SUMMARY:

• Sr. Software consultant with overall 11 years of experience in Information Technology with strong development background in JavaScript, HTML, XML, SQL.
• 8 years of experience as a Service Now Developer / Administrator.
• 9 years of experience working with helpdesk tools, service management and reporting
• ServiceNow Implementation Specialist with hands on experience in several implementations.
• Expert Level in Incident, Problem, Chance, Confidential, Service Request, Facilities, Field Services, HR, and others.
• ServiceNow customization, integration with external applications using API calls, web services and MID Servers.
• Development ServiceNow portals with Jelly, AngularJS, XML, HTML5, CSS, JavaScript, JSON, Bootstrap, JQuery, JQuery UI.
• Created custom workflows and orchestration workflows to automate tasks and achieve one - touch process flows
• Evangelized and used best practices wherever possible
• Best practices and guide lines for email notifications and SMS messaging
• Service Now Instance upgrades, cloning and implementation of update sets
• Support ServiceNow Service Catalog and Requested Items related artifacts creating and updating: Order Guides; Catalog Items; Record Producers; Requested Items; Tasks; UI Pages; UI Macros; Email templates; Inbound actions; Business rules; Script includes; Client Side Scripting.
• Data Imports and Transformation Maps.
• Create applications that consumes REST/SOAP Web Services to retrieve relevant information from web servers.
• Deep experience working under AGILE methodology to manage releases and deployment.
• Deep understanding of the CMBD module, data architecture and legacy application integration in order to leverage all the out of the box classes and create the remaining one
• Access Control List to ensure the proper access for each one of the different team members and avoid any data lost or exposure.

TECHNICAL SKILLS:

• Service Now - 9 years
• Customer Portal
• Orchestration (VMWare, Confidential, PowerShell, AD, AWS)
• Speaker - Knowledge 12, Knowledge 13 and VMworld
• Java Scripting
• ITSM
• IT Management Process
• Confidential
• Business Service Integration
• Architecture Design
• Advanced Reporting Tools (Crystal, SQL, Service-Now, Business Object)
• Confidential information design and implementation
• API integration (SOAP, REST)
• UI Pages
• Portal (Angular, bootstrap)
• UI Macros
• Custom Workflow Activity’s
• Discovery probes
• ServiceNow Express
• Service Mapping for non - IT
• HR module best practice implementor, On boarding and Off boarding
• Field Service Implementation and customization base on CI
• ServiceNow Data Design and Architecture

WORK EXPERIENCE:

Confidential

ServiceNow Implementation Lead

Responsibilities:

• Fresh new Instance set up.
• Add Users/Groups/Roles and assigned them based on company organizational structure.
• Incident Management: Add columns to incident table, configure form and views, create Business Rules for assignment based on requestor location.
• Set Confidential and escalation rules).
• Knowledge Base: Set up several Knowledge Bases specific for regions, created view conditions to restrict visibility based on location, added category hierarchy, upload and publish Knowledge articles.
• Email templates and notifications.
• PA Dashboards to track incidents by location, priority, assignment, requestors, etc.
• Data imports/validation fort the go live, it included users, companies, locations, Confidential .
• System properties configuration to change some default values from ServiceNow.
• Set Company Branding into their instance.
• Clarify requirements, design and implement solutions based on domain/company/location.
• Go live support and post implementation.

Confidential

ServiceNow Developer

Responsibilities:

• Integration with AD, using PowerShell’s.
• New Login page customization.
• Setup and Configuration of the reset password wizard
• Additional links to provide information to the end user.
• Email templates and notifications.
• Statistic Dashboards.
• Security questions setup
• System properties configuration to change some default values from ServiceNow.
• Set Company Branding into their instance.
• Go live support and post implementation.

Confidential

ServiceNow Developer

Responsibilities:

• Service Catalog implementation
• Creation of Order Guides
• Improved user experience thru the use of script includes
• End User portal creation
• SOAP integration to create alerts for an external application
• UI Macros to add features to the customer portal
• Reports and dashboards with KPIs that provide customer value
• Record producers for customized tables
• Activity boxes for workflows for different catalog items
• Modification of views for different modules

Confidential

ServiceNow Implementation Consultant

Responsibilities:

• Self-service catalog to enable end users to request Confidential /Openstack instances
• Zero touch provisioning thru the use of templates and Chef
• CI development with auto discovery to bring Volumes, Snapshots and Virtual Machines into Confidential
• Script Includes to setup repetitive code
• UI Actions to trigger functions
• Forms and views from new CI Class
• Report and Dashboards for Control of assets and resources
• Business Rules to ensure usability of the resources
• Relationships for new CIs
• Catalog items to request new or modify existing virtual machines
• Interface to Billing system

Confidential

ServiceNow Implementation Lead and Architect

Responsibilities:

• Implementation of Incident, Service Request, Change, Problem and Confidential
• Integration with Azure for user control access
• Import of users and locations
• Creation of different type of dashboards depending on the title of the login user
• Execution plans for Service Catalog for Hardware Asset management
• Creation of classes and relationships for new Cis
• Routing Rules and Policy enforces for Incident, service request, change and problem

Confidential

ServiceNow Architect and Lead

Responsibilities:

• Implementation of Incident, Service Request, Change, Problem and Confidential
• Integration with Active Directory for user control access
• Import of users and locations
• Creation of different type of dashboards depending on the title of the login user
• Execution plans for Service Catalog for Hardware Asset management
• Creation of classes and relationships for new Cis
• Routing Rules and Policy enforces for Incident, service request, change and problem
• Migration and integration of 12 different workflows to create a single point of contact for IT
• Customer Portal for IT, HR and Finance
• Integration with 10 different databases to create an off- boarding process for systems
• Offboarding process for employees

Confidential

ServiceNow Lead

Responsibilities:

• Business rules fixes and best practice implementation
• Record producer modifications and fixes
• General intake form for CI in a mobile view
• Script Include for new workflows modifications
• Order Guides for Finance and Share Services
• Report and dashboards integration
• Access Control rule structure for new CI classes
• Job Schedule fixes and modifications
• Inbound Actions for new alerts from external applications
• Client Scripts to apply global rules for routing and prioritization

Confidential, Los Angeles, California

ServiceNow Sr. Admin/Developer

Responsibilities:

• Developing customization for modules as necessary
• Orchestration development and implementation for SQL Deployments
• Create and deploy Facilities Module
• Control Scripts for Import information from SQL databases
• Java Scripting for new UI macros, Scripts Includes and Business Rules
• Workflows, approvals, scripts for automation process
• Automation Process
• Setup User Delegates
• Create/ Modify Business Services and CIs
• Group Management, create, modify, add members

Confidential

ServiceNow Sr. Admin/Support Manager/Automtion

Responsibilities:

• Leading all the automation projects using RunBook, AD Automation, VMware (FlexCloud), Mailbox Creation, etc.
• Manager of the Support Group for ServiceNow within Confidential Global
• Incident, Problem and Change Management
• Developing new forms for ServiceNow
• Implementation in new sites from different parts of the globe
• Workflow creator, editor
• On Call support 24*7; Global Point of contact
• Training for new business users

Confidential

ServiceNow Admin

Responsibilities:

• Developing customization of modules as necessary
• Control Scripts for importing data from external sources.
• Java Scripting for new UI macros, Scripts Includes and Business Rules
• Modules Implementation:
• Workflows, approvals, scripts for automation process
• Automation Process
• Create/ Modify Business Services and CIs
• Group Management, create, modify, add members
• Requirement gathering from the business
• OnCall support with Indian team
• Email reduction Kaizen activity
• Onboarding project participation
• Cross training functionality with deep support
• Custom reporting development and delivery
• Weekly Change deployment from Development instance to Production environment
• JavaScript debugging and quality assurance
• Part of the Testing group
• Support group for instance upgrades

Confidential

Global IT Helpdesk Engineer

Responsibilities:

• Incident Management
• Advance troubleshooting
• New Helpdesk Implementation
• Supporting Guadalajara and US employees
• Created global helpdesk metrics
• Creating documentation for the helpdesk processes and procedures
• Developing reports in ServiceNow
• Incident Management
• Track SLAs
• Helpdesk Agents coaching