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Click here or scroll down to respond to this candidateCandidate's Name
Senior Servicenow Developer/ArchitectEMAIL AVAILABLE PHONE NUMBER AVAILABLEStreet Address
ProfileI am invigorated by challenges and thrive in projects that push me beyond my comfort zone, as I believe continual learning of new development techniques is pivotal both for personal growth and the success of any organization. Driven by a passion for accomplishing tasks, I bring over a decade of expertise in the ServiceNow DevOps module, with a particular focus on implementing ITSM, CSM, HR, and ITSM Pro modules. Additionally, I have a track record of success in deploying Virtual Agents, Mobile Apps, Google Dialogflow chatbots, and integrating REST APIs with various platforms such as Jira, Workday, and Google Cloud. My proficiency extends to ServiceNow implementation, encompassing Workflow, Business Rules, Client Scripts, UI Actions, UI Policies, Email Notifications, and more, ensuring efficient and effective project execution.EducationUniversity of South FloridaComputer and Information Sciences BachelorApr 2000 Mar 2005 Tampa, FloridaProfessional ExperienceAltoros IrelandSenior Servicenow Developer/ArchitectSep 2020 Mar 2024Pleasanton, CA, United StatesLead the implementation of ServiceNow HR Service Delivery 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.Conduct 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 and recommend 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 ServiceNow Automated Testing Framework (ATF). Candidate's Name EMAIL AVAILABLEPractice strong business analytics and process methodologies during the projects.Additional responsibility to manage ServiceNow instances, Access management, environment governance 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, XMLExperience 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 load configuration information to CMDB.Configured ServiceNow discovery and orchestration.Managed Employee Self-Service portal (ESS).Responsible 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 to existing 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 deliver automated 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 after assigning relevant weight and business/service impact.Update CIs in the CMDB after successful change implementation.Ensure on-going and sustained customer satisfaction by delivering uninterrupted services.Initiated an awareness program for proper transition, change, delivery, and incident management. 365 Designs LLCSenior Servicenow Developer/ArchitectAug 2016 Jun 2020Houston, TX, United StatesAccountable 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 requirements provided by stakeholders ensuring all gaps and technical aspects are covered.Act as a consultant and subject matter expert (SME) for ServiceNow implementation, customization and development for different modules and applications including ITSM, ITOM, HRSD, ITBM and SecOps.Define project scope and deliverables adhering to business and functional requirements based on predefined quality measurements and business directions for ServiceNow implementations. Candidate's Name EMAIL AVAILABLEResponsible for project delivery, portfolio roadmap, project methodologies, process improvement, change management, best practices, and effective communication.Handle the overall SDLC process in both waterfall and Agile methodologies engaging BAs, geographically separated 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 the deliverables and report on project achievements and financials.Lead the program discovery and development of requirements, 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 higher management and stakeholders about the project status, risks, timelines and budgets.Resolve 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.Cost and budget analysis throughout the project making sure proper time keeping is always up to date.Additional responsibility to manage ServiceNow instances, Access management, environment governance 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 provide development 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 ServiceNow domain.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 and enhancements/customizations from business and correction 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.Candidate's Name EMAIL AVAILABLEApproved changes in existing processes and workflows, integration with other systems.ServiceNow report and dashboard creation for performance analysis. Altoros IrelandTelecommunications Support EngineerApr 2013 May 2016Los Angeles, CA, United StatesFulfilled network Monitoring, Operations & Maintenanceand integration tasks of Mobily VAS network.Support in implementation of necessary configuration changes on live network during planned change activities minimizing the downtimes.Coordination with project and planning teams for implementation of new marketing requirements and service 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 3G operator VIVA telecom in Bahrain.Refined charging policies and packages based on duration, volume and services.Post-launch performance monitoring and reporting.Support 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.SkillsServiceNow HRSMFundamentalITSMCSMDevOpsIntergration Hub MicroCerificationHRCMDBITILCandidate's Name EMAIL AVAILABLE |
