Nana Adu-Abankro

Servicenow Admin @Accenture

Administrating and maintaining enterprise ServiceNow platform supporting IT service management operations across multiple business units.Configuring and managing Incidents, Problems, Changes, and Service Catalog modules to support ITSM processes.Develop and customize workflows, Flow Designer automations, and Service Catalog request items to streamline service delivery.Creating tickets and incidents in Servicenow, PDSM as well as transferring tickets to the right respective teams.Configuring Business Rules, Client Scripts, and UI Policies using JavaScript to enhance platform functionality.Managing ServiceNow CMDB data integrity, including configuration item relationships and asset tracking.Configuring and monitoring Service Level Agreements (SLAs) to ensure compliance with operational performance metrics.Developing and maintaining knowledge base articles, system documentation, and training materials for ServiceNow users.Building custom reports and dashboards to provide operational insights for leadership and service management teams.Supportting platform upgrades, patching, and release management to maintain system stability and security.Collaborating with engineering and operations teams to integrate ServiceNow with external enterprise systems using REST APIs.Providing administrative support for the ServiceNow ticketing platform used for IT service management operations.Managing incident and service request queues, ensuring timely response and resolution.Creating and maintaining knowledge base articles and user documentation to support internal teams.Assisting with configuration of Service Catalog items and approval workflows.Supporting user account management, roles, and permissions within the ServiceNow platform.