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Connal
connal308876@gmail.com
connal@andersonandjackson.com
713-443-8327
8610 Steele Creek LN.
Missouri City, TX 77459
ServiceNow Administrator/Remedy
18 years experience W2
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Summary

  • Senior Application Engineer, Administrator, Business Analyst and Project Manager with 17 years of experience in IT and with vast experience in ServiceNow Suite of products and Remedy.
  • Certified ServiceNow Administrator, Scrum Master and Scrum Product Owner.
  • Acts as a liaison between business stakeholders, and other IT groups to elicit, analyze, review communicate and validate requirements to meet business needs and translate them into development solution in ServiceNow and Remedy platforms.

Certifications:

ServiceNow Certified Admin
BMC Certified ITSM (8.0 & 9.0)
BMC Certified Administrator: 7.6.04
Certified Scrum Product Owner
Crystal Reports Certified Consultant
Certified Scrum Master

Experience
ServiceNow Senior Associate/Product Owner (Remote)
Professional/Consulting Services
Jan 2019 - Aug 2020
Dallas, TX

Served as a product owner for a variation of ServiceNow called ClientView. As part of the Scrum team working with the development team and scrum master. I was point of contact for stakeholders as new clients came on board purchasing our support in packages in a ServiceNow domain separated environment. As part of the scrum team we conducted the following:

  • Daily scrum meetings
  • Bi-weekly sprints
  • Sprint retrospectives at the end of each sprint.
  • Constantly examining the backlogs.
  • Staying extremely active with the development team to ensure each sprint was both meaningful and effective to the stakeholders.
  • Worked closing with the scrum master to ensure we followed the scrum methodology.
  • Renegotiated key backlog items as needed.
  • Developed/maintained relationships with stakeholders of the product(s) being produced.
  • Was instrumental in determining when stories were both “ready” and “done” across the board of multiple development teams.
Product Owner Scrum Scrum Master ServiceNow Stakeholder Engagement
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ServiceNow Administrator/Remedy consultant/Product Owner
Healthcare
Feb 2018 - Dec 2018
Washington, DC

Acted as the heart, mind, and voice of the stakeholders to lead people along the product path by being a positive and practical product owner. Facilitated cross-functional teamwork while making tough decisions when needed.

  • Attended daily scrums to synchronize activities and create a plan
  • Hosted 6 to 8 week sprints
  • Communicated the product vision/goal to Development team.
  • Refined product specifications with software engineers and UX designers
  • Reviewed the QA teams cases
  • Provided stakeholders with demos of achieve product increments during sprint reviews.
  • Determined product trade-offs.
  • Resolved conflicts so the development team could work toward a consistent goal.
  • Develop detailed requirements, user stories, and wireframes so the development team knows what to build.
  • Provide user interface design ideas when scoping and making decision regarding user-facing features.
  • Manage the existing product backlog and help prioritize what will be delivered in upcoming releases.
  • Clear blockers impacting successful engineering team completion of release/sprint goals.
  • Document new features for implementation and release notes.
  • customizations of different modules of ITSM suite.
  • Aided in creating stories for enhancements and defect requests
BMC Remedy UX Wireframing ITSM MS Visio Product Owner Quality Assurance Scrum ServiceNow
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Senior Application Engineer (Remedy/ServiceNow)
Information Technology
Aug 2015 - Feb 2018
Urbandale, IA

Supporting Centers for Medicaid/Medicare as a remote employee for new government contractor with ServiceNow (Fuji, Helsinki, Jakarta) for 165,000 users. As a remote (employee) ServiceNow System Administrator my responsibilities include performing system administration and development of the ServiceNow implementation, including the translation of customer requests into operable requirements and the coding, scripting, configuring and customization of ServiceNow. Some of the tasks assigned to me were:

  • Reporting.
  • Initiate Plug-ins.
  • ServiceNow catalog creation of new items.
  • ServiceNow catalog designing workflow with custom java scripting.
  • Created new tables and modifying existing tables in ServiceNow then importing data.
  • Promoted update sets from Dev to QA, to Prod.
  • Created extensive documentation for all new catalog items.
  • Understand project context and key scope and schedule elements.
  • Advise on options, risk and impacts on business processes and technical solutions.
  • Ensure quality of work product for internal technical review and conduct client knowledge transfer sessions.
  • Responsible for UI Policies, UI Actions, Data policies.
  • Communicate technical problems and solutions to both technical and non-technical audiences.
  • Document development work completed as needed for implementation (i.e. requirements, development & scripting documentation).
  • Participate productively in collaborative processes as a member of the client solution team.
  • Build positive relationships with clients by providing excellent service/support and consistent communication as appropriate.
  • Create ServiceNow workflows, creating ServiceNow update sets.
  • Have the ability to multi-task between and among projects. Senior Application Engineer (Remedy/ServiceNow)
Java Scripting ServiceNow System Administration UI BMC Remedy Documentation Medicare Quality Assurance
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Senior Application Engineer (Remedy/Servicenow)
Information Technology
Oct 2011 - Aug 2015

Supporting Centers for Medicaid/Medicare as a remote employee with Remedy ITSM 7.6.04 to 8.1, I accept customer requirements, and organizational methodologies and standards. Respond to production problems and implement immediate resolution when needed. In 2013, the organization migrated from Remedy to ServiceNow. Using the new platform I Analyzed, design, write program code, test, document, and implement functionally appropriate, technically sounds and well-integrated application system in accordance with customer requirements. Incorporated Software Delivery Life Cycle from beginning to end. Also conducted various ServiceNow/Remedy training for user community as well as conducted daily administration, maintenance, monitoring and support for all ServiceNow/Remedy applications. Day-to-day admin functions were performed as well as the following:

  • Reporting.
  • Initiate Plug-ins.
  • ServiceNow catalog creation of new items.
  • ServiceNow catalog designing workflow with custom java scripting.
  • Created new tables and modifying existing tables in ServiceNow then importing data.
  • Promoted update sets from Dev to QA, to Prod.
  • Created extensive documentation for all new catalog items.
  • Understand project context and key scope and schedule elements.
  • Advise on options, risk and impacts on business processes and technical solutions.
  • Ensure quality of work product for internal technical review and conduct client knowledge transfer sessions.
  • Responsible for UI Policies, UI Actions, Data policies.
  • Remedy-Maintaining and configure BMC Remedy applications (ITSM, SRM, and custom ARS coding)
  • Remedy-Support Remedy ITSM in all operational capacities to maintain uptime.
  • Remedy-Customize BMC Remedy applications.
  • Remedy-Implement integrations with BMC Remedy applications via web services.
  • Remedy-Troubleshoot and support BMC Remedy based applications and systems.
  • Remedy-Draft technical installation, configuration and customization specification documents.
  • Remedy-Conduct requirements gathering workshops.
  • Remedy-Communicate strategies and best practices for product implementation.
  • Remedy-Design custom and/or product-based solutions based on BMC Remedy applications.
  • Remedy-Draft proposals and statements or work for solutions.
Java Scripting ServiceNow UI BMC Remedy Database Maintenance ITSM Medicare Quality Assurance
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Remedy Consultant
Information Technology
Mar 2003 - Oct 2011

Responsible for performing Software Development and Application Administration using Remedy ARS. Responsible for sustaining support for applications implemented in the Remedy ARS environment. Experienced in installing, configuring, developing and customizing BMC Remedy ITSM tool suite. Participated in Change Advisory Board efforts as well as Disaster Recovery efforts. Experienced in configuring Remedy products and full product life-cycle to include development, integration, testing and documentation. Experienced with custom Remedy workflow, forms, reports and filters design and development to meet specified requirement. Very experienced in creating system requirements and design documents. Previous project clients listed below:

  • WE Energy – Madison, WI – version 6.3 enhancements and Crystal reports
  • IBM – CDI – Nissan, GM, British Petroleum - versions 6.3 to 7.5
  • Sysco Foods – Houston, TX Remedy SRM to ITSM 7.5
  • Longs Drugs – admin/reporting - Walnut Creek, CA – 5.1.2
  • Coca-Cola Bottling Company – Version 6.3 ITSM - Norcross, GA
  • HP – Houston, TX - Upgraded 6.00.01 to 6.3 to 7.02 ITSM
  • Ameren – St. Louis, MO – Remedy development
  • Murphy Oil (Twice) – Helpdesk 6.0 & Crystal XI - El Dorado, AK
  • Oregon Department of Transportation - UNIX/Oracle - 5.1.2 upgraded to 7.0 ITSM
  • Lyondell-Basell – Houston, TX – 7.5 & 7.6 Upgrade/Enhancement
  • Xerox (Twice) – Dallas, TX - 7.X
  • USDA / Accenture – Remedy 7.X – New Orleans, LA
  • Federal Aviation Association (FAA) – Actionet – ITSM 7.5/7.6 Server – OK
  • NPD – Remedy Development - Port Washington, NY
  • Verio Telelcommunications – 7.6.04 support – Boca Rotan, FL
  • State of Massachusetts Department of Education – Remedy – Boston, MA
  • Adobe – 7.6.04 Service Request Management (SRM) – San Jose, CA
  • Safeway (Twice)– 7.6.04 ITSM Upgrade – Phoenix, AZ
  • Kraft Foods – 7.6.04 ITSM integration – Northfield, IL
  • NASA – 7.6.04 Web Services and ITSM – Huntsville, AL.
  • Forrest Labs – Remedy/Analytics reporting – Long Island, NY
  • St. Louis University – 7.6.04 – St. Louis, MO
  • KPMG (Twice) – Custom 7.X development – New Jersey, NY
  • Mutual of Omaha – 7.6.04 – Omaha, NE
  • City of Charlotte, NC – ITSM 7.6.04 – Charlotte, NC
BMC Remedy Analytics Crystal Reports Integration Testing ITSM Oracle SAN System Requirements WebServices UNIX
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Edit Skills
Non-cloudteam Skill
Education
Certifications
ServiceNow Certified Admin
BMC Certified ITSM (8.0
Certified Scrum Product Owner
Crystal Reports Certified Consultant
Certified Scrum Master
BMC Certified Administrator
Skills
BMC Remedy
2018
15
ITSM
2018
13
Analytics
2011
8
Crystal Reports
2011
8
Integration Testing
2011
8
Oracle
2011
8
SAN
2011
8
ServiceNow
2020
8
System Requirements
2011
8
UNIX
2011
8
WebServices
2011
8
Quality Assurance
2018
7
Java
2018
6
Medicare
2018
6
Scripting
2018
6
UI
2018
6
Database Maintenance
2015
3
Documentation
2018
2
Product Owner
2020
2
Scrum
2020
2
System Administration
2018
2
Scrum Master
2020
1
Stakeholder Engagement
2020
1
Business Analysis
2020
1
Requirements Gathering
2020
1
Disaster Recovery
2011
1
MS Visio
2018
1
Servicenow Admin
2011
1
UX
2018
1
Wireframing
2018
1