Jacqueline A.
ITIL 4 Certified | ServiceNow Analyst | ITSM Specialist | CMDB | Workflow & Process Improvement | Service Delivery | Application Support
- Role
- IT Business Analyst at Sharp Decisions
- Location
- Johnstown, OH, US
- LinkedIn followers
- 500 followers
About Jacqueline A.
ITIL 4 certified ServiceNow and ITSM professional with years of experience improving operations, resolving complex issues, and supporting enterprise applications. I bring a blend of technical platform knowledge, service delivery expertise, and business operations experience, allowing me to bridge the gap between teams and deliver measurable process improvements.I have hands-on experience with- ServiceNow ITSM (Incident, Problem, Change, Request, Knowledge)- ServiceNow administration (catalog items, workflows, UI policies, business rules)- CMDB & Discovery (CI lifecycle management, data quality, relationship mapping)- Root cause analysis, RCA reporting & SLA/OLA governance- Service delivery, escalations, and stakeholder communication-Business operations (training, documentation, requirements gathering, workflow optimization)I’m currently targeting roles such as:ServiceNow Analyst • ITSM Analyst • ServiceNow Business Analyst • Incident Manager • Problem Manager • Change Analyst • Configuration/CMDB Analyst • Application Support Analyst If you’re looking for someone who can strengthen service delivery, optimize ITSM processes, and improve ServiceNow performance - I’d love to connect.
Experience
IT Business Analyst
Feb 2026 — Present
Education
Rutgers, The State University of New Jersey-Newark
Bachelor of Science - BS
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