Senior ServiceNow Business Analyst

• Feb 2023 - Present

ServiceNow Business Analyst

• Apr 2022 - Feb 2023

Senior ServiceNow Business Analyst

• Mar 2022 - Apr 2022

ServiceNow Business Analyst

• Nov 2020 - Mar 2022

ServiceNow Administrator

• Mar 2019 - Jun 2020

• Administered, developed and maintained the ServiceNow platform and its applications across various business units for an organization with 500 employees.• Implemented and maintained ITSM applications.• Partered with stakeholders to collect requirements and design and implement long-term scalable solutions following Agile methodologies (Scrum).• Assisted with project requirements documentation, test plans, and release notes for assigned projects.• Monitored health, usage, and overall compliance of ServiceNow and its applications.• Created and configured Business Rules, Script Includes, UI Policies, UI Actions, Client Scripts, and ACLs.• Created and configured Notifications, UI Pages, UI Macros, Formatters, etc. in ServiceNow.• Coordinated and facilitated user acceptance testing of application and platform upgrades.• Trained new and existing users on use of the ServiceNow platform.• Authored and maintained internal ServiceNow knowledge articles.

Customer Support Specialist

• Apr 2018 - Mar 2019

• Provided tier-1 support through the ServiceNow platform for SANS/GIAC clients and employees.• Performed troubleshooting for client and employee account access and technical issues.• Provided guidance to SANS clients on cyber security course content, paths of study and certification to aid in training selection.

Practice Support Transformation Coach

• Jun 2017 - Jan 2018

• Developed and spearheaded projects and initiatives to positively impact both patient and provider experience for a medical practice with over 500 physicians across 40 locations.• Analyzed workflows and identified specific areas for needed attention and design to implement necessary clinical and non-clinical initiatives.• Acted on physician feedback to deliver innovative solutions to unique problems.• Performed data analysis to measure impact and efficiency of solutions. • Aided in identifying, establishing, and streamlining company-wide best practices.

Practice Assistant

• Dec 2015 - Jun 2017

• Utilized NextGen and Phreesia systems to facilitate patient check-in process• Verified and updated patient account information in the NextGen system in compliance with company procedures and HIPAA law• Coordinated with patient assistance and insurance leaders for account or insurance inquiries

Chanel Account Coordinator

• 2013 - 2015

• Responsible for $5.5M sales territory consisting of eight stores with a team of eight Chanel Managers and 20+ Chanel Associates. • Developed and delivered one-on-one and group training sessions for both new and senior staff. • Reported weekly / monthly business results and action plans to both Macy's and Chanel partners while balancing varying and sometimes conflicting expectations and goals. • Reviewed key business metrics to devise and execute sales goals and strategies. • Devised weekly selling focuses based on business opportunities.

Sales Specialist

• Apr 2011 - Apr 2013

• Supported a customer-centric culture through excellent customer service. • Demonstrated expert product knowledge in all categories. • Reviewed key business metrics to devise action plans to strategically grow business. • Assisted category manager in execution of company directives. • Trained in excess of 100 new hires. • Devised and implemented training tools to assess and develop associate strengths and opportunities. • Demonstrated ability to work as part of a team and take initiative independent of direct supervision. • Led teams to assist in execution of floor sets.