John Joseph Jose

John Joseph Jose

$10/hr
Project Coordinator | QA Lead | Admin Assistant
Reply rate:
-
Availability:
Hourly ($/hour)
Location:
Mandaluyong, Metro Manila, Philippines
Experience:
6 years
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) ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ 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 ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ 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
Get your freelancer profile up and running. View the step by step guide to set up a freelancer profile so you can land your dream job.