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Click here or scroll down to respond to this candidateProfileI enjoy being challenged and engaging with projects that require me to work outside my comfort and knowledge set, as continuing to learn new development techniques are important to me and the success of your organization. Passionate to take things done. A few I would like to highlight that would enable me to contribute to your bottom line are Have more then 10+ years experience in ServiceNow in DevOp module. Especially in have deep knowledge of ITSM, CSM, HR and ITSM Pro modules Implement. Other than have experience in implementation of Virtual Agent/Mobile App, Google Dialogflow chatbots,REST APIs integrations with Jira, workday,Google cloud, etc.. ServiceNow implementation (Workflow, Business rules, Client Script, UI Action, UI Policies, Email notifications etc..)Professional ExperienceSenior Servicenow Developer/Architect,Candidate's Name
Lead the implementation of ServiceNow HR ServiceDelivery to replace existing HR case system within the bank.Collaborate with different HR teams within the bank and understand the requirements to provide the roadmap and design for the HR practice.Pleasanton, CA,United StatesConduct the discovery sessions and workshops with the line of businesses to gather the requirements.Drive the transformational journey from existing legacy system to state of the art workflow bases HR services to improve the efficiency and reliability of the HR services.Access the current state of the case types andrecommend the future state within ServiceNow.Responsible for proof of concepts and demos to higher management and stake holders.Define the workflows for HR cases and customize/extend the existing functionality to meet the business needs.Laid the foundation and architectural discussions for the ServiceNow GRC implementation.Support in testing the solution using ServiceNowAutomated Testing Framework (ATF).Practice strong business analytics and processmethodologies during the projects.Additional responsibility to manage ServiceNowinstances, Access management, environmentgovernance and upgrades to new platform versions.Excellent custodian of ServiceNow best practices, latest platform releases and feature enhancements.Implementing CMDB, scripting such as Javascript, CSS, XMLSenior ServiceNow Developer / ArchitectPHONE NUMBER AVAILABLEJustin ShuttEMAIL AVAILABLE1322 Garrison St Apt C28 Oceanside CA 9205401/2022 1/2024Experience dealing with technical end-users in a support role Experience with web services via APIs is a plusDesigned CI orchestration activity layouts to automate CI processes across the ITSMspectrum from monitoring tools such as Intune and CDW to be able to create alerts and incidents into JIRA.Performed the task of using Discovery to loadconfiguration information to CMDB.Configured ServiceNow discovery and orchestration. Worked on Discovery and set upmid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.Managed Employee Self-Service portal (ESS).Enable the Okta SSO integration to provide single sign- on-accessResponsible for implementation, administration, and maintenance of ITSM tools (Remedy, HPSM) testing and production instances for different clients.Load, transform and maintain data interfaces between ITSM and other systems.Providing solution for requested enhancements toexisting applications and process flows.Educate clients and negotiate the right technical solutions to meet client's business requirements.Provide detailed architecture analysis and design, and direction on the development activities.Respond to and address customer issues and queries in timely manner.Upgrades and new releases deployment on customer's instances.Work with functional and admin teams to deliverautomated workflow solutions.Facilitate and support the rollout of new application and enhancements.Support and validate Change and Incident Management tasks for Etisalats Mobile Core GPRS and VAS network.Screen and approve new change requests afterassigning relevant weight and business/service impact.Update CIs in the CMDB after successful changeimplementation.Ensure on-going and sustained customer satisfaction by delivering uninterrupted services.Initiated an awareness program for proper transition, change, delivery, and incident management.Senior Servicenow Developer/Architect,365 Designs LLCAccountable for the planning and successful delivery of ServiceNow projects with moderate risk, complexity, and cross functional business impact for internal and external customers.Responsible to analyze the system status and come up with design and architecture for the requirementsprovided by stakeholders ensuring all gaps andtechnical aspects are covered.Houston, TX,United States12/2019 12/2021Act as a consultant and subject matter expert (SME) for ServiceNow implementation, customization anddevelopment for different modules and applications including ITSM, ITOM, HRSD, ITBM and SecOps.Define project scope and deliverables adhering to business and functional requirements based onpredefined quality measurements and businessdirections for ServiceNow implementations.Responsible for project delivery, portfolio roadmap, project methodologies, process improvement, change management, best practices, and effectivecommunication.Handle the overall SDLC process in both waterfall and Agile methodologies engaging BAs, geographicallyseparated development, QA, UAT, Business, support, 3rd party vendors and delivery teams.Provide leadership and support to help define project scope, develop schedules and timelines, track thedeliverables and report on project achievements and financials.Lead the program discovery and development ofrequirements, business cases, and statement of work, program or project charters, and governance structure and communication channels between teams.Develop the roadmap and strategy for ServiceNow ITSM and ITOM process solution to meet or exceed customer satisfaction.Effective communication and reporting to highermanagement and stakeholders about the project status, risks, timelines and budgets.Resolve conflicts and issues arising from competing priorities and develop change/release managementplans to instill consensus across functional teams.Closely monitor the status of the projects by chairing scrum calls, getting updates from various units,resolving blockers by identifying the potential risks.Cost and budget analysis throughout the project making sure proper time keeping is always up to date.Additional responsibility to manage ServiceNowinstances, Access management, environmentgovernance and upgrades.Accountable for administration, configuration,development and support for ServiceNow out of the box and customized business critical applications.Responsible to scope, estimate and providedevelopment efforts on the requirements received from different line of business (LOBs).Lead the development teams by providing the design and agreed deliverables by carefully analyzing the requirements and needs.Responsible for Business as usual for ServiceNowdomain.Contribute to continuous improvement of processes, standards, policies, working methods, and tools.Analyze and provide roadmaps for Enterprise level service management.Implementation of new requirements andenhancements/customizations from business andcorrection of existing defects in accordance with ITIL best practices and standards.Creation and modification of custom tables and views to create new applications in ServiceNow.Involved in web service integrations using multiple interfaces such as SSO, LDAP/LDAPs, MID servers,Email and ODBC for import and export of data and user management.Utilizes best practices for development, conducts thorough testing, analysis, and certification of changes to Service-now. Ensures all assigned project tasks required for the implementation of Service-now are completed on schedule.Experience administering master data tables and core configuration, forms, lists and service categories.Approved changes in existing processes and workflows, integration with other systems.ServiceNow report and dashboard creation forperformance analysis.Telecommunications Support Engineer, Futurealti IncFulfilled network Monitoring, Operations & Maintenance and integration tasks of Mobily VAS network.Support in implementation of necessary configuration changes on live network during planned changeactivities minimizing the downtimes.Los Angeles,CA,United StatesCoordination with project and planning teams forimplementation of new marketing requirements andservice launch.Streamlined Fault investigation, troubleshooting, outage restoration processes and activities of Network.Performed the rigorous testing with the vendors before any go-live for any new change or customization being introduced to customer environment.Analysis of incidents on monthly basis for different customers to foresee the changes (making proposals and highlighting the future service delivery factors).Undertook problem investigation and diagnosis,identifying workarounds, recording known errors and associated resolutions.Ensured on-going and sustained customer satisfaction.Efficient Team management and resource alignment for drive tests, work orders and customer meetings.Provided complete support for commissioning,installation, integration and commercial launch of Huawei Online Charging System (OCS) for 1st 3Goperator VIVA telecom in Bahrain.Refined charging policies and packages based onduration, volume and services.Post-launch performance monitoring and reporting. 05/2018 12/2019Support in integration of charging system with other VAS entities.Initiated technical training sessions for 1st line and contact center staff for handling customer charging complaints.EducationBachelor's Degree Master (Computer Science),University of North Carolina at GreensboroSkillsServiceNow System Administrator CertifiedServiceNow Application Development FundamentalServiceNow HRSM Fundamental Intergration Hub Miro Cerification ITIL< ITSM, HR, CSM,, DevOp, CMDBLanguagesEnglishTechnical Skill setExperienced Enterprise Service Management consultant with proven track record in Service Architecture, Delivery, Implementation and Continual Operational support and Maintenance.Hands on experience in providing roadmaps, managing and delivering BAU releases, upgrades, enhancement, configurations, customizations and transformations for various IT Enterprise systems and clients using best practices.Extensive experience in various areas of ServiceNow platform including ITSM (Incident, Problem, Change, Request Management), ITOM (Event Management, CMDB, IT Asset Management), HRSD, UI/UX (Portals, Employee Service Center portal (ESC)), SecOps, ITBM, Integrations with third parties and system upgrades and platform governance.Trained and practiced with ITIL standards for Operational Support & Analysis and service delivery to ensure continuous improvement and customer satisfaction.Experienced on consulting roles scoping new opportunities and developing solutions for complex enterprise level problems for different clients within IT domain.Make it happen approach in meeting timelines of targets with the help of effective planning, reporting, tracking of project activities including requirement collection, design, development, integrations and aligning DIT/SIT/UAT teams.Hands on experience dealing cloud platforms and services.Experienced leading small and medium sized projects both from technical and management prospective.Enjoy Customer service, target oriented coordination with clients, stakeholders, vendors/suppliers, and managers.Excellent Written and Verbal Communication skills.Develop the roadmap and strategy for ServiceNow ITSM and ITOM process solution to meet or exceed customer satisfaction.Effective communication and reporting to higher management and stakeholders about the project status, risks, timelines and budgets.04/201304/2017Resolve conflicts and issues arising from competing priorities and develop change/release management plans to instill consensus across functional teams.Closely monitor the status of the projects by chairing scrum calls, getting updates from various units, resolving blockers by identifying the potential risks.Continuous improvement mindset to cultivate the opportunities for increase in return on investment.Cost and budget analysis throughout the project making sure proper time keeping is always up to date.Strong ability to disseminate technical issues for non-technical stakeholders.Additional responsibility to manage ServiceNow instances, Access management, environment governance and upgrades. |
