ServiceNow Specialist

Darryl Thompson

Pennsylvania, United States **************@*****.*** 813-***-**** in/dthompsonphl

SUMMARY

Accomplished ServiceNow Specialist with 12+ years of experience leveraging ITSM, business process automation, and workflow automation to improve operational efficiency. Expertise in ServiceNow platform administration, implementation, and training, with a proven track record in change management and ITIL-based governance for organizations supporting 50,000+ users. EXPERIENCE

ServiceNow Specialist

FedTec - AmeriCorps July 2024 - April 2025, Remote Designed and deployed automated workflows within ServiceNow, reducing manual effort by 50% and improving operational efficiency, with a focus on automating incident routing and escalation processes.

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Implemented and optimized ServiceNow ITSM, ITOM, and ITAM modules, directly contributing to a 40% reduction in incident resolution time and automating 10,000+ service requests annually. This included analyzing incident ticket data to identify areas for workflow improvement.

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Configured Performance Analytics dashboards to provide real-time KPI tracking and reporting on incident management metrics, such as resolution time and backlog status.

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• Conducted system testing with a focus on incident management workflows, ensuring platform stability and efficient incident handling. Analyzed incident ticket backlogs to identify recurring issues and trends, providing recommendations for problem management initiatives and workflow adjustments.

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Evaluated existing ITSM workflows, particularly incident and service request processes, and recommended 3+ new workflows to improve efficiency and user satisfaction.

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ServiceNow Trainer

Massachusetts Trial Court November 2023 - June 2024, Remote Evaluated existing ServiceNow training programs, with a focus on ITSM modules, and recommended improvements aligned with ITIL best practices, driving measurable gains in user proficiency and platform efficiency.

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Developed and delivered customized ServiceNow training programs for ITSM processes (incident management, service request, change management), improving user adoption and platform efficiency by 30%.

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Designed interactive virtual training sessions to enhance remote teams' proficiency in using ServiceNow for incident reporting, service requests, and knowledge management.

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Collaborated with IT and business leaders to tailor training content to specific ITSM workflows and compliance standards, ensuring accurate and efficient use of the platform.

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• Gathered feedback from users on incident reporting processes and identified areas where workflow adjustments could improve the user experience. ServiceNow Support/Business Analyst IV

Comcast February 2023 - August 2023, Philadelphia, PA

• Managed ServiceNow adoption across multiple business units, increasing platform utilization by 35% across 4 business units.

• Performed impact assessments for ServiceNow upgrades, ensuring smooth system transitions with minimal downtime.

• Developed strategic recommendations for IT governance, influencing key executive decisions.

• Configured Performance Analytics dashboards for KPI tracking and executive reporting.

• Improved change request processing efficiency by 25%, resulting in a reduction of average processing time from 4 days to 3 days.

• Performed 3+ impact assessments for ServiceNow upgrades, ensuring zero critical system downtime during transitions. Support Analyst III/Change Manager/ServiceNow Admin Veritiv October 2014 - December 2022, Exton, PA

Administered and maintained the ServiceNow platform (99.9% uptime) to support core ITSM processes, including incident, problem, and change management, for employees across diverse departments.

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Conducted in-depth analysis of incident ticket trends to identify recurring issues, providing recommendations for process improvements and workflow enhancements within ServiceNow.

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Analyzed and managed ITSM backlogs, prioritizing items based on impact and urgency, and collaborating with cross-functional teams to ensure timely resolution and adherence to SLAs.

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Evaluated existing ITSM workflows to pinpoint inefficiencies, recommending and implementing new, automated workflows within ServiceNow to streamline service delivery and improve user satisfaction.

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Managed a portfolio of 47 active change requests, coordinating with development, testing, and business teams to ensure successful implementation while adhering to change management best practices.

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EDUCATION

Bachelor of Science in Information Technology

Western Governors University • Salt Lake City, UT • 2016 Associates of Science

Remington College • Tampa, FL • 2012

CERTIFICATIONS

Certified ServiceNow Administrator

ServiceNow • 2022

The ServiceNow Certified System Administrator (CSA) certification offers significant benefits by validating an individual's fundamental skills in ServiceNow administration, including configuration and maintenance of the platform. This certification demonstrates competency to potential employers, enhancing credibility and increasing marketability for ServiceNow professionals. Moreover, it supports career advancement within the ServiceNow ecosystem by providing an industry-recognized validation of expertise. Ultimately, holding a CSA certification signifies a professional's ability to effectively manage ServiceNow implementations while adhering to best practices.

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A+, Network+, Security+, Linux+

CompTIA • 2016

CompTIA certifications validate fundamental IT skills in hardware, software, and troubleshooting, forming a crucial foundation for any IT professional and providing essential knowledge for roles involving system administration and support.

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Network+ certification confirms an understanding of networking concepts and technologies, which is vital for ServiceNow administrators and developers needing to comprehend network connectivity and protocols.

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Security+ certification verifies knowledge of security principles and practices, a critical aspect of any IT role, especially when handling sensitive data and ensuring the security of the ServiceNow platform.

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Lastly, Linux+ certification certifies skills in Linux administration, increasingly relevant in enterprise and cloud environments, and demonstrates proficiency in Linux servers and scripting, beneficial for advanced ServiceNow tasks.

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SKILLS

ServiceNow ITSM, ServiceNow Reporting, ServiceNow Performance Analytics, KPI Tracking, ITIL, Workflow Automation, Change Management, Problem Solving, Communication

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