Christopher Thomas

Senior Business Systems Analyst with 10+ years of experience across the full ITIL v4 practice spectrum — from ground-up IT Asset Management to enterprise ServiceNow platform remediation and SAP Signavio-driven process mining. Track record of closing service-delivery gaps: reducing incident/problem volume through root-cause analysis and trend reporting, driving cross-functional process improvement, and building ServiceNow dashboards and executive reporting that give leadership real-time visibility into performance and SLAs.

Technical strengths include ServiceNow ITSM (Incident, Problem, Change, Knowledge, CMDB), ITIL v4 gap analysis and process design, SAP Signavio BPMN process mining, SQL/REST API data extraction, and Azure identity/security administration (Entra ID hybrid AD, MFA, MDM account management, VPN security-incident response).

Certifications: ITIL v4 Foundation | SAP Signavio Process Analyst (2024) | ServiceNow Certified System Administrator (CSA) — in progress

Open to Chicago-area hybrid or remote Senior Business Systems Analyst / ServiceNow ITSM opportunities.

Business Systems Analyst Sr. - CIBC (Canadian Imperial Bank of Commerce) - Chicago, IL

(2025-07 - 2026-07)

• Used MS Visio to create workflows presently used across the bank.
• Utilized MS Excel to build and maintain progress charts.
• Used Jira/Confluence to create work instructions in ITILv4 format for HAM/SAM activities.
• Utilized SharePoint as a central repository for documenting processes.
• Created sample ServiceNow custom reports to strengthen ITAM auditing.
• Leveraged Navvia for instructional and training purposes.
• Used a ServiceNow instance to demonstrate practical use cases.
• Collaborated with stakeholders to create use cases and client process documentation, streamlining current procedures with Visio-diagrammed workflows.
• Conducted research on current processes and engaged stakeholders across IT Support, Procurement, Infrastructure, and Network teams to build more streamlined processes.

Senior IT Process Improvement Analyst - Stericycle - Chicago, IL

(2023-03 - 2025-04)

• Addressed recurring operational inefficiencies and unresolved tickets across support systems.
• Scrutinized workflows and implemented strategies to streamline IT processes and reduce support costs.
• Engineered automated data pipelines using SQL and JSON/AVRO to migrate legacy support data, improving report generation speed and enabling more data-driven process adjustments.
• Achieved a substantial reduction in problem tickets year-to-date by optimizing end-user support flows and automating routine escalations.
• Collaborated with cross-functional teams and executive leadership to ensure seamless application rollouts with white-glove service.
• Authored and maintained a comprehensive library of knowledge base articles (KBAs), increasing Tier 1 support accuracy.
• Led root cause analyses on Tier 2 escalations, resolving recurring issues and improving ticket close rates.
• Regularly communicated project updates to senior leadership, ensuring alignment with business process development goals.
• Identified key improvement areas through workflow mapping in SAP Signavio (BPMN), contributing to a meaningful uplift in operations by surfacing inefficient workflows.
• Presented visual business performance metrics using SAP Signavio, providing a consistent, easy-to-understand format for standing process reviews.
• Stayed current on emerging technologies such as SAP Signavio to support continuous improvement.
• Developed checklists for recurring problems and used MS Planner for stakeholder and documentation management.
• Worked autonomously to collate and map workflow processes.
• Used MS Visio, Excel, and Word for process design.
• Used PowerPoint to update quarterly fiscal-year metrics.

IT Support Analyst - Stericycle - Chicago, IL

(2013-07 - 2023-03)

• Supported IT operations across North America and Canada amid high ticket volumes and user dissatisfaction.
• Provided effective end-user support for enterprise applications such as MS Teams, Office 365, and Azure Authenticator, while contributing to infrastructure upgrades and onboarding/offboarding.
• Performed administrative tasks such as imaging and re-imaging and configuring laptops and desktops using SCCM/MDT; managed device provisioning for multiple office moves with proficiency across Windows 7, Windows 8, Windows 10, XP, and Vista setups and troubleshooting.
• Performed root cause analysis, reducing average resolution time and improving customer satisfaction scores.
• Leveraged Active Directory, ServiceNow, and SaaS tools such as Office 365 Admin Center, Office 365 email servers, LanSweeper, and Azure to troubleshoot and resolve technical issues.
• Used collaboration tools such as TeamViewer, MS Teams, and Cisco Webex.
• Created a large library of custom KBAs in ServiceNow to standardize Tier 1/2 support and reduce training time.
• Supported and trained team members in advanced troubleshooting using available resource tools.
• Coordinated training PC setups and processes, and guided junior members and management on best practices.
• Worked with vendors and technicians to resolve hardware and software issues.
• Conducted research and data analysis to support strategic planning and informed decision-making.
• Partnered with IT and Network teams during major outages to minimize downtime across multiple office locations.
• Maintained a well-organized inventory and conducted audits across a large asset base, ensuring full compliance during quarterly audits.
• Performed upgrades on inventoried equipment.
• Worked independently, providing cross-functional, face-to-face support at multiple locations across the Chicago area for employees at all levels in fast-paced environments, maintaining an ambitious, energetic demeanor.
• Received a core values award recognizing exceptional customer service.
• Maintained solid knowledge of advanced printer and peripheral device troubleshooting.

IT Service Desk Analyst - Abbott Laboratories - Chicago, IL

(2012-06 - 2013-07)

• Supported a large user base with VPN access (Blackshield CryptoCard), password resets, and application support.
• Used BMC Remedy and Active Directory for incident tracking and account provisioning.
• Mapped drives, configured Outlook, and resolved connectivity issues across XP, Windows 7, and Windows 10 environments.
• Provided remote troubleshooting via Dell Wireless Tools and coordinated printer and MFD installations.
• Enhanced VPN and remote access onboarding processes, significantly reducing setup time.

IT Help Desk Analyst - Valcom / Computer Professional Center (Grainger) - Niles, IL

(2011-06 - 2012-06)

• Supported SAP, Office, VPN, and mobile device setups (iPhone, BlackBerry) using MobileIron.
• Used HP OpenView CMDB to track incidents and asset relationships.
• Delivered remote desktop support using MS Office Communicator and Carbon Copy.
• Decreased printer support tickets by automating network printer installations via GPAT.

Customer Success Liability Coordinator - Dyson - Chicago, IL

(2006-09 - 2011-06)

• Coordinated claim committee reviews and documented outcomes for product liabilities.
• Developed an Excel-based tracking system with automated pull-downs and links, significantly reducing claim handling time.
• Trained new team members and served as a key resource in developing Dyson's internal safety and liability processes, demonstrating strong communication skills.
• Supported high-volume customer service inquiries, contributing to repeat sales growth.

Bachelor of Science - Computer Science – Information Systems Security - ITT Technical Institute

Bachelor of Arts - Broadcast Communications and Marketing - Western Illinois University