What projects can you share to show your skills?
ServiceNow Upgrades – Quebec, Orlando, San Diego, and Utah. As a requirement, our ServiceNow instance must always be no more than n -1. Each year I have led the upgrade projects for our ServiceNow instance. Before upgrading I have a health scan performed to inform which area to focus on during this upgrade. I also review all the release notes applicable to our instance and document new functionality to be introduced. I have taken our overall health score for our instance upgrades from 68% to 85% in 3 years. This has been achieved by reducing customisation and prioritising configuration.
Service Portal Refresh We received anecdotal feedback on the service portal about its lack of useability. In order to make an informed decision around the demand for this feedback I developed and sent out surveys to staff and conducted in-person interviews to understand what people found frustrating, what they liked, and what they would like to see. After this process, I collated the data, visualized the data and analysed it, then documented the findings and suggested recommendations. This equipped me with the information needed to develop a business case to have the service portal redesigned. The portal was redesigned focusing on making it easier to find what forms users were looking for and making sure tickets were being directed to the correct team as soon as possible instead of being bounced around the business trying to find the right team. To do this we implemented some auto assignment features based on business services, as well as making sure business services were documented with the correct ownership and support groups. We also upgraded the look and feel to be cleaner and simplistic with a focus on using search instead of having to click through categories. After this upgrade we found a decrease in reassignment counts for tickets and the users reporting a better user experience in the post-go-live survey.
