GET TO KNOW ME

SERVICENOW DEVELOPER, MINISTRY OF JUSTICE, LONDON

September 2022 - Date

Analysed business' current work practices to recommend improvement action.
Documented and supported standards and procedures per organisational and client requirements.
Planned short and long-term delivery objectives for development to keep projects on point with deadlines.
Created and edited reports detailing program information and usage in response to customer requests.

SERVICENOW CONSULTANT, MERCEDES BENZ FINANCIAL SERVICES

March 2022 - September 2022

Application Portfolio Management/ITSM implementation
·      Day-to-Day operational support for ServiceNow; activities include but not limited to incident resolution, access management, building reports/dashboards, service catalog and workflow development, promoting and troubleshooting update sets
·      Worked closely with ServiceNow Process Owners (e.g., solution design, development and testing, incident resolution, troubleshooting and problem analysis)
·      Prioritized and completed tasks to meet defined SLA's
·      Collaborate and communicate with stakeholders to perform ServiceNow upgrades and patching
·      Facilitated workshops to agree on service and application ownership
·      Documented application and service processes
·      Create, monitor, modify, and publish service catalog workflows with approvals
·      Delivered ServiceNow training to MBFS IT Teams
·      Assisted with ServiceNow incidents post go live, working with 3rd Party provider to resolve issues for the team
·      Attend edProject Team meetings representing UK MBFS IT Team
Created project plan for UK implementation and manage transition activities

SERVICENOW IMPLEMENTATION CONSULTANT, DEUTSCHE BANK, LONDON

March 2021 - March 2022

Implemented the ServiceNow platform capabilities, specifically the ITSM
·      ITAM modules, including form configuration, workflows/administration, reporting, data imports, custom scripting (Javascript) and third-party software integrations( APIs). Business rules, Client Scripts, Workflow scripting.
·      I have worked with Now mobile Apps and Servicenow Studio, building and configuring custom applications.
·      Conducted quality testing on projects and issues according to strict processes and timescales.
·      As a Business Analyst, I translated business requirements into higher-level conceptual design to meet programme performance, usability, scalability and functional requirements.
·      Improved process automation end-user knowledge, producing documentation on protocols, system modifications, and programming flows.
·      Responsible for the overall requirements, including drafting technically focused user stories, acceptance criteria, testing strategy, and knowledge transfer.
Identify potential “problem” areas within customer ServiceNow environments and advise problem resolution.

SERVICENOW CONSULTANT, SOFTWARE ASSET MANAGEMENT,
BP, LONDON

 September 2020 - Feburary 2021

·      Applied expert ServiceNow SAMPRO knowledge for daily completion of tasks and streamlining workflows.
·      Ensured software licenses used in the organization were compliant based on the number of rights purchased and the number of installations.
·      Created software models for all of the software the organization intended to monitor.
·      Streamlined acquisition of reporting requirements and specifications to disseminate across multiple business lines and IT support teams.
·      Analysed test results to determine accuracy, durability and efficiency of software.
Delivered software solutions consistent with the product road map, release plan milestones and key performance indicators.

SERVICENOW IMPLEMENTATION CONSULTANT, NATS, SOUTHAMPTON

January 2020 - April 2020

·      Wrote and implemented efficient JavaScript code, guaranteeing business needs were met.
·      Validated systems to assess needed improvements and recommend options for closing gaps and enhancing functionality.
·      Maintained service-oriented architecture and offered technical support. Worked closely with app developers and business analysts.
·      Reviewed and modified existing ServiceNow CMDB patterns as needed.
·      Developed integrations with other applications to support core data load and process automation
·      Involved in the implementation, configuration and maintenance of interfaces and integrations for gathering, populating and maintaining CMDB data
Involved in Discovery and Service Mapping and linking CIs to applications.