John Hall

Background

About John Hall

With over 8 years of work experience in IT service management, John is a passionate and skilled ITSM professional who strives to deliver excellent customer service, improve processes, and enhance knowledge management. John has a ITIL Foundation Level certification and a strong background in using ServiceNow and Jira platforms. Currently, John is looking for new opportunities to apply his ITSM expertise and contribute to the success of a dynamic and innovative organization. John’s most recent role was as an ITSM Operations Analyst at Ciox Health, where he worked with the ITSM Team to manage their Ciox instance of Jira. He was responsible for helping to maintain the CSAT spreadsheet, following up on negative surveys and sending the feedback of positive surveys to employees. He worked on improving the Incident Management process, creating the Priority Matrix, Incident Workflows, OLAs and SLAs, Incident Process and Procedure documents, Ticket Handling Documentation, and a One Page User Guide. He was laid off in July 2023 before he could complete the Incident Management project. Prior to that, he was an ITSM Specialist II at Ferguson Enterprises, where he executed the day to day tasks required to keep the Knowledge base up to date and formatted properly. He also took over strategic responsibilities for the Knowledge base as Knowledge Manager, and worked on researching potential ServiceNow enhancements, creating Knowledge reports, training Subject Matter Experts, and attending project meetings. John has excellent customer service, Microsoft Excel, and Microsoft Office skills, which he uses to perform his duties and communicate effectively with stakeholders.