Skills Used: ServiceNow, LDAP, Powershell, C#, REST API, UI/UX, Active Directory
My company only has coverage for our ticketing system during normal business hours, but our hospitals are mostly open 24/7. Our associates frequently need access to utilize their logins for a variety of their workload. Before this project, if an associate working on a Friday night got locked out, they would have to wait until Monday to get help, and frequently that meant that they had to work outside of their normal schedule to gain access back into their accounts. Even during normal business hours, it was common for associates to wait five or more hours to get help getting back into their accounts (service desk of 5 people for 10,000 employees). Because of this, I wanted to make a way for supervisors to automatically be able to help the associates under them to regain access.
For years I was able to get agreement that the situation was poor from management, but without hard numbers to back up my reasoning it was difficult to get buy-in on initiating a project to correct the situation. Eventually I was able to convince my new manager to give me a week to focus on this project, and I created the prototype form and workflow for automating out this common complaint. After many revisions and collaboration with our security team, I am immensely proud that today our average account issue ticket is resolved within 5 minutes, rather than the four business-hour average we had before. With 20% of our tickets being account issues, this has saved us the need to gain additional personnel as we have gained more hospitals and created the leeway for myself and others to find other opportunities within our organization.
Donovan Pate 