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ServiceNow Developer / ITSM Analyst
ServiceNow Developer / ITSM Analyst at Alabama Community College System, who built an employee onboarding solution with automated fulfillment.
United StatesServiceNow Developer / ITSM Analyst at Alabama Community College System
Served as primary ServiceNow technical and business-analysis resource for the System Office and 24 community colleges, supporting end-to-end delivery lifecycle including requirements, configuration, testing, deployment, and support.
ServiceNowITSMBusiness AnalysisRequirements GatheringUser StoriesAcceptance CriteriaConfigurationDevelopmentTestingUATDefect CorrectionDeploymentDocumentationTrainingcatalogMusic Producer
Certification in ITIL 4.
Certification as HDI Support Center Director.
Certification as HDI Manager.
Certification as HDI Team Lead.
Certification in HDI Customer Experience.
Certification in ServiceNow Reporting and Performance Analytics.
Certification in DevOps.
Security+ certification.
Unix certification.
Linux (Red Hat) certification.
Led a team of 10 analysts supporting Global Service Desk metrics, quality assurance, customer experience, governance, and service improvement. Built the Quality Assurance program from the ground up and designed ServiceNow dashboards and reports for senior leadership.
LeadershipQuality AssuranceCustomer ExperienceGovernanceKPI AnalysisServiceNow DashboardsReportingTest PlanningDefect identificationUser StoriesProcess ImprovementTrainingDocumentationHDI Customer Service Representative CertificationITIL
Developed a decision-tree knowledge base in ITSM that reduced resolution times by 10% and empowered Tier 1 agents. Conducted root-cause analysis and monitored KPIs to prevent recurring incidents and improve service stability.
ITSMKnowledge ManagementRoot Cause AnalysisKPI MonitoringProcess StandardizationOnboardingDocumentationTrainingIncident ManagementService Desk Integration
Profile sourced from Himalayas.