Jacqueline Adjei
Johnstown,OH
Summary
ServiceNow Administrator with experience in end-to-end system administration, including system configuration, user administration, and incident management. Proven ability to maintain system security and system integrity.
Overview
11
11
years of professional experience
1
1
Certification
Work History
ServiceNow Administrator (Contract)
OPTOMI (Client Humana)
Johnstown, OH
03.2021 - 12.2023
- Managed change requests effectively, ensuring minimal disruption to ongoing operations while implementing necessary modifications to platform.
- Utilized CMDB to analyze and manage over 10,000 IT assets, identifying patterns and trends that led to 15% improvement in asset utilization and reduction in redundant resources.
- Led team of 5 in successful integration of ServiceNow with third- party tools (such as Slack and Microsoft Teams) over 4-month period, facilitating better communication and incident management processes, and resulting in 20% improvement in response times for critical incidents.
- Developed and maintained 0ver 50 custom reports and dashboards, providing key insights into IT developer performance. Configured user accounts, and roles, introducing custom roles when required to ensure optimal system functionality.
- Assisted in managing Enterprise License true-up and reconciliation.
Unemployment Adjudicator
Ohio Department Of Job And Family Services
Columbus, OH
03.2020 - 02.2021
- Built reputation for professionalism and integrity through consistent adherence to ethical standards during adjudication process.
- Managed and resolved average of 50 unemployment claims per month, ensuring compliance with state and federal regulations.
- Conducted thorough investigations into disputed claims by analyzing case files, conducting interviews and reviewing relevant documentation, leading to 10% decrease in fraudulent claims compared to previous year.
- Prepared comprehensive reports detailing findings, conclusions, and recommendations for further action or appeal as necessary.
Care Coordinator, Lead
Quantum Health
Dublin, OH
07.2016 - 12.2019
- Performed monthly quality assurance evaluations on 18 team members to ensure service excellence were met by analyzing trends and monthly KPIs to determine additional training needs on benefits verification, authorizations for treatments based on health plans and HIPAA compliance.
- Conducted regular training sessions on soft skills and technical knowledge, resulting in continuous increase to team performance metrics.
- Trained new hires to ask probing questions to recognize additional member needs, including those beyond callers' current healthcare benefits and becoming advocates for members by communicating with network liaisons, clinical professionals and finance staff members at hospitals and medical offices.
- Fostered effective relationships with TPA and PBM contacts, ensuring smooth coordinations and resolution of complex member issues.
Facility Management Associate
Rutgers Law School, Newark
Newark, NJ
09.2012 - 05.2016
- Coordinated maintenance activities, reducing downtown by 15% year-over-year.
- Assisted in planning and execution of major school events accommodating over 1000 attendees, ensuring compliance with health and safety regulations.
- Manages daily operations of law school facility spanning over 225,000 feet, ensuring optimal functionality and safety for staff, students and visitors.
- Coordinated with contractors for major repairs and renovations ensuring projects were completed within budget and set timelines.
Education
Bachelor of Science - Political Science
Rutgers University
Newark, NJSkills
- Incident Management
- Agile Methodology
- Business Analysis
- Asset Management
- Requirements Gathering
- Application Development
- ITIL Framework
- System Configuration
- Service Catalog Management
- Data Management
- Effective Communication
- Adaptability and Flexibility
- Interpersonal Skills
- Analytical Skills
Certification
- Configure the CMDB Micro-Cert
- CMDB Health Micro-Cert
- Agile Development 2.0 Micro-Cert
- Flow Designer Micro-Cert
Timeline
ServiceNow Administrator (Contract)
OPTOMI (Client Humana)
03.2021 - 12.2023
Unemployment Adjudicator
Ohio Department Of Job And Family Services
03.2020 - 02.2021
Care Coordinator, Lead
Quantum Health
07.2016 - 12.2019
Facility Management Associate
Rutgers Law School, Newark
09.2012 - 05.2016
Bachelor of Science - Political Science
Rutgers University
- Configure the CMDB Micro-Cert
- CMDB Health Micro-Cert
- Agile Development 2.0 Micro-Cert
- Flow Designer Micro-Cert
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