https://semajfrancis.journoportfolio.comRSS Feed for Semaj FrancisenTue, 19 May 2026 00:00:00 +0100https://media.journoportfolio.com/users/260741/images/7ccd8a5f-1847-4faf-92c5-5e18a91fcee4.pngTue, 19 May 2026 00:00:00 +0100https://media.journoportfolio.com/users/260741/images/7ccd8a5f-1847-4faf-92c5-5e18a91fcee4.pnghttps://media.journoportfolio.com/users/260741/images/04868ba8-f4d0-4325-9bbd-e25af0e0b029.pngTue, 19 May 2026 00:00:00 +0100https://media.journoportfolio.com/users/260741/images/04868ba8-f4d0-4325-9bbd-e25af0e0b029.pnghttps://media.journoportfolio.com/users/260741/images/7a06ae42-62e2-4913-884d-4314540967e9.pngTue, 19 May 2026 00:00:00 +0100https://media.journoportfolio.com/users/260741/images/7a06ae42-62e2-4913-884d-4314540967e9.pnghttps://media.journoportfolio.com/users/260741/images/ecbd4866-b39e-4cb0-854b-fa94f42e50e6.pngTue, 19 May 2026 00:00:00 +0100https://media.journoportfolio.com/users/260741/images/ecbd4866-b39e-4cb0-854b-fa94f42e50e6.pnghttps://semajfrancis.journoportfolio.com/articles/servicenow-kb-revamp/I supported a large-scale ServiceNow knowledge base modernization initiative involving the review, restructuring, standardization, and optimization of 750+ knowledge articles across multiple IT support domains.Mon, 12 Jan 2026 00:00:00 +0000https://semajfrancis.journoportfolio.com/articles/servicenow-kb-revamp/https://docs.google.com/document/d/1jX8PvezjH_Dl77RLNMpf2-_7qFxV7hT1chi-zL_NI38/edit?tab=t.0#heading=h.93wnb0xxq8n8The Problem Users attempting to log into their accounts frequently encountered MFA (Multi-Factor Authentication) issues such as expired codes, missing push notifications, or lost device access. The existing support experience was unclear and fragmented, forcing users to either submit support tickets, contact the service desk, or abandon the login process entirely. This created delays in access, increased support volume, and disrupted user productivity. The Goal Enable users to quickly resolve MFA issues on their own by providing clear, accessible, and user-friendly guidance—reducing dependency on support teams and minimizing login disruptions. The Solution A structured, customer-facing help center article was developed to guide users through the MFA reset process step-by-step. This approach allowed users to resolve issues within their current experience without needing external assistance, while also improving overall documentation discoverability and usability. Disclaimer: This sample is a generalized representation of common MFA workflows and does not reflect any proprietary systems or internal processes from past employers.Mon, 27 Oct 2025 00:00:00 +0000https://docs.google.com/document/d/1jX8PvezjH_Dl77RLNMpf2-_7qFxV7hT1chi-zL_NI38/edit?tab=t.0#heading=h.93wnb0xxq8n8https://media.journoportfolio.com/users/260741/uploads/a15bcde2-e38c-4b2b-8cab-77c1eab9c914.pdfThis document details the integration of the ServiceNow API with an e-commerce website to automate user management, transaction tracking, and real-time report generation. It covers the technical implementation using RESTful APIs, OAuth authentication, JSON data exchange, and rate limiting. *Document edited for confidentiality purposes.Fri, 13 Dec 2024 00:00:00 +0000https://media.journoportfolio.com/users/260741/uploads/a15bcde2-e38c-4b2b-8cab-77c1eab9c914.pdfhttps://semajfrancis.journoportfolio.com/articles/password-manager/I owned the documentation planning, development, and standardization efforts that supported the password manager rollout initiative.Wed, 13 Nov 2024 00:00:00 +0000https://semajfrancis.journoportfolio.com/articles/password-manager/https://semajfrancis.journoportfolio.com/articles/vdi-documentation-initiative/I was responsible for organizing, updating, and standardizing documentation related to the organization’s VDI environment and supporting infrastructure.Mon, 26 Aug 2024 00:00:00 +0100https://semajfrancis.journoportfolio.com/articles/vdi-documentation-initiative/https://semajfrancis.journoportfolio.com/articles/technical-writing-basics/In today’s fast-paced world, technical writing often serves as a bridge between complex systems and their users. But what happens when your audience isn’t technically savvy? Writing for a non-technical audience requires a unique approach that prioritizes clarity, simplicity, and empathy.Fri, 04 Nov 2022 00:00:00 +0000https://semajfrancis.journoportfolio.com/articles/technical-writing-basics/https://media.journoportfolio.com/users/260741/uploads/e2005e95-3db6-4e96-a917-96f9aa31d32c.pdfCreated a Zoom user guide for a judge to access a virtual courtroom hearing.Fri, 10 Jun 2022 00:00:00 +0100https://media.journoportfolio.com/users/260741/uploads/e2005e95-3db6-4e96-a917-96f9aa31d32c.pdfhttps://media.journoportfolio.com/users/260741/uploads/59a449d7-d28f-44c8-927b-e24b3f51bce0.pdfWhite paper for fitness equipment brand, Tonal. Explaining the problem and the solution regarding health concerns.Sun, 05 Jun 2022 00:00:00 +0100https://media.journoportfolio.com/users/260741/uploads/59a449d7-d28f-44c8-927b-e24b3f51bce0.pdfhttps://media.journoportfolio.com/users/260741/uploads/85795502-c857-4685-a059-9420a310625a.pdfHow to quick start your Xbox One console at home.Sun, 29 May 2022 00:00:00 +0100https://media.journoportfolio.com/users/260741/uploads/85795502-c857-4685-a059-9420a310625a.pdfhttps://media.journoportfolio.com/users/260741/uploads/cdd0ec86-2e94-4dc3-a465-bfbee5f74dcf.pdfPolicy memorandum for logistics company that emphasizes PTO policy.Sun, 22 May 2022 00:00:00 +0100https://media.journoportfolio.com/users/260741/uploads/cdd0ec86-2e94-4dc3-a465-bfbee5f74dcf.pdfhttps://semajfrancis.journoportfolio.com/articles/call-swot-week-4/Where's the SWOT team when you need them? They come in handy especially when you want to dial down on your strengths, weaknesses, opportunities, and threats. That's essentially what SWOT Analysis is and I got to create my own version. This analysis made me realize to an even greater degree what I can work and what's currently working for me. A SWOT Analysis will help me track my progress throughout this journey. It will not go unnoticed.Thu, 28 Apr 2022 00:00:00 +0100https://semajfrancis.journoportfolio.com/articles/call-swot-week-4/https://semajfrancis.journoportfolio.com/articles/meeting-everyones-needs-business-analysis-week-3/Welcome back! After learning the about the life of a Sys Admin, we started this week by taking a peek inside the Business Analysis window and I got to say, it's been fun so far! Something interesting to me was the four types of projects a Business Analyst (BA) can have. First being a migration project which is the movement from one software to another (ex: migrating a client's system from Salesforce to ServiceNow).Fri, 22 Apr 2022 00:00:00 +0100https://semajfrancis.journoportfolio.com/articles/meeting-everyones-needs-business-analysis-week-3/https://media.journoportfolio.com/users/260741/uploads/bcecb681-ea09-4176-9d8b-f98725fde663.pdfComparing two ITSM softwares for a client to determine which one would be best for their workflows.Thu, 07 Apr 2022 00:00:00 +0100https://media.journoportfolio.com/users/260741/uploads/bcecb681-ea09-4176-9d8b-f98725fde663.pdfhttps://media.journoportfolio.com/users/260741/uploads/26342767-df23-4921-ae96-52e903b9f5f5.pdfThis new system will allow a local cafe to increase scope of business by reducing the labor cost involved. The system also allows users to quickly and easily manage an online menu which customers can browse and use to place orders with just a few clicks. Restaurant employees then use these orders through an easy to navigate graphical interface for efficient processing. Here's a how-to guide detailing the creation of the application. *Disclaimer: This document is not affiliated with, endorsed by, or created for Starbucks Corporation. Starbucks was used as a 'filler' company because it’s a well-known brand, while protecting the confidentiality of the affiliated company.Tue, 29 Mar 2022 00:00:00 +0100https://media.journoportfolio.com/users/260741/uploads/26342767-df23-4921-ae96-52e903b9f5f5.pdfhttps://www.journoportfolio.com/sampleLorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. 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Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.Sun, 20 Mar 2022 00:00:00 +0000https://www.journoportfolio.com/samplehttps://www.journoportfolio.com/sampleLorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.Sun, 20 Mar 2022 00:00:00 +0000https://www.journoportfolio.com/samplehttps://www.journoportfolio.com/sampleLorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.Sun, 20 Mar 2022 00:00:00 +0000https://www.journoportfolio.com/samplehttps://www.journoportfolio.com/sampleLorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum.Sun, 20 Mar 2022 00:00:00 +0000https://www.journoportfolio.com/samplehttps://semajfrancis.journoportfolio.com/articles/understanding-servicenow-with-mtbf-week-12/Hello to all! I hope everyone had a week filled with lots of success and lots of new information because mine certainly was! These past two weeks have been nothing short of informative. We began the System Administration segment and used the IT Service Management Guided Setup to assist a company with configuring their info, welcome page and inbound/outbound email notifications. We also utilized the ServiceNow PDI by creating update sets, users, roles, and groups to later assign those roles to users and groups to allow access for specific individuals involved in our team's implementation project. In Week Two, we focused more on developing an application for our client. I renamed modules, set roles, added fields via a personalized list, and adjusted the list view and form view for the tables that were created. The goal was to improve order accuracy, speed and reduce the labor costs amongst the client's employees.Sat, 19 Mar 2022 00:00:00 +0000https://semajfrancis.journoportfolio.com/articles/understanding-servicenow-with-mtbf-week-12/https://media.journoportfolio.com/users/260741/uploads/f3f038bc-6b34-4dab-977c-9e11d0d105c5.pdfA persona card giving insight on my strengths, frustrations, current position and personality.Sun, 06 Mar 2022 00:00:00 +0000https://media.journoportfolio.com/users/260741/uploads/f3f038bc-6b34-4dab-977c-9e11d0d105c5.pdf