DeAnna Shires
Clover
Summary
ServiceNow Administrator and Systems Analyst with over three years of experience supporting and enhancing enterprise ServiceNow environments in the healthcare industry. Experienced in ServiceNow administration, workflow automation, Service Catalog development, Strategic Portfolio Management (SPM), dashboard creation, knowledge management, and process improvement. Recognized for leading platform enhancements, implementing integrations, and collaborating with cross-functional teams to deliver efficient, user-focused solutions that improve business operations.
Overview
8
8
years of professional experience
Work History
ServiceNow Developer
MaineHealth
Portland
01.2023 - Current
- Administered and enhanced the ServiceNow platform by developing and maintaining catalog items, workflows, dashboards, and knowledge management solutions that improve operational efficiency.
- Managed the primary administration of the Strategic Portfolio Management (SPM) module, providing support for implementation, ongoing enhancements, user support, and platform maintenance.
- Led development of Request Reporting Services intake process, streamlining request intake workflow and standardizing format for research and data submissions.
- Designed interactive dashboards and reporting solutions that provided stakeholders with visibility into projects, requests, and operational metrics.
- Established Microsoft Graph Connector integration, surfacing ServiceNow Knowledge Articles on MaineHealth intranet and enhancing enterprise access to documentation.
- Authored and maintained comprehensive knowledge articles for the SPM module, increasing transparency and knowledge sharing across IT and Project Management teams.
- Provided technical support for ServiceNow users, troubleshooting issues and collaborating with cross-functional teams to implement platform enhancements.
Analyst
Optimum HealthCare IT
Jacksonville Beach
07.2022 - 01.2023
- Completed Optimum Healthcare IT CareerPath program, receiving training in high-demand technologies, including project management methodologies, Lean Six Sigma principles, and ServiceNow administration to enhance IT project outcomes.
- Gained deep knowledge of healthcare industry and developed essential soft skills, enabling navigation of complex IT environments and supporting organizational efficiency effectively.
- Analyzed healthcare data to identify trends and support decision-making.
- Collaborated with cross-functional teams to enhance project outcomes and workflows.
- Developed reports using analytical tools to present findings to stakeholders.
Purchasing Specialist
Toyota Tsusho America
Georgetown
11.2021 - 06.2022
- Researched and identified suppliers, evaluated offerings against business criteria and product specifications, negotiated purchase agreements to secure optimal terms.
Manager
Mr. Brews Taphouse
Lexington
01.2020 - 06.2022
- Oversaw hiring, training, and daily operations to ensure a safe, healthy, and productive work environment.
- Maintained inventory, budget and sales quotas and used product knowledge to market and promote business.
Accounting Intern
Anderson Communities Property Management
Lexington
08.2021 - 11.2021
- Supported the accounts receivable team through entering invoices, entering charges to residents, and assisting with resident research, filing, data entry, and recording and maintaining accurate and complete financial records.
Disney College Program Intern
Walt Disney World Parks & Resort
Orlando
08.2018 - 01.2019
- Upheld the company’s four keys of safety, courtesy, show and efficiency at WDW’s Wilderness Lodge while also attending weekly Disney Marketing and Leadership Seminars.
- Monitored the safety of thousands of guests per day at one of the most visited tourism sites in the world.
Education
Masters - Economics
Southern New Hampshire
Manchester, NH04-2023
Bachelor of Arts - Economics, Business Administration
University of Kentucky
Lexington, KY12-2019
Skills
Technical Skills
- ServiceNow Administration
- Strategic Portfolio Management (SPM)
- Service Catalog Development
- Workflow Design & Automation
- Dashboard & Report Development
- Knowledge Management
- Microsoft Graph Connector
- IT Service Management (ITSM)
Business & Process Skills
- Business Process Improvement
- Requirements Gathering
- Process Documentation
- Cross-Functional Collaboration
- Stakeholder Communication
- Project Coordination
Software & Tools
- Microsoft 365 (Excel, Word, PowerPoint, Teams, SharePoint, Outlook)
- QuickBooks
Professional Strengths
- Customer Service
- Problem Solving
- Analytical Thinking
- Technical Documentation
Timeline
ServiceNow Developer
MaineHealth
01.2023 - Current
Analyst
Optimum HealthCare IT
07.2022 - 01.2023
Purchasing Specialist
Toyota Tsusho America
11.2021 - 06.2022
Accounting Intern
Anderson Communities Property Management
08.2021 - 11.2021
Manager
Mr. Brews Taphouse
01.2020 - 06.2022
Disney College Program Intern
Walt Disney World Parks & Resort
08.2018 - 01.2019
Masters - Economics
Southern New Hampshire
Bachelor of Arts - Economics, Business Administration
University of Kentucky