Summary
Work History
Education
Skills
Certification
Training
Timeline
Generic
Scott Addington

Scott Addington

Huntersville,NC

Summary

Senior IT Service Management experience in IT SACM/Incident/Change/Release/Process Improvement within the BMC and ServiceNow cloud based platforms. Vast experience of the Information Technology Service Management (ITSM) model and processes, based on the ITIL Service Management framework and the successful application of this model across all aspects of the delivery. This includes the strategic, design, transition, and operation services and continuous service improvement – focusing on all 5 phases of ITIL implementation. Also, focused on keeping clients satisfied with the company's services through managing projects, fixing any reliability issues, tracking service metrics, managing budgets and helping lead the professionals responsible for getting services delivered to clients.

Work History

SACM / CMDB / ITOM / ITAM Engineer

Trinity Health
03.2022 - Current
  • Senior Service Asset and Configuration Management (SACM) and Configuration Management Database (CMDB) professional with extensive experience supporting large-scale healthcare and enterprise environments.
  • Proven expertise in ServiceNow, ITOM, ITAM, Discovery, Service Mapping, Event Management and CMDB administration, ensuring accurate and reliable configuration data for mission-critical operations.
  • SACM / CMDB / ITOM / ITAM Engineer
  • CORE COMPETENCIES: ServiceNow CMDB Administration and Governance, Service Asset & Configuration Management (SACM), ServiceNow Discovery and ITOM, Service Mapping and Application Mapping, CMDB Health and Data Integrity Management, Identification, Reconciliation, Merge, and Purge Processes, Configuration Item (CI) Lifecycle Management, Data Validation and Quality Assurance, ITIL Best Practices and Process Improvement, KPI Monitoring and Performance Reporting, Root Cause Analysis and Problem Resolution, Service Mapping.
  • TECHNICAL EXPERTISE: ServiceNow Administrator Fundamentals, ServiceNow CMDB Micro-Certification, Service Mapping Fundamentals, ServiceNow CMDB Workspace, Troubleshooting Now Platform, ServiceNow ITOM / SACM, BMC Remedy Administration, BMC Atrium Integration, BMC ADDM Discovery, Remedy/Atrium to ServiceNow Data Migration, ServiceNow and BMC Reporting.
  • KEY RESPONSIBILITIES & ACHIEVEMENTS: Validate daily discovery imports and data synchronization into the ServiceNow CMDB to maintain accurate and current configuration records, Support enterprise healthcare operations by ensuring CMDB data integrity across infrastructure, applications, and services, Monitor discovery processes, reconciliation jobs, and CMDB health checks to maintain compliance with established KPIs and service levels.

ServiceNow Application / Portfolio Management

Citrix - Wipro
05.2021 - 03.2022
  • Manage the ServiceNow platform for developing, installing, configuring and troubleshooting ServiceNow applications as well as integrating it with other programs.
  • Identify deficiencies and provide solutions.
  • Customize applications to facilitate the use of new applications and customization.
  • ServiceNow Application / Portfolio Management
  • ITSM/ServiceNow/APM/CMDB resource, Service-Now certified Administrator and consultant, ITSM process consultant with focus on Change & Configuration management w/ special interest in SACM.
  • ITSM Configuration & Asset SME consulting on ServiceNow, Knowledge of ServiceNow fundamentals, ServiceNow Discovery Fundamentals, and Service Mapping fundamentals knowledge.
  • Excellent communicator and able to work with teams in various locations, Identify trends and potential issues and take a proactive approach to solve them.

System Ops Engineer

Wells Fargo – ATR International
Charlotte, NC
01.2021 - Current
  • Quality Assurance, Change, Release and Deployment Management.
  • Change Preparedness and Readiness for audit reviews.
  • Identify opportunities to reduce manual work and process improvement.
  • System Ops Engineer - Enterprise Incident/Problem Management
  • Implement best practices across Change, Release and Problem areas, ServiceNow testing and validation of process design and flow.
  • Planning, developing, and implementing effective quality assurance policies and procedures.
  • Developing, testing, monitoring, and modifying processes for every defined cycle.

ITSM Applications/Configuration & Asset Management

Trinity Health
Livonia, Michigan
04.2018 - 07.2020
  • Validation of daily SACM-BMC Discovery/ADDM discovered data into BMC Atrium CMDB with proper transfer of data to ServiceNow for the healthcare organization of 86 hospitals in 21 states which supports over 23,000 physicians, to ensure that all data is current and updated for mission critical operations.
  • Monitor Configuration Items (CIs) and services are constantly.
  • Lead weekly tech meetings between Configuration, Architectural and Application engineers to discuss and isolate any issues.
  • ITSM Applications/Configuration & Asset Management
  • Coordinated with team to provide the right inputs for process definitions, Service maps updates for all support groups, in ServiceNow for a service-aware system data.
  • Ensured requirements on ITIL V3 aligned service management processes.
  • Point of contact for escalations around IT processes in the organization.

Business Systems Consultant 5

Wells Fargo – ATR International
Charlotte, NC
10.2016 - 02.2018
  • As a consultant in the ETRIM Incident Categorization Project, I worked with various lines of business (LOB) within the organization to achieve a product categorization update.
  • By doing this successfully, a reduction of 35%, by correcting misaligned categories and sub categories along with correcting duplicate entries due to incorrect product owners.
  • Business Systems Consultant 5 - Enterprise Incident and Release Management
  • Owner and manager of the Incident, Major Incident and Problem Management processes globally, with overall accountability for process strategy, execution and continual improvement.
  • Set the direction for ongoing maturation of ITSM tool to ensure maximum effectiveness with respect to process execution and reporting capabilities.

Senior Analyst

Lowe’s Companies, Inc.
Mooresville, NC
06.2013 - 09.2016
  • Increased IT System’s components overall efficiency by 45% by being properly defined and managed and identified.
  • Enterprise equipment was validated and tagged to nearly 95% of the assets and configuration items in the environment, controlled changes to the items and automated processes to make the overall Infrastructure more efficient.
  • IT Service Management Configuration & Asset Management - Senior Analyst
  • Established the first successful BMC Discovery Configuration Management Database (SACM/CMDB) in Lowe’s Organization, for total asset ownership.
  • Usage of ITIL and ITSM best practices.
  • Introduced 3 Phase Road-map for ITSM process improvement initiative.

Senior Lead

Lowe’s Companies, Inc.
Mooresville, NC
11.2008 - 06.2013
  • The primary focus of Change Management is to ensure all auditable SOX requirements/documentation is provided and ensuring that standardized methods and procedures are followed.
  • As systems multiplied along with company growth the volume of approved changes increased drastically for regular maintenance/system updates/reoccurring and low risk change requests.
  • IT Service Management Change/Problem Senior Lead
  • Organized necessary bridge lines or online meetings to address problems from changes or system outages.
  • Lead business risk, self-assessment, and implementation of action plans.

Team Lead

Lowe’s Companies, Inc.
Wilkesboro, NC
06.1997 - 11.2008
  • The IT Service Desk was the central point of contact between store users and Enterprise IT.
  • The inbound call volume increased by 15% each quarter, so I provided a resolution to the hold times and dropped calls.
  • IT Service Desk - Team Lead
  • Implemented the specific data for SOX audits for Incident and Change Management.
  • Supervised 150 people & 3 call centers for sufficient call flow for high impact, escalations or disasters.

Education

Bachelors - Architectural Technology

Forsyth Technical Community College

Finance, Project Management, Business Management, Communication

UNCC

Skills

  • Configuration Management
  • BMC Discovery
  • Configuration Management Database
  • BMC Asset Management
  • Environment/System monitoring
  • ServiceNow CI
  • ServiceNow reporting
  • SACM
  • Configuration Items
  • BMC Configuration Discovery
  • REST
  • API
  • HTML
  • JavaScript
  • Service Modeling
  • Architecture
  • Application Mapping
  • SLA
  • Oracle DB
  • Change Management
  • Problem Management
  • Process Management
  • Process Improvement
  • Continual Service Improvement
  • SAP Module Implementation
  • Automation
  • SDLC
  • Project documentation
  • Software Maintenance

Certification

  • ServiceNow Certified System Administrator
  • ServiceNow Micro-Certification CMDB Health
  • ServiceNow CMDB Fundamentals
  • BMC Remedy CMDB/Asset Management
  • ITIL (IT Infrastructure Library) Foundations v2 and v3
  • ITIL Operational Support & Analysis (OSA) v3
  • ITIL Release, Control & Validation (RCV) v3
  • ITIL Continual Service Improvement (CSI) v3

Training

  • ServiceNow CMDB/Asset
  • ServiceNow Mapping Extra
  • ServiceNow Choose a Population Method for Application Services
  • ServiceNow Service Mapping using Agent Client Collector
  • ServiceNow Service Mapping Art of Possible Part 1 -5
  • ServiceNow Enterprise Architecture
  • ServiceNow ITOM Service Mapping
  • ServiceNow Master Tagging Tag Based Service Mapping
  • ServiceNow Leverage Machine Learning for Top-Down Service
  • ServiceNow IntegrationHUB ETL
  • ServiceNow CMDB Workspace
  • ServiceNow Fundamentals
  • ServiceNow Platform Admin Fundamentals
  • ServiceNow Introduction to Flows
  • ServiceNow Mid Server Installation
  • ServiceNow CMDB Health Simulator
  • BMC Remedy (Multiple versions)
  • BMC Discovery Creating Patterns/Service Mapping
  • BMC Remedy Change Management
  • BMC Remedy Problem Management
  • BMC Remedy Service Desk
  • Conducting Effective Meetings
  • Project Management Jump Start
  • Six Sigma Onsite Training
  • ServiceNow Applications/Mapping
  • HDI – Proactive Problem Management
  • Situational Leadership
  • Dale Carnegie Course

Timeline

SACM / CMDB / ITOM / ITAM Engineer

Trinity Health
03.2022 - Current

ServiceNow Application / Portfolio Management

Citrix - Wipro
05.2021 - 03.2022

System Ops Engineer

Wells Fargo – ATR International
01.2021 - Current

ITSM Applications/Configuration & Asset Management

Trinity Health
04.2018 - 07.2020

Business Systems Consultant 5

Wells Fargo – ATR International
10.2016 - 02.2018

Senior Analyst

Lowe’s Companies, Inc.
06.2013 - 09.2016

Senior Lead

Lowe’s Companies, Inc.
11.2008 - 06.2013

Team Lead

Lowe’s Companies, Inc.
06.1997 - 11.2008

Bachelors - Architectural Technology

Forsyth Technical Community College

Finance, Project Management, Business Management, Communication

UNCC
Scott Addington