Martial Nyendi
ServiceNow Administrator
Crossroads,TX
Summary
As a ServiceNow Administrator with over 6 years of experience, I responsible for managing and optimizing the ServiceNow platform. Furthermore, I possess a strong understanding of IT Service Management (ITSM) and ITOM processes and best practices. I have expertise in configuring and customizing service modules, workflows, and integrations to meet organizational needs. I possess problem solving skills and have a proven track record of successfully implementing and supporting ServiceNow solutions. I am proficient in User Management, System Administration and delivering effective training and documentation to end users.
Overview
9
9
years of professional experience
Work History
ServiceNow Administrator
CYFENDRY CONSULTING,
01.2019 - Current
- Perform root cause analysis and remediation for integration, system reporting, and data issues.
- Knowledge of ServiceNow applications for Incident, Change, Problem, CMDB and reports.
- Work with ITSM teams to identify areas of improvement on Incident, Problem, Service Catalog.
- Fulfillment process to achieve process maturity.
- Experience in following the Agile methodology to create changes in quick and quality succession.
- Implement the UI to administer Tables, Fields, and Relationships.
- Review test scripts and perform UAT testing prior to development.
- Experience in creating service catalogs, catalog client scripts, variable sets, and UI policies.
- Implement new functionality using client scripts, business rules, ACL, UI policies and UI actions.
- Use data driven techniques, analyze and interpret data.
- Integration with LDAP active directory.
Service Now Administrator
Ebotech Solutions
10.2015 - 11.2018
- Use administration of common platform applications: knowledge base, service catalog, work flows, SLAs, reporting etc.
- Managing client scripts, UI actions, and data policies.
- Moving data in and out of an instance using import sets and transform maps. Also auto import of data into ServiceNow.
- Define SLAs, notifications and reports
- Integration of ServiceNow with LDAP for authentication.
- Integration of ServiceNow with BMC remedy for ticket creation on Change Submit.
- SME on incident management, change management and knowledge articles.
- Migration of customization from one instance to another.
- Environment setup, installation, configuration, development, functional process setup and support of remedy ARS.
- Deliver new and quality solutions to clients in response to varying business requirements.
ServiceNow Business Analyst
Ebotech Solutions
03.2014 - 10.2015
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Collaborated with stakeholders to define project objectives and criteria.
- Performed gap analysis to identify areas of improvement.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Executed analysis of risks and identified risk mitigation strategies.
- Analyzed open orders, backlog, and sales data to provide sales team with insights.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Created dashboards to monitor and track key performance indicators.
Education
Bachelor of Science - Cloud Computing
Western Governors University
Salt Lake City, UT05.2021
Skills
- Red Hat Virtualization
- SOP Writing
- Monitoring Recovery
- Workstation Maintenance
- Train Users
- Conducting Daily Audits
- Remote Desktop Services
- User Experience
- Analytical and Methodical
- Critical Thinking and Analysis
- Interpersonal and Written Communication
- DNS Lookup
- Local Area Network (LAN) Software
- Wireless Access Point
- Update Configurations
- Wide Area Network (WAN)
- Maintenance Organization and Development
- Testing and Quality Assurance
- Remote Conferencing Support
- Diagnosis and Troubleshooting
- Cloud Management
- VMware and Oracle (VM)
- LAN and WAN Control
- Permissions and Access Control
- Customer Satisfaction
- New Technology Integration
- Requirements Definition
- Javascript
- XML
- Reports
- Dashboards
- SDLC framework
- UI policy
- ITIL best practices
- Business Rules
- Data policy
- UI actions
- Client Scripts
- Business Processes
- ITSM
- Test Scripts
- UAT
- Integration
- Automated testing framework
- Agile development
- Jira
- Microsoft Office
- GITHUB
- Trello
- Conflict Management
Timeline
ServiceNow Administrator
CYFENDRY CONSULTING,
01.2019 - Current
Service Now Administrator
Ebotech Solutions
10.2015 - 11.2018
ServiceNow Business Analyst
Ebotech Solutions
03.2014 - 10.2015
Bachelor of Science - Cloud Computing
Western Governors University