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Click here or scroll down to respond to this candidateCandidate's Name (US Citizen)
Certified Senior ServiceNow Developer/Consultant
EMAIL AVAILABLE | PHONE NUMBER AVAILABLE
Career Objective
As a Senior ServiceNow Developer with expertise in the Utah, Tokyo, and Washington D.C. releases, I am developing
comprehensive solutions across ITSM, ITOM, HRSD, CSM and other modules. I am continuously emerging my
ServiceNow integration skills to lead cross platform high-impact integration projects. I am committed to extend my
technical proficiency and experience in dynamic environment to deliver innovative solutions and operational
excellence.
Professional Summary
I have over 7 years of experience in delivering dynamic, efficient and automated solutions complying with
ServiceNow standards and IT industry best practices. I designed, developed, and implemented ServiceNow
applications, including customizations, integrations, and workflow automation. My professional journey has been
marked by a deep commitment to optimizing IT operations and driving innovation within ServiceNow environments.
I have excellent proactive and professional interpersonal skills as strong analytical skills, problem-solving, decision
making and engagement building skills.
Technical Expertise Professional Achievements
ITSM Incident, problem and change management Standardized Enterprise-wide data
ITOM, ITAM, ITBM, SPM, CSDM, CMDB, Discovery Optimized workflows and automated processes
HRSD case management, Employee Service Center Enhanced visibility and monitoring of IT
Flow Designer, App Engine Studio, and UI Builder infrastructure
Integration Hub, REST/SOAP APIs, Postman, and Glide Automated tracking and reporting
APIs, PowerShell, ATF Reduced compliance risks to enhance system
Web services, Scripted APIs, Client / Server Scripts efficiency
LDAP, SSO, OAuth, Git and Active Directory Designed and implemented integrations
JavaScript, jQuery, JSON, AJAX, XML and AngularJS Enhanced customer interactions and satisfaction
ITIL frameworks, Agile, SDLC, Kanban Improved user experience and efficiency
ATF, RPA, Virtual Agent, Mobile Agent Secure and efficient access management
Service Mapping, Knowledge Management 25% increase in asset utilization
SCCM, SecOps, DevOps, AIOps, ACLs 20% rise in HR case handling efficiency
Service Catalog, UI Actions / Policies, and Business 35% improvement in case resolution time
Rules 40% progress in incident response
C++, C#, Python, Java, MS SQL Server, JDBC and ODBC 30% reduction in problem resolution time
Education and Certifications
Bachelor s Degree, Accounting and Finance, University of Finance and Economics
Bachelor s degree, Business and Finance, Physics and Mathematics Lyceums
CSA - Certified System Administrator
Certified Application Developer (CAD)
ITIL - Information Technology Infrastructure Library
Work Experience
Senior ServiceNow Developer/Technical Consultant
Accelare, Inc | Apr 2022 Aug 2024
Gained extensive experience in managing complex ServiceNow implementations, reinforcing my ability to deliver
high-quality solutions and adapt to evolving technology trends.
Responsibilities
Lead in the deployment and configuration of ServiceNow modules, including incident, problem, and change
management, to support IT service management processes.
Managed and led development tasks, ensuring timely delivery of ServiceNow enhancements and
customizations. Collaborated with cross-functional teams to address technical issues, perform root cause
analysis, and implement solutions.
Optimized ITSM processes, focusing on incident and change management to enhance operational efficiency and
delivery. Streamlined communication for incident resolution tracking and reporting.
Implemented automated workflows for reducing manual intervention and improving response times,
configured auto approval rules and notifications, to ensure compliance with ITIL standards.
Designed and implemented tailored ServiceNow ITOM solutions, including custom integrations with ITOM tools
for seamless automation. Configured and maintained Discovery probes and sensors for comprehensive IT
infrastructure visibility.
Implemented managed configuration practices using Configuration Management Database (CMDB), MID
Servers, and Discovery tools to enhance the accuracy of IT infrastructure mapping and improve asset visibility.
Ensured reliable integrations to achieve seamless communication between ServiceNow and external systems
for reliable data transactions. Developed, validated, and maintained integrations using REST/SOAP APIs,
including custom integrations with Workday and Jira for streamlined data exchange.
Managed end-to-end integration projects, from requirements gathering to deployment, ensuring alignment
with business needs, endpoints and technical standards.
Spearheaded the implementation of Automated Test Framework (ATF) within ServiceNow instances, reducing
manual testing efforts significantly. Developed comprehensive test suites leveraging ATF to validate ServiceNow
configurations, workflows, and customizations.
Developed and maintained ServiceNow integrations with external systems using JSON and XML, including
building and configuring REST and SOAP APIs to ensure efficient data exchange and interoperability.
Leveraged Python for scripting and automating complex tasks, enhancing data processing and integration.
Utilized PowerShell to manage and automate Windows-based systems and infrastructure efficiently.
I have a deep expertise in ITBM and SPM in ServiceNow, facilitating efficient project and portfolio management.
Participated in user acceptance testing (UAT), gathering feedback and making necessary adjustments to ensure
the ServiceNow platform met user needs and expectations.
Every project I've taken on from ITSM to ITOM to CSM has been about driving operational efficiency and
delivering high-quality, user-centered solutions that support the organization s evolving needs.
Utilize data structures and algorithms to enhance query performance and system efficiency, while applying
object-oriented design principles for scalable and maintainable ServiceNow applications.
Leveraged design patterns for robust, reusable components and addressing performance and scalability.
Experienced with version control systems like Git, adept at managing code repositories, branching, merging, and
maintaining version history.
ServiceNow Admin / Developer
CRI Advantage | Feb 2020 Mar 2022
Achieved significant improvements in operational efficiency, streamlined processes, and enhanced user
satisfaction by optimizing ServiceNow functionalities and integrations.
Responsibilities
Developed comprehensive end-to-end workflows for various service catalog items, including hardware
requests, software installations, and access provisioning.
Collaborated with stakeholders to gather requirements, map process flows, and configure forms, notifications,
and task assignments to meet business needs.
Leveraged Flow Designer to automate intricate workflows, minimizing manual intervention, and designed
approval paths that efficiently routed requests based on department, cost center, and urgency, improving
request fulfillment speed.
Conducted user acceptance testing (UAT), gathered feedback to ensure user-friendly services, and provided
actionable insights for continuous improvement.
Created dynamic and responsive Service Portal pages using AngularJS and AJAX, enhancing user interaction and
satisfaction. Implemented Single Sign-On (SSO) to ensure secure authentication.
Enhanced the integration of GenAI within ServiceNow, including ITSM and HR automation workflows for tasks
like resume screening and interview scheduling. Deployed AI-powered chatbots with natural language
understanding (NLU) to improve customer service.
Developed custom widgets to display real-time data, such as ticket statuses and service metrics, improving user
experience and operational visibility.
Implemented multi-language support for the Service Portal, catering to a diverse user base and enhancing global
accessibility.
Built custom applications and integrations using JavaScript, Glide Script, and Apache Jelly to meet specific
business requirements.
Successfully implemented an Omni-channel support strategy by integrating CSM with various communication
platforms, including email, phone, and chat systems.
Extensive experience in implementing and optimizing the Common Service Data Model (CSDM) within
ServiceNow. I have expertise in aligning CSDM with ITSM processes to enhance service mapping and CMDB
accuracy.
Skilled in configuring CSDM to support ITOM, ITBM, and other ServiceNow applications.
Developed and managed ACLs, SLAs, and OLAs to track and enhance customer service performance.
Worked closely with cross-functional teams to define domain boundaries, establish access policies, and
implement role-based permissions across the organization.
Experienced in configuring and deploying Service Graph Connectors to enhance CMDB data accuracy.
Skilled in automating API requests in Postman to streamline ServiceNow integration processes.
Configured ITAM workflows to manage IT asset lifecycles, including hardware and software asset management
(HAM, SAM) and license tracking, with automated asset discovery and reconciliation processes.
Played a key role in configuring ITSM tools within the Service Integration Layer, developing web services for
various technologies, and supporting client demos.
Designed and implemented CMDB models to capture and manage CI relationships, configured forms and fields,
and created dashboards to monitor CMDB health and data quality.
Designed and developed custom dashboards and reports using performance analytics to provide real-time
insights into project health, performance metrics, and key operational indicators.
ServiceNow Developer
Lighthouse | Apr 2018 Jan 2020
Shadowed experienced developers and project leads to gain insights into development processes, problem-solving
techniques, and strategies for effective ServiceNow solution delivery.
Responsibilities
Implemented and customized GRC modules to meet organizational requirements, streamlining risk
management, policy compliance, and audit processes, ensuring adherence to regulatory and internal standards.
Developed automated workflows and controls to monitor and mitigate risks in real-time, enabling proactive risk
management, real-time compliance monitoring, and swift issue resolution.
Collaborated with cross-functional teams to integrate GRC practices with the broader IT infrastructure, ensuring
seamless data flow and enhancing decision-making.
Configured and optimized Release Management processes, aligning workflows with organizational release
strategies, improving visibility, and ensuring a smooth lifecycle presentation to business owners and
stakeholders.
Utilized JMS integration, scheduled jobs, and MID-server scripts to integrate ServiceNow with external SOAP
and REST-based web services, ensuring efficient data transmission and reliable communication.
Conducted regression testing analysis following software updates, identifying key application areas for testing
to prevent downtime and maintain system integrity.
Performed root cause analysis for recurring customer issues, identifying underlying problems and implementing
corrective actions to prevent future occurrences.
Managed system and application configuration tasks, providing Level 2 business support, troubleshooting
complex issues, applying configuration changes, and ensuring effective resolutions.
Created JavaScript logic for validation, animations, transitions, templates, and date picking, and developed
dynamic, responsive web experiences using HTML, CSS, and Bootstrap for optimized user-centric design.
Designed and implemented domain separation protocols, ensuring secure, isolated instances tailored to the
specific needs of multiple clients.
Developed transform maps with automatic field mapping and scripting for efficient data imports, and managed
update set tracking and export/import processes.
Designed and implemented user interfaces and UI actions, such as buttons and context menus, to enhance user
interaction and experience, facilitating efficient navigation within the platform.
Applied ACLs for field-level and table-level security, ensuring robust data protection, and created data sources
to load tables with various data formats while maintaining data integrity.
Integrated ServiceNow with SAP and Oracle E-Business Suite, synchronizing financial and operational data for
improved accuracy and efficiency.
Extensive expertise in scripting across the ServiceNow platform, with strong proficiency in Glide APIs and
developing scoped applications. Skilled in utilizing Glide APIs for efficient interaction with the ServiceNow
database, enabling advanced data retrieval, manipulation, and automation of workflows.
Experienced in designing and implementing custom scoped applications within isolated namespaces, ensuring
secure and maintainable code.
Proficient in writing Business Rules, Script Includes, Client Scripts, and UI Actions using JavaScript to enhance
functionality, optimize performance, and customize the ServiceNow environment to meet specific business
requirements.
ServiceNow Admin
CDW | Jan 2017 Mar 2018
Developed a robust understanding of ServiceNow's core features and administration practices, leading to
optimized platform performance and user satisfaction.
Responsibilities
I began my role as a ServiceNow Admin with a focus on understanding the core functionalities of the ServiceNow
platform.
During the initial months, I immersed myself in learning and implementing essential components including UI
Policies, UI Actions, Business Rules, Client Scripts, Script Includes, and Glide APIs.
I acquired a deep understanding of Workflows, which are critical for automating and streamlining business
processes. This foundational knowledge enabled me to effectively manage and customize various aspects of the
ServiceNow instance.
For five months, I joined a support development team responsible for ITSM Service Catalog Implementation.
My role involved working on support tickets, customizing catalog items, and developing catalog workflows.
I contributed to troubleshooting issues, refining service catalog components, and enhancing the overall user
experience by addressing both technical and functional challenges.
Throughout my tenure, I gained hands-on experience in ServiceNow administration by managing day-to-day
platform operations, including user management, access controls lists, and system configurations.
I demonstrated expertise in creating and maintaining UI configurations, managing business rules, and ensuring
the smooth operation of ServiceNow modules.
My involvement in the ITSM Service Catalog project further honed my skills in integrating service catalog items
and workflows into the ServiceNow environment.
Successfully delivered key administrative and support tasks, improved ServiceNow configurations, and
contributed to the effective implementation of ITSM Service Catalog solutions.
Created and managed user accounts, groups, and roles within ServiceNow, ensuring proper access control and
permissions. Assisted in configuring basic platform settings, including setting up forms, lists, and tables, and
customizing the user interface as needed.
Supported the IT team by managing and resolving incidents and service requests within ServiceNow, following
standard workflows and procedures. Performed routine platform maintenance tasks, such as monitoring system
health, applying updates, and troubleshooting basic issues.
Learning and applying fundamental scripting techniques to automate tasks and customize workflows within the
platform. Imported, exported, and managed data within ServiceNow, ensuring data integrity and consistency.
Provided assistance in creation and maintenance of knowledge articles, ensuring they are up-to-date.
Continuously learning and understanding core ServiceNow concepts, including ITSM processes, workflow
automation, and platform architecture, to build a solid foundation in ServiceNow administration.
Documented configuration changes, workflows, and procedures to maintain a clear record of platform
modifications and ensure knowledge transfer.
Provided basic support and training to end-users on how to navigate and use ServiceNow effectively.
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