FedTec - AmeriCorps 07/2024 - 04/2025
ServiceNow Specialist/Business Analyst Remote
- Partnered directly with business units, including HR and Payroll stakeholders, to understand critical needs, gather comprehensive requirements, and translate them into scalable ServiceNow solutions.
- Worked closely with stakeholders to configure Performance Analytics dashboards, enabling real-time
KPI tracking and reporting on key metrics, supporting data-driven decision-making and optimizing module usage.
- Liaised with business process owners to evaluate existing ITSM workflows, particularly incident and service request processes, and jointly recommended 3+ new workflows that enhanced efficiency and user satisfaction, demonstrating strong Business Process Management skills adaptable to optimizing
SPM processes.
- Collaborated with HR and IT teams to design, configure, and deploy automated workflows within
ServiceNow, specifically focusing on HR-related incident routing and escalation processes, resulting in a 50% reduction in manual effort.
- Teamed with cross-functional groups to implement and optimize ServiceNow ITSM, ITOM, and ITAM modules, directly contributing to a 40% reduction in incident resolution time and automating over
10,000 service requests annually, showcasing experience relevant to optimizing project intake and demand management processes.
Massachusetts Trial Court ServiceNow BA / ServiceNow Trainer 11/2023 - 06/2024
Remote
- Partnered with remote teams to assist in the creation and delivery of interactive virtual training sessions, improving their proficiency in utilizing ServiceNow for incident reporting, service requests, and knowledge management, which can aid an organization in obtaining better usage of modules like SPM.
- Collaborated with training and IT departments to support the assessment of current ServiceNow training programs and aided in crafting and presenting customized training for essential ITSM processes (incident management, service request, change management), promoting a 30%
improvement in user adoption and platform efficiency.
- Developed and maintained comprehensive training documentation, including user guides, quick reference sheets, and training presentations, to support ServiceNow users on ITSM processes.
- Translated user feedback on incident and service request processes into actionable recommendations, contributing to the refinement of ServiceNow workflows and related knowledge articles.
- Facilitated interactive Q&A sessions and workshops post-training to reinforce learning, address specific user challenges, and gather further insights for platform optimization.Comcast 02/2023 - 08/2023
ServiceNow Support/Business Analyst IV Philadelphia, PA
- Engaged extensively with various business units to facilitate ServiceNow adoption, contributing to a 35%
increase in platform utilization across four units, demonstrating the ability to help an organization achieve more productivity from ServiceNow modules.
- Set up Performance Analytics dashboards for KPI tracking and executive reporting.
- Collaborated with leadership to offer input in the development of strategic recommendations for IT governance, jointly informing key executive decisions.
- Teamed with change management and IT operations to drive improvements in change request processing efficiency by 25%, supporting a reduction in average processing time from 4 days to 3 days.
- Provided critical input during ServiceNow upgrade planning, assessing platform impact and identifying opportunities for new features to improve process flows and overall platform productivity.
Veritiv 10/2014 - 12/2022
Support Analyst/Change Manager/ServiceNow Admin/BA Exton, PA
- Worked with diverse departmental teams to administer and maintain the ServiceNow platform with
99.9% uptime, supporting core ITSM processes including incident, problem, and change management.
- Engaged with analytics and process improvement teams to conduct in-depth analysis of incident ticket trends, jointly identifying recurring issues and providing recommendations for process improvements and workflow enhancements within ServiceNow, documenting requirements and potential solutions to stakeholders. This experience is foundational for optimizing workflows within modules like SPM.
- Worked with cross-functional teams to manage and prioritize the overall ITSM backlog (including incidents, problems, and changes) based on impact and urgency, ensuring timely resolution and adherence to SLAs, and facilitating communication between technical and non-technical teams.
- Delivered robust production system support for ServiceNow by investigating, diagnosing, and resolving complex data integrity issues and system bugs, ensuring platform reliability for end-users.
- Championed quality assurance throughout the change management lifecycle by liaising with QA and development teams to enforce best practices during system implementations and updates.
U.S. Navy 12/1997 - 10/1999
Aviation Mechanic Egress Various Locations
- Executed comprehensive inspections, maintenance, and repairs on critical aircraft egress systems,
including ejection seats and canopy jettison mechanisms, consistently ensuring 100% operational readiness and upholding stringent U.S. Navy safety standards.
- Expertly managed, handled, and installed a diverse range of explosive devices and pyrotechnic components vital for emergency escape systems, maintaining meticulous inventory and flawless adherence to all safety protocols and technical directives.
- Successfully diagnosed and rapidly resolved complex malfunctions in egress and associated life support systems, demonstrably minimizing aircraft downtime and significantly contributing to squadron mission preparedness and operational tempo.
- Maintained exacting, audit-ready records for all maintenance actions, system configurations, and component life cycles, ensuring full compliance with naval aviation documentation standards and supporting robust quality assurance programs.
- Proactively identified opportunities for process improvements in egress system maintenance and safety checks, leading to enhanced system reliability and a consistently high level of aircrew confidence.
