Immanuel Ho
Epping,NSW
Summary
As a seasoned ServiceNow Developer with extensive experience in IT Service Management, Project Portfolio Management, and Field Service Management, I bring a wealth of knowledge in designing and implementing ServiceNow solutions that streamline business processes and enhance operational efficiency. My expertise extends to crafting robust solutions using HTML, XML, JavaScript/AJAX, and integrating with external systems through web services and SOAP.
Proficient in client engagement, I excel in conducting requirement gathering sessions, designing solution architectures, and delivering impactful customer presentations. My technical delivery is characterized by meticulous attention to detail, ensuring high-quality implementations that meet stringent timelines and deliver significant business value.
My practical experience is complemented by ServiceNow CSA, CAD, CIS certifications in SPM, CSM, FSM and ITSM, and ITIL v4 Foundation certification. These credentials underscore my deep understanding of the platform and my commitment to adhering to industry best practices.
I am eager to bring my technical prowess and problem-solving skills , where I can contribute to your team by delivering high-quality ServiceNow solutions and fostering positive outcomes for your diverse client base.
Overview
9
9
years of professional experience
1
1
Certification
Work History
ServiceNow Technical Consultant
TMLabs
04.2022 - Current
- Spearheaded comprehensive end-to-end implementations of Customer Service Management (CSM), IT Service Management (ITSM), and Field Service Management (FSM) solutions, delivering tailored and impactful results to each client.
- Developed a bespoke mobile application for a major hospitality and accommodation provider in Australia, enhancing operational efficiency and customer engagement through innovative ServiceNow platform customization.
- Significantly improved system performance and reliability by conducting detailed troubleshooting and root cause analysis, thereby minimizing technical disruptions and optimizing user experience.
- Expertly managed portfolio of concurrent projects, demonstrating exceptional organizational acumen and adeptness in meeting critical deadlines in high-pressure environments.
- Conducted comprehensive training sessions for end-users on newly implemented systems, ensuring seamless transition and enabling users to leverage full technological functionalities, which fostered enhanced productivity and system adoption.
- Holder of ITIL v4 certification and four Certified Implementation Specialist recognitions in Project Portfolio Management/Strategic Portfolio Management, Integrated Risk Management/Governance Risk and Compliance, IT Service Management, and Customer Service Management.
- Currently providing managed services for a government organization, integrating IRM, ITSM, FSM, CSM, and Hardware Asset Management (HAM) into cohesive, scalable solutions.
- Demonstrated expertise in front-end development, including HTML, CSS, and JavaScript, driving the enhancement of user interfaces and user experiences across multiple platforms.
- Developed a custom security application for TMLabs that enables visual visualization of user access to table records within the ServiceNow instance, enhancing data security and compliance monitoring.
Freelance Videographer
Immanuel Ho Media
01.2015 - 02.2022
- Specialized in crafting compelling short-form social media content, skillfully tailoring visual narratives to enhance brand presence and audience engagement for a diverse clientele including fitness centres, non-profit organizations, and wellness professionals.
- Demonstrated exceptional artistic vision and technical expertise as the cinematographer for high-profile music videos, notably Ivy Adara’s “Pressure,” ensuring artistic intent and brand message were effectively conveyed.
- Managed and executed live streaming of conferences for the Family Systems Institute over three years, showcasing strong technical acumen and consistent reliability in delivering high-quality, engaging live content for a non-profit focused on educational outreach.
Programmatic and Performance Assistant
Atomic212
02.2021 - 12.2021
- Strategically led and executed integrated digital marketing campaigns across programmatic, search, and social platforms, significantly enhancing campaign visibility and engagement for diverse client sectors including horticulture and travel.
- Fostered strong, collaborative relationships with clients such as Travel NT, Mortgage Choice, and the NSW Government, effectively managing their digital campaigns and ensuring alignment with their strategic objectives.
- Ensured high-performance standards and consistent campaign improvements by leading weekly performance reviews and proactive adjustments, which enhanced client satisfaction and campaign results.
- Developed a deep understanding and practical expertise in digital advertising tools including DV360, DCM, Google Analytics, SA360, and Google Ads, applying this knowledge to optimize campaign performance and provide insightful client reports.
- Excelled in a fast-paced, dynamic environment, consistently meeting deadlines and client expectations through meticulous campaign management and responsive communication.
Academic Presenter
Elevate Education
08.2017 - 01.2020
- Enhanced the academic skills and efficiency of over 4,000 high school students by effectively communicating and teaching advanced study techniques as an academic presenter.
- Delivered more than 250 seminars aimed at boosting student confidence and academic performance, emphasizing personal empowerment and overcoming educational challenges through practical, tailored advice.
- Excelled in engaging diverse student groups, inspiring them to recognize and utilize their potential, which facilitated improved academic results and personal development.
Technical Operations Intern
Workplace Giving Australia
05.2016 - 09.2016
- Gained hands-on experience in implementing Salesforce as a CRM including data loads, configuration of the platform and staff training.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
Education
Bachelor of Commerce - Finance
University of New South Wales
Sydney, NSW05.2020
Bachelor of Design -
University of New South Wales
Sydney, NSW05.2020
Skills
- Technical consulting
- Project Management
- User Training
- Presentations and public speaking
- ITIL Framework
- Software Development
- Requirements Gathering
- Technical Analysis
- Product Development
Certification
- ServiceNow Certified Implementation Specialist - Risk and Compliance
- ServiceNow Certified Implementation Specialist - Project Portfolio Management
- ServiceNow Certified Implementation Specialist - Customer Service Management
- ServiceNow Certified Implementation Specialist - IT Service Management
- ServiceNow Suite Certification - ITSM Professional
- ServiceNow Certified Application Developer
- ServiceNow Certified System Administrator
- ITIL Foundation Certificate in IT Service Management V4
- ServiceNow Over 10 Micro-Certifications
Languages
Indonesian
Limited Working
Timeline
ServiceNow Technical Consultant
TMLabs
04.2022 - Current
Programmatic and Performance Assistant
Atomic212
02.2021 - 12.2021
Academic Presenter
Elevate Education
08.2017 - 01.2020
Technical Operations Intern
Workplace Giving Australia
05.2016 - 09.2016
Freelance Videographer
Immanuel Ho Media
01.2015 - 02.2022
Bachelor of Commerce - Finance
University of New South Wales
Bachelor of Design -
University of New South Wales
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