JOHN JOSEPH JOSE
ServiceNow System Admin / Business Analyst / Project Coordinator
Mandaluyong, Philippines | - |-
CAREER PROFILE
Dedicated ServiceNow IT Professional Resource with years of experience in designing, developing,
coordinating, leading testing and implementing innovative solutions on the ServiceNow platform. Adept at
translating business requirements into effective technical solutions, streamlining processes, and
enhancing user experiences. Proven ability to collaborate with cross-functional teams to deliver
high-quality, scalable, and efficient ServiceNow applications.
WORK EXPERIENCE
Accenture Philippines
August 2023 - Present
ServiceNow - UAT Lead Coordinator / Tester Lead / Project Coordinator
● Identified project inefficiencies and spearheaded process enhancements leveraging ServiceNow,
resulting in streamlined workflows and improved project outcomes
● Managed a diverse range of ITSM tickets including Request Items, Incidents, Problems, and
Defects, Stories, ensuring timely resolution and optimal service delivery.
● Proficiently conducted dashboard and reporting analysis to gain insights into the scope of issues,
ticket volumes, and required actions, facilitating informed decision-making and proactive
resolution strategies
● Provided comprehensive support to the cross-functional teams, ensuring continuous system
functionality and uptime through proactive maintenance and responsive troubleshooting.
● Facilitated client calls, daily stand-up meetings, and regular reporting sessions to foster
transparent communication, align team objectives, and keep all stakeholders informed and
engaged
● Documented comprehensive processes to ensure alignment across the team, enabling consistent
understanding of procedures, fostering collaboration, and promoting efficiency.
● Coordinated UAT testing by assessing testing tickets, planning sprints, executing
post-implementation tests, managing defects from failed test cases, and drafting stories for defect
remediation.
● Managed stories in ServiceNow, including creation, tracking, and updating to ensure alignment
with project goals and efficient issue resolution.
● Streamlined the AVP Testing process for ServiceNow Releases, achievement 95% success rate
in meeting deadlines and preparing the team for release days.
Volenday Philippines Inc. / Innovior Technology Solutions Philippines Inc.
September 2021 - August 2023
ServiceNow Developer
● Collaborated with business stakeholders to gather and analyze requirements for ServiceNow
applications, resulting in improved workflow efficiency and enhanced user satisfaction.
● Designed, developed, and implemented custom applications, modules, and workflows using
ServiceNow's native tools and scripting languages.
● Created and maintained various ServiceNow components, including business rules, client scripts,
UI policies, and notifications, ensuring seamless functionality and alignment with organizational
goals.
● Led the migration of legacy systems to the ServiceNow platform, resulting in improved data
accuracy, streamlined processes, and enhanced user experiences.
● Provided technical support and troubleshooting expertise to resolve incidents and optimize
platform performance, ensuring minimal disruption to operations.
● Collaborated with cross-functional teams to develop and execute test plans, ensuring the
reliability and quality of ServiceNow applications and updates.
● Contributed to the design and implementation of ServiceNow reporting and dashboards, enabling
data-driven decision-making at all levels of the organization
Data Entry Clerk (Documents Training Lead - UiPath)
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Led segment of a project for Document Understanding (Machine Learning) using UiPath
Created documentations used for demos, presentation and training of new personnel
Generated reports for monthly utilization reports using PowerBi
Supported Managed Operations Team by providing clerical assistance such as report generation,
dashboard maintenance and daily stand ups.
Collaborated with business stakeholders to understand document-based processes, identify
automation opportunities, and define clear project objectives.
Designed end-to-end automation workflows using UiPath Studio, integrating OCR technologies
and machine learning models to extract structured data from unstructured documents.
Successfully implemented UiPath Document Understanding framework to classify documents,
extract relevant information, and validate data accuracy, resulting in 86% confidence rate.
Conducted thorough testing and validation of automation solutions to ensure accuracy and
compliance with business requirements and regulatory standards.
Collaborated with the development team to enhance custom OCR models, continuously
improving the accuracy of data extraction for diverse document types.
Led training sessions for internal teams on Document Understanding best practices, UiPath
capabilities, and automation deployment processes.
NON-IT WORK EXPERIENCE
CSS Corp Inc.
WNS Global Services
Teleperformance PH
24/7 Intouch PH.
PhotoMan Philippines
August 2020 - August 2021
January 2020 - August 2020
August 2019 - Dec 2019
November 2018 - July 2019
May 2018 - January 2020
Engineer - CSR
Senior Associate
Technical Support
Customer Service Rep
Admin & Collections
SKILLS
● Microsoft Office
● ServiceNow
Development
● ServiceNow Admin
● Google Suite
● UiPath - Document
Understanding
● Effective Communication
● Customer Service
● Salesforce
● Analytical Thinking
● Layout Designing
● Adobe Creative Cloud
● Data Entry
TRAININGS
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ServiceNow Administration Fundamentals
ServiceNow Strategic Portfolio Management
ServiceNow - Platform Analytics
ServiceNow - Flow Designer
ServiceNow - IntegrationHub
ServiceNow GenAI for ITSM
ServiceNow Implementation Fundamental - ITSM
UiPath Document Understanding
Delivery Foundations Training
Google Project Management
CERTIFICATIONS
● IntegrationHub - ServiceNow Micro-Certification
● Flow Designer - ServiceNow Micro-Certification
● Certified Systems Admin - ServiceNow