeping them updated on the progress of their inquiries or issues, and ensuring their satisfaction with the resolution.

Handle customer tickets or requests in a timely manner, ensuring accurate documentation, classification, prioritization, and resolution according to defined service-level agreements (SLAs)

Delivered samples and catalogs to prospective customers and provided information on product features, pricing, and availability.

Identify, analyze, and report defects during testing for further rectification.

Edited policy documents as requested, including white paper and business case.

Extracted and organized metrics to monitor results for internal quality reports.

Developed and maintained product verification and testing documentation that was consistent with Dragger Quality System Regulations and compliant with both ISO 9000 and ISO 13485 Standards.

Contributed to business growth by confirming customer satisfaction with service and quality.

EDUCATION/ CERTIFICATION

New Horizons Computer Learning Centers, Houston TX 2017

ServiceNow Certified System Administration (CSA)

Certified Scrum Master

Bachelor of Science & International Labour Relations 2007

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