Ma A.
Mid-Level ServiceNow Support Analyst
Open to offersNew to PlatformAbout
Ma. Aniel L. is a seasoned ServiceNow professional with extensive experience in application and cloud support analysis. With a background rooted in both support and testing of ServiceNow modules, Ma. Aniel ensures data accuracy, validates system functionality, and assists in deployments across various environments to maintain a robust and high-quality ServiceNow platform. During her tenure as a CMDB Developer and Process Tester with Accenture, she was instrumental in designing, developing, and maintaining technical components that support the ServiceNow CMDB, including building CI classes and optimizing data models. Her roles have also included responsibilities such as managing the overall health of the ServiceNow platform, handling incident and SLA's, and managing user roles and configurations. As a Support Analyst, she currently oversees deployment preparation and collaborates with cross-functional teams to ensure smooth production releases, reinforcing her critical role in maintaining system integrity and operational efficiency.
Experience
Deployment Support Analyst
Servicenow · 2025 — PresentI oversee the release process for deployment stories, ensuring they are adequately prepared for production. My responsibilities include reviewing stories from track leads, validating dependencies, coordinating timelines, and confirming that all necessary testing and approvals are final.Administrator
Servicenow · 2024 — 2025In this role, I maintain the ServiceNow platform's overall health. I manage users and roles, configure forms, lists, UI policies, and business rules, and ensure the smooth operation of the platform across various modules while managing incidents and SLAs.CMDB Developer
Servicenow · 2023 — 2024I design and develop the technical components that support the ServiceNow CMDB. My tasks include building and customizing CI classes, creating discovery patterns, configuring identification and reconciliation rules, and developing integrations to populate or enhance CI data. I also work on optimizing data models and automating CMDB processes.CMDB Process Tester
ACCENTURE · 2023 — 2024I validate the accuracy, consistency, and integrity of Configuration Item (CI) data in the CMDB. My responsibilities encompass testing CI relationships, class structures, discovery results, data integrations, and reconciliation rules to ensure compliance with the organization's configuration management standards.Support Associate
ACCENTUREAs a Support Associate, I assist users with their issues, providing support and ensuring effective use of the systems.
Skills & Expertise
Education
- Bachelor of Information TechnologyMarinduque State University · 2019 — 2023
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