Opal Porter
@opalporter
ServiceNow Developer / ITSM Analyst at Alabama Community College System, who built an employee onboarding solution with automated fulfillment.
United StatesWhat I'm looking for
At Alabama Community College System, I continued the ServiceNow implementation after the vendor departed, supporting the System Office and 24 community colleges. I translated stakeholder requirements into platform configurations, testing, deployments, documentation, and training.
I built an employee onboarding solution using email-to-ticket processing and automated catalog fulfillment, and created REST API integrations for service-status information. At DISA, I built the Quality Assurance program and led 10 analysts supporting service desk metrics, customer experience, and service improvement.
Experience
Work history, roles, and key accomplishments
ServiceNow Developer / ITSM Analyst
Alabama Community College System
Dec 2025 - Present (10 months)
Served as primary ServiceNow technical and business-analysis resource for the System Office and 24 community colleges, supporting end-to-end delivery lifecycle including requirements, configuration, testing, deployment, and support.
Section Chief, Metrics & Analytics
Defense Information Systems Agency
May 2017 - Nov 2025 (8 years 6 months)
Led a team of 10 analysts supporting Global Service Desk metrics, quality assurance, customer experience, governance, and service improvement. Built the Quality Assurance program from the ground up and designed ServiceNow dashboards and reports for senior leadership.
IT Customer Support Analyst
Defense Information Systems Agency
Apr 2013 - May 2017 (4 years 1 month)
Developed a decision-tree knowledge base in ITSM that reduced resolution times by 10% and empowered Tier 1 agents. Conducted root-cause analysis and monitored KPIs to prevent recurring incidents and improve service stability.
Education
Degrees, certifications, and relevant coursework
ITIL 4
ITIL 4, IT Service Management
Certification in ITIL 4.
HDI
HDI Support Center Director, Support Center Management
Certification as HDI Support Center Director.
HDI
HDI Manager, Support Center Management
Certification as HDI Manager.
HDI
HDI Team Lead, Support Center Management
Certification as HDI Team Lead.
HDI
HDI Customer Experience, Customer Experience
Certification in HDI Customer Experience.
ServiceNow
ServiceNow Reporting & Performance Analytics, ServiceNow
Certification in ServiceNow Reporting and Performance Analytics.
DevOps
DevOps, DevOps
Certification in DevOps.
CompTIA
Security+, Information Security
Security+ certification.
Unix
Unix, Operating Systems
Unix certification.
Red Hat
Linux (Red Hat), Operating Systems
Linux (Red Hat) certification.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
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