Raleigh

O'Connell
393 Erdman Springs
New York
NY

Phone
+1 (555) 548 9422
EXPERIENCE
Los Angeles, CA
SERVICENOW ADMINISTRATOR & DEVELOPER
11/2016 – present

 Perform system and application configuration and management. Provide level 2 customer
support of tickets assigned to the ServiceNow team
 Provides analysis of problems while working toward solutions to technical issues
 Complete development, configuration and workflow administration to support business
processes in the platform
 Actively manages the life-cycle of the platform
 Document technical architectures that could be clearly understood and immediately used by
developers to construct code and unit test
 Use SCRUM/Agile development methodologies
 Participate in the full software development life cycle: Analysis, Design, Coding, Testing,
Training, and Operational Support

San Francisco, CA
SERVICENOW ADMINISTRATOR / DEVELOPER
01/2013 – 09/2016

 Works directly with IT Management to align ServiceNow with IT organization strategy

 Establish and follow governance to allow for cohesive development from multiple
organizations and teams
 Works closely with application administrator to understand impact of work
 Provides training and may lead the work of others
 Configuration/Customization of the ServiceNow system including workflows
 Serves as a liaison among development teams, application services, and the business,
including functioning as a subject matter expert (SME)
 Uses scripting tools and ServiceNow functionality, create script to automate routine tasks
being done in ServiceNow

Dallas, TX
SERVICENOW ADMINISTRATOR
10/2006 – 08/2012
 Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies
that can provide benefit while reducing risk
 Provide configuration update support and functionality checking within the development
cycle of ServiceNow
 Work closely with ServiceNow functional team to build requested items and tasks using
workflows to manage processes from the customer to the fulfillment teams
 Work with development team to migrate updates into the production environment
 Developing, testing, deploying and updating workflows and approval flows and rules
 Develop systems integrations and process automation – fully utilizing the platform’s
workflow capabilities
 Work with functional and admin teams to deliver automated workflow solutions in
ServiceNow

EDUCATION
Bachelor’s Degree in Computer Science
HOFSTRA UNIVERSITY
SKILLS

 Self-starter with excellent attention to detail, ability to multitask, and effective time
management skills
 Demonstrable professional and proactive approach, with the ability to challenge and question
appropriately
 Methodical with excellent attention to detail, and ability to produce accurate results whilst
working to tight deadlines
 Effective and strong team player, with demonstrable experience of building productive
working relationships in a ‘virtual’ environment
 A good understanding of “Quality” as it relates to customer satisfaction
 Self-motivated individual who can work with limited direction, while keeping key
constituents apprised of project status, and ability to grasp concepts quickly
 Strong presentation skills with the ability to create documentation including policy and
presentations
 Ability to produce high quality technical documentation and analysis
 Excellent customer service skills with ability to be tactful and diplomatic
 Ability to work flexible hours and be available 24x7x365