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Analyst (Business Processes / Continuous Improvement) - Skilled business process analyst, adept liaison with business community and senior leadership, to gather requirements, translate into technical specifications, and engineer workflow to support effective business process improvement and deliver high quality solutions on-time, within budget, while mitigating risk.
Core application Administration - Daily maintenance for legacy/core applications while supporting 3rd party application integrations within multiple instances.
Service Catalog Support - Design/Develop/Maintain the Service Catalog Workflows to support process efficiency and any audit concerns relating to items found within the Service Catalog. Implementing new applications for both IT and other business departments.
Workflow creation/modification - Modifying existing Workflows within ServiceNow instances support approval and Workflow needs. Participating in the creation of new Workflows when existing Workflows are not adequate.
Technical Documentation - Creating technical documentation to support application roll-out. Developing user scripts to participate in testing of instance upgrades
Backup Change management coordinator - Serving as the backup Change Management coordinator to support weekly CAB meeting to support IT audit and production environment changes.
User Administration - providing daily administration of the user database; adding groups and roles within multiple instances.
Knowledge Management - Create Knowledge Base articles for both IT and other business departments to be used by a global audience.
Data Reporting - Create/administer reports used by the business for multiple departments. Ability to create reports for new application processes being developed during the Project Management life cycle.
Priority ticket notifications - Create and administer all notifications for Priority 1 and 2 notifications to notify stakeholders with integrations within the ServiceNow instance. Also, creating basic notifications to notify stakeholders of incidents or changes assigned to support teams with specific characteristics.
As a Global IT Service Desk contractor and full-time associate, my responsibilities included but were not limited to:
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