Gugu Mthiyane
Cape Town,WC
Summary
Adaptable ServiceNow Technical Specialist with extensive technical experience on the platform, servicing and providing measured value in various industries including Aviation, Oil & Energy, Finance and Telco. Developed comprehensive expertise in implementing IT solutions aligned with ITIL best practices while following the SDLC methodology in ensuring end-to-end fulfillment of automating business processes and making the way of work better.
Overview
14
14
years of professional experience
4
4
Certifications
Work History
Servicenow Technical Specialist
Wavenet
06.2025 - Current
- Engage with business stakeholders to capture, document, and analyse current and target state processes
- Implemented continuous Improvement initiatives that align with and support the business strategy
- Assessed demands and stories for technical solution approach and design and communicated to relevant stakeholders
- Configured service bridge integrations between organization and customer instances for automated ticket management
- Automated manual processes using Flow Designer
- Improved Order and Asset Management processes
- Acted as a bridge between technical teams and business users to ensure clarity and alignment on solution delivery
- Translated business requirements into digital workflows within ServiceNow
- Supported testing, documentation, and knowledge transfer for newly implemented processes
Servicenow Senior Technical Specialist
Quintica SA
01.2023 - 11.2024
- Managed & executed customers’ instance upgrades activities
- Implemented CSM and FSM Processes for clients to service their customers through the portal and the backend views
- Automated manual process for Field Service Engineers working on mobile devices
- Built Service Catalogs and Workflows to manage Service Request Items’ Lifecycle
- Implemented IT Asset Management Processes & Lifecycle
- Supported business enhancements, demands and incidents as part of day-to-day operations
- Gathered business requirements and analysed existing AS-IS Asset management processes
- Compiled ServiceNow UI training documentation for end users
- Built custom applications using ServiceNow’s App Engine platform
- Customised solutions using basic JavaScript to achieve business outcomes
- Developed custom tables for data management and uploaded data into ServiceNow platform using import sets and transform maps
- Setup security control rules for access to tables, fields, records and other resources using ACLs
- Collaborated with various teams to ensure valid IT changes are released into the production environment
- Attended CAB meetings to review planned and scheduled IT changes
- Initiated normal, standard and emergency changes with all related documentation and reviewed the same on implementation to production
Family Carer & Skills Enhancement
Professional Sabbatical
10.2020 - 12.2022
- Enrolled in Advanced Diploma qualification in Information Resource Management
- Provided primary care for young children
ServiceNow Technical Consultant
Quintica SA
06.2017 - 09.2020
- Supported client’s operational issues and provided remediation
- Configured and implemented ITSM modules as per business needs including Incident, Problem, Service requests, Change Management and setup SLA/OLAs and Knowledge base processes
- Mentored and shared knowledge with junior resources
- Identified client needs and communicated the value of ServiceNow to address business needs
- Performed system testing & trained end users on new system enhancements
- Setup & scheduled reports and dashboards for various work teams as required
- Managed the roll-out of new ServiceNow releases & deployments to production via update sets
ServiceNow Administrator
Cornastone Enterprose Systems
03.2012 - 05.2017
- Conducted User Acceptance Testing with end users and process owners
- Tested future ServiceNow releases and features before deployment
- Provided continuous improvement to processes where applicable through stakeholder engagements
- Customized workflows that automate business processes from inception to closure
- Provided ongoing support for business needs i.e. configuration, implementation and support with the use of client scripts, business rules, UI Actions, scheduled jobs
- Escalated issues in an effective and efficient manner to relevant stakeholders
Education
Advanced Diploma - Information Resource Management
University of South Africa
Cape Town12-2025
Business Systems Analysis -
University of Cape Town
Cape Town09-2018
National Diploma - Computer Systems Engineering
University of Johannesburg
Johannesburg12-2011
Skills
Technical support
IT service management
Quality assurance testing
Strategic planning
Process Digitalization
Automated solutions
Digital Transformation
Systems Analysis
Certification
ServiceNow Certified System Administrator, 2023
Timeline
Servicenow Technical Specialist
Wavenet
06.2025 - Current
Servicenow Senior Technical Specialist
Quintica SA
01.2023 - 11.2024
Family Carer & Skills Enhancement
Professional Sabbatical
10.2020 - 12.2022
ServiceNow Technical Consultant
Quintica SA
06.2017 - 09.2020
ServiceNow Administrator
Cornastone Enterprose Systems
03.2012 - 05.2017
Advanced Diploma - Information Resource Management
University of South Africa
Business Systems Analysis -
University of Cape Town
National Diploma - Computer Systems Engineering
University of Johannesburg