C

Carlos Andrés García Herrera  new_releases

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Administrador Herramienta ITSM en Yeapdata
Bogotá, Bogota, Colombia

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Résumé

Jobs verified_user 0% verified
  • Frontera
    Administrator - Developer ServiceNow
    Frontera
    Nov 2024 - Current (1 year 11 months)
    Responsibilities:

    • Customized ITSM (Incident/Change/Request/Knowledge) and Service Catalog; SLAs, UI Policies, Business Rules, Client Scripts.
    • CMDB (CSDM-aligned): Discovery, Service Mapping, MID Servers, CI relationships and data-quality rules.
    • Built integrations via REST/SOAP and IntegrationHub; automated workflows with Flow Designer; custom spokes; bridges with Power Platform/Ivanti.
    • ITOM Event Management & ITAM (HAM/SAM): initial data loads, reconciliation, alert correlation and auto-assignment.
    • Operations support: troubleshooting, performance tuning, UAT, change logs, and user onboarding.
  • C
    ITSM Tools Administrator
    Consejo DEAJ de Bogota
    Jan 2023 - Current (3 years 9 months)
    Responsibilities:

    • Administration of Ivanti ITSM and EPM, managing core ITSM practices (CMDB, Incident, Change, Service Request) aligned with ITIL.
    • Design and maintenance of workflows, creation of new modules, and optimization of existing ITSM processes.
    • Integration of Ivanti with external systems and applications via REST APIs, including the Microsoft Power Platform (Power BI, Power Apps, Power Automate), chatbots, and automation tools.
    • Development of custom Power Apps integrated with Ivanti to enhance service delivery and user interaction.
    • Data analysis and reporting to support decision-making and service improvement.
  • S
    ServiceNow Specialist Engineer
    May 2022 - Dec 2022 (8 months)
    Responsibilities:

    • Administration of ServiceNow ITSM, managing core processes such as CMDB, Incident, Change, Problem, and Service Request, fully aligned with ITIL best practices..
    • Design, configuration, and maintenance of workflows and service catalogs, including approval flows, SLA/OLA policies, and escalation rules.
    • Customization and module development to optimize ITSM processes, ensuring efficiency and alignment with business requirements.
    • Data management and reporting: extraction, cleaning, and transformation of large datasets from SQL Server and other sources; creation of control dashboards and analytical reports (SLA attainment, backlog, MTTR, FCR, agent productivity) to support decision-making and co
  • MEDIMAS EPS
    ITSM Administrator, Developer- ServiceNow
    MEDIMAS EPS
    Aug 2019 - Apr 2022 (2 years 9 months)
    Responsibilities:

    • Owned end-to-end administration of GLPI and ServiceNow in multi-entity environments, including users, profiles, groups, permissions, notifications, and automated workflows.
    • Built and governed the Service Catalogs (GLPI Formcreator and ServiceNow Service Catalog): service offerings, request forms, approval flows, categories, SLA/OLA policies, and escalation rules.
    • Configured and optimized core ITSM processes across both platforms: Incident/Request, Change, Problem, and Knowledge Management; implemented business rules, templates, and automated assignment mechanisms.
    • Developed analytical dashboards in Power BI using MySQL/MariaDB and ServiceNow reporting schemas (SLA attainment, backlog aging
Education verified_user 0% verified
  • Coderhouse
    JavaScript
    Coderhouse
    May 2023
  • Coderhouse
    Desarrollo Web
    Coderhouse
    May 2023
  • Certiprof
    Scrum Master
    Certiprof
    Apr 2023
  • Universidad cooperativa de Colombia
    Ingeniería, Ingeniería eléctrica y electrónica
    Universidad cooperativa de Colombia
    Jan 2014 - Jan 2021 (7 years 1 month)
Projects (professional or personal) verified_user 0% verified