Julia Howells
Business Analyst at Servos- Claim this Profile
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Topline Score
Bio
Credentials
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CIS - ITSM
ServiceNowApr, 2023- Nov, 2024 -
HR Case Management
ServiceNowMay, 2021- Nov, 2024 -
Agent Workspace Fundamentals (Orlando)
ServiceNowMar, 2021- Nov, 2024 -
Configure the Configuration Management Database CMDB Badge
ServiceNowMar, 2020- Nov, 2024 -
Design a Successful Configuration Management Database (CMDB) Implementation Badge
ServiceNowMar, 2020- Nov, 2024 -
Introduction to the Configuration Management Database (CMDB)
ServiceNowMar, 2020- Nov, 2024 -
CIS - CSM
ServiceNow -
Certified System Admin
ServiceNow -
ServiceNow Fundamentals
ServiceNow
Experience
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Servos
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United States
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Information Technology & Services
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1 - 100 Employee
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Business Analyst
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Jun 2023 - Present
- Strong communications with a customer-first attitude, working with stakeholders and clients - Building relationships while improving business processes, gathering requirements for projects, story-writing, defining client solutions and supporting organizational change management - Optimize efficiency by helping streamline processes in both waterfall and agile project methodologies - Assist with, coordinate and lead client demos, testing and workshops to ensure a seamless project life cycle - Be an advocate for quality and change management - Provide continuous documentation to communicate requirements and establish visibility to all relevant project information - Develop business process understandings for client's and of the solutions implemented Show less
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NewRocket
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United States
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IT Services and IT Consulting
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300 - 400 Employee
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Software Engineer
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May 2022 - Jun 2023
- Wrote, tested and deployed code, verifying operational and UX integrity for releases.- Modified tools used in software design processes to streamline operations.- Documented technical specifications and project testing methods for future reference.- Collaborated with agile development team to test, develop and maintain web and desktop-based software applications.- Gathered customer feedback and worked to resolve specific concerns.- Conducted full lifecycle software development from planning to deployment and maintenance.- Performed regression and performance tests for updated systems.- Tackled development tasks based on system requirements and documented approaches.- Crafted proof of concept work for creative new solutions.- Met with stakeholders, product teams and customers throughout system development lifecycle.- Identified UX pain points and provide knowledgeable recommendations for implementing unified user experience.- Evaluated and adopted technological innovations and development strategies that improved build speed, quality and end-user experience.- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.- Performed data backups and disaster recovery operations. Show less
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ServiceNow Technical Account Manager
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Apr 2021 - Oct 2022
- Worked with backend personnel to design structure and processes optimized for product parameters.- Promoted continuous improvement for IT governance processes.- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.- Demonstrated self-reliance by meeting and exceeding workflow needs.- Provided excellent service and attention to customers when face-to-face or through phone conversations.
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LES SCHWAB HEADQUARTERS, LLC
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Bend, Oregon, United States
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ServiceNow System Administrator
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Jul 2016 - Apr 2021
- Assist developing ITSM roadmap. Analyze and recommend emerging ITSM technologies that can provide benefit while reducing risk. - Provide configuration update support and functionality checking within the development cycle of ServiceNow. - Work closely with ServiceNow functional team to build requested items and tasks using workflows to manage processes from the customer to the fulfillment teams. - Work with development team to migrate updates into the production environment. - Developing, testing, deploying and updating workflows and approval flows and rules. - Develop systems integrations and process automation – fully utilizing the platform’s workflow capabilities. - Work with functional and admin teams and developers to deliver automated workflow solutions in ServiceNow. Show less
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Consumer Cellular, Inc.
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United States
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Telecommunications
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700 & Above Employee
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Customer Support Team Lead
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Jan 2013 - Jun 2016
- Versatile team leader of 10 - 15 customer service agents within a call center. - Supported phone representatives with questions regarding phone calls they are handling and escalated clients. - Demonstrated the ability to handle 50 or more calls a day in a technology- based call center environment focused on cell phones. - Handled customer requests to speak with a supervisor as the acting supervisor. - Created a weekly department evaluation report for supervisors and management. Reports included any problem areas in the department requiring attention and suggestions on how to resolve these issues. - Additionally provided performance appraisal comments on individual representatives, detailing observations of positive performance, opportunities for improvement, and specific details of supervisor calls taken for the week. Show less
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Education
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2019 - 2021
Portland Community College
Associate's degree, Business Administration and Management, General -
2011 - 2014
Central Oregon Community College
English
Community
