Courtnee Bryant

Dynamic System Administrator and ServiceNow Application Developer with proven expertise in enhancing IT Service Management (ITSM) and Software Asset Management (SAM) processes through innovative solutions. Demonstrates exceptional problem-solving skills by identifying system defects and implementing effective solutions, leading to enhanced application performance and user satisfaction. Adept at driving quality assurance through meticulous testing methodologies, leveraging the Automated Test Framework (ATF) to ensure superior software functionality.

• ServiceNow Certified System Administrator (CSA), ServiceNow, 01/01/24
• Microsoft Certified: Azure Fundamentals (AZ-900), Microsoft, 01/01/24
• CompTIA Security+, CompTIA, 01/01/24
• Vulnerability Management Specialist, Qualys, 01/01/23
• Microsoft SharePoint Administrator, Microsoft, 01/01/22
• ServiceNow Micro-Certification – Flow Designer ServiceNow, 01/01/24
• ServiceNow Micro-Certification – Agile 2.0 & Test Management ServiceNow ,01/01/24
• ServiceNow CIS-ITSM, Certified Implementation Specialist ServiceNow, 01/01/24
• ServiceNow CAD, Certified Application Developer ServiceNow, 01/01/24

ITSM Implementation May 2024 – Present

• Designed and implemented ITSM modules for Incident, Change, and Service Request Management, significantly enhancing process workflows and achieving a 35% increase in operational efficiency.
• Developed and configured automated incident routing and escalation rules, resulting in a 30% improvement in response times and reducing manual intervention in ticket management
• Created and maintained comprehensive dashboards and reports in ServiceNow, leveraging Performance Analytics to track ITSM performance and support strategic planning.
• Led the migration of legacy data (Remedy) into ServiceNow using Import Sets and Transform Maps, achieving a seamless transition with 100% data integrity and eliminating data redundancy.
• Established a continuous improvement framework by gathering user feedback and adjusting ITSM processes based on performance metrics, leading to a 15% improvement in user satisfaction.
• Created and maintained comprehensive dashboards and reports in ServiceNow, leveraging Performance Analytics to track ITSM performance and support strategic planning.

User Identification/Routing system, Scoped ServiceNow Application April 2023 – Jan 2024

• Developed a dynamic user identification system that automatically assigns priority levels based on predefined criteria, improving response times.
• Created a client script to pull user status from their record and display it, allowing real-time identification and improving the efficiency of ticket handling.
• Built an email routing script to direct service portal requests based on user location and status for timely resolutions.
• Created and configured specialized knowledge bases for each department, with access control tailored to ensure only authorized users could view and contribute to relevant knowledge. Such as “Known Error” articles.
• Designed a tagging system for user accounts that categorizes users by department and service level, ensuring efficient handling of requests