ServiceNow Sr Business Analyst & Administrator at United Federation of Teachers Welfare Fund (2024-12 – Present)
- Configured NowAssist Admin for ITSM, including Incident AI Summarization, Suggested Resolutions among other features
- Set up Virtual Agent with NowAssist allowing for dynamic conversation and catalog ordering capabilities in the VA chat in lieu of legacy manually configured topic blocks
- Stood up AI Search capabilities in the Employee Center Pro global search, allowing for a more robust search experience across client catalogs, knowledge libraries and selected external online resources
- Coordinated with business stakeholders and Managed Services Partner to implement and improve ServiceNow modules (ITSM, HRSD, SPM, IntegrationHub, ATF)
- Engineered end-to-end ServiceNow solutions across ITSM and HRSD, converting business requirements into scalable platform configurations
- Developed automated workflows, business rules, and REST API integrations to eliminate manual processes and improve operational efficiency
- Partnered with platform owner to vet ServiceNow third party vendor offerings including technical capabilities, delivery track records, and governance alignment
- Oversaw Managed Service Partner resources and internal SMEs to ensure quality delivery and clear accountability across all contributing parties
- Investigated emerging ServiceNow AI offerings — including AI Search, Now Assist, and AI Agent — to evaluate feasibility and advance intelligent, automated workflows
- Executed proof-of-concept initiatives to validate proposed solutions and identify opportunities to expand platform value
- Drove platform adoption by leading role-based training sessions and workshops for end users, administrators, and business stakeholders
- Partnered with Product Owners across multiple departments to drive UAT sign-off and ensure enhancements met defined requirements
- Created technical documentation, including user guides, self-service knowledge articles, standard operating procedures (SOPs) and system configurations
ServiceNow Technical Business Analyst at Infosys (2021-12 – 2024-12)
Provided professional administration and development support to enterprise scale clients, including Tyson Foods, Cummins and Blue Shield of California
- Configured and customized various applications in ServiceNow modules (ITSM, HRSD, CSM, GRC) to streamline and enhance user experience
- Leveraged Service Portal, Service Catalog, Knowledge Base, Flows, Workflows, Business Rules and Client Scripts
- Collaborated with the Risk & Compliance team to develop updated High, Medium and Low Risk Assessment Surveys for onboarding of vendors in the IRM module
- Led Knowledge Transfer instruction sessions training both the ITSM and HRSD Development teams on the use of Automated Test Framework module (ATF) and incorporated it as part of both development teams' SDLC lifecycle
- Updated and expanded team's entire Automated Test Framework (ATF) test library in support of ServiceNow annual version upgrade regression testing
- Administered security configurations, including access controls, user management, and data protection for secure and compliant operations
- Functioned as backup for Development Team lead when lead was unavailable/on leave
- Created custom reports, dashboards & portal widgets per client specifications
CSA Admin & Analyst at ServiceNow Bootcamp/Apprenticeship (2021-06 – 2022-11)
Completed an intensive ServiceNow Boot Camp in ServiceNow administration, business analysis, development and testing.
- Developed a strong understanding of ServiceNow platform architecture, data structures, and industry best practices
- Acquired in-depth knowledge of ServiceNow ITSM modules, including Incident, Change, Problem, and Asset Management, and their configurations
- Received ServiceNow CSA (Certified System Administrator) & ITILv4 certifications
Tradeshow Coord./Promotions at Freelance (2011-02 – 2021-03)
- Coordinated between client and venue to maximize product visibility at trade shows
- Recruited, trained and supervised Brand Ambassador teams for client promotional events
- Customized design layouts for trade show event spaces for an individualized experience
Help Desk Trainer at KPMG (2006-08 – 2010-05)
- Conducted thorough stakeholder interviews to gather requirements, ensuring a comprehensive understanding of business needs and objectives
- Leveraged data analysis tools to assess process performance, identify bottlenecks, and recommend improvements to drive operational excellence
- Conceptualized and narrated technical training modules for global Service Desk teams
- Composed and edited scripts for the entire Service Desk training curriculum
- Recorded, edited, and mixed down finished audio product using DAW program
IT Trainer at Verizon Wireless (1996-08 – 2006-07)
- Created and maintained accurate technical documentation, including user guides, standard operating procedures, and system configurations
- Authored reference data training program, including all manuals and curriculum
- Instructed developer classes around the country of up to 30 students per session
- Streamlined tax code input into SQL during a major merger, cutting upload times by 80%
