Ma. Angela Jose
CMDB Analyst
Caloocan City
Summary
Experienced CMDB Administrator with 15 years in IT Service Management, BMC Remedy, and ServiceNow. Utilizing expertise as a Certified ITIL V3 Foundation professional to improve Configuration Management processes. Strong analytical mindset, adept at collaboration, documentation, and dashboard reporting to effectively support business needs.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
ServiceNow – Configuration Management Database (CMDB) Administrator
Accenture Inc.
03.2022 - 08.2024
- Monitored and optimized ServiceNow Discoveries, ensuring data integrity and minimizing errors
- Collaborated with ServiceNow Admins & vendors to troubleshoot and resolve discovery issues
- Managed Import Sets & Transform Maps for seamless data integration
- Created and maintained dashboards for servers, networks, and printers to provide real-time insights
- Conducted audits on missing CIs, ensuring alignment with IT asset management protocols
- Developed process documentation to standardize and enhance CMDB workflows
ServiceNow – CMDB Administrator
Safeway Philtech Inc.
07.2015 - 03.2022
- Administered Configuration Items (CIs), aligning with ITIL best practices and business requirements
- Spearheaded the development of ITSM processes, improving efficiency and compliance
- Ensured accurate CI data entry and maintained the integrity of the CMDB database
- Collaborated with Infrastructure & Application teams to maintain Application Inventory Master List
- Generated reports on applications and servers using Crystal Reports 11
- Conducted CMDB training sessions for new administrators and IT staff
Remedy - CMDB Analyst
Safeway Philtech Inc.
08.2007 - 01.2016
- Provided expert recommendations to enhance Configuration Management processes
- Conducted QA testing and UAT for CMDB enhancements and new deployments
- Developed automated processes for maintaining CMDB data accuracy
- Created KPI-driven reports to improve process efficiency and data quality
- Led cross-functional coordination to resolve configuration management issues
IT Change Management QA
Safeway Philtech Inc.
03.2011 - 05.2012
- Audited Closed Change Requests to ensure compliance with Change Management policies
- Created monthly Summary Rejection Reports to identify process improvement opportunities
- Managed Software Licenses Inventory, optimizing software asset tracking
Data Entry Analyst
Cevera Technology Group Inc.
03.2005 - 07.2007
- Maintained CMDB records for servers, applications, and network devices
- Assisted in migrating old databases to CMDB 1.0, identifying and resolving migration issues
- Processed service requests for CMDB updates, ensuring accuracy in asset configurations
QA Test Analyst
Cevera Technology Group Inc.
01.2005 - 04.2005
- Conducted software testing and defect reporting to support quality assurance initiatives
Technical Assistant
ROHM LSI Design Philippines Inc.
05.2003 - 11.2003
- Coordinated with upper management to improve job accuracy and efficiency
- Handled basic engineering functions before official assignments
- Prepared documentation for completed projects
- Developed an Intranet web page using PHP scripts and web-to-database applications
- Designed a database system for client archived files
- Designed and maintained web pages for the development intranet
Education
Bachelor of Science - Computer Science
AMA Computer University
05.1998 - 05.2002
Skills
- ServiceNow CMDB Administration
- IT Service Management (ITSM)
- Data Analysis & Reporting
- Discovery & Service Mapping
- Process Documentation
- Team Leadership & Training
- Customer Support & Collaboration
- ITIL Framework Implementation
- ServiceNow
- BMC Remedy
- Crystal Reports
Certification
ITIL V3 Foundation Certificate, 10/14/16
Training
- ServiceNow Hardware Asset Management Fundamentals, 09/01/18
- ServiceNow Performance Analytics, 08/01/17
- ServiceNow Service Mapping, 12/01/16
- ServiceNow Discovery, 09/01/16
- BMC Atrium CMDB 7.6.04 Administering, 05/01/13
- SQL Training, 07/01/11
Awards
- Q2 Department Awardee, Safeway Philtech Inc., 2019
- Milestone Awardee, Safeway Philtech Inc., 2019
- Customer Compliments, Safeway Philtech Inc., 2019
- The GeM Awards – Team Collaboration, Safeway Philtech Inc., 2018
- 10-Year Service Awardee, Safeway Philtech Inc., 2017
- Safeway Feb App Hour Awardee, Safeway Philtech Inc., 2016
- Service Awardee, Safeway Philtech Inc., 2013
Timeline
ServiceNow – Configuration Management Database (CMDB) Administrator
Accenture Inc.
03.2022 - 08.2024
ServiceNow – CMDB Administrator
Safeway Philtech Inc.
07.2015 - 03.2022
IT Change Management QA
Safeway Philtech Inc.
03.2011 - 05.2012
Remedy - CMDB Analyst
Safeway Philtech Inc.
08.2007 - 01.2016
Data Entry Analyst
Cevera Technology Group Inc.
03.2005 - 07.2007
QA Test Analyst
Cevera Technology Group Inc.
01.2005 - 04.2005
Technical Assistant
ROHM LSI Design Philippines Inc.
05.2003 - 11.2003
Bachelor of Science - Computer Science
AMA Computer University
05.1998 - 05.2002
ITIL V3 Foundation Certificate, 10/14/16
CMDB Health - Micro-Certification, 09/20/23
Configure the CMDB - Micro-Certification, 04/20/23
Performance Analytics - Micro-Certification, 05/27/22
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