Information Technology Analyst Ii

Miranda Harrison

ServiceNow Administrator/Developer

*****************@*****.*** • 404-***-****

www.linkedin.com/in/miranda-harrison-a109b41243/

Highly effective, broad-based, experienced ServiceNow professional with over 15 years of expertise delivering optimal Information Technology and Administrative industry service. Adept in requirements analysis, integration and automation, maintenance and support, documentation, project implementation, and incident and knowledge management. Ability to collaborate with cross-functional teams, ensuring adherence to best practices and quality standards. I can execute ServiceNow acumen to develop software solutions for business growth and profitability. Expert in JavaScript, Web Services, HTML, CSS, and ITIL processes and best practices. Views challenges as opportunities.

Core Competencies

ServiceNow

Salesforce

Requirements Analysis

Persuasion & Negotiation

Documentation

Time Management

Collaboration

Best Practices

Project Management

Troubleshooting

Customer Relations

Information Technology

Professional Experience

ASM Research (an Accenture Federal Services Company), Sept 2024 to May 2025

Case Analyst II

Reviewed and researched cases for Marketplace Insurance to ensure that individuals have the proper coverage. Verified contact information and answered questions regarding pricing and coverage. Proficient in analyzing complex data to generate actionable insight, enhance operational efficiency, and support processes.

Analyzed customer information to guarantee the accuracy of the database, contributing to a 10% increase in customer satisfaction scores.

Maintained confidentiality following strict guidelines and recommendations.

Developed techniques and questionnaires based on information needed to assist customers.

Recorded case notes and performed follow-up documentation for all client contacts.

Supported the team during the project by encouraging and assisting in the research of difficult cases, increasing accuracy by 25%.

ServiceNow System Administrator, Mar 2023 to Jun 2023

TechBridge-ServiceNow Professional Development Bootcamp, Remote

Design, develop, and configure the ServiceNow platform. Update HR profiles and assign identified skills to users and groups. Configure employee document management, chat and email, HR services, and create Service Catalog items. Secure personal information: HR case work notes, HR profile fields, and payroll COE. Collaborate about tasks with ITSM team members, internal and external customers, and partners. Develop an ITSM roadmap. Update and maintain testing protocols. Perform end-user technical support for clients. Monitor external system integration and conduct manual exports and imports. Execute ServiceNow as an effective incident response method. Utilize the best practices of ServiceNow IT management processes.

Best Western, Marietta, GA Jan 2020 – Jul 2020

Sales Associate

Presented excellent service and ensured customer satisfaction. Welcomed customers and answered queries. Trained new sales team members on processes, polices, and procedures. Maintained knowledge and expertise on goods and services. Explained the best products for customer needs, their benefits, and functionality. Promoted special sales, offers, and awareness of programs.

Selected Accomplishments:

●Developed expert-level product knowledge and implemented product understanding and customers’ desires to exceed personal sales goals by 50 % within 2 weeks.

●Consistently identified by leadership for demonstrating the WOW effect to customers, delivering service beyond set expectations.

West Staffing, Atlanta, GA Jan 2002 – Sep 2006

Office Assistant

Oversaw clerical tasks, sorted, and sent mail. Presided over office supplies inventory. Maintained and organized files. Welcomed office visitors. Answered phone call and directed to appropriate department. Scheduled meetings and sent invites to attendees.

Selected Accomplishments:

●Enforced excellent customer service for over # clients; brought friendly bridge between client and executive.

●Augmented customer satisfaction by 55% consistently delivering a professional and polite tone to clients in person and over the phone.

●Delivered timely and professional services which increased productivity and efficiency by 75%.

Additional Experience

Technical Support Customer Service Representative Specialist, SMI, Remote

Hotel Staff, Manpower Staffing, Atlanta, GA

Catering, Ramada Inn, Clemson, SC

IT Technician- Dispatcher, Dish Network, Marietta, GA

Education & Training

1st Art, South Carolina Governor School for the Arts, South Carolina Governor’s School for the Arts and Humanities.

Student to be Accepted for Music & Drama

Spartanburg, SC

Medical Assistant & Surgical Technology

Iverson Business School

ServiceNow Boot Camp

TechBridge, Atlanta, GA (Remote)

Certifications

CIS, ServiceNow CSA, ITSM, TechBridge, Jun 2023

Microsoft Office Suite

SharePoint

Information Verification, SMI Management SMI, Sep 2023

Push Provisioning, SMI Management LLC, Sep 2023

Customer Service Training, SMI Management LLC, Sep 2023

MAX-Connect, SMI Management LLC, Sep 2023

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