SUMMARY

• Over Eight years of directly related IT experience and 5 years of ServiceNow experience including experience in implementing ITIL, Enterprise Service Management, Asset and Configuration Management.
• Strong working knowledge in all aspects of Service Management, Asset and Configuration Management and ITIL practices.
• Previous ServiceNow administration experience, including custom development and configuration.
• ServiceNow scripting experience using JavaScript, Jelly, HTML, CSS, XML, SOAP and Web services.
• Design and development of RDBMS systems specifically with Oracle SQL.
• Familiarity with Unix, Linux, Shell Scripting.
• Experience developing custom, complex workflows and applications in ServiceNow.
• Experience is supporting desktop and system integration services.
• Solid understanding of applications components (i.e. Component Object Model (COM), windows services, ODBC configurations, Information Internet Service (IIS) Virtual Directories) and how to assist in troubleshooting these components.
• Knowledge and understanding of software architecture principles as applies to solutions and application architectures, specifically for portals, web sites and systems integration projects.
• Experience working with Glide Script.
• Experience working with Project Managers with ability to accurately estimate ETA’s on projects and tasks.
• Understands and follows SDLC guidelines and practices.
• Experience dealing with complex technical issues while balancing multiple priorities.
• Planning, scheduling, testing and deployment of new product releases. the users and backup administration resources as required.
• Practical experience with agile methodologies/tools.
• Strong communication skills, both written and verbal, with the ability to describe technical solutions in the terms of the business.
• Experience with leading a geographically separated customers and onshore/offshore teams.
• Interacts cross functionally on matters that require coordination across organization and collaborates well with other groups, voluntarily shares information Works on a team or independently.

PROFESSIONAL EXPERIENCE

Confidential - Fort Worth, TX

ServiceNow Consultant

Responsibilities:

• Design, develop and implement Service Catalog workflows, ITIL processes, ITAM (IT Asset Management), SACM (Service Management, Asset and Configuration Management ), Knowledge, Demand and Release Management modules within ServiceNow platform and integrations with external systems.
• Implement technology specific best practices and standards.
• Translates business requirements into functional and technical requirements.
• Designs and develops extensions to Service Now data model in support of requirements towards AMDB and CMDB, SACM and other modules..
• Reviews and refines designs for usability, reviews testing scenarios and refines test cases, to ensure applications quality and works with users to review test results to ensure they meet expected results.
• Support and coordinate scheduling and execution of releases, product upgrades, new technology deployments.
• Evaluation new features and produce comprehensive analysis and recommendations.
• Provide 2nd/3rd level ServiceNow support, resolve incidents.
• Assists in development of project estimates, contributes to defining project time-lines, project plans and milestones.
• Instructs, assigns, reviews the work of other team members, including the review of high-level designs, detail designs, code, and test plans and results.
• Mentors and coaches other team members, facilitates individual team member development of technical, functional, and industry skills.
• Produces and maintains detailed system documentation including design specs, maintenance, troubleshooting, deployment, disaster recovery, tech-notes, and testing.

Confidential

ServiceNow Consultant

Responsibilities:

• Participate in all scrum sessions (grooming, estimation, daily scrum, etc).
• Configure ServiceNow for new and existing software implementations; configurations include user setups, Interface setups, request/configuration coordination of applicable application server(s).
• Enhance ServiceNow ITSM, CMDB and Knowledge base modules based on process owners needs.
• Business Process Flow development and troubleshooting.
• Integrate ServiceNow modules with other IT systems using web services.
• Provide Tier 2 and Tier 3 technical support of assigned application for Helpdesk and site users.
• Develop code in the mid-tier server integrating ServiceNow with other IT systems.
• Perform/Coordinate analysis of application specific updates/upgrades by testing updates in a dev/QA environment, ensure proper QA is performed and submit change control requests once ready for production.
• Build and execute test scripts and validate results to ensure that configuration/customization meeting process owners needs.
• Be an escalation point of contact providing production support for the ITSM application.
• Work closely with Data Architect concerning data integration opportunities.
• Coach and Mentor fellow team members.
• Work closely with database administrators and data architect for integration and data troubleshooting and provide them with application specific knowledge when necessary.
• Thoroughly document application configuration processes and procedures.
• Work with Network Services to obtain applicable virtual servers for testing when necessary and assist them with troubleshooting application integration issues.
• Work closely with Cyber Security to ensure compliance.

Confidential - Durham, NC

ServiceNow Developer

Responsibilities:

• Ensure smooth and top-quality delivery of projects in collaboration with project manager and the project team.
• Participate in the full software development life cycle: Analysis, Design, Coding, Testing automation,Testing,, and Operational Support.
• Ensures project scope and objectives are accomplished within the prescribed time frame and funding parameters.
• Insight on functional and non-functional requirements related to technical delivery of the project.
• Perform ServiceNow implementation tasks including but not limited to: configuration, integration, custom programming.
• Develop and document best practice approaches and reusable assets.
• Document technical architectures that could be clearly understood and immediately used by developers to construct code and unit test.
• Perform system and application configuration and management.
• Provide level 2 customer support of tickets assigned to the ServiceNow team.
• Troubleshoot and resolve hardware and software problems.
• Use SCRUM/Agile development methodologies.

Confidential, PA

ServiceNow Developer

Responsibilities:

• Analyzing business processes and providing scalable solutions to increase operational maturity.
• Facilitating business requirements gathering sessions with key technical resources and business process owners.
• Working with developers and Team Leader to develop optimal solutions.
• Establishing processes for consistent service delivery.
• Ensuring vendor adherence to established best practices and guidelines.
• Proactively identifying opportunities for improvement through either changes in process or better use of tools.
• Proactive awareness and identification of beneficial new capabilities.
• Designing and developing new ServceNow features.
• Proactive problem resolution.
• Inputting into feature and portfolio prioritization.

Confidential - Pasadena, CA

Web Developer

Responsibilities:

• Creates web pages and middleware applications using the latest web standards, programming languages including but not limited to HTML, CSS, JavaScript, PHP, XSLT, and XML.
• Implements, configures and secures server-side web applications and other related technologies.
• Implements web-based SSL security on websites, directories, and pages.
• Develops for mobile platforms.
• Communicates regularly with team members and clients, via email and weekly meetings, to coordinate projects, client, and technical support.
• Develops, administers, provides support for users, and maintains PCC's Web Content Management System.
• Utilizes applicable version control systems and tracks code.
• Troubleshoots and debugs code using current best practices.
• Uses appropriate tools to administer and coordinate database systems, including MySQL, SQL Server, and SQLite.
• Provides creative input to projects in the pre-production phase.
• Stays current with technical advances in web technologies and conveys such information to interdepartmental team members.
• Performs other related duties as assigned.

Confidential - New York, NY

Web Developer

Responsibilities:

• Gather feedback from staff on web site development needs.
• Build user interface applications using various programming and scripting languages
• Author complex web pages.
• Assist in project planning.
• Create prototypes and functional specifications for software projects.
• Create technical methodologies for engineering solutions to web based development problems.
• Meet with technical and marketing staff on specifics of projects, new technologies, and deadlines.
• Determine new web technologies to utilize, such as browsers, languages, product delivery mechanisms and plug-ins.
• Conceptualize long-term needs of web development and plan an manage related projects.
• Make suggestions on creating web based technical standards for specific web sites.
• Provide oversight and direction to offshore and contractor web design efforts as required
• Integrate offshore efforts into internal programs.