Services Specialist Administrative

Contact 552-***-****(Mobile) Saul Davila Rueda

******.****@*****.*** ServiceNow Admin

Guadalajara metropolitan area, Mexico

www.linkedin.com/in/sauldavila

(LinkedIn)

Extract

Main skills Administrative Services Specialist in the administration of ServiceNow (ITSM), identification of operational improvements, generation of deliverables, generation of KPIs and training, documentation of standard processes, administration of users, groups, Incident Manager, Services Level Management, Implementation, Development, creation of Workflows, Executive support.

company rules

Import/Export Meeting

Facilitation

Languages

English(Limited Working)

Spanish(Native or Bilingual)

Certifications Experience

Microsoft Power Point 2010 Service

Mapping Certification Test

Microsoft Excel 2010

Microsoft Access 2010

SN Save Button

Zillow

ServiceNow Admin

March 2024 - July 2024 (5 months) USA

Administration of the platform and minor instances, management of stories for Honors-Awards development, creation of reports and dashboards, reading of metrics ITIL® Foundation Certificate in IT

Service Management Avangrid

ServiceNow Admin ITSM on Avangrid

February 2023 - February 2024 (1 year 1 month)

Guadalajara, Jalisco, Mexico

Monitoring of stakeholder requirements, support in the creation of application documentation, direct attention to IT clients, responsible for the administration of the ServiceNow platform, maintenance of data in the CMDB, and reporting on dashboards.

Tata Consultancy Services

3 years

ServiceNow Technical Product Manager

January 2022 - January 2023 (1 year 1 month)

Guadalajara, Jalisco, Mexico

ServiceNow Technical Manager, working as leader of the development team, architects, and business analysts and following up with the client, reviewing Page 1 of 4

Translated from Spanish to English - www.onlinedoctranslator.com information on requirements and improvements, vendor and client roadmaps to match

and search for the most appropriate improvements for the situation, generation of reports and administration of the platform and licensing remediation in order to have an account of the licenses appropriate to the needs of the business, program the plan together with the team of architects and developers of the releases of the following versions of the system.

ServiceNow Admin ITSM

February 2020 - January 2023 (3 years)

Guadalajara and surroundings, Mexico

Serve as the main point of contact for support, administration and maintenance of the ServiceNow platform and associated modules.

Monitors the health, usage, and overall compliance of ServiceNow and its applications.

Monitoring Tasks, Construction Template, Reports, Groups, maintenance of the CMDB at table and data level, adaptation of Owners, support groups of the CIs within the CMDB

Broxel

Consultant & Dev SN

May 2019 - January 2020 (9 months)

Santa Fe

Implementation of the SN platform in the Madrid version, generation of custom developments according to the needs of the company and its internal clients. Design of workflows, special activity flows, maintenance thereof, generation of SLAs according to the activities and phases of the workflow. Design of scheduled reports, dashboards.

Creation of access portals, design of service catalog items, dumping of information into the CMDB, creation of specific fields in the CMDB, maintenance of CMDB at the data level.

BBVA Data & Analytics

Administrative Services Specialist

September 2018 - April 2019 (8 months)

Mexico City and surroundings, Mexico

Generation of guides and standards for the administration of ServiceNow, analysis of results, creating process guides for use, training preparation, process audit.

NTT DATA, Inc.

Page 2 of 4

Delivery Mgmt Sr. Analyst, Service Delivery Mexico &MCLA June 2016 - May 2018 (2 years) Mexico

City and surroundings, Mexico

SLM review of service levels, customer conciliation, identification of operational improvements, generation of deliverables, administration in ServiceNow ticket system, personnel management.

Dell

3 years 7 months

Database Admin Analyst, Service Delivery Mexico & MCLA November 2014 - May 2018 (3 years 7 months)

Mexico City and surroundings, Mexico

SLM on ongoing projects, review of reports and metrics, responsible for reconciliation activities with the client, delivery of monthly and weekly information.

Key Performance Indicator Analyst, Service Delivery Mexico &MCLA November 2014 - August 2015 (10 months)

Preparation of reports, dashboard management, monitoring of SLA levels, support in Asset Tracking

Attentive

Control desk

July 2014 - November 2014 (5 months)

Venustiano Carrazan Airport

PNR control review and correction, report preparation, error control Computrain Mexico

2 years 2 months

Instructor

December 2012 - July 2014 (1 year 8 months)

Prepare courses, provide consulting, advice, resolution of doubts Technical support

June 2012 - July 2014 (2 years 2 months)

Site Support Coordinator for project.

Cedumec

Teacher

February 2010 - June 2012 (2 years 5 months)

Page 3 of 4

Class Preparation, Evaluation

RNIP

Technical Support Area Coordinator

October 2009 - February 2010 (5 months)

Regional coordinator for project called RNIP

Education

IET 21st Century

University Technician, Computer Science · (2006 - 2008) Page 4 of 4

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