Kwaku Brenya-Baah
MARICOPA
Summary
Professional ServiceNow specialist with demonstrated experience in managing and optimizing enterprise IT processes. Skilled in ServiceNow configuration, integration, and automation, ensuring efficient and reliable IT service management. Strong focus on team collaboration, adaptable to changing needs, and consistently delivering impactful results. Known for problem-solving abilities, effective communication, and results-driven approach.
Overview
10
10
years of professional experience
1
1
Certification
Work History
ServiceNow Administrator Trainee
DigitalLearn Solutions
03.2025 - 06.2025
- Completed intensive ServiceNow Administrator training, configuring ITSM modules and performing hands-on platform customization across multiple simulated environments.
- Built Service Catalog items, Record Producers, and Variable Sets, reducing steps required for common service requests.
- Designed Flow Designer automations for approvals and notifications, improving ticket routing and operational efficiency.
- Configured SLAs, business rules, and notifications to align with ITIL processes and enforce service delivery standards.
- Created dashboards and reports for SLA trends, ticket aging, and operational performance metrics.
- Executed RBAC assignments, user impersonation, and testing to validate role-based access and troubleshoot permission issues.
- Collaborated in incident, change, and problem management scenarios, reinforcing end-to-end ITSM lifecycle knowledge.
ServiceNow Technician/Program Administrator
Bethel Behavioral Health
02.2022 - 01.2025
- Managed and optimized behavioral health programs serving 500+ clients while supporting internal ITSM processes and ServiceNow-related administrative tasks.
- Performed ServiceNow user administration duties, including updating user profiles, adjusting access permissions, and assisting with role assignments to support secure RBAC practices.
- Supported incident resolution by documenting issues, reviewing ticket details, and coordinating with IT teams to ensure timely escalation and closure.
- Introduced digital workflow tracking systems that improved follow-up accuracy and increased case resolution efficiency by 45%, aligning operational processes with ITSM best practices.
- Maintained HIPAA-compliant data integrity across systems by enhancing documentation workflows and improving reporting accuracy.
- Conducted onboarding and staff training on EMR platforms and internal service request processes, increasing system adoption and reducing support tickets.
- Developed workflow documentation, process maps, and SOPs used for audits, compliance reviews, and platform improvement initiatives.
- Collaborated cross-functionally with clinical, administrative, and IT teams to streamline service delivery and optimize digital workflows across the organization.
Production Support Specialist
Abbott Laboratories
11.2015 - 02.2022
- Provided system support for DeltaV DCS and RFID tracking systems, ensuring real-time production accuracy and equipment reliability for multiple production lines.
- Performed RCA and implemented corrective actions, reducing unplanned downtime by 75% and improving operational continuity.
- Led GMP compliance initiatives, achieving a 98% audit closure rate across FDA and USDA inspections.
- Authored SOPs, work instructions, and EBR documentation that improved first-pass yield by 70%.
- Partnered with IT and automation teams to implement workflow automation and data integrity solutions, enhancing reporting efficiency by 60%.
- Delivered compliance training and updated quality procedures to maintain 100% audit readiness.
Education
Master of Arts - Art History, Criticism & Conservation
Kent State University
Kent, OHSkills
- ServiceNow User & Role Administration
- RBAC & ACL Security Fundamentals
- Incident / Change / Problem Management (ITSM)
- Service Catalog Configuration & Flow Designer Automation
- Workflow Optimization & Process Documentation
- Ticket Troubleshooting & Root Cause Analysis
- Cross-Functional Collaboration & Communication
- POMSnet / DeltaV System Support & Optimization
- Coaching, Training & Mentorship
- Agile / Scrum Methodologies
- Requirements gathering
- IT service management
- Dashboard creation
Certification
ServiceNow Administrator
Scrum Master
Google IT support
NIMS Semiconductor Apprentice
Timeline
ServiceNow Administrator Trainee
DigitalLearn Solutions
03.2025 - 06.2025
ServiceNow Technician/Program Administrator
Bethel Behavioral Health
02.2022 - 01.2025
Production Support Specialist
Abbott Laboratories
11.2015 - 02.2022
Master of Arts - Art History, Criticism & Conservation
Kent State University