Expert IT Consulting Services

Experience

Sapphire Systems / ServiceNow Architect

July 2023 – Now

CSM, ITSM, ESC, Portal, Azure SSO and User/Group   Provisioning

· Delivered CSM migration   from legacy system with no major issues in 9 weeks.

· Enabled draw down of   entitlements based on duration worked on cases.

· ITSM migration

· ESC Portal   configuration

· Azure SSO and User/Group   Provisioning

· OAuth Email Accounts   via Azure for sending/receiving email.

Methods/British Council / ServiceNow Architect

January 2023 – June 2023

CMDB, CSDM, Discovery

· CMDB remediation 

· CSDM implementation

· SCCM remediation and Discovery   Pilot implementation

· Designed process to   enable the client to manage the CMDB/CSDM in line with good practice.

· Asset management design   for POS devices

DXC/FIFA / ServiceNow Architect

June 2022 – December 2022

ITSM, CSDM, Application development

· Two projects (Instance   consolidation/migration and Custom TEAP Application for Events)

· TEAP used to manage   FIFA events (World Cup, Tournaments etc) used to build out the shopping list   of what products/services are needed for an event.

· CSDM consolidation

· Moving custom 3rd  party applications from instance to instance without no supporting   documentation

· ITSM workshops to align   the processes and move to using good practice.

· Event architecture   designed to facilitate multiple custom applications and CSDM.

DXC/Roche / ServiceNow Architect/Technical Lead

November 2021 – June 2022

ITSM, Service Portal, Application development,   Virtual Agent

· Two projects (ITSM and   Custom Application Rebuild)

· Skills management

· Service Catalogue development,   items, record producers and fulfilment 

· Scripted search source,   data source and facet generation from multiple custom tables

· Rebuild of custom   training application using good practice

· NLU Updates for virtual   agent

Methods/Homes England / ServiceNow Architect/Consultant/Developer

March 2021 – October 2021

Service Catalogue, Service Portal, Password Reset   Via Microsoft Azure, Virtual Agent, SolarWinds

· Password Reset Via   Microsoft Azure architecture and development.

· SolarWinds Incident   integration development

· Service Catalogue   development, items and fulfilment

· Service Portal   development

· Virtual Agent architecture   and development

· Full CSAT scores across   the board

· Assistance to another   team member on the SNOW integration

Direct Line Group / ServiceNow Platform   Architect

October 2018 – December 2020

Core ITSM, Service Portal, AppDynamics   Integration, Standard Change API, End of Life for CMDB, CMDB, Event Mgmt

· Platform Architect, Technical   Consultant, Developer and Business Analyst

· Reverted the Service   Portal to out of the box without the original out of the box records   something ServiceNow could not do themselves, but I successfully completed   the reversion and built a new portal on top

· Standard Change API   used for DevOps pipeline to push through standard change.

· Data driven master   build for request transformation using only two workflows for all items and   two data tables driving approvals and tasking. 

· Enabled the Data   Privacy department to come on tool, designed and developed the end-to-end   solution to manage privacy Incidents.

· Data Driven Event Mgmt underpinning   the AppDynamics store integration.

· Scripted the creation   of over 300 items in the service catalogue including all related elements, saving   days of work for the entire team.

Unifii (Service Integrators) / ServiceNow   Consultant, Developer, Business Analyst, Solutions Architect, Engagement   Lead, Project Manager

June 2016 – October 2018

Change Management, Conflicts, Schedules, Risk   Assessment, Approvals, Tasking, Workflows, Service modelling/hierarchy – CMDB   modelling/hierarchy, Asset and Config, Knowledge, Incident, Problem, Discovery,   Multi-Provider SSO, LDAP, REST Webservices, Integrations (Azure, ServiceNow),   Data Modelling, Process Design

Kent   County Council

· Technical Consultant   and Developer

· Discovery, LDAP, Single   Sign On, SCCM, Asset and Config

Companies   House

· Technical advisory

· Instance health check

· Discovery health check

General   Dynamics

· Technical lead,   Business Analyst and Developer

· Customer Service,   Incident, Request, Problem, Change, Knowledge, Service Portal, Single Sign   on, LDAP

· Utilised the same   instance with two Service Portals and the same back-end processes to deliver   to two different parts of the business; Land systems engineering and Internal   IT

Verifone

· Technical Consultant   and Developer

· Discovery, Service   Modelling and CSDM

· Instance   health check

· Migration of one   instance to another, focussing on Asset and Configuration management

· Consulting on migration   plan of instance configuration and data sources to align them with ServiceNow   good practice for Asset and Configuration management.

Capco

· Technical lead, Business Analysis, Solutions   Architecture and Development

· Designed and developed Incident, Problem, Change,   Knowledge and Service Portal

· Engaged with the client through business process   and tool functionality workshops.

· Knowledge transfer and training of all Capco users   through documentation and workshops

BDO

· Technical consultant   supporting a lead architect.

· Proposal for Change   Management, Service Modelling and CSDM

Sphere   Services

• Engagement lead, Project management,        Business Analysis, Solutions architecture, and Development.
• 8-month project, Implementing ITSM: Incident,        Problem, Change, Request, Knowledge, Asset and Config
• Implemented data separation for 3        organisations.
• Implemented multi provider SSO with AD User and group        provisioning for 3 organisations.
• Managed the project as well as my fellow colleagues’ contribution        to the development.
• Engaged with the client on a weekly basis, process workshops,        design workshops, Skype calls, Project updates.
• Service Portal

Morgan   Stanley

· Developed a demo for Service Modelling/CSDM and Change   Management. Modified out of the box Change management process to work with   data driven Service impact assessment, Risk calculation and Approvals.

ABB

• Developer for Change Management (Conflicts,        Approvals, Tasking, Workflows, Process Implementation) and Asset and        Config (Data transformation scripts for a SQL Data Import, Data        Modelling, Form Design)
• Demo to leading business stakeholders of a        complete re-design and implementation of the Change Management module
• Business Analyst and Developer for Knowledge        Management (Process Design and Implementation, Data Modelling, Form        Design, Article Versioning)

ONS

• Design and development of a data driven way        to hold two variable dropdowns in a variable set against every item in        the platform. 
• Design and development of conditional        tasking engine, tasking rules kept in a table with a condition based on        the Request Item, with one workflow, no need for code change.

Azure   Integration – Internal Project

• Automation of the Starters, Leavers and        Movers process.
• Creating/Deactivating a user
• Adding/Removing a user from a group
• Creating/Deactivating a group