ServiceNow Technical Analyst
Resume:
Matt Visconti
West New York, NJ
*******@************.***
linkedin.com/in/matt-visconti237
Experience
Infosys - ServiceNow Technical Analyst
Client: Tyson Foods (09/2022 - Present)
●Collaborated with cross-functional teams to gather requirements, analyze business processes, and implement effective solutions using ServiceNow.
●Developed and customized ServiceNow modules, leveraging Service Portal, Catalog, Flows, Workflows, UI Actions, Business Rules and Client Scripts to streamline processes and enhance user experience.
●Utilized the Automated Test Framework (ATF) to design, execute, and maintain test cases, ensuring the quality and reliability of ServiceNow applications.
●Created and maintained accurate technical documentation, including user guides, standard operating procedures, and system configurations.
●Functioned as substitute Team Lead when Lead was unavailable or out of office
●Led training of the Development team in the utilization of ServiceNow ATF and officially incorporated it as part of the team’s Development process
●Administered and maintained the ServiceNow platform, including system configuration, user management, access control and resolution of Incidents & Service Requests
●Provided comprehensive end-user training and support, facilitating smooth adoption of the ServiceNow platform and maximizing user productivity.
●Aided with the implementation of integrations with third-party systems.
●Assist in the retirement of applications at end of life
Client: HDSupply (08/2023 - 02/2024)
●Specialized in Knowledge Management, implementing strategies to systematically organize and centralize critical business information
●Spearheaded the creation and maintenance of detailed technical documentation, including process flows, user guides, and standard operating procedures, ensuring clarity and compliance.
●Implemented best practices in project management, utilizing Agile methodologies to streamline processes, improve communication, and enhance project delivery timelines.
●Led training sessions to empower end-users and teams in utilizing ServiceNow functionalities effectively
●Created custom reports, dashboards & portal widgets per client specifications
Client: Cummins (03/2022 - 09/2022)
●Conducted comprehensive QA using the Automated Test Framework (ATF) module for regression testing and troubleshooting, optimizing ServiceNow platform performance.
●Responsibilities included creation of new automated tests and updating of existing tests and test suites in preparation for client ServiceNow version upgrade
●Coordinated with various Product Owners in order to receive User Acceptance Testing (UAT) sign-off on completed automated tests
ServiceNow Bootcamp/Apprenticeship - CSA Apprentice
06/2021 - 11/2022
●Completed an intensive ServiceNow Boot Camp and participated in a comprehensive apprenticeship program to gain practical experience in ServiceNow administration, development, and testing.
●Developed a strong understanding of ServiceNow platform architecture, data structures, and industry best practices.
●Acquired in-depth knowledge of ServiceNow modules, including Incident, Change, Problem, and Asset Management, and their configurations.
●Received ServiceNow CSA (Certified System Administrator) & ITILv4 certifications
Freelance - Tradeshow Coord./Promotions
02/2011 – 03/2021
●Coordinated between client and venue to maximize product visibility at trade shows
●Recruited, trained and supervised Brand Ambassador teams for client promotional events
●Customized design layouts for trade show event spaces for an individualized experience
KPMG - Help Desk Trainer
08/2006 – 05/2010
●Conducted thorough stakeholder interviews to gather requirements, ensuring a comprehensive understanding of business needs and objectives.
●Utilized data analysis tools to assess process performance, identify bottlenecks, and recommend improvements to drive operational excellence.
●Conceptualized and narrated technical training modules for global Service Desk teams
●Composed and edited scripts for the entire Service Desk training curriculum
●Recorded, edited, and mixed down finished audio product using DAW program
Verizon Wireless - IT Trainer
08/1996 – 07/2006
●Created and maintained accurate technical documentation, including user guides, standard operating procedures, and system configurations
●Authored reference data training program, including all manuals and curriculum
●Instructed developer classes around the country of up to 30 students per session
●Streamlined tax code input into SQL during a major merger, cutting upload times by 80%
Education
IT ServiceNow Bootcamp
06/2021 - 01/2022
Connecticut School of Broadcasting - TV/Radio Communication
09/2006 - 04/2008
Skills
●Service Desk/Developer Training
●Documentation and Technical Writing
●Project Management (Agile, Scrum, Waterfall)
●ServiceNow Administration and Development
●Automated Test Framework (ATF) Testing
●Workflow Configuration and Customization
●Business Rules and Scripting (JavaScript, Glide)
●User Management and Access Control
●Incident, Problem, and Change Management
●Service Catalog and Request Management
●ITIL Framework and IT Service Management (ITSM)
Certifications
●ServiceNow Certified System Administrator
●ITILv4 Foundation
●Automated Test Framework (ATF)
●Flow Designer
●Performance Analytics
●Predictive Intelligence
●Integration Hub
●Virtual Agent
●Agile Management and Test Management
●Google IT Support Professional
●CompTIA A+
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