Tammy Brandon
Tampa,FL
Summary
Business Systems Analyst and Certified ServiceNow Administrator (CSA) with a background in ServiceNow, business analysis, and ITSM process support. Brings hands-on experience owning Incident, Problem, Change, and Service Catalog workflows, translating stakeholder needs into user stories and acceptance criteria, supporting UAT, and building dashboards that improve visibility and decision-making.
Overview
1
1
Certification
26
26
years of professional experience
Work History
SR Associate is Business Systems Analyst
Amgen
Tampa, FL
05.2022 - 03.2026
- Owned Incident, Problem, Change, and Service Catalog processes, ensuring alignment with business objectives.
- Led ServiceNow platform enhancements by gathering and translating stakeholder business needs into detailed user stories and acceptance criteria, driving Agile delivery and workflow optimization.
- Partnered with developers, architects, and stakeholders to define scalable ServiceNow solutions aligned with ITSM processes and client requirements.
- Conducted current-state/future-state gap analysis, recommending process improvements that enhanced automation and user experience.
- Facilitated backlog refinement and prioritization discussions, improving clarity in Agile ceremonies and streamlining delivery.
- Supported UAT planning, testing validation, and stakeholder demos to ensure production readiness and client satisfaction.
- Developed dashboards and reporting tools that monitored KPIs and enabled data-driven decision-making.
Business Analyst/ JR Catalog Developer (consultant)
Queens Consulting for the Hartford Group
Hartford, CT
09.2021 - 05.2022
- Designed, configured, and automated service requests and catalog items to streamline business processes and enhance client experience.
- Analyzed demand trends and collaborated with stakeholders to prioritize backlog items, enhancing resource planning and streamlining client onboarding workflows.
- Developed dashboards and reporting views to monitor service utilization, delivery metrics, and capacity trends supporting implementation success.
- Coordinated release schedules and allocated workloads to maximize team capacity and ensure on-time delivery.
- Supported intake workflows to improve visibility into demand and workload distribution, facilitating efficient onboarding.
Servicenow Administrator
Raymond James Financial
Saint Petersburg, FL
11.2019 - 09.2020
- Gathered and documented business and functional requirements for ServiceNow Service Catalog enhancements, ensuring alignment with client-specific needs.
- Translated requirements into functional specifications and collaborated with developers to deliver effective solutions.
- Created catalogs and workflows to automate business processes, streamlining client onboarding and improving service delivery.
- Supported workflow analysis, service request optimization, and backlog prioritization to improve operational efficiency.
- Participated in Agile ceremonies, UAT validation, and stakeholder reviews to ensure quality and alignment.
- Developed reporting and dashboards to analyze service trends, facilitating data-driven decision-making.
Servicenow Administrator
Time Customer Service, Inc.
Tampa, FL
01.2015 - 08.2019
- Designed and implemented over 150 Service Catalog solutions during a platform migration, standardizing request management and workload tracking.
- Administered and optimized ServiceNow ITSM modules including Service Catalog, Incident, Change, and Problem to improve structured intake and operational transparency.
- Developed workflows, dashboards, and automated reporting to monitor service utilization, SLA performance, and operational risks.
- Collaborated with IT and business stakeholders to align service delivery priorities and enhance process efficiency.
- Supported governance and change management controls to ensure compliance and audit readiness.
- Delivered training to over 1,200 users, increasing adoption and accountability of structured processes.
System Analyst/Endevor Administrator
Time Customer Service, Inc.
Tampa, FL
09.2011 - 08.2019
- Performed day-to-day administration of CA Endevor Software Change Management tool, supporting controlled mainframe application development processes.
- Identified and resolved system problems, enhancing operational stability.
- Coordinated testing for new releases and performed IT audits on mainframe application changes.
- Collaborated cross-functionally to support programming initiatives and system-based solutions.
- Wrote SQL queries using Microsoft SQL Server to support data management and reporting.
Programming Analyst
Time Customer Service, Inc.
Tampa, FL
09.2000 - 09.2011
- Coded, tested, and resolved programs using appropriate database and programming technologies.
- Wrote SQL queries using Microsoft SQL Server and Oracle PL/SQL to support data analysis.
- Developed specifications and managed project requests to meet deadlines and uphold quality assurance standards.
- Collaborated with internal and external clients to improve company strategies and communicate programming initiatives.
- Evaluated and recommended cost/time saving initiatives.
- Supported change management for Oracle quarterly auditing and documented programming bugs and resolutions.
Education
ASSOCIATE OF ARTS DEGREE - Business Administration
Hillsborough Community College
Tampa, FLBACHELOR OF SCIENCE DEGREE - Management Information Systems
University of South Florida
Tampa, FLSkills
- ServiceNow
- Business Analysis
- Requirements Gathering
- User Stories
- Agile
- Backlog Refinement
- UAT
- Service Catalog
- Change Management
- Problem Management
- Change control
- Workflow Optimization
- Process Improvement
- Process optimization
- Reporting
- Dashboard Development
- Stakeholder Management
- Cross-functional collaboration
- Customer service
Personal Information
- Title: Detailed-Oriented Analyst with ServiceNow ITSM Experience
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Certification
- ServiceNow Certified System Administrator (CSA) July 2026 to July 2027
- This certification demonstrates mastery of core ServiceNow System Administration responsibilities and certifies that a candidate has the skills and knowledge necessary to manage the configuration and ongoing maintenance of the ServiceNow platform
Timeline
SR Associate is Business Systems Analyst
Amgen
05.2022 - 03.2026
Business Analyst/ JR Catalog Developer (consultant)
Queens Consulting for the Hartford Group
09.2021 - 05.2022
Servicenow Administrator
Raymond James Financial
11.2019 - 09.2020
Servicenow Administrator
Time Customer Service, Inc.
01.2015 - 08.2019
System Analyst/Endevor Administrator
Time Customer Service, Inc.
09.2011 - 08.2019
Programming Analyst
Time Customer Service, Inc.
09.2000 - 09.2011
ASSOCIATE OF ARTS DEGREE - Business Administration
Hillsborough Community College
BACHELOR OF SCIENCE DEGREE - Management Information Systems
University of South Florida