Nicola Pinto
Summary
Seasoned professional with extensive experience in designing and implementing ServiceNow ITSM solutions aligned with business objectives. Led initiatives to develop automated workflows, ensuring compliance with SLAs and KPIs while providing technical expertise to internal teams. Played a crucial role in assessing and optimizing processes, resulting in improved service delivery and efficient resource management. Expert in defining governance and architectural strategies to support digital transformation initiatives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
ServiceNow Platform Manager
Telepass
Milan
08.2021 - Current
- Designed and implemented ServiceNow ITSM solutions to align with business objectives and integrate with existing processes.
- Led development of automated workflows for core ITSM processes, ensuring SLA and KPI compliance.
- Provided technical leadership as subject matter expert for ServiceNow ITSM to internal teams and stakeholders.
- Assessed and enhanced ITSM processes, driving improvements through ServiceNow adoption for optimized service delivery.
- Defined scalable strategies for ServiceNow architecture and governance throughout solution lifecycle to support digital transformation.
- Served as key escalation point for technical issues in ServiceNow ITSM workflows, resolving them swiftly to minimize disruption.
- Facilitated stakeholder collaboration to translate requirements into effective ServiceNow solutions.
- Monitored health, compliance, performance, and license capacity of ServiceNow platform, proactively addressing issues.
Cloud Transf & Arch Consultant
Accenture
Milan
05.2021 - 08.2021
- Delivered architectural design and technical solutions for ServiceNow implementations in global banking projects.
- Developed custom ServiceNow applications and workflows, ensuring security through data isolation.
- Integrated ServiceNow with third-party tools using REST/SOAP APIs to enhance functionality.
- Supported development teams to optimize efficiency during project delivery.
Cloud Transf & Arch Analyst
Accenture
Milan
04.2019 - 05.2021
- Streamlined Incident Management and Request Management processes for banking clients.
- Facilitated migration and integration of legacy systems to ServiceNow, ensuring seamless transitions.
- Created user-friendly portals and automated workflows to improve service delivery.
- Coordinated technical and organizational support for project teams throughout implementation.
IT Consultant
Reply
Milan
09.2017 - 03.2019
- Configured and optimized ITSM processes for banking and travel clients on ServiceNow.
- Upgraded Service Desk functionalities to enhance user experience using ServiceNow ITSM capabilities.
- Led requirements gathering and process automation to deliver tailored solutions.
- Managed server migrations and UI design for client onboarding solutions.
Tech Campus - Web Developer Full Stack
auLAB srl
Bari
03.2017 - 05.2017
- Developed web applications utilizing PHP, Laravel, JavaScript, and modern frameworks.
- Participated in team projects applying Agile methodologies to enhance collaboration.
- Completed comprehensive Web Programming training covering HTML 5, CSS, and command line.
- Mastered design principles, Bootstrap framework, and object-oriented programming in PHP.
- Implemented GIT version control for efficient code management across projects.
- Utilized SQL and NoSQL databases for effective data handling and storage.
- Employed test-driven development practices to ensure application reliability.
- Engaged in multiple Laravel projects focusing on refactoring and dependency injection.
University Internship
Department of Computer Science (Università degli Studi di Bari)
Bari
09.2016 - 12.2016
- Duration: 300 hours
- Objective: studying and researching the most appropriate methods of interaction for the development of a Natural User Interface (NUI) to allow the consultation of information about cultural heritage.
Education
Degree - Informatica e Comunicazione Digitale
Università Degli Studi Di Bari
Bari01.2016
Quantity surveyor diploma -
ITG Nervi
Altamura01.2011
Skills
- ServiceNow platform management
- ITSM processes
- Project management
- Stakeholder engagement
- Team leadership
- Process optimization
- Troubleshooting
- Communication skills
- Continuous improvement
- Agile methodologies
Certification
- ServiceNow Certified System Administrator
- Foundations of Project Management
- Foundations of User Experience (UX) Design
- Start the UX Design Process: Empathize, Define, and Ideate
- User Experience e Customer Experience (24Ore Business School)
Languages
Italian
First Language
English
Advanced (C1)
C1
Timeline
ServiceNow Platform Manager
Telepass
08.2021 - Current
Cloud Transf & Arch Consultant
Accenture
05.2021 - 08.2021
Cloud Transf & Arch Analyst
Accenture
04.2019 - 05.2021
IT Consultant
Reply
09.2017 - 03.2019
Tech Campus - Web Developer Full Stack
auLAB srl
03.2017 - 05.2017
University Internship
Department of Computer Science (Università degli Studi di Bari)
09.2016 - 12.2016
Degree - Informatica e Comunicazione Digitale
Università Degli Studi Di Bari
Quantity surveyor diploma -
ITG Nervi
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