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Servicenow Developer / Admin Resume

Sioux Falls, SD


I’m an experience ServiceNow Professional. Worked with difference sectors in the industry, ranging from Financial, healthcare to IT firm. I have a good communication, management, problem solving and analytical skill. I’m looking to work with a reputable firm where I can grow both in knowledge and also add values to the growth of the firm.


Confidential, Sioux Falls, SD

ServiceNow Developer / Admin


  • Designed and configured the Incident, Problem and Change Management applications supporting ITIL and business process owner.
  • Customized UI Appearance for Problem and Incident management, which is simple, intuitive and easy to use.
  • Created simple and complex workflows.
  • Created reports and data imports for Incident, Problem. Service Request and Change ServiceNow modules.
  • Managing client scripts, UI policies, UI actions, Data policies and business rules.
  • Created Data Sources for various external applications. Used Import sets and Transform maps to import data into Service Now.
  • Configured Service Level Agreements to define certain levels of service from both internal and external providers.
  • Create a single system of record for your public and private cloud infrastructures and the business service that use them.
  • Configured multiple Catalog Items front - end web / GUI components using JavaScript, CSS.
  • Worked on configuration for Hardware Asset Management with service requests.
  • Create report and dashboard as needed and schedule reports.
  • Create custom interface for ServiceNow platform and ServiceNow application.
  • Manages data with Tables, the CMDB, Import Sets, and Update Sets.
  • Coordinates Service Catalog options, including checkout, cart controls, and variables
  • Worked on Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, service Catalog, CMBD in ServiceNow
  • Created and Maintained foundation data- User Accounts, Approvers, Support Groups.
  • Create and use update sets to move customizations between systems.
  • Prepared requirement specifications and design documents.
  • Responsible for maintaining and growing data held within ServiceNow such as users, locations, configuration items, service catalog items.
  • Optimized and Monitored system performance and provided system statistics and reports to the Business.
  • Responsible for preparing design level, program level and user level documentation.
  • Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Confidential, Chicago, IL

Help Desk Analyst


  • Provided day-to-day activities of the Help desk team to provide end user support to a customer base of 1,000+ TDCJ agency clients with emphasis on customer service.
  • Ticket logging and incident management.
  • Generated and address tickets for employees’ issues and provided troubleshooting.
  • Supported TIERS application (account unlock, password resets).
  • Diagnosed and resolved hardware and software problems that arose as quickly as possible.
  • Supported all the applications and software used by the agency.
  • Performed general maintenance tasks, troubleshoots and prepares IT equipment such as Computer systems, server, network switches and routers, servers for optimum functions.
  • Documented all calls in our call tracking system.

Confidential, Mettawa, IL

Account Receivable Specialist


  • Posted revenues by verifying and entering transactions form lock box and local deposits.
  • Updated receivable by totaling unpaid invoices.
  • Maintained records by microfilming invoices, debits, and credits.
  • Posted customer payments by recording cash, checks, and credit card transactions.
  • Verified validity of account discrepancies by obtaining and investigating information from sales, trade promotions, customer service departments, and from customers;
  • Resolved valid or authorized deductions by entering adjusting entries.
  • Resolved invalid or unauthorized deductions by following pending deductions procedures.
  • Resolved collections by examining customer payment plans, payment history and credit line; coordinating contact with collections department.
  • Summarized accounts by maintaining invoice accounts; coordinating monthly transfer to account receivable account; verifying totals; preparing report.
  • Protected organization's value by keeping information confidential.
  • Updated job knowledge by participating in al opportunities.

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