Moses Besong

Phone: 214-***-**** Email: ad4mzj@r.postjobfree.com

SKILLS Analytical and Management Skills

Self-starter with outstanding attention to detail, capable of multitasking and having good time management abilities.

Excellent communication and presentation abilities, as well as the capacity to provide technical documentation.

Expertise in JavaScript, Apex, JIRA, Microsoft Project, Tableau, Microsoft SQL Server, Analytics SCRUM/AGILE Methodology

EXPERIENCE ServiceNow Consultant Washington DC

07/2022 – present Avanade

Implemented the integration of ServiceNow platform with the organization Project management tracking tool, JIRA, for easy management of tasks, work performance and reporting of Projects.

Managed system applications across numerous instances

Configured ServiceNow catalogs with variables, sets, and order guides to improve the organization's self-service and portal experience.

Conducted end-to-end testing using Automated Test Framework (ATF) to implement the Utah update for all instances.

Ensures platform health by coordinating system administration assistance.

Created customized reports and dashboards for various user groups, stakeholders, and management entities to monitor organization-wide activity.

Created and managed story backlogs using ServiceNow AGILE 2.0

Integrated Single Sign On and LDAP into the organization's access control mechanisms.

Migrates system upgrades and settings from development and test environments to production.

Contribute to the entire software development process, including analysis, design, scripting, testing, user training, and operational support.

Designed a JavaScript-infused flow for ITSM activities that logs incidents, change requests, and problems depending on priority on Visual Task Boards for designated groups and users.

Implemented Agile Scrum approaches in ITSM to handle user stories, improvements, and developments via the sprint framework.

Created reports and dashboards for monitoring and management of several sprints and releases

Coordinated the procedures for knowledge management that will ensure all end users are well trained and properly notified of all changes on the platform, portal, and service catalog items.

Collaborate with operations leaders and end users of NCH systems to design, build, test, train, implement, evaluate, and provide maintenance to organization applications

Created user manuals for all the users on using info view and exporting reports to various formats

Development of service catalogs which includes creating new catalog items, designing workflow and execution plans.

Conducted code reviews to ensure quality and adherence to best practices in ServiceNow development.

Collaborated with team to design architecture, including table relationships and integrations with third-party platforms such as Jira, involving data mapping and code migration between instances.

Facilitated design reviews and data governance sessions with stakeholders to ensure table integrity and alignment with organizational objectives.

Led development code review processes for transitioning code between environments, ensuring smooth deployment and minimal disruptions.

Conducted functional test reviews to validate system functionality before presentation to product owners and stakeholders.

Managed migration processes, overseeing the movement of code to final environments for go-live and release cycles.

Expertly managed Incident Management processes, ensuring timely resolution of issues and strict adherence to SLA targets.

Implemented and maintained LDAP integration, streamlining user authentication and directory services.

Led Change Management initiatives, optimizing the process flow and ensuring minimal service disruption.

Oversaw Configuration Management, maintaining accurate and up-to-date Configuration Management Database (CMDB) for better decision-making and risk management.

Developed and refined the Service Catalog, enhancing user experience and service request efficiency.

Directed Knowledge Management efforts, creating a comprehensive and user-friendly knowledge base for internal and external stakeholders.

Customized Service Portal to improve user interface and navigation, resulting in increased user engagement and satisfaction.

Utilized Visual Task Boards to enhance team collaboration and workflow visualization, leading to more efficient task management and project tracking.

Skillfully utilized Glide AJAX in ServiceNow to create responsive client-side scripts, significantly enhancing user interface responsiveness and data processing efficiency.

Configured and optimized Glide Workflows, streamlining complex business processes and ensuring seamless automation of tasks across various ServiceNow modules.

Implemented Glide Aggregate Sum to effectively aggregate and analyze large datasets, enabling precise data-driven decision-making and reporting within the ServiceNow environment.

Implemented and configured ServiceNow Discovery to automate the population of Configuration Items (CI) within the CMDB.

Developed and maintained Discovery probes, sensors, patterns, and credentials to ensure comprehensive identification and classification of IT assets.

Collaborated with cross-functional teams to define and refine CMDB data models and taxonomy to align with organizational requirements and best practices.

Conducted regular audits and reconciliation processes to ensure the accuracy and completeness of CMDB data, resolving discrepancies and inconsistencies promptly.

Designed and executed Discovery schedules to optimize asset discovery and minimize impact on production environments.

ServiceNow Developer/Admin New Orleans, LA

07/2019 – 07/2022 CBRE

Experience in configuring and customizing the ServiceNow system, including creating workflows, custom UI, groups, roles, access controls, service accounts & service subscriptions.

Provided daily support for Service Management Platform (ServiceNow), including scripting, configuration, customization, integrations, and process administration (User/Group management), functions, service catalog, and workflow.

Redesigned high-availability, agent-less discovery architecture.

Developed bespoke probes and sensors to investigate IP-enabled devices and utilize basic process classifiers to identify ongoing processes.

Implemented bi-directional integration between Service Now and Cisco apps using SOAP and REST messages.

Developed bespoke incident mapping rules and scripts to convert alerts to incidents for the service center.

Led the deployment of ServiceNow as an aPaaS for Development, Test, and Production environments, including an integrated Service Portal for acquired third-party enterprises.

Developed a bespoke Work Order Management app and used complex scripts to generate custom PDF documents over the iText API endpoint.

As a ServiceNow subject matter expert (SME), I coordinate people, processes, and the business environment to manage enterprise-wide project integration.

Co-developed an Offboarding Application with a team of three developers, automating the employee exit process and ensuring compliance with organizational policies.

Proficient in using Glide Record for efficient database operations, optimizing data retrieval and manipulation in ServiceNow.

Utilized Glide User API for personalized user experiences and efficient user data management.

Expert in Glide Form scripting to enhance form functionalities and improve user interactions.

Designed and implemented Business Rules to automate system processes, ensuring data integrity and process efficiency.

Created UI Policies to dynamically change form behaviors, enhancing user experience and data consistency.

IT Help Desk Technician New Orleans, LA

08/2017 – 07/2019 CBRE

Provide daily technical support for over 500 users on both Mac and Windows platforms. Successfully resolve an average of 30 tickets per day, including software and hardware issues.

Configured and deployed over 200 Mac and 300 Windows laptops using Jumpcloud and Jamf for new employees, ensuring seamless integration into the company’s network and compliance with security protocols.

Regularly update and maintain essential software packages, including antivirus like Sophos, productivity suites like Google Suite, and specialized applications, on all laptops.

Expertly diagnose and fix complex issues related to system crashes, slow performance, and network connectivity. Reduced average resolution time by 25% over 12 months.

Conduct bi-monthly training sessions for employees on new software tools and best practices for device maintenance. Developed user-friendly guides and FAQs for common issues by creating confluence articles.

Collaborated with the IT infrastructure team on various projects, including network upgrades and rollout of new OS updates and software, contributing to a 10% improvement in overall network efficiency.

Managed and tracked hardware inventory using Service Desk, ensuring adequate supplies for repairs and new hires. Implemented an improved tracking system by collaborating with HR, reducing equipment loss by 15%.

Played a key role in the incident management process, effectively categorizing, prioritizing, and escalating issues as needed on service Desk. Successfully reduced average incident resolution time by 20%, enhancing overall department efficiency.

Actively ensured compliance with organizational IT security policies by educating users when needed. Conducted regular audits of laptop configurations to identify and rectify potential security vulnerabilities, contributing to a 30% reduction in security incidents.

EDUCATION University of Buea Mathematics

CERTFICATION ServiceNow Certified System Administrator CSA

CompTIA CySA+

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