ServiceNow System Administrator

Brent Gbadebo

************@*****.*** Mobile 832-***-****

SUMMARY

Dedicated ServiceNow System Administrator with extensive experience in ITIL best practices and ITSM processes, supporting healthcare and business organizations with build and optimization of ServiceNow functions to elevate user experiences in creating and resolving incidence tickets. Core areas of expertise include incidents, change, problem, knowledge management, service catalog, service portal,SLA, ACL, business rules, custom applications, configuration management, email notifications, implementation of auto-routing of incident to assignment groups, UI policy and action and data policy, among others. Previous front-end ServiceNow experience as an EMR implementation consultant supporting Help Desk teams and Command Centers.

EXPERIENCE

Baylor Scott & White Health, Dallas, Texas

ServiceNow System Administrator: June 2020- July 2020

Collaborated with internal and external customers to obtain business requirements, which were interpreted into user stories using ServiceNow Agile Development module.

Provided level II customer support of tickets assigned to Epic teams using ServiceNow platform.

Troubleshot and resolved issues by impersonating ServiceNow users to highlight resolution steps when necessary.

Worked with functional and admin team to provide automated workflow solutions in ServiceNow portal.

Activated and deactivated end users, including granting and restricting access via ACL.

Assigned end users to user roles and groups per ServiceNow responsibilities.

Ensured major incidents are addressed within SLA response, including sending out critical alerts for major and critical incidents.

Assisted with Self-Service portal enhancement to meet users’ needs.

NYU Winthrop Hospital, Mineola, New York

ServiceNow System Administrator & Developer: Sept. 2019- April. 2020

Worked with Stakeholders to cater requirement for building and maintaining new service catalog item, order guide, record producer and associated workflows.

Provided day to day operational support, administration and maintenance of ServiceNow platform.

Create ServiceNow reports and dashboards.

Create email notifications, forms and custom applications

Update business rules, reports and UI policies and actions as needed.

Research, coordinate and provide ServiceNow system updates and maintenance.

Develop and deliver products based on client’s specific needs.

Develop testing steps for validating product accuracy prior to release.

Collaborate with support services team on integrated testing using sample, and sometimes live data.

Coordinate and execute new product and enhancement releases into live environment.

Serve as overnight on-call support, routing tickets to assigned groups.

Texas Children’s Hospital, Houston, Texas

ServiceNow System Administrator & Developer: Jan. 2019- Aug. 2019

Collaborated with team members on major ServiceNow upgrade, including building ServiceNow updates and client requests, developing and executing testing scripts and performing move to Production environment.

Performed regular system updates and daily maintenance of ServiceNow system as requested. Updates included workflow changes and configurations, as well as test validation.

Developed and configured business rules, service catalogs, custom applications, forms, policies, email notifications, among other ServiceNow business processes.

Identified areas for system improvement and implemented changes following approval.

Icon Clinical Research PLC, Sugarland, Texas

ServiceNow System Administrator & Developer: Jan. 2018- Dec. 2018

Configured service catalog workflow, forms, UI policies, UI actions, Email notifications and business rules.

Performed and implemented regular updates as requested by client.

Provided system support, administration and maintenance of the ServiceNow environment, ensuring critical incidents were addressed in a timely manner within SLA response and resolutions.

Assisted with ServiceNow updates and new releases to include documentation, UAT, and implementation.

Collaborated with third party vendors to develop and interface systems with ServiceNow platform, performing test validation steps to ensure successful integration.

Identified, documented, reported and tracked resolution of issues related to service failures and outages.

North Georgia Medical Center, Gainesville, Georgia

ServiceNow System Assistant Administrator: Sept. 2017- Dec. 2017

Supported hospital’s implementation of ServiceNow program, transitioning from Help Desk analyst to ServiceNow assistant.

Performed testing procedures to identify system failures during build phase of implementation. Identified break failures and issues and assisted with reproduction of failures in testing and production environments.

Trained help desk analysts on ServiceNow front-end usage, including logging and closing of tickets.

Assisted with various projects, utilizing ITIL and ITSM standards.

Independent IT Consultant, Multiple cities

Elbow Support, Command Center, Help Desk Analyst: Apr. 2016-Current

Supported Epic & Cerner EHR systems

Provided ATE support during go-live implementations, soft go-lives and technical dress rehearsals.

Created incident tickets and triaged tickets to appropriate teams for resolution. Escalated critical tickets using paging system interfaced with ServiceNow platform.

Provided physician personalization support, assisting with creation of notes, smart texts and order sets personalization.

Modules supported included OpTime, Anesthesia, CPOE, ClinDoc, Ambulatory, Cadence, SurgiNet, PowerChart, PowerOrders, Cerner CPOE.

American Legion Ambulance Services, Smyrna, Delaware

Volunteer EMT: Aug. 2015-March. 2016

Selected as Outstanding Member of the Month in Oct. 2015, two months after joining the team.

Accompanied EMTs on emergency calls, assisting with healthcare during medical emergencies and fires.

Global Medical Response, Port of Spain, Trinidad & Tobago

Certified EMT: March 2012-March 2015

Utilized knowledge of emergency medicine to assess, stabilize, treat and transport severely ill and injured patients to hospitals and trauma centers.

Administered healthcare during medical emergencies including accidents, childbirth,, fire outbreaks, drug overdoses, hypothermia, seizures and other major health conditions.

Calmed and comforted patients and family members in difficult and uncomfortable situations, which resulted in the gathering of crucial information needed to provide adequate care such as patients’ allergies, medications, medical histories and pre-existing conditions.

EDUCATION

IT Certifications

Certified ServiceNow System Administrator, April 2020

ITIL Foundation in IT Service Management, April 2019

Scrum Master Accreditation, May 2019

Emergency Training Institute, Trinidad & Tobago

Emergency Medical Technician, 2011

American Heart Association BLS for Healthcare Providers

National Registry Emergency Medical Technicians-United States

Australasian Registry Emergency Medical Technicians-Australia

SKILLS

ITIL Knowledge/Certification

EHR implementation and training

Help Desk Software (Service Now)

Agile Methodology 2.0

BMC Remedy

Microsoft Office

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