Greater Nottingham
ServiceNow Business Analyst / System Admin, specialising in CSM, ITSM, ITOM, CMDB, CSDM, OM, FSM Performance Analytics, and Virtual Agent products, with 4+ years of specialised experience in solution design, stakeholder engagement, and business analysis, underpinned by over 15 years in IT and customer support. I have hands-on expertise with ServiceNow since 2013 across both internal and client-facing environments. In addition to core products, I also have a solid understanding of HAM, HRSD, Integration Hub, and App Engine, enabling me to design more holistic and scalable solutions across the platform. I’m also an experienced VBA programmer, adept at automating repetitive tasks and building tailored solutions to meet business needs. For example, I developed Excel-based automation to parse and merge daily reports by Event ID, reducing processing time by 87%. I’m currently expanding my skills in Microsoft Power Platform to further enhance my low-code capabilities. I’ve worked effectively in both Agile (Scrum) and Waterfall environments, adapting to different delivery styles while maintaining focus on stakeholder needs, timely delivery, and quality outcomes. Passionate about streamlining processes, enhancing service delivery, and translating complex business requirements into clear, actionable technical solutions. Committed to improving both client and colleague experiences by driving impactful, scalable change Certifications • ITIL v4 Foundation • CSM Fundamentals • ServiceNow IT Leadership Professional Certificate Exams booked for Autumn 2025 • CSA • CAD • CIS-CSM
Joined Focus Group as Application Lead for the Order Management (OM) module within the company's most ambitious project to date, a full Order to Finance (O2F) implementation spanning end-to-end business operations. Since joining, my remit has expanded to take on additional responsibilities, including ownership of all integrations in and out of ServiceNow. As the most experienced ServiceNow professional on the team, I serve as the primary technical resource for the platform, acting as the go-to expert for complex configurations, troubleshooting, and architectural decisions. Key responsibilities and achievements include: • Lead Application Lead for the Order Management (OM) module as part of Focus Group's largest ever ServiceNow implementation • Primary owner of all integrations in and out of ServiceNow, ensuring reliable, well-governed connectivity across the platform • Liaising with our ServiceNow partner to ensure development work is completed to the highest standards and best practices • Performing BA responsibilities across several smaller projects • Helping to onboard new departments onto the ServiceNow platform • Played a pivotal technical role in the delivery of Field Service Management (FSM), supporting the FSM App Lead to drive this module to successful delivery • Acting as the primary ServiceNow technical resource for the business, providing expert guidance on platform capability, configuration, and best practices • Partnering with stakeholders to translate complex business requirements into effective ServiceNow solutions • Overseeing platform administration, configuration, user access, and system integrity across the ServiceNow environment • Contributing to cross-module platform planning alongside CSM, FSM, CMDB, and Portal Application Leads within a shared ServiceNow instance
Initially joined as part of Parexel, which later transitioned to Calyx and is now known as Perceptive. As a ServiceNow Business Analyst within a global Life Sciences organisation, I’ve led high-impact initiatives that streamlined processes, enhanced service delivery, and improved user experience for teams supporting clinical trials. I specialise in translating complex requirements into scalable solutions across ServiceNow modules such as CSM, ITSM, ITOM, CMDB, and Virtual Agent. My role is broad and hands-on, covering solution design, stakeholder engagement, platform administration, and cross-functional delivery. I’m passionate about driving measurable outcomes through automation, smart workflows, and user-focused service design. A key achievement has been designing and launching a client-facing Virtual Agent that reduced inbound service desk queries by 25%, freeing up support capacity. I also developed a VBA-powered Excel automation tool integrated with ServiceNow, which cut approval times by over 50% and reduced overall processing by 85%, becoming critical to business operations. I led two major ServiceNow upgrades, managing test planning, UAT, stakeholder communication, and change control, reducing preparation time from three months to just over one. I managed the rebranding of the ServiceNow environment through two corporate transitions, delivering seamless UI/UX updates with zero disruption to live services. I translate stakeholder needs into prioritised user stories and technical documentation, collaborating with developers to ensure delivery within Agile and Waterfall frameworks. I also own training, documentation, and change communications to support rollout and adoption of new features. Whether improving ITSM processes, automating workflows, or enhancing service quality through CMDB maturity, I bring a business-first mindset backed by strong technical expertise. I’m committed to making ServiceNow smarter, faster,and more valuable to users and clients.
Initially joined as part of Parexel, which later transitioned to Calyx and is now known as Perceptive. In this role, I provided critical phone and case support for a range of sophisticated clinical trial systems, prioritising patient safety and data integrity in highly regulated environments. My work involved diagnosing and resolving complex issues quickly, while maintaining clear documentation and strong client relationships. I combined technical expertise with process improvement, designing VBA-driven Excel automations that significantly boosted workflow efficiency, such as a tool that merged daily reports by Event ID, cutting processing time by 87%, and a rota system that eliminated scheduling errors and freed managerial time. As a Subject Matter Expert, I contributed to continuous process enhancements, supported multiple ServiceNow upgrade UAT cycles, and was recognised early on as a platform advocate. I also played a key role in training and mentoring new hires, helping to accelerate onboarding and skills development. My responsibilities extended to creating user-friendly templates, documentation, reports, and training materials to support the rollout and adoption of new tools, client-specific solutions, and ServiceNow-driven processes across global teams. I also maintained out-of-hours on-call duties, ensuring uninterrupted support and operational continuity on a global scale.
Up and coming YouTuber. Reviewing the latest PC hardware and accessories, smart phone and tablet Accessories and anything that relates to these industries. We aim to stand out from the norm with our reviews by taking it that extra mile. We like to bring brands that don't have a market presence in the UK to these shores and help those who are here but are not so well known to improve there stature. Our reviews are honest and unbiased. We work with the vast majority off the top brands. For more information, please contact [email protected] www.nismotech.com www.twitter.com/NismoTechUK www.facebook.com/NismoTechUK www.youtube.com/NismoTechUK
Supported OCPC Gaming’s entry into the UK market by managing social media and growing brand awareness. Led outreach to potential supply partners to explore distribution opportunities. While the brand faced challenges securing partnerships, I helped establish a solid foundation for future growth.
Working closely with the directors, I look after all the social media accounts for the business. Posting product information, latest reviews and promotions. In addition to this I handle all the advertising on social media whilst ensuring that this is kept within the marketing budget set for me. The role also includes setting up and arranging giveaways, handling customer enquiries, sourcing artwork and sample requests.