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ServiceNow Administrator Resume Example

Resume Score: 90%

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SERVICENOW ADMINISTRATOR
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 Systems1994DeVry University - Decatur, GA, US

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 AdministratorJan 2015 to Apr 2015
TechnoJazz - Alpharetta, 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.

ServiceNow AdministratorNov 2014 to Apr 2015
DTH Information Technology - Alpharetta, NC

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 ConsultantJan 2014 to Dec 2014
BG Group - London, UK

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 ConsultantMay 2013 to Jan 2014
IRS - Washington D.C, DC

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 ConsultantFeb 2011 to Mar 2013
PepsiCo - Plano, TX

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 ConsultantMay 2011 to Jan 2012
United Airlines - Chicago, 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 ConsultantDec 2008 to Feb 2011
PepsiCo - Plano, TX

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 ConsultantAug 2006 to Feb 2008
JP Morgan Chase - Columbus, OH

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 ConsultantNov 2005 to Nov 2006
General Motors - Detroit, 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 ConsultantFeb 2005 to Nov 2006
Mellon Bank - Pittsburgh, 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 ConsultantOct 2002 to Feb 2005
Delta Airlines - Pittsburgh, GA

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 ConsultantDec 2001 to Oct 2002
Unisys Corporation - Pittsburgh, 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 ConsultantDec 2001 to Mar 2002
U.S. Customs - Washington D.C., DC

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 ConsultantAug 2001 to Dec 2001
City of Charlotte - Charlotte, NC

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 ConsultantJan 2001 to Jun 2001
Mellon Bank - Pittsburgh, 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 ConsultantAug 2000 to Jan 2001
EDS Corporation - Raleigh, NC

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 ConsultantMay 2000 to Jan 2001
T-Systems - Midrand, South Africa

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 ConsultantJun 1999 to Feb 2000
Fleet Securities - New York, NY

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 ConsultantFeb 1999 to Feb 2000
Georgia Department of Transportation - Atlanta, GA

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 ConsultantOct 1998 to Feb 1999
Georgia Department of Revenue - Atlanta, GA

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 ConsultantAug 1997 to Sep 1998
Blue Cross Blue Shield - 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.

Software DeveloperMay 1993 to Aug 1997
GE Capital - Alpharetta, GA

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

Companies Worked For:

  • TechnoJazz
  • DTH Information Technology
  • BG Group
  • IRS
  • PepsiCo
  • United Airlines
  • JP Morgan Chase
  • General Motors
  • Mellon Bank
  • Delta Airlines
  • Unisys Corporation
  • U.S. Customs
  • City of Charlotte
  • EDS Corporation
  • T-Systems
  • Fleet Securities
  • Georgia Department of Transportation
  • Georgia Department of Revenue
  • Blue Cross Blue Shield
  • GE Capital

School Attended

  • DeVry University

Job Titles Held:

  • ServiceNow Administrator
  • Lead Technical Consultant
  • Software Developer

Degrees

  • Bachelor Of Science , Computer Information Systems 1994

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