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Click here or scroll down to respond to this candidateCandidate's Name (US Citizen)
Certified Senior ServiceNow Developer
PHONE NUMBER AVAILABLE | EMAIL AVAILABLE
https://LINKEDIN LINK AVAILABLE
Career Objective
As a highly experienced and certified Senior ServiceNow Developer, I aim to leverage my extensive expertise in
ITSM, ITAM, ITOM, ITBM, and Security Operations to deliver innovative and scalable solutions. With a focus on
optimizing CMDB accuracy, automating workflows, and enhancing service delivery, I seek to contribute to a dynamic
organization by improving system efficiency, driving continuous improvement, and aligning solutions with business
objectives and ITIL best practices.
Technical Skills
Category Skills
- ITSM, ITOM, ITAM, ITBM, CMDB, SAM
- Service Portal, Service Catalog, Discovery, Service Mapping, Integration Hub,
Event Management, SCCM
ServiceNow Modules and
- App Engine Studio (UI Builder, Catalog Builder, Mobile App Builder, Flow
Applications
Designer)
- Glide APIs, Workflow Designer, ATF
- Virtual Agent, Performance Analytics
Development Languages - C++, C#, Python, Java, PHP
Web Technologies - HTML, CSS, JavaScript, AngularJS, Node.js
- REST/SOAP, JSON, XML, Postman, Flexera, MS SQL, Power BI, MS Office
Integration and Data
- SDLC, Agile, Waterfall, SAFe
Management
- LDAP, SSO, Active Directory, IAM, OAuth
Education and Major Certifications
Bachelors of Computer Sciences from University of PETRA
Certified System Administrator (CSA)
Information Technology Infrastructure Library (ITIL)
Certified Implementation Specialist - IT Service Management (CIS-ITSM)
Soft Skills
Decision Making Project Management
Problem Solving Conflict Management
Ability to work independently Analytical Skills
Work History
Senior ServiceNow Developer/Manager at Carrier
January 2021 Sep 2024
Responsibilities
Developed new feature plans, managed ServiceNow upgrades, and built platform modifications. Led full
software development lifecycle, including coding, testing, debugging, and refining ServiceNow applications.
Planned and executed configurations and implementations across the ServiceNow platform, ensuring
successful project delivery. Handled day-to-day platform administration, including incidents, service requests,
user/group management, and bulk data uploads.
Collaborated with stakeholders to refine request processes and align them with business needs.
Integrated the Virtual Agent with Agent Workspace, enabling seamless live chat transfers to enhance real-time
communication between agents and customers.
Customized ITSM workspace and scoped Incident/Case applications, creating user-friendly interfaces and
workflows that enhanced user experiences and increased overall productivity.
Successfully implemented ITSM applications across multiple organizations, utilizing ITIL V3 best practice
processes for Incident, Problem, and Change Management.
Strong grasp of UI/UX principles, ensuring user-centric design that enhances usability and engagement within
ServiceNow applications.
Developed, enhanced, and supported REST/SOAP web service integrations for seamless inbound and
outbound data exchanges, ensuring smooth inter-system communication.
Implemented ServiceNow ITOM (Discovery, CMDB, Event Management) and managed Discovery, including
MID server installation, running scans, and troubleshooting.
Developed and maintained the IT Asset Management (ITAM), ensuring accurate tracking of hardware and
software assets. Configured and managed the CMDB, ensuring data integrity and relationships between CIs.
Lead the configuration of Discovery probes and sensors to automate CI identification and classification,
oversaw service mapping to create accurate, real-time service models within the CMDB.
Maintained the CMDB, ensuring accurate and up-to-date configuration item (CI) data across environments,
implemented CI relationship mapping and service dependencies to enhance visibility into IT infrastructure.
Automated CMDB population through discovery tool integration, developed governance processes to monitor
CI changes, and optimized performance with regular audits and data quality checks.
Successfully collaborated with third-party developers, providing guidance, technical support, and ensuring
alignment with project objectives.
Proficient in utilizing ServiceNow's Application Studio to design, develop, and deploy custom applications
tailored to business needs.
Experienced in building and configuring Service Portal interfaces to enhance user experience and streamline
service delivery. Skilled in leveraging UI Builder for creating responsive and user-friendly portals, incorporating
widgets and dynamic content.
Implemented best practices for performance optimization and accessibility within ServiceNow applications.
Proficient in integrating SCCM with ServiceNow for asset discovery, automated inventory management, and
license compliance optimization. Skilled in troubleshooting SCCM synchronization issues and leveraging its
data for enhanced software asset lifecycle management.
Possessed in-depth knowledge of asset management databases and tools, including ServiceNow, IT
Discovery, MS SQL, MS Power BI, and MS Office, Proven track record of utilizing these platforms to efficiently
manage and track software assets.
Expert in using Integration HUB for seamless integration with external systems, streamlining data exchange,
and automating complex workflows to enhance system interoperability and performance.
ServiceNow Developer / Administrator at Lighthouse
February 2019- December 2020
Responsibilities
Managed Update Sets, system migrations, and large-scale data loads using Transform Maps, ensuring
accurate configuration and data integrity throughout platform updates.
Oversaw ServiceNow platform upgrades from Madrid to New York, and then to Orlando, leading testing,
troubleshooting, and coordination efforts to ensure a smooth transition with minimal downtime.
Configured ServiceNow Event Management, including detailed Event Mapping and Event Transform Rules, to
improve event visibility and alert processing across the organization.
Developed and integrated REST APIs using GET/POST methods with basic HTTP authentication, ensuring
seamless communication between systems and third-party applications.
Created and customized ITAM processes for comprehensive hardware, software, and license management,
optimizing asset tracking and compliance monitoring across the enterprise.
Expertise in automating HR workflows using ServiceNow HRSD for improved employee service delivery.
Skilled in implementing HR case management, onboarding, and knowledge base solutions, strong experience
with scoped applications, customizing HRSD for unique business needs.
Integrated HRSD with third-party platforms to enhance data accessibility and process efficiency.
Configured dictionary overrides, Access Control Lists (ACLs), client scripts, and business rules to extend and
enhance platform functionality, ensuring efficient system behavior and security.
Developed and customized ServiceNow CSM applications to streamline patient support workflows, ensuring
efficient case management and improved service delivery for a healthcare client.
Integrated ServiceNow CSM with healthcare systems like Electronic Health Records (EHR) and Patient
Management Systems to facilitate seamless data exchange and real-time updates.
Designed and developed ITOM solutions for Discovery to map IT assets and relationships. Implemented Event
Management for timely alert responses.
Created Orchestration workflows, deployed Cloud Management tools, and developed Service Mapping for IT
operations, cloud optimization, and service visibility.
Integrated third-party applications using REST, SOAP, and custom APIs, providing seamless functionality and
extended capabilities within the ServiceNow environment.
Applied Agile and Scrum methodologies to manage ongoing enhancements, defect resolutions, and
development sprints, ensuring timely delivery of new features and fixes.
Expertise in ServiceNow ITBM suite, including Project and Portfolio Management (PPM) and Demand
Management. Proficient in implementing Agile Development and Test Management applications within ITBM.
Skilled in configuring Resource Management and Time Tracking to optimize resource allocation.
Experienced in aligning IT with business objectives through Financial Management and Application Portfolio
Management (APM).
Developed robust client and server-side validation processes using HTML5, jQuery, and JavaScript, improving
data entry accuracy and system reliability across applications.
Automated complex workflows using Flow Designer, optimizing approval processes, task assignments, and
notifications to improve efficiency and reduce manual work.
Loaded structured data into ServiceNow tables, created data sources, and designed transform maps, utilizing
both automatic field mapping and custom scripting for efficient data migration.
Enhanced ServiceNow functionality through the design and implementation of Business Rules, UI Policies, UI
Actions, and Access Control Lists (ACLs), ensuring robust process automation and data access controls.
Implemented ServiceNow ITOM (Discovery, CMDB, Event Management) and managed Discovery, including
MID server installation, running scans, and troubleshooting.
Enhanced authentication via Single Sign-On (SSO) with Active Directory and LDAP integrations
Led incident management efforts, resolving high-priority issues and providing timely support for business
queries, ensuring minimal downtime and improved operational efficiency.
ServiceNow Developer at Techno-Soft Inc.
August 2017- January 2018
Responsibilities
Assisted in managing daily operations and providing after-hours support in ServiceNow, ensuring platform
stability and addressing basic system issues.
Collaborated on research and analysis of solutions, contributing to the preparation of technical specifications
under supervision, while delivering practical solutions on assigned tasks and small projects.
Configured, developed, and unit-tested functionalities, adhering to best practices for optimal performance.
Extensively retrieved data from web APIs and displayed the data in tables, ensuring efficient data representation
and seamless integration across various modules of ServiceNow.
Played an instrumental role in the implementation of core ServiceNow modules and applications, contributing
to the successful deployment of ITSM, ITOM, and other service-oriented solutions.
Worked on key infrastructure systems, including Active Directory, Windows Server, PowerShell, Exchange
email, and Unix systems, to support and enhance ServiceNow s performance and integrations.
Defined the functional needs for the ITSM system and architected the specific implementation for ServiceNow,
aligning the platform s capabilities with organizational requirements and workflows.
Customized ITSM tools such as client scripts, UI policies, and SLAs, and developed tailored workflows, reports,
and dashboards to meet the unique needs of clients and optimize service delivery.
Troubleshot ITSM-related issues, focusing on integrations such as CMDB, LDAP, and Network Automation,
ensuring seamless connectivity and data synchronization between systems.
Demonstrated functional knowledge and implementation of ITSM frameworks while showcasing project
management skills through direct interactions with customers and clients to deliver effective solutions.
Collaborated with other developers to identify and address inefficiencies, technical debt, and performance
bottlenecks, fostering a culture of continuous improvement within the team.
Utilized the ServiceNow Workflow Editor to redesign workflows and optimize process efficiency, resulting in
enhanced automation and improved service delivery across the platform.
Created custom and scoped applications tailored to customer needs, ensuring that the ServiceNow platform
met business-specific requirements while maintaining scalability and flexibility.
Configured Service Level Agreements (SLAs) to define and measure service levels from both internal and
external providers, ensuring that service standards were consistently met.
Developed and fixed widgets in Service Portals to enhance the user experience, delivering intuitive interfaces
and increasing overall platform usability for end users.
Employed JavaScript and GlideScript to create Business Rules, Client Scripts, UI Policies, and UI Actions,
enabling dynamic behavior and automated processes within the ServiceNow platform.
Actively interacted with functional and process owners through phone or Webex to understand business
processes and new requirements, ensuring that ServiceNow implementations aligned with organizational goals.
Expert in configuring ServiceNow Import Sets to efficiently load data from various external sources into the
platform, troubleshooting import set issues and ensuring clean, structured data migration with minimal errors.
Skilled in designing and implementing Transform Maps to map and manipulate data fields, ensuring seamless
data import. Proficient in maintaining data integrity by establishing field validations, data mapping rules, and
best practices for accurate record creation.
Adept at automating data import workflows and enhancing data quality through continuous optimization.
Successfully implemented and customized ServiceNow modules, optimizing workflows and ensuring seamless
system integrations to enhance service delivery and operational efficiency.
Improved platform stability, data integrity, and user experience, aligning ServiceNow with business goals.
Skilled in maintaining detailed story logs and tracking project progress while staying current with ServiceNow
features, industry trends, and best practices.
Optimized platform functionality, improved data integrity, and streamlined processes through effective
configuration, automation, integrations, and enhanced system performance, ensuring seamless upgrades
Software Developer at Pfizer
March 2016- July 2017
Responsibilities
Developed a comprehensive application to manage active cloud instances, focusing primarily on their
provisioning and decommissioning to streamline infrastructure operations.
Participated actively in the complete Software Development Life Cycle (SDLC), from requirement gathering and
design to implementation and deployment, ensuring the application met user needs and business objectives.
Gained hands-on experience with JavaScript, utilizing it extensively for front-end development and enhancing
the application's functionality.
Involved in every phase of the software development lifecycle, gaining exposure to the end-to-end process,
including planning, development, testing, and maintenance.
Contributed as a software developer on various legal and compliance projects, ensuring adherence to
regulatory requirements and delivering reliable solutions.
Developed APIs using Django's REST framework, focusing on implementing the GET, POST, PUT, and
DELETE methods to support seamless data transactions across applications.
Designed and implemented role-based authentication and authorization mechanisms, ensuring secure access
control based on the user's role within the system.
Implemented custom error pages for efficient error handling, enhancing the user experience by providing
meaningful feedback when issues occurred.
Played an active role in designing and developing the user interface (UI) using JavaScript, HTML, CSS, and
jQuery to create an intuitive and responsive front-end for the application.
Engaged in client interactions to gather specific reporting requirements, ensuring the final output aligned with
user expectations and business needs.
Collaborated closely with end users throughout the development process, providing support for debugging and
refining applications to improve performance and usability.
Wrote complex SQL queries for generating customized reports, demonstrating a strong understanding of SQL
for data retrieval and manipulation.
Applied a solid foundation in HTML, CSS, JavaScript, web services, design patterns, and architectural principles
to ensure the scalability and performance of the application.
Managed and developed the graphical user interface (GUI) of an application using Java, JSPs, and SQL,
delivering a functional and aesthetically pleasing user experience.
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