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Lee Kraus

@leekraus

ServiceNow Administrator at COOLEY, LLP who automated 50+ workflows and reduced manual ticket entry by 50%.

At COOLEY, LLP, I directed ServiceNow’s platform lifecycle from San Diego through Yokohama, including upgrades, patch management, and the implementation of Next Experience UI. I also led a global migration of 3,000+ users from legacy ITSM to ServiceNow.

I developed 50+ custom workflow templates that reduced manual ticket entry by an average of 50%. By integrating an external contact center API with ServiceNow, I helped reduce First Touch MTTR by 30% and improve escalated ticket resolution by 60%.

At SECURITY ON-DEMAND, I acted as the sole ServiceNow Administrator and guided the instance through five major upgrades with zero unplanned downtime. I launched a CSM Client Portal that reduced inbound calls by 25%, and co-led a data center relocation.

Experience

Work history, roles, and key accomplishments

CL

Technology Client Services System Engineer

Mar 2022 - Nov 2025 (3 years 8 months)

Directed ServiceNow platform evolution from San Diego through Yokohama, overseeing upgrades and Next Experience UI. Led global migration for 3,000+ users, developed 50+ workflow templates, and integrated external contact center API to reduce MTTR.

SO

Service Desk Technician III / Solo ServiceNow Admin

Security On-Demand

May 2018 - Feb 2022 (3 years 9 months)

Acted as sole ServiceNow Administrator, guiding instance from Jakarta through San Diego with zero unplanned downtime. Launched CSM Client Portal reducing inbound calls by 25%, integrated Azure/AD and Duo MFA for SSO, and co-led data center relocation.

ServiceNow CSM CMDB Flow Designer Service Portal Update Sets Business Rules Client Script UI Policies ACLs Incident Management Change Management Problem Management Azure Active Directory Duo MFA SSO Networking Data Center Management

PS

Audio-Visual Technician

PSAV

Dec 2016 - May 2018 (1 year 5 months)

Managed property-wide network configurations, including VLANs and port mapping using CDP Cisco Client tools for high-profile enterprise events.

Networking VLAN Cisco CDP Port Mapping

HS

Subcontractor (Service Request Management)

HP Enterprise Services

Utilized Remedy and Active Directory to resolve complex technical issues for NMCI staff under a Secret Clearance.

Remedy Active Directory Technical Support DoD Secret Clearance

Education

Degrees, certifications, and relevant coursework

UD

University of California San Diego

Bachelor of Science, Biology

Bachelor of Science in Biology from the University of California San Diego.

SE

ServiceNow

ServiceNow Certified System Administrator (CSA), ServiceNow Administration

Certified System Administrator (CSA) certification from ServiceNow.

Tech stack

Software and tools used professionally

Windows 10

Microsoft Entra ID

SOAP API

Availability

Looking for a job

Location

United States

Authorized to work in

Salary expectations

100k+ USD

Social media

Job categories

ServiceNow Administrator IT Manager Systems Engineer

Skills

ServiceNow Administration ServiceNow Architecture IT Service Management Customer service management Configuration Management Database (CMDB)Workflow Automation Flow Designer Service Portal Business Rules Client Script UI Policies Access Control List (ACL)Incident Management Change Management Problem Management

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