Andy Lilly

Background

About Andy Lilly

ServiceNow Business Analyst, specialising in CSM, ITSM, ITOM, CMDB, CSDM, Performance Analytics, and Virtual Agent products, with 4+ years of specialised experience in solution design, stakeholder engagement, and business analysis, underpinned by over 15 years in IT and customer support. I have hands-on expertise with ServiceNow since 2013 across both internal and client-facing environments. In addition to core products, I also have a solid understanding of HAM, HRSD, Integration Hub, and App Engine, enabling me to design more holistic and scalable solutions across the platform. I’m also an experienced VBA programmer, adept at automating repetitive tasks and building tailored solutions to meet business needs. For example, I developed Excel-based automation to parse and merge daily reports by Event ID, reducing processing time by 87%. I’m currently expanding my skills in Microsoft Power Platform to further enhance my low-code capabilities. I’ve worked effectively in both Agile (Scrum) and Waterfall environments, adapting to different delivery styles while maintaining focus on stakeholder needs, timely delivery, and quality outcomes. Passionate about streamlining processes, enhancing service delivery, and translating complex business requirements into clear, actionable technical solutions. Committed to improving both client and colleague experiences by driving impactful, scalable change Certifications • ITIL v4 Foundation • CSM Fundamentals • ServiceNow IT Leadership Professional Certificate Exams booked for Autumn 2025 • CSA • CAD • CIS-CSM