ServiceNow Administrator - ITSM

Steve Duncan - Change Manager – ITSM

**********@*****.*** LinkedIn Profile Wentzville, MO 314-***-****

Professional Summary

Seasoned Change Management professional with over 20 years of experience driving IT Service Management improvements. Skilled in ServiceNow implementation and SOX-compliant standards and successfully leading deployments and optimizing workflows. Achievements include earning a ServiceNow Certified Systems Administrator certification, Change/Release Management, process improvement, ITSM, ticketing systems, business continuity management (BCM), IT controls, and cross-functional collaboration. Ready to leverage my skills in ITSM.

Professional Experience

Change Manager, Core Resources, Inc. St. Louis, MO 10/2011 – Present

ITSM: Orchestrated initiatives to enhance IT Service Management (ITSM) through the installation and administration of ServiceNow, including Change Management, Service Desk, Incident and Problem Management, Knowledge Management and Business Continuity Management.

Change Management: Designed and implemented a SOX-compliant Change Management process aligned with IT General Controls (ITGCs) contributing to an environment free of material deficiencies.

Change Advisory Leadership: Chaired Change Advisory Board (CAB) meetings, facilitating discussions and overseeing risk assessments for critical IT changes to ensure operational continuity.

Audit Liaison: Served as the primary liaison with internal and external auditors, contributing to the development and maintenance of audit controls to meet compliance standards.

Team Mentorship: Managed interns and contractors, providing guidance on process improvement and system implementation initiatives.

Access Review Management: Conducted User Access Reviews (UARs) across multiple systems to uphold security and audit compliance, contributing to secure IT operations by ensuring no unauthorized/unnecessary user access to any part of our network.

Software Administration: Administered ITSM (ServiceNow), project deployment tools (HP Project and Portfolio Management) and compliance systems (Fortra Tripwire), collaborating with vendors to maintain optimal functionality.

Configuration Management Analyst, GMAC Insurance St. Louis, MO 4/2003 – 10/2011

Version Control and Configuration Audits: Conducted comprehensive audits to ensure code integrity and adherence to compliance standards.

Workflow Automation: Developed and implemented scripts to optimize test and production workflows, significantly reducing deployment errors. Reduced implementation time from a full weekend to approximately 6-8 hours for a full system deployment and testing.

Standardized Build Processes: Established consistent build and deployment practices, improving software delivery reliability and efficiency.

Programmer / Analyst, National General Insurance Company St. Louis, MO 9/1993 – 4/2003

Developed COBOL, Natural and JCL programs to enhance system performance and reliability.

Led a segment of the Y2K transition project, ensuring compliance and operational continuity.

Played a key role in legacy system upgrades, improving overall system capabilities.

Managed project tracking and resource optimization post-acquisition, streamlining operational processes.

Education

Washington University in St. Louis

Bachelor of Science in Information Management GPA: 3.6

St. Louis Community College - Florissant Valley

Associate Degree in Data Processing GPA: 3.8

Certifications

Certified System Administrator – ServiceNow

Technical & Core Skills

Change Management & Process Improvement

IT Service Management (ITSM, ITIL)

Business Continuity Management (BCM) & Disaster Recovery (DR)

IT General Controls (ITGCs) & Compliance (SOX)

ServiceNow Implementation and Governance

Root Cause Analysis & Risk Assessment

Cloud Migration & IT Infrastructure Management

Training & Team Development

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