Bravium Consulting Inc.

ServiceNow

• Serve as a technical architecture lead across ServiceNow platform solutions
• Provide technical direction and best-practice guidance for implementations and enhancements
• Conduct code and solution reviews to ensure scalable, secure, and maintainable development
• Act as a trusted advisor to clients and internal development teams
• Develop high-level effort estimates and contribute to work breakdown structures
• Support solution demonstrations and architecture discussions as needed
• Identify opportunities to improve and streamline platform performance and functionality
• Provide guidance around platform security posture and governance

ServiceNow Technical Architect, CTA

Analyst

• Ensure the quality and integrity of IT service delivery through detailed analysis, reporting, and continuous process improvement across Service Desk operations.
• Monitor customer satisfaction survey results for compliance with the PRS, conduct deep dives into low-scoring feedback, identify root causes, and recommend corrective actions.
• Apply After Action Report (AAR) policies to address performance infractions and service delivery issues.
• Maintain Service Desk quality standards for Tier 0 and Tier 1 operations by developing ticket quality guidelines and training staff on documentation best practices.
• Monitor Service Desk queues for critical incidents and ensure accurate ticket documentation aligned with Knowledge Base Articles (KBAs).
• Support Tier 2 operations by performing quality reviews of incident management and problem analysis records, ensuring accurate linkage of related incidents.
• Conduct proactive monitoring of Automated Call Distribution (ACD), incidents, and queue activity to identify service-impacting issues.
• Integrate call and incident data into wallboards to provide real-time visibility into Service Desk call volumes and performance.
• Ensure effective coordination procedures for efficient hand-offs, timely escalation, and adherence to communication and update timelines.
• Perform ongoing knowledge base reviews to ensure articles remain current, applicable, and meet quality assurance standards.
• Investigate, diagnose, and document recurring problems; maintain known error knowledge bases and provide trend analysis for process improvement.
• Promote effective two-way communication to prevent future outages and ensure service requests are properly documented.
• Collaborate cross-functionally with strong analytical skills and attention to detail to drive continuous service improvement initiatives.

Service Desk Analyst

• Provide day-to-day operational support and maintenance on the ServiceNow platform for our client.
• Responsible for ensuring the stability, performance, and availability of existing production capabilities, including IT Service Management (ITSM), IT Asset Management (ITAM), Workplace Service Delivery (WSD), Software Asset Management (SAM), and IT Operations Management (ITOM).
• Monitor and troubleshoot system performance issues and take corrective actions as needed.
• Ensure availability and reliability of the ServiceNow platform, including backups and disaster recovery planning.
• Manage user access and security, and implement security best practices.
• Ensure compliance with internal policies and industry standards.
• Participate in the design and implementation of new ServiceNow applications, processes and workflows.
• Provide technical support and training to end users.
• Communicate with stakeholders and manage change requests to ensure the ServiceNow platform meets the evolving needs of FHFA.

ServiceNow Technical Architect, CTA

Service Desk Analyst

ServiceNow System Administrator