LiveCareer-Resume

servicenow administrator resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

I have a 20-year proven success record in the ITSM discipline, 17 of which were worked as an Independent Consultant. I have tailored these products for 2 decades to meet the needs of large corporations in the Americas, EU, Middle East, and African Business Sectors. This experience embodies almost every aspect of service delivery. I have worked extensively in the delivery of large scale Enterprise Solutions. With over 20 of these projects successfully delivered, I have contributed to them in various roles and responsibilities.


Role: Developer

In this role I have worked with large Firms, and their partners to deliver Vendor Specific Enterprise Solutions(HP BTO Suite, BMC Remedy, and ServiceNow). I have demonstrated a high standard of expertise in developing these products to meet the expectations of the requirements captured while maintaining the products integrity and future platform initiatives.


Role: Business Analyst

In this role, I have worked with various organizational units and various levels of management to collect and build requirements documents and technical designs based on the ITIL v2/v3 discipline.


Role: Integration Specialist

In this role, I have worked with the various COTS products mentioned and integrated them with various platforms such as Ldap Authentication Sources(including SSL and SSO), and common web service enabled platforms.


Role: Technical Architect

In this role, I have demonstrated superior product knowledge by providing hardware and software specifications and designs. This includes Disaster Recovery Failover Solutions and ensuring proper system performance by sizing and scaling hardware.


Role: Technical Lead

In this role, I have demonstrated Project and People Management skills by leading the technical initiatives of projects while delegating tasks to technical teams. This role included the management of project plans, technical reviews, and an overall responsibility for technical deliveries for the project.

Core Qualifications
  • ServiceNow(all versions)
  • HP Service Manager(all versions)
  • ConnectIt(all versions)
  • Project Management Methodology
  • Quality Management Methodology
  • SDLC Methodology
  • ITIL V3 Core Discipline
  • Incident Management Process Expert
  • Problem Management Process Expert
  • Change Management Process Expert
  • Service Catalog Management Expert
  • Request Management Process Expert
  • Programming Languages:

Java Scripting

HTML

Web Services

RAD

Education
Bachelor Of Science: Computer Information Systems, Expected in 1994
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DeVry University - Decatur, GA
GPA:
Status -

DeVry Institute Of Technology 1990-1994 Decatur, GA Degree: Bachelor Of Science, Computer Information Systems

Certifications

Certified ServiceNow Administrator, Certified HP Service Manager 9.x System Administrator and Developer, Quality Black Belt, Project Management Best Practices, ITIL Foundation v3.

,
Skills

ServiceNow, JavaScript, HTML, Web Service(SOAP), Incident Management, Change Management, Configuration Management, Problem Management, Service Catalog, Technical Design, Training, RAD, Process Design, System Architecture, High Availability/Failover Design, Request Fulfillment, Asset Management, Application Development, Best Practices, Black Belt, ITIL, Project Management, System Administration

Experience
ServiceNow Administrator, 2015 - 03/2015
Gensler Houston, TX,

Working with clients to assess ServiceNow requirements relating to the Incident, Change, and Problem disciplines, and developing and configuring the ServiceNow platform. Developing technical designs and documenting user and process requirements. Developing workflow customizations, and performing user acceptance testing for all ServiceNow application modules (ex. Incident, Problem, Change, CMDB, Service Catalog and customer specific custom applications). Providing customer support for internal teams responsible for the administration of the ServiceNow platform. Providing support in all technical aspects of project delivery and solution delivery including:

• Application UI Configuration

• Workflow Configuration

• Development of required client specific reporting.

• Development of requirement integration components (SSO, LDAP and others)

• Prepare all client facing and internal deliverables that are technology related.

• Interface with client and gather requirements for implementation.

• Provide technical documentation and training.

ServiceNow Administrator, 10/2014 - 03/2015
Gensler Atlanta, GA,

Working with clients to assess ServiceNow requirements relating to the Incident, Change, and Problem disciplines, and developing and configuring the ServiceNow platform. Developing technical designs and documenting user and process requirements. Developing workflow customizations, and performing user acceptance testing for all ServiceNow application modules (ex. Incident, Problem, Change, CMDB, Service Catalog and customer specific custom applications). Providing customer support for internal teams responsible for the administration of the ServiceNow platform. Providing support in all technical aspects of project delivery and solution delivery including:

• Application UI Configuration

• Workflow Configuration

• Development of required client specific reporting.

• Development of requirement integration components (SSO, LDAP and others)

• Prepare all client facing and internal deliverables that are technology related.

• Interface with client and gather requirements for implementation.

• Provide technical documentation and training.

Lead Technical Consultant, 2014 - 11/2014
Perficient Jacksonville, FL,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 04/2013 - 2014
Perficient Milwaukee, WI,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 01/2011 - 02/2013
Perficient San Francisco, CA,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 04/2011 - 2012
Perficient Allentown, PA,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 11/2008 - 01/2011
Perficient Ashburn, VA,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 07/2006 - 01/2008
Perficient Boston, MA,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 10/2005 - 10/2006
Perficient Bozeman, MT,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 01/2005 - 10/2006
Perficient District Of Columbia, VA,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 09/2002 - 01/2005
Perficient International, CA,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 11/2001 - 09/2002
Perficient Peoria, IL,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 11/2001 - 02/2002
Perficient National, MD,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 07/2001 - 11/2001
Perficient Saint Louis, MO,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 2001 - 05/2001
Vista Equity Partners Hartford, CT,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 07/2000 - 2001
Vista Equity Partners Houston, MN,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 04/2000 - 2001
Vista Equity Partners Indianapolis, IN,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 05/1999 - 01/2000
Vista Equity Partners Jackson, MI,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 01/1999 - 01/2000
Vista Equity Partners Las Vegas, NV,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 09/1998 - 01/1999
Vista Equity Partners Leesburg, VA,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Lead Technical Consultant, 07/1997 - 08/1998
Vista Equity Partners Los Angeles, CA,

Perform as Technical Lead to deliver Technical Designs for Service Catalog, Incident, Change, and Problem Management. I also led the development effort of implementing those technical requirements. Led requirements sessions to collect business requirements for each of the ITSM Disciplines.

Software Developer, 04/1993 - 07/1997
Informa Agoura Hills, CA,

Developer for the Peregrine Implementation Team. We purchased the tool in 1992. I was responsible for the implementation of Problem, Call, Change, Inventory, SLA, and Event Management. For each of these projects I gathered requirements, created technical docs, and customized ServiceCenter based on those requirements.

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Resume Overview

School Attended

  • DeVry University

Job Titles Held:

  • ServiceNow Administrator
  • ServiceNow Administrator
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Lead Technical Consultant
  • Software Developer

Degrees

  • Bachelor Of Science

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