ABANG JACKSON
JACKSON
McKinney,TX
Summary
Results-driven and detail-oriented ServiceNow Administrator and Developer with five years of experience in designing, developing, and implementing scalable ServiceNow solutions. Leveraging the full capabilities of the ServiceNow platform to drive digital transformation, enhance operational efficiency, and improve IT service delivery. Proficient in developing and customizing ServiceNow applications, implementing process automation, and optimizing workflows to enhance productivity and service efficiency. Expertise in ITSM, ITOM, ITAM, and ITBM, supported by a strong background in scripting, automation, and workflow optimization. Proficient in integrating ServiceNow with third-party applications using REST/SOAP APIs, MID Server, and other integration techniques to ensure seamless data flow and system interoperability. Strong knowledge of CMDB best practices, discovery, and asset lifecycle management to maintain an accurate IT environment. Experienced in ServiceNow App Engine, creating custom applications to meet unique business needs. Fervently committed to refining processes, optimizing automation, and crafting outstanding user experiences through avant-garde ServiceNow implementations. Synergistic team contributor with exceptional analytical insights, proficient problem-solving capabilities, and outstanding communication expertise. Dedicated to lifelong learning and remaining conversant with the latest advancements in ServiceNow to advance organizational success through digital transformation.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
6
6
Certifications
Work History
Senior ServiceNow Developer
Charles Schwab
Dallas, TX
05.2024 - Current
- Assisted in evaluating CMDB health scorecards by tracking key performance indicators (KPIs) for completeness, accuracy, compliance, and relationships
- Established governance policies for CMDB, improving data accuracy by implementing proper discovery processes and reconciliation rules
- Designed, developed, and customized ServiceNow applications to meet business requirements, ensuring seamless workflows and process automation
- Led the configuration and enhancement of IT Service Management (ITSM) and IT Operations Management (ITOM) modules, improving incident response times and service efficiency
- Developed advanced Business Rules, Client Scripts, Script Includes, UI Policies, and Flow Designer workflows to automate repetitive tasks and streamline service delivery
- Designed intuitive Service Catalog items and enhanced the ServiceNow Service Portal, improving user adoption and self-service capabilities
- Managed the Configuration Management Database (CMDB), improving asset tracking and discovery processes to maintain data integrity and compliance
- Successfully integrated ServiceNow with external systems such as Active Directory, SAP, AWS, Azure, Jira, and other enterprise applications using REST/SOAP APIs and MID Server
- Created dashboards and reports in Performance Analytics to provide real-time insights, enabling data-driven decision-making across teams
- Implemented Security Operations (SecOps), Governance, Risk, and Compliance (GRC) best practices to strengthen the security posture and ensure regulatory compliance
- Worked in an Agile environment, collaborating with cross-functional teams, conducting requirement analysis, sprint planning, and ensuring timely feature delivery
- Conducted training sessions for end-users and junior developers, improving adoption rates and ensuring best practices in ServiceNow development and administration
- Leveraged ServiceNow's Integration Hub and REST APIs to integrate with SailPoint, enhancing identity governance and administration processes across the organization
- Continuously monitoring system performance, identifying areas for improvement, and implementing enhancements to optimize the platform's efficiency
ServiceNow Developer/Engineer Consultant
Charles Schwab
Dallas, TX
05.2022 - 05.2024
- Improved CMDB data integrity by 40% by implementing governance policies and regular audits
- Designed and developed scalable ServiceNow solutions for enterprise clients, enhancing business processes and service efficiency
- Configured and optimized ITSM modules to streamline ticketing workflows and improve incident resolution times
- Created and deployed custom applications on the ServiceNow platform to address specific business requirements
- Developed Business Rules, Script Includes, UI Actions, and Client Scripts to enhance automation and system functionality
- Built and enhanced Service Catalog items, workflows, and approval processes to improve user request fulfillment
- Managed CMDB, implemented ServiceNow Discovery, and integrated ITOM capabilities to improve asset and infrastructure visibility
- Integrated ServiceNow with third-party tools using REST/SOAP APIs, improving data synchronization and process automation
- Developed custom dashboards and reports for stakeholders, providing visibility into system performance and service metrics
- Conducted training sessions for ServiceNow users and administrators to enhance adoption and knowledge of platform functionalities
- Identified inefficiencies in IT service processes and implemented automation solutions to enhance performance and reduce manual efforts
ServiceNow Developer
Prosperity Bank
Dallas, TxOregon
10.2021 - 10.2022
- Designed, developed, and customized ServiceNow applications to align with banking operations and IT service management needs
- Integrated Flow Designer with external systems using out-of-the-box spokes, ensuring smooth data flow between systems
- Responsible for managing the population of the CMDB using the CSDM model and Service Mapping, ensuring accurate representation of internal and external products
- Implemented and optimized Incident, Problem, Change, and Asset Management modules to enhance IT service delivery and asset tracking
- Developed Business Rules, Script Includes, UI Actions, and Flow Designer workflows to streamline banking service processes
- Created user-friendly Service Catalog items and enhanced the Service Portal to improve employee self-service capabilities
- Ensured regulatory compliance and security best practices by configuring appropriate access controls, audit logs, and role-based permissions
- Maintained an accurate Configuration Management Database (CMDB) by implementing discovery processes and reconciliation rules
- Integrated ServiceNow with Active Directory, Workday, Salesforce, and other banking enterprise systems to ensure seamless data exchange
- Created real-time dashboards and reports in Performance Analytics to provide insights into IT service performance
- Worked closely with IT teams, business analysts, and stakeholders to gather requirements, conduct UAT, and deliver enhancements
- Provided technical guidance, conducted training sessions, and documented processes to improve ServiceNow adoption within the organization
Jr. ServiceNow Developer
Prosperity Bank
Dallas, TX
10.2020 - 01.2021
- Assisted in the development and customization of ServiceNow applications, supporting ITSM and business process automation
- Created and modified Service Catalog items and workflows to streamline service request fulfillment
- Developed and maintained Business Rules, UI Policies, Client Scripts, and Script Includes to enhance platform functionality
- Supported the CMDB and IT Asset Management (ITAM) processes by ensuring data accuracy and assisting with ServiceNow Discovery
- Assisted in integrating ServiceNow with external applications using REST and SOAP APIs
- Participated in testing, debugging, and deploying ServiceNow solutions to ensure optimal system performance
- Provided support for end-users, helping resolve issues and improving system adoption
- Experienced in performing application and service mapping to ensure accurate representation of services within the CMDB, supporting effective service management
- Documented processes and best practices to enhance ServiceNow knowledge sharing within the organization
ServiceNow Administrator
Blue Shield Blue Cross
Dallas, TX
07.2019 - 01.2020
- Managed and configured the ServiceNow platform to meet business requirements, including creating and modifying tables, fields, business rules, UI policies, and workflows
- Maintained and optimized the Service Catalog by creating catalog items, order guides, and record producers, streamlining IT service requests and fulfillment
- Developed automated workflows and business rules using Flow Designer and Workflow Editor, reducing manual efforts and improving efficiency
- Assisted in the resolution of incidents and problems within the ServiceNow platform, enhancing service delivery and issue resolution processes
- Experience in leveraging AI to automate workflows, enhance decision-making, and solve complex problems
- This includes using AI-powered tools to streamline operations and analyze AI-driven insights
- Administered user roles, groups, and access permissions to ensure secure and appropriate access within the platform
- Designed and maintained Service Catalog items and workflows to streamline service request fulfillment
- Performed system updates, patches, and upgrades to keep the ServiceNow platform up-to-date and optimized for performance
- Generated reports and dashboards to track IT service performance and key performance indicators (KPIs)
- Provided technical support and training for end-users to improve adoption and usability of ServiceNow applications
- Identified and implemented process improvements to enhance efficiency and automation within IT service management operations
Cyber Security/Risk Analyst
General Buea Hospital, Cameroon
Buea, Cameroon
01.2015 - 01.2016
- Conducted security risk assessments to identify vulnerabilities and implemented mitigation strategies to protect hospital data and systems
- Developed and enforced cybersecurity policies to comply with healthcare regulations and industry standards
- Monitored and responded to security incidents, preventing unauthorized access and data breaches
- Implemented and maintained firewalls, intrusion detection systems (IDS), and antivirus solutions to safeguard hospital networks
- Managed user access controls, ensuring appropriate permissions and security clearance for healthcare professionals
- Implemented encryption protocols and data loss prevention strategies to safeguard patient records and sensitive information
- Conducted training sessions for hospital staff on cybersecurity best practices to reduce phishing and social engineering threats
- Created and maintained documentation relating to all security systems and configuration settings
- Designed security controls for systems and provide implementation statements using tools like CSAM
- Ensured adherence to regulatory requirements by conducting regular reviews of policies, procedures, and controls related to risk management practices within the organization.
- Investigated allegations to check validity and recommend actions to minimize risk.
- Improved decision-making processes by providing insightful recommendations based on thorough risk analysis.
Education
Bachelor of Arts -
University of Buea
Buea 03.2004 - 03.2007
Skills
- Service Level Agreements (SLA, OLA, UC)
- ITSM Process Implementation
- Service Catalog Management
- Incident Management
- Problem Management
- Change Management
- Release Management
- Knowledge Management
- IT Operations Management (ITOM)
- IT Asset Management (ITAM)
- Configuration Management Database (CMDB)
- Common Service Data Model (CSDM)
- ITIL v3
- ITIL v4
Certification
Certified ServiceNow System Administrator (CSA)
Timeline
Senior ServiceNow Developer
Charles Schwab
05.2024 - Current
ServiceNow Developer/Engineer Consultant
Charles Schwab
05.2022 - 05.2024
ServiceNow Developer
Prosperity Bank
10.2021 - 10.2022
Jr. ServiceNow Developer
Prosperity Bank
10.2020 - 01.2021
ServiceNow Administrator
Blue Shield Blue Cross
07.2019 - 01.2020
Cyber Security/Risk Analyst
General Buea Hospital, Cameroon
01.2015 - 01.2016
Bachelor of Arts -
University of Buea
03.2004 - 03.2007
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