Theodore Torkelson
Mequon,WI
Summary
Dynamic ServiceNow Platform Administrator with over 6 years of experience in managing, enhancing, and scaling enterprise ServiceNow environments. Expertise includes HR, ITSM, SPM (PPM), CSM, and FSM, with a strong focus on platform administration, bi-annual upgrades, and agile delivery methodologies. Led the rollout of key initiatives such as Now Assist, CSM/FSM workspace enhancements, the HR Module, Employee Center Pro, and Project Workspace optimizations. Committed to driving operational excellence and delivering impactful solutions that elevate user experience and streamline processes.
Overview
12
12
years of professional experience
Work History
System Administrator
TAPCO - Traffic & Parking Control
11.2024 - Current
- acted as primary ServiceNow platform administrator managing configuration governance and operational health across ITSM SPM (PPM) CSM and FSM modules
- directed implementation and management of ServiceNow Now Assist, facilitating AI-driven case handling and productivity advancements across teams
- Organized, implemented, and supported bi-annual ServiceNow platform upgrades to maintain alignment with latest releases, minimize downtime, and ensure successful post-upgrade validation.
- spearheaded launch of CSM/FSM workspace within service department, increasing agent efficiency, improving workflow visibility, and enhancing customer experience
- Optimized Project workspace and Resource tracking within SPM, improving project visibility, demand planning and utilization tracking
- Engaged with stakeholders to obtain requirements, optimize workflows, and propel ongoing improvements across platform
- supported and executed enhancements employing agile/scrum methodology functioning in bi-weekly sprint cycles with backlog grooming and sprint organization
- Integrated ServiceNow engagement Messenger with an external, customer-facing portal outside of ServiceNow enabling real-time customer communications and knowledge searching
HR Technology Analyst II
Johnson Controls
05.2019 - 07.2024
- Facilitated the technical design and implementation in the major transition from SharePoint and Microsoft Dynamics to ServiceNow Employee Center Pro and ServiceNow HR Service Delivery, enhancing employee experience and HR service delivery efficiency.
- Collaborated with stakeholders to define requirements, configure ServiceNow modules, and customize workflows to align with domestic and international organizational HR processes and policies.
- Designed, configured and supported the ServiceNow Employee Center Pro used to centralize HR services, including employee onboarding, benefits administration, and self-service functionalities.
- Enhanced HR Service Delivery in ServiceNow by configuring and optimizing case management workflows, ensuring timely and effective resolution of HR-related inquiries and requests.
- Conducted user training sessions and developed comprehensive documentation, facilitating smooth adoption and utilization of ServiceNow platforms across the global organization.
- Continuously improved ServiceNow solutions based on user and stakeholder feedback and evolving business needs, implementing enhancements and updates to maximize system effectiveness.
- Provided ongoing support and maintenance for ServiceNow Employee Center Pro and HR Service Delivery, ensuring system stability, performance optimization, and adherence to security standards.
- Skills Utilized:
- ServiceNow: HTML, CSS, JSON, JAVA
HR Technology Analyst
Johnson Controls
01.2015 - 05.2019
- Led the development and enhancement initiatives for the HR intranet site on SharePoint, transforming it into a central hub for employee information, policies, and workflows. A key achievement being an expansion from a North America focus to being the primary HR source for all global locations.
- Customized SharePoint solutions to automate HR ticket intake and integration into Microsoft Dynamics via Power Automate.
- Implemented document management strategies, enhancing accessibility and operational efficiency within the SharePoint environment.
- Collaborated with HR stakeholders to gather requirements, design workflows, and implement solutions tailored to organizational needs and compliance standards.
- Enhanced the Microsoft Dynamics HR ticketing system by configuring workflows, customizing forms, and optimizing ticket resolution processes including a shorter mean time to resolution.
- Provided ongoing support and maintenance for both SharePoint and Dynamics HR systems, ensuring reliability, ongoing enhancements and performance optimization.
- Skills Utilized:
- SharePoint: CSS, JavaScript, HTML
- Microsoft Dynamics: Power Automate, Power BI
Computer Science Intern
Johnson Controls
05.2014 - 12.2014
- Collaborated with cross-functional teams to gather requirements, design workflows, and implement solutions tailored to business needs to support business processes within a manufacturing facility.
- Proactively identified and resolved technical issues, contributing to a stable and reliable modern SharePoint solution.
- Key Achievements:
Education
Bachelor of Science - Management Information Systems
Milwaukee School Of Engineering
Milwaukee, WI12-2014
Skills
- ServiceNow SPM (PPM)
- ServiceNow ITSM
- ServiceNow CSM/FSM
- ServiceNow HRSD
- ServiceNow EC Pro
- SharePoint
- Microsoft Dynamics 365
- Power Automate
- Team & Stakeholder Collaboration
- Critical Thinking
Timeline
System Administrator
TAPCO - Traffic & Parking Control
11.2024 - Current
HR Technology Analyst II
Johnson Controls
05.2019 - 07.2024
HR Technology Analyst
Johnson Controls
01.2015 - 05.2019
Computer Science Intern
Johnson Controls
05.2014 - 12.2014
Bachelor of Science - Management Information Systems
Milwaukee School Of Engineering