Morgan Kauser

IT professional with 7+ years of experience administering ServiceNow and Microsoft 365 environments end to end. Proven track record leading ServiceNow platform upgrades, ITSM process improvements, and workflow automation that reduce manual effort and strengthen service delivery. Skilled in managing the full user lifecycle across Microsoft 365 and Active Directory, including provisioning, security groups, licensing, and access management, while maintaining strict security and compliance standards.

Deep hands-on expertise across Incident, Change, Asset, Contract, CMDB, and Service Catalog modules, with a consistent focus on turning ServiceNow configuration work into measurable operational gains — faster resolution times, higher self-service adoption, and more reliable IT service delivery.

Contract Analyst | ServiceNow Administrator - World Group

(2019-01)

• Redesigned ITIL-aligned Helpdesk workflows in ServiceNow, cutting manual ticket handling and improving overall resolution efficiency across IT teams.
• Built and maintained a custom Service Portal with responsive, user-friendly interfaces, improving the self-service experience for end users.
• Partnered with leadership and stakeholders to scope and prioritize platform enhancements, keeping ServiceNow capacity aligned with business growth.
• Reduced service disruptions by introducing proactive monitoring and faster incident diagnosis on the ServiceNow platform.
• Led ServiceNow version upgrades with zero downtime, maintaining full compliance with organizational policy throughout.
• Redesigned forms, interfaces, and modules to streamline day-to-day workflows and improve the end-user experience.
• Delivered ServiceNow training sessions that increased feature adoption across departments.
• Owned the end-to-end IT Asset Management (ITAM) lifecycle for laptops, printers, peripherals, and network gear, improving inventory accuracy.
• Rolled out Contract Management functionality, centralizing contract tracking and cutting administrative overhead.
• Configured and enhanced Asset Management, Change Management, and Service Catalog applications for seamless integration with existing workflows.
• Automated repetitive processes with Flow Designer, freeing staff time for higher-value work.
• Implemented Virtual Agent and Knowledge Management solutions, accelerating incident and problem resolution.
• Built custom dashboards and reports, giving IT and business stakeholders real-time performance insights.
• Implemented and maintained CMDB, ensuring an accurate, up-to-date inventory of infrastructure components and relationships.
• Developed custom Service Portal widgets (JavaScript, HTML, CSS) powering a real-time external site status page.

IT Specialist - World Group

(2018-01 - 2023-12)

• Provided hands-on troubleshooting across hardware, software, and network environments, minimizing downtime for end users.
• Designed hardware asset management processes spanning procurement through disposal, ensuring compliance with organizational and industry standards.
• Collaborated cross-functionally to build and optimize the company's ITSM platform, improving service delivery and support workflows.
• Configured and customized ServiceNow instances — incident, problem, change, and asset management — to streamline IT operations.
• Authored SOPs for troubleshooting, escalation, and problem resolution, standardizing service delivery across the team.
• Managed the full hardware/software asset lifecycle, reducing costs and improving asset visibility and resource allocation.
• Coordinated vendor relationships and contract negotiations, securing timely delivery and favorable service agreements.
• Delivered user training on the ITSM platform and hardware/software systems, improving end-user efficiency and satisfaction.
• Maintained detailed asset, incident, and service records, ensuring audit- and compliance-ready documentation.
• Led process improvement initiatives that reduced response times and raised overall IT support quality.
• Administered the Microsoft 365 tenant — account creation, licensing, mailbox management, distribution groups, shared mailboxes, and security groups.
• Managed Active Directory user accounts, security groups, OUs, and group memberships to maintain accurate access control.

Order Entry Specialist / Billing Administrator - Containerport Group / World Group

(2014-01 - 2018-12)