Michael Sanders
ServiceNow Developer
Ethel,United States
Summary
Certified ServiceNow Developer with over 5 years of ServiceNow and over 15 years of IT experience. Adept at working within tight financial constraints to deliver the highest ROI possible with minimal investment. Keen awareness of help desk operations at every level and a knack for finding where improvements can be made.
Overview
12
12
years of professional experience
2
2
Certifications
Work History
ServiceNow Developer
Onshore Outsourcing
03.2022 - Current
- Implemented ServiceNow ITSM and CSM as the solo developer in the company
- Led the effort in improving processes from previous ITSM tool (EasyVista) to ServiceNow
- Built in-house solutions at low to no-cost including integrations with CXOne VRU, PowerBI and LogicMonitor
- Worked directly with our Help Desk teams to lower handle and resolution time of tickets with customized
- Built reports to show the ROI on improvements made to processes and flows while providing indicators on where we should target next
- Implemented AI solutions into ServiceNow (Predictive Intelligence, GPT summarizations, and more)
- Worked with external clients to deliver similar and more to their ServiceNow instances
Business Intelligence Analyst
Onshore Outsourcing
08.2020 - 03.2022
- Built PowerBI reports for all departments to analyze financial performance.
- Created, maintained and presented reports directly related to KPIs and SLAs of our various service desks.
- Led analysis efforts helping our teams drive improvement in areas needing it and highlighting success stories.
Help Desk Team Lead
Onshore Outsourcing
10.2012 - 08.2020
- Trained agents on processes and tools for being a help desk agent.
- Performed quality audits on all contact types
- Coached agents on areas of improvement based on key performance indicators, customer satisfaction and quality audit results.
- Complied and presented reports on metrics, trends and data analysis.
- Handled queue management making sure that agents were on task, getting the assistance they needed and the contact queues were being addressed as timely as possible
Education
No Degree - Computer Science
Missouri Western State University
Saint Joseph, MO 05.2001 -
High School Diploma -
Macon County R-IV
New Cambria, MO 05.2001 -
Skills
Report Generation
RESTful APIs
Workflow configuration
Test management
Incident Management
Knowledge management
Asset Management
JavaScript programming
Performance Analytics
Scoped Applications
Service Portal Design
Certification
ServiceNow Certified Application Developer
Timeline
ServiceNow Developer
Onshore Outsourcing
03.2022 - Current
ServiceNow Certified Application Developer
03-2022
Business Intelligence Analyst
Onshore Outsourcing
08.2020 - 03.2022
ServiceNow Certified System Administrator
08-2020
Help Desk Team Lead
Onshore Outsourcing
10.2012 - 08.2020
No Degree - Computer Science
Missouri Western State University
05.2001 -
High School Diploma -
Macon County R-IV
05.2001 -