ServiceNow CSA, Technical BA, Trainer
Resume:
Ian Norman
ad5rlv@r.postjobfree.com
https://www.linkedin.com/in/ian-norman-18b3463/
Professional Summary
Historically, I have been a Technical Business Analyst and SME, specializing in process automation. I like to engage with the stakeholder to design, build, test, document, implement and train users on a given solution.
Now my focus is on ServiceNow. I want to use my experience to help customers make best use of the platform.
In June 2023 I completed the Service Design & Management Bootcamp at Northeastern University London, which is part of ServiceNow’s NextGen Professionals Program. I am also a ServiceNow Certified System Administrator.
I am currently working my way through various ServiceNow courses to further improve my knowledge of the platform, including Sys Admin & App Developer career paths, ITSM, ITOM, ATF, CSM, Flow Designer, Scripting, etc.
Skills and Expertise
Stakeholder Management
Technical Analysis
Experiential Learning
MS Office
Customer Service
Problem Resolution
Emotional Intelligence
Windows/MacOS/Unix
Interpersonal Skills
Process Improvement
Critical Thinking
Korn/JavaScript/SQL
Training and Development
Process Automation
Digital Skills
Access Control Rules
Work Experience: (Most were fixed-term contracts)
08/2021 – 11/2021 ITOM Solution, London ServiceNow Junior Developer
Data Import into the CMDB by creating Transform Maps.
Identified and removed redundant workflows from an application.
Created customised views and templates.
Worked with AutoSys Administrators to help load data feeds into ServiceNow.
09/2018 – 07/2020 AntWorks, London Product Trainer
Product Training for AntWorks suite of RPA related tools, internal and external.
Product stress testing and bug reporting.
Reviewed and proof-read product documentation and L&D online training materials.
Helped new trainers get up to speed on a technical level.
06/2018 – 08/2018 The BIS, London IT Consultant
The British Interplanetary Society is a science-based charity, focusing on spaceflight. As a volunteer I…
Helped to document their IT processes & procedures.
Trained people to use the Soyuz, to International Space Station, Docking Simulator.
I greatly improved the setup, and configuration, of the simulator.
01/2018 – 04/2018 K2 Partnering Solutions, London Trainee Trainer
Automation Anywhere’s Train the Trainer certification exam.
Automation Anywhere Certified Advanced RPA Professional.
11/2017 – 11/2017 Genpact, Bucharest Automation Architect
Used Automation Anywhere to process Web-based Service Requests, linked to SAP.
04/2017 – 10/2017 UBS, London Automation Architect
Learned the Automation Anywhere platform on the job.
Passed UBS's rigorous Automation Anywhere (AA) certification process.
AA Proof of Concept project, including ServiceNow integration.
Built a generic AA task that, on failure of a BOT, created an incident ticket within ServiceNow.
Built a generic AA initialization task to allow any task to be unit tested with ease.
Built a skeleton AA task, with robust error handling and logging.
Worked with application specialists, to review and convert their processes into BOT aligned steps.
Advised which other tools could better be used to improve legacy processes, if not AA.
09/2016 – 12/2016 Alere Inc, Bedford ServiceNow Consultant
Learned ServiceNow while working, attended the ServiceNow Discovery course.
ServiceNow Systems Administration.
Data Import into the CMDB using Transform Maps.
ServiceNow MID Server Discovery configuration, setup, and scheduling.
01/2016 – 08/2016 RBS, London AutoSys SME
Migrated applications from RBS to the Williams and Glyn infrastructure.
Advised all groups on how to best use AutoSys, especially keeping service providers in line with our standards.
Redwood to AutoSys conversion, enhancing the application to use Oracle Wallets and SFTP, removing the need for embedded passwords.
02/2014 – 02/2015 Wilko, Worksop Technical Business Analyst
Using Agile methodologies, rewrote and documented all Automic workflows, making them intuitive.
Seamless migration of Automic process flows across environments.
Removed embedded variables, allowing Automic to better parse code and integrate with DB and SAP agents.
Generated Excel reports & graphs by directly interrogating the Automic database.
Mentoring permanent staff to enable them to be self-sufficient.
Wrote robust error handling processes, and generated reports, and HTML/CSS emails, to remove the need for eyes-on-glass monitoring.
07/2012 – 04/2013 Forest Technologies, London Automic Consultant and Trainer
Completed several installations for various international customers.
oLondon, Copenhagen, Manila, Dublin.
Provided a significant amount of classroom, and on-the-job training, at customer sites.
09/2011 – 05/2012 LGIM, London Automic Developer
Experiential learning of the Automic UC4 platform.
Trained all teams in the use of the Automic platform.
Designed scripts to automate the migration of schedules across environments.
Designed scripts to clone existing workflows for different accounts.
Enhanced application workflows to deal with complex month-end scenarios.
Worked with the project manager, and application developers, to facilitate end-to-end testing.
05/2010 – 02/2011 Aphelion Ltd, Mauritius IT Consultant
The main objectives were to improve a customer’s IT infrastructure.
Replacing Wi-Fi with ethernet.
Installation and support of card-entry systems.
Disaster Recovery as a Service (DRaaS).
08/2009 – 05/2010 RBS, London AutoSys Senior Consultant
Merged the ABN Amro and RBS AutoSys batch schedules for the DBAs and SAs.
Provided on the job training to the team and advised on global standards and best practices.
I was then seconded to the Anti-Money Laundering (AML) team to migrate their application from ABN Amro to RBS.
Ensured the batch conformed to RBS standards and best practices for AutoSys.
Supported and maintained the AML batch until the designated support team were able to take over.
04/2009 – 06/2009 Egg Online Bank, Derby AutoSys Senior Consultant
Facilitated the conversion of the dSeries/Espresso batch to AutoSys.
Created the AutoSys JIL from the JV/XML source data, under strict deadlines.
Provided a significant amount of AutoSys and UNIX training.
04/2008 – 03/2009 Citigroup, Lewisham AutoSys Senior Consultant
Designed a conversion suite to migrate applications from Scanner, an in-house Perl scheduler, to AutoSys.
Worked through the process with the application owners.
Trained scheduling teams in London, Zurich, and Milan.
Completed a TWS to AutoSys conversion.
04/2007 – 03/2008 Tesco, Cheshunt AutoSys Senior Consultant
Facilitated a conversion process in the Group Ordering (GO) Team.
Liaised with the GO developers and the AutoSys infrastructure team in Mumbai to clone the stock ordering system from mainframe (JCL, CA7) to a distributed environment using AutoSys and Microfocus.
Trained the mainframe employees in the use of AutoSys in a UNIX environment and enabled the AutoSys Infrastructure team to support the new batch.
06/2006 – 12/2006 Citigroup, Lewisham AutoSys Senior Consultant
Successfully piloted a conversion project (Scanner to AutoSys). This was subsequently initiated upon my return to Citigroup in 2008.
I was also responsible for informal staff training and product support.
08/2002 – 06/2006 J.P. Morgan, Bournemouth AutoSys and Connect Direct Consultant
Developed various projects and implemented them into the production environment. This included Korn shell scripting, SED, AWK, SQL.
Configured AutoSys agents to run jobs from multiple instances of AutoSys.
Migrated all applications from AutoSys 3.5 & 4.0 to 4.5.
I was highly influential in the implementation of global naming standards, guidelines, and best practices.
Our team were also responsible for Connect Direct. I was instrumental in helping the team make proper use of the product by embedding UNIX commands in the file transfer process, generating reports, and writing scripts to interrogate the C:D logs.
03/2001 – 06/2002 Nomura, London Senior Infrastructure Analyst Programmer
Our team were responsible for the installation, maintenance, and support of third party and in-house applications (AutoSys, Clarify, ClearCase and Documentum).
Augmented the developers’ use of AutoSys, enhancing both batch and Korn shell scripts.
Improved security across Unix and NT servers through the installation and setup of openSSH and PuTTY, using agent forwarding and X11 forwarding.
11/1994 – 03/2001 JP Morgan, Bournemouth AutoSys Technical Specialist
Headed a major project to hand over AutoSys to the Production Control and Implementation Service Analyst teams from the UNIX SA and DBA groups.
I was responsible for splitting production and non-production, delivering employee training, and introducing standards, guidelines, best practices, logic & naming conventions.
Prior to that I provided service support for tier 2 and tier 3 issues, covering AutoSys, Sybase, Solaris, and AIX.
Analyst Programmer role: Evaluated and converted existing information systems and applications from a 3rd party product (Comshare) to an in-house written application using Unix & Sybase at the back end, and Word & Excel at the front end.
02/1993 – 11/1994 First Leisure Corp plc, Leicester Business Systems Analyst
Designed, built, and implemented an EIS solution using Comshare’s EIS Commander. I was also responsible for training and supporting the corporate users.
01/1988 – 02/1993 British Shoe Corp, Leicester Senior Designer
Worked on various systems, primarily Applications Systems (an IBM 4GL) and Comshare’s Commander.
06/1986 – 01/1988 CWS Computer Services, Manchester Computer Operator
Performed common computer operator duties, including liaising with all levels of staff. At the same time, I attended night school to learn Cobol programming.
Recent IT Courses and Certifications
ServiceNow Certified System Administrator plus ITSM - Oct 2023
NULondon Service Design and Management Bootcamp - Jul 2023
Automation Anywhere’s Train the Trainer certification exam - Apr 2018
Automation Anywhere Certified Advanced RPA Professional - Jan 2018
Advanced Automation Anywhere (revised) - Jan 2018
UBS’s rigorous Automation Anywhere certification process - Sep 2017
Basic IPcenter V3 - Client certification - Sep 2017
Advanced Automation Anywhere - May 2017
Introduction to Automation Anywhere - Apr 2017
ServiceNow Discovery (Helsinki release) - Nov 2016
dSeries Workload Automation - Nov 2015
ServiceNow Installation Bootcamp Course (Fuji release) - Sep 2015
ServiceNow System Administration Course (Fuji release) - Jul 2015
Certified Automic (UC4) Systems Engineer for Automation Engine v9: installation, upgrades, training, conversions and development.
Certified CA AutoSys 11.3 Developer and many years’ experience with 4.5 - upgrades, conversions, migrations, training and development.
Education
Salford City College, Pendleton Centre, Salford, Manchester.
A Levels: Mathematics, Physics, General Studies.
GCSEs: Computer Studies, Chemistry, Mathematics, Physics, English Language,
French, Music, Metalwork & Engineering.
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