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Click here or scroll down to respond to this candidateCandidate's Name (US Citizen)
Certified Senior ServiceNow Developer
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, SPM, SAM 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, project management, decision making and engagement building skills.
Technical Expertise Professional Achievements
ITSM Incident, problem and change management Standardized Enterprise-wide data
ITOM, ITAM, ITBM, SPM, CMDB, CSM, SAM 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, Glide APIs Automated tracking and reporting
Web services, Scripted APIs, Client / Server Scripts Reduced compliance risks to enhance system
LDAP, SSO, OAuth, Git and Active Directory efficiency
JavaScript, jQuery, JSON, AJAX, XML, AngularJS Designed and implemented integrations
ITIL frameworks, Agile, Scrum, SDLC, SAFe Enhanced customer interactions and satisfaction
ATF, RPA, Virtual Agent, Mobile Agent Improved user experience and efficiency
Service Mapping, Knowledge Management Secure and efficient access management
SCCM, SecOps, DevOps, AIOps, ACLs, RPA 25% increase in asset utilization
Service Catalog, UI Actions / Policies, Business 20% rise in HR case handling efficiency
Rules 35% improvement in case resolution time
C++, C#, Python, Java, MS SQL Server, JDBC 40% progress in incident response
MS Power BI, MS Office 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
Accelare, Inc | Apr 2022 Sep 2024
Gained extensive experience in managing complex ServiceNow implementations, reinforcing my ability to deliver
high-quality solutions and adapt to evolving technology trends.
Responsibilities
Led and mentored team members by fostering collaboration and providing guidance on ServiceNow best
practices. Monitored team performance, set clear goals, and drive timely project delivery.
Lead in the deployment and configuration of ServiceNow modules, including incident, problem, and change
management, to support IT service management processes.
Managed development tasks, ensuring timely delivery of ServiceNow enhancements and customizations,
collaborated with cross-functional teams to address technical issues, perform root cause analysis.
Proficient in Agile methodologies, including Scrum and Kanban, for managing ServiceNow development
projects. Skilled in breaking down complex tasks into manageable sprints for iterative progress.
Experienced in leading daily stand-ups, sprint planning, and retrospective meetings to drive project success.
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, incorporating Service Mapping, MID Server
configurations, and Discovery for seamless automation and accurate CMDB updates, including custom
integrations with external ITOM tools.
Developed, validated, and maintained integrations using REST/SOAP APIs, including custom integrations with
Workday and Jira for streamlined data exchange.
Deep expertise in ITBM and SPM in ServiceNow, facilitating efficient project and portfolio management.
Strong understanding of IT asset management, focusing on hardware and software relationships within the
CMDB. Skilled in managing IT asset lifecycles and their impact on service delivery.
Successfully implemented and managed ServiceNow SAM solutions to optimize software asset utilization and
compliance, conducted software audits, reconciled software licenses, and identified cost-saving opportunities.
Worked closely with IT teams and business stakeholders to ensure accurate software asset data and reporting.
Developed strategies to reduce software license costs and improve overall software asset management practices,
mitigated risks associated with software license non-compliance and optimized IT investments.
Extensive experience in crafting complex SCCM queries to extract valuable insights into software usage and
compliance. My expertise in SCCM allowed me to effectively monitor software deployments, updates, and
license utilization across the organization.
Worked with ServiceNow as a comprehensive asset management platform, proficient in using IT Discovery
tools to automate asset discovery and inventory.
My experience with MS SQL and MS Power BI allowed me to analyze asset data and generate insightful reports.
My understanding of asset management databases and tools enables me to effectively manage software assets
and optimize IT operations.
Participated in user acceptance testing (UAT), gathering feedback and making necessary adjustments to ensure
the ServiceNow platform met user needs and expectations.
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.
Developed and implemented custom workflows within ServiceNow's Integrated Risk Management (IRM)
module to streamline risk assessment and mitigation processes.
Configured risk frameworks and automated policy compliance tasks to enhance governance and regulatory.
Integrated IRM with third-party applications for real-time risk monitoring and improved decision-making.
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.
Automate workflows and optimize deployment pipelines to streamline operations and increase efficiency.
Utilize analytics tools to drive actionable insights and continuously improve operational performance.
Experience in implementing and optimizing the Common Service Data Model (CSDM) within ServiceNow. I
have expertise in aligning ITSM processes to enhance service mapping and CMDB accuracy.
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.
Proficient in configuring roles and permissions to ensure proper access control and data security, strong
understanding of best practices for maintaining platform integrity and user accessibility.
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
Designed and implemented Service Portals with user-friendly interfaces, focusing on easy navigation and
streamlined service requests to meet user expectations efficiently.
Managed and resolved tickets by prioritizing and addressing issues swiftly, ensuring smooth portal operations,
minimal downtime, and enhanced user satisfaction.
Optimized workflows with custom scripting, automating tasks to reduce manual effort and accelerate processing
of requests, approvals, and incident resolution.
Tailored solutions to business requirements, aligning portal functionality with organizational needs to enhance
usability and support overall business goals.
Refined and updated portal features based on user feedback and evolving needs, keeping the platform aligned
with best practices and performance improvements.
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.
Implemented domain separation protocols to ensure secure, isolated instances customized for 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.
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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