Will Downing

About Will Downing

IT professional with experience in knowledge base management, project management, and solutions consulting across several industries. Consistently worked with key stakeholders to deliver value and organizational processes with cross-functional teams supporting standard industry software. Leveraged business acumen to manage vendor relationships, administer billing and payments and make IT recommendations to business leaders. Strong communicator with experience delivering technical insight to different audiences.Core Competencies:Security Audit Documentation • Vendor Management • Knowledge Base Creation and Management • Technical Writing Project Management • Communications • Financial Billing and Payments • Agile • Waterfall * ITILv3

Experience

1. Servicenow Process Business Analyst - Tech Delivery

   Bank of America

   Jan 2026 — Present

   Collaborate with ServiceNow Developers and Administrators to identify procedure and knowledge needs.Create procedures to ensure consistently executed ServiceNow operations.Create knowledge articles to support processes and procedures.Assess previously published materials, updating as needed.Maintain documentation standards for procedures, articles, and other reference documents.Work closely with business partners to evaluate business requirements, plan deliverables, and participate in development, delivery, and deployment activities.Participate in the agile software development methodology, including design, testing, implementation, and deployment.

Education

• Lakeville High School

  High School Diploma, High School/Secondary Diplomas and Certificates

  1994 — 1998

• Netcom Learning

  ITIL Foundations, Information Technology Project Management

• Inver Hills Community College

  Associate of Arts and Sciences (AAS), Computer Systems Networking and Telecommunications