Summary
Overview
Work History
Education
Skills
Certification
Timeline
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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

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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 -

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Michael SandersServiceNow Developer