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servicenow administrator resume example with 3+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

OVER 7 years of experience in IT industry and 4+ years of extensive experience on ServiceNow Development, Maintenance and Administration Experience in Software Development Lifecycle (SDLC) managing project scope, requirement definition, resource management, change management, analysis, managing work schedules, project status reporting, project coordination and conflict resolution Experience in various ServiceNow modules such as Change Management Incident Management, Problem Management, Service Catalog, Expertise in scripting using Java Script Experience on creating reports ,dashboard, and e - mail notifications Experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes Expertise in developing Client Scripts, Business Rules, UI policies, UI actions, Script Include, SLA and Import sets Experience in creating and managing Service Catalogs, Record Producers, Order Guide, TECHNICAL SKILLS: Service No Change Management, Incident Management, Problem Management,Service Catalog, Integration with Third Party Tools, ,Client Side ,Reporting,Email Notifications

Skills
  • Problem-Solving
  • Change Management
  • Incident Management
  • Problem Management
  • Integration with Third Party Tools
  • Client Side
  • Reporting, Email Notifications
  • Agile development and practices
  • Scrum, SAFe, Kanban, XP practices
  • Business Analysis, Requirement Analysis
Education
Texas A&M University - Commerce Commerce, TX Expected in 05/2019 Master of Science : Business Analytics - GPA :
Cameron University Lawton, OK Expected in 05/2014 Bachelor of Science : Criminal Justice/Psychology - GPA :
Certifications

Certified System Administrator

Professional Scrum master 5.0

SAFe Scrum Master

Release Train Engineer (In Progress)


Work History
Corvel - ServiceNow Administrator
Harrisburg, PA, 03/2021 - Current
  • Works on UI customizations for forms, lists and UI actions
  • Implements Core configuration changes to the platform as well as supporting applications
  • Uses system logs to view information about system activity (i.e
  • Workflow, Configuration, Transaction, Email, Events, and System and Upgrade logs)
  • Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements
  • Workflow has been created to support the approval workflow and task assignment
  • Developed reports as per requirements from management
  • ServiceNow Application UI Configuration, Workflow Configuration, Data Loads
  • Implement new functionality using Client scripts, Business rules, ACL, UI
  • Policies and UI actions
  • Collaborated with the ServiceNow Developer to update and enhance the Change
  • Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result
  • Responsible for providing analysis of problems and resolutions or fixes for the production issues related to ServiceNow platform within the Service Level Agreement
  • Facilitating daily stand-up meetings, sprint reviews, sprint retrospectives, release planning, demos, and other Scrum related meetings with Scrum teams and stakeholders for ServiceNow stories/tasks
  • Using import sets, development of reports & metrics for executive management
  • Provided troubleshooting by impersonating ServiceNow Users to resolve issues where necessary
  • Manages ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards
  • Integrating ServiceNow with other systems and customization
  • Set up the SLA for the incident, problem, change management processes as per the requirement
  • Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
Spotify (Contract) - Scrum Master/Servicenow Administrator
City, STATE, 06/2019 - 02/2021


  • Proficiency in project management tool :Agile.
  • Performed network security design and integration duties.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
  • Used Microsoft Word and other software tools to create documents and other communications.
  • Carried out day-to-day duties accurately and efficiently.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Resolved problems, improved operations and provided exceptional service.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Led server infrastructure development, quality assurance, staging and production systems.
  • Monitored networks and network devices to resolve technical problems quickly.
ANDERSON PRODUCTS - BI/Business Analyst
City, STATE, 01/2015 - 02/2016

• Developed database triggers to enforce data integrity, dependent tasks and for auditing purpose.

• Created packages using Integration Services (SSIS) for extracting data from Flat Files, Excel files, Salesforce, OLEDB to SQL Server.

• Created packages and included a variety of transformations, Slowly Changing Dimensions, Look up, Aggregate, Derived Column, Conditional Split, Fuzzy Lookup, Multicast, and Data Conversion.

• Used SSIS to create ETL packages to validate, extract, transform and load data to data warehouse databases, DataMart databases.

• Created SSIS packages to capture the Incremental changes for the data warehouse.

• Applied various data transformations like SCD (Slowly Changing Dimension) to maintain the history of the data, aggregate, multicasting, conditional split and derived column.

• Generated periodic reports based on the statistical analysis of the data from various time frame and division using SQL Server Reporting Services (SSRS)

• Worked with Microsoft Reporting Service (SSRS) with Report authoring, Report management, Report delivery and Report security

  • Conducted interviews with key business users to collect information on business processes and user requirements.

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Resume Overview

School Attended

  • Texas A&M University - Commerce
  • Cameron University

Job Titles Held:

  • ServiceNow Administrator
  • Scrum Master/Servicenow Administrator
  • BI/Business Analyst

Degrees

  • Master of Science
  • Bachelor of Science

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