Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Chasidy Jackson

Summary

Dedicated and results-driven ServiceNow Business Analyst and Quality Assurance Tester with over 6 years of experience in Information Technology Service Management (ITSM). Proven track record in managing diverse project requirements in fast-paced environments, with expertise in Change Management and Incident Management. Skilled in enhancing Service Catalog and Self-Service Portal functionalities in ServiceNow. Proficient in gathering and analyzing business requirements to define project scope and functional specifications. Strong collaborator with the ability to work effectively with partners, management, designers, and QA teams to drive successful project outcomes. Experienced Product Owner with a commitment to delivering high-quality results on time while adapting to evolving project demands.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Systems Analyst

Wellstar Hospital
06.2019 - Current
  • Experience of eliciting requirements and conducting business process reviews/documentation while applying detailed knowledge of ServiceNow to design optimal solution
  • Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
  • Collaborated closely with developers during design reviews to ensure proper implementation of business requirements in software applications.
  • Streamlined testing processes by designing comprehensive test plans, executing test cases, and reporting defects for prompt resolution.
  • Experienced in System Development Life Cycle (SDLC) processes including client requirement analysis and system design
  • Developed and maintained quality assurance procedure documentation.
  • Completed in-depth usability testing on Windows, Android and iOS mobile devices.
  • Built automated test scripts to handle repetitive software testing work.
  • Boosted client satisfaction levels through timely resolution of critical issues via troubleshooting, debugging, and root cause analysis techniques in a complex ServiceNow environment.
  • Optimized performance of existing applications through continuous monitoring, identifying bottlenecks, and applying necessary patches or updates.

IT Support Engineer

Microsoft
11.2017 - 06.2019
  • Installed, configured, tested and maintained operating systems, application software, and system management tools.
  • Enhanced system performance by optimizing ServiceNow configurations and customizations.
  • Increased user satisfaction through effective communication and timely resolution of support tickets.
  • Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
  • Maintained up-to-date knowledge of ServiceNow platform enhancements and applied them to improve business processes.
  • Boosted team collaboration by effectively communicating with developers, project managers, and other stakeholders to ensure clear understanding of requirements and deliverables.

Education

Bachelor of Science - Health Administration

Albany State University
Albany, GA
05.2017

Skills

  • User Acceptance testing
  • Automation testing
  • Manual Testing
  • Defect Tracking and Reporting
  • Test Plans and Test Methodologies
  • Quality Assurance
  • Regression Testing
  • Software Development Tools: JIRA, Confluence
  • Test case design
  • Software development life cycle
  • Python and C

Certification


  • CSA - Certified Servicenow Administrator

Timeline

Systems Analyst

Wellstar Hospital
06.2019 - Current

IT Support Engineer

Microsoft
11.2017 - 06.2019

Bachelor of Science - Health Administration

Albany State University

Similar Profiles

CREATE PROFILE
Chasidy Jackson