ITSM & ServiceNow Specialist Seeking Roles

Marcus R. Watkins

**** ****** ****, *** ****, Roanoke, TX 76262

Phone: 214-***-**** Email: *********@*****.*** LinkedIn: linkedin.com/in/marcus-watkins-600728203

PROFESSIONAL SUMMARY

Information Technology professional with extensive experience in IT Service Management (ITSM) practices including Change, Problem, Incident, Knowledge, and Configuration Management. Skilled in business analysis, operations, customer support, reporting, and training. Adept at bridging technology and business objectives to deliver efficient, compliant, and scalable solutions. Proven ability to collaborate across teams to streamline processes, mitigate risk, and drive continuous service improvement.

CORE COMPETENCIES

IT Service Management (ITSM)

Change, Incident & Problem Management

ServiceNow Administration

Business & Data Analysis

Process Improvement & Governance

IT Operations Support

Power BI Reporting & Metrics

Amazon Web Services (AWS)

JIRA Microsoft Office Suite

PROFESSIONAL EXPERIENCE

TEKsystems / Bank of America Senior ITSM Analyst (Contract)

Aug 2024 – Dec 2024

Managed all Service Request offerings, including enhancements, bug fixes, and product updates on the ServiceNow platform.

Created and executed test cases and user stories across DEV, UAT, and PROD environments.

Facilitated requirements-gathering sessions with stakeholders and documented outcomes in JIRA.

Supported end-to-end ServiceNow lifecycle activities ensuring continuous improvement and optimization.

Serta Simmons Bedding ITSM Analyst

Sep 2022 – Oct 2023

Managed ITSM processes including Change, Incident, Problem, Configuration, and Knowledge Management.

Developed and maintained reporting dashboards using Power BI to support leadership decisions.

Led and facilitated major IT operations meetings including CAB, Major Incident reviews, and Post Implementation Reviews (PIR).

Partnered with business units to define, test, and implement ServiceNow enhancements.

Fidelity Investments Senior ITSM Analyst

Sep 2019 – May 2020 Enterprise Infrastructure

Delivered production support for CTG Oracle application environments.

Collaborated with ServiceNow team to enhance platform features; validated and deployed updates.

Created documentation for process audit and compliance to meet federal regulations.

Managed ServiceNow incident and request queues; generated ad hoc reports.

Fidelity Investments Senior ITSM Analyst

Jun 2007 – Sep 2019 Enterprise Infrastructure

Governed Change Management processes and acted as SME for ServiceNow Change and Configuration Management.

Led project converting Service Manager reports into ServiceNow audit tools.

Automated report generation processes, improving efficiency and accuracy.

Supported ISO 20000 certification by drafting and revising ITSM policies and procedures.

Created and managed user stories in JIRA; participated in sprint planning and retrospectives.

Provided analytical support for incident and problem trends; facilitated weekly Problem Management reviews.

Fidelity Investments Technical Support Desk Specialist

Jun 2006 – Jun 2007

Delivered enterprise-level technical support for employees, resolving software, network, and hardware issues.

Supported network connectivity, remote access setup, and troubleshooting of enterprise tools.

Southwest Airlines Technology Business Analyst

Apr 2003 – May 2006

Analyzed business needs and partner requirements to identify process improvement opportunities.

Managed communication between business units and support/development teams.

Documented business requirements and conducted solution evaluations to support operational efficiency.

Southwest Airlines Technology Developer

Mar 2001 – Apr 2003

Led multimodal deployment of Rational Enterprise suite to improve defect and configuration management.

Provided baseline support and defect remediation for Visual Basic applications.

Developed reusable internal documentation and coordinated system deployments.

EDUCATION

University of Texas at Arlington – Arlington, TX

Coursework completed toward Bachelor’s degree

High School Diploma

CERTIFICATIONS

Certified Scrum Master (CSM)

AWS Certified Cloud Practitioner

ITIL Foundations for IT Service Management

ServiceNow Fundamentals

JIRA Fundamentals

Power BI for Business Analytics

Microsoft Office Suite

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