Angie Scott - Senior Consultant,

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Work Background

Beacon HillSenior Specialty Software Engineer

Nov. 2024Creedmoor, NCMember of the ServiceNow Support team, responding to incidents, service catalog tasks and other requests, primarily focused on CMDB, Discovery, and upgrade/project testing and documentation.

SASSenior IT Service Management Analyst

May. 2022 - Oct. 2023United StatesServed as the Discovery Process Owner (fully remote), supporting the Configuration Management Database, Discovery, Service Mapping, and other aspects of the ITOM onboarding project, including lightweight involvement with Event Management. Provided recommendations based on over 10 years experience working with the ServiceNow application. Earned and maintained Certified System Administrator certification from ServiceNow.

Carex Consulting GroupSenior Consultant

Nov. 2021 - Apr. 2022Creedmoor, North Carolina, United StatesImplemented new ITSM process, complete with RACI, Visio diagrams, etc. to maintain and improve efficiency. Communicated with stakeholders to gather requirements and facilitate testing, while documenting requirements, creating test scenarios, and working with the development team to ensure requested changes to the instances proceeded through correct lifecycle.

Ascent Services GroupServiceNow Business Analyst

Nov. 2020 - May. 2021United StatesAnalyzed application data to recommend a migration path to ServiceNow’s Common Services Data Model (CSDM) 3.0, provided field mappings, updated existing request item, and created Business Application class record form (user interface). • Led requirements meetings for form/process improvement, considering associated workflows. • Documented requirements, created mock-ups, worked with development team to ensure feasibility of requested changes to the ServiceNow (SaaS) instances. • Met with stakeholders to ensure new process would align with needs, increasing efficiency.

Advance Auto PartsApplication Portfolio Manager

Apr. 2019 - Jun. 2020Raleigh, North CarolinaEstablished the first Enterprise portfolio of Application Services at Advance by consolidating numerous siloed spreadsheets, building a single application list in the ServiceNow CMDB, and partnering with the implementation team to develop end user interfaces/forms for application and business services, designing custom lists for selectable attributes. • Established and maintained collaboration with application/service owners to populate and update the CMDB, expanding the portfolio from an initial 286 active instances to over 1000, including production and sub-production environments mapped to the underlying infrastructure (server, database, etc.), reducing orphaned servers and databases • Defined the methodology, gathered data and populated the regulatory categorization of the application service (SOX, PCI, PHI, PII) to enable prioritization of higher risk vulnerabilities • Trained the operations team as related to ITSM, CMDB, Incident, Change, Problem, etc. and demonstrated the capabilities of the ServiceNow platform, leading to higher ticket quality and proper documentation, and facilitating the flow of information among teams • Partnered with Configuration Process Owner to design and deliver processes for CMDB data review/retirement/ownership, developing and maintaining the CMDB team road map • Leveraged knowledge of Notify to create a proof-of-concept system for On-Call Scheduling and Incident Alert Management to retire separate application, eliminating additional license costs • Served as (Assistant) Change Manager, enforcing change policy, training end users on correct procedures, approving expedited and normal changes, steering CAB meetings, and tracking approvals for standard change templates and providing recommendations to improve the overall process

HaysServiceNow Administrator

Nov. 2018 - Apr. 2019Raleigh, North CarolinaOn-site sub-contractor for ServiceNow’s largest SaaS client, primarily focused on change management, user/group administration, and User Acceptance Testing (UAT) while responding to routine support requests and applying non-code configurations to the platform. • Identified coding issues, interfacing with the Accenture USPS team to correct and retest platform functionality (separation of development/test teams due to SOX compliance restrictions) • Reviewed Change Management policies and offered suggestions for improvement

Bob Evans Farms, Inc.IT Process Analyst and ServiceNow Administrator

Feb. 2016 - Mar. 2018New Albany, OHMember of two-person team that performed day-to-day administration, support and training for ServiceNow (SaaS), documenting user requirements related to new projects and catalog items, testing new development prior to end-user testing, and communicating process changes to management and end users as applicable. Created, modified and reviewed processes to improve efficiency, including establishment of a monthly process for release coordination and testing (release contents, drop dead date, development review, documentation, communication of changes). • Created and maintained user documentation related to ServiceNow and special projects • Developed and updated application road map, with planned and actual implementation dates for licensed modules, realigning resources to ensure projects were prioritized and met timelines • Partnered with a single developer to implement Facilities and HR modules to decrease paper waste and speed approval processes • Interviewed stakeholders, determined required tasks with timing and dependencies, and designed workflow for restaurant point of sale (POS) implementation project • Assisted in the redesign of the Incident, Problem and Change Management modules to streamline the process and ensure consistency for the smaller Bob Evans Foods team • Implemented On-Call Scheduling and Incident Alert Management modules, using Notify, to eliminate use of spreadsheet for on-call communications from the Service Desk, leading to decreased response times for incidents and problems Additional duties for IT Service Management Operations Team: • Managed major response team (MRT) process and communications • Moderated email communications for planned or unplanned outages • Facilitated technical outage calls, including one that lasted approximately 13 hours • Documented root cause analysis (RCA) meetings and oversaw task assignments to completion, communicating with team to eliminate road blocks or assist in documentation and training

Netsmart TechnologiesPlexus Cloud Business Operations Analyst

Jun. 2014 - Feb. 2016• Coordinated SaaS and standalone electronic health record (EHR) system installations, module implementations, and application upgrades, tracking resources and revenue milestones • Created, proofed and maintained customer portal documentation, disaster recovery (DR) procedures, and ISO 27001 security policies (hosted client environments) as well as software deployment expectations, backup training, and system administration guides (external clients)

Netsmart TechnologiesPlexus Cloud Documentation Specialist/Trainer

Oct. 2012 - Jun. 2014Dublin, OH• Managed bi-annual DR tests for quarter million-dollar client in the absence of a project manager, facilitating communication between the technical and application teams, ensuring client understanding of process / procedure and eliciting positive feedback for a job well done • Administered Confluence wiki for department that grew from 20 to nearly 100 associates • Assisted with public-facing, enterprise-wide wiki administration for growing organization • Provided process guidance and support for knowledge management migration to ServiceNow, including how to merge three varied systems into one cohesive knowledge base • Educated associates regarding process changes and updated associated documentation • Conducted training for internal associates and external clients related to processes, on-boarding and system administration for various proprietary software solutions

Netsmart TechnologiesSystems Engineer

May. 2008 - Oct. 2012Dublin, OH• Mentored new team members learning the applications, structure and culture, promoting their strengths and encouraging growth of skills to provide clients with a team of capable engineers • Developed on-boarding training for department new hires • Assisted in the management of an application service provider (ASP) network (servers running on Unix, Linux and Windows) focused on electronic health / medical records • Managed the team responsible for physical and logical tape rotation • Assisted with the SAS70/SSAE16 controls implementation and evidence collection for annual SOC audit, and HIPAA onsite assessment