Summary
Overview
Work History
Education
Skills
Timeline
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Allison Jackson

Chesterfield,MO

Summary

Dedicated ServiceNow Implementation Specialist with over 10 years of experience in designing, configuring, and implementing ServiceNow solutions to meet business needs.

Excel in communication, problem-solving, and adaptability, leveraging these soft skills to meet diverse client needs and navigate complex projects with ease.

Overview

10
10
years of professional experience

Work History

Sr. ServiceNow ITSM Implementation Specialist

Olin
St. Louis, Missouri
07.2018 - Current
  • Lead end-to-end implementation projects for ServiceNow IT Service Management (ITSM), including Incident, Problem, Change, and Service Catalog Management modules.
  • Collaborate with stakeholders to gather requirements, analyze business processes, and design solutions that align with organizational goals.
  • Configure ServiceNow applications, workflows, UI policies, and user roles based on best practices and client-specific needs.
  • Conduct user acceptance testing (UAT) and provided training and documentation to ensure smooth adoption of ServiceNow solutions.
  • Manage upgrades, patches, and enhancements to ServiceNow instances, ensuring minimal disruption to ongoing operations.
  • Act as a subject matter expert (SME) for ServiceNow, providing guidance and support to junior team members and stakeholders.

Senior ServiceNow Business Analyst

Nisa Investment Advisors
St. Louis, MO
03.2014 - 06.2018
  • Collaborate with IT and Process Owners to gather and develop business requirements
    for system enhancements
  • Implemented Configuration Management Database with Discovery in ServiceNow
  • Setup and maintain multiple MID servers with discovery schedules and reporting for data
    inaccuracy
  • Integrated Asset Management with mobile asset tracking in CG4
  • Developed Service Portal with branding, customized widgets, and pages
  • Build interactive reports and analyze data to help accurately measure the effectiveness
    and efficiency of ITIL processes
  • Migrated all on-call calendars to one central location in ServiceNow
  • Reformed impact and urgency algorithm to achieve more accurate incident prioritization
  • Technical writing of policies and procedures for Incident management, change
    management, and asset management

Education

Bachelor of Science - Information Science And Technology

Missouri University of Science And Technology
Rolla, MO
05-2011

Skills

  • Proficient in ServiceNow ITSM modules (Incident, Problem, Change, Service Catalog)
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Configuration Management
  • Ability to work effectively in a team and independently

Timeline

Sr. ServiceNow ITSM Implementation Specialist

Olin
07.2018 - Current

Senior ServiceNow Business Analyst

Nisa Investment Advisors
03.2014 - 06.2018

Bachelor of Science - Information Science And Technology

Missouri University of Science And Technology

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Allison Jackson