SUMMARY:

• 6 years total experience and around 4 years of experience with ServiceNow application development; including creation and configuration of service catalogs, email notifications, user interfaces, workflows, data imports and exports, business rules driven user interfaces and attributes, and reports.
• Experience with various web technologies (JAVA Script, Jelly, XML, HTML, AJAX, CSS, HTTP).
• Experience with relational databases such as MS SQL, Oracle.
• Ability to formulate plans and reports and analyze alternatives.
• Ability to work and communicate effectively with both technical and business audiences.
• Experience working in a team - oriented, collaborative environment.
• Knowledge of ITSM/ITIL best practices.
• Experience with Powershell and VBScript.
• Experience in implementation and support of ServiceNow.
• Experience in Service Management tools such as BMC Remedy, HP SM, BMC Remedy on Demand.
• Experience in integrating tools in ServiceNow and other similar tools using MidServer, webservices, email.
• In depth experience will all levels of the development lifecycle process.
• Ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions.
• Talent for creating client satisfaction; ability to focus on the client value in all work.
• Highly skilled and proficient in using development tools with the analytical and problem solving skills necessary to troubleshoot and provide user support.
• Solid technical aptitude and understanding, including ability to quickly learn new.
• Ability to work effectively under pressure and to meet deadlines under sometimes stressful conditions.
• Excellent verbal and written communication skills; ability to communicate effectively with different levels within the organization, as well as with the business and other technical teams.
• Experience with Agile Scrum methodologies.
• Understanding of data management and concepts such as data normalization, record retention, and archiving.
• Experience working in a SaaS environment.
• Knowledge of technical components such as LDAP, VPN, SSL and other such technologies.
• Experience with ServiceNow - versions (Calgary, Aspen, Berlin, Dublin, and Eureka).

PROFESSIONAL EXPERIENCE:

Confidential,Columbus,OH

ServiceNow Developer

• Analyzing, designing and developing ServiceNow based applications and utilities.
• Development and management of workflows, database schema, notifications, form layout, web services, CMS, and other aspects of the SN platform Creation and maintenance of SN based reports.
• Promote service improvements on an ongoing basis to continually improve quality and customer satisfaction of IS services.
• Ensure alignment of ITSM solutions to Partners HealthCare’s business needs.
• Maintain and manage continual service improvement opportunities from all ITSM areas and assist with overall prioritization of improvement efforts for the program.
• Act as an administrator within ServiceNow handling requests and incidents.
• Maintains expertise in related information technologies and techniques.
• Provides superior customer service to all customers, both internal and external.
• Uses the Partners HealthCare values to govern decisions, actions and behaviors.
• Perform other related duties as assigned.
• Assemble information to determine, document and agree business requirements.
• Plan, manage and conduct strategic assessments, analyze and report findings and make recommendations.
• Architect Service Now solutions to support best practice processes needed to deliver business requirements.
• Create and monitor performance metrics.
• Create ad hoc reports and reporting schedules.
• Updates to configuration sets in accordance with company policy.
• Ensure application consistency across development, testing and production environments.
• Determine scope, estimate work effort and determine duration of development activities for assigned change management tickets.

Confidential,Brooklyn,OH

ServiceNow Developer / Administrator

• Understands technical and functional design requirements for ServiceNow.
• Understands the workflow engines.
• Creates workflow and web prototypes for client engagements.
• Designs, codes, and tests technical solutions for ServiceNow implementations.
• Uses Mid server, webservices, email and other relevant technology to integrate tools with ServiceNow.
• Administer and troubleshoot the deployed instance of ServiceNow.
• Identifies system deficiencies and recommends solutions.
• Assists in enforcement of development deadlines and schedules.
• Understands the necessity of and contributes to coding standards.
• Develops internal and external meeting objectives and agendas.
• Prioritizes multiple tasks effectively.
• Promotes active listening with team members.
• Contributes appropriately to conversations.
• Follows through with commitments and fosters mutual trust with fellow employees.
• Assumes additional responsibility without being asked.
• Encourages fellow team members to make innovative contributions and embrace new ideas.
• Participate and collaborate in requirement analysis, Quality Assurance (QA), User Acceptance Testing (UAT), and deployments, as well as sprint planning and strategic short term and long term roadmap.
• Work closely with ServiceNow product managers, business systems analysts, system administrators and cross functional experts as needed.
• Strong sense of accountability, taking ownership over projects and responsibilities and resolving issues. proactively.
• Reliability, dependability, and strong motivation to respond to requests quickly.
• Manage multiple requests, assess priorities, and achieve solutions under deadlines.
• Flexibility regarding work schedule to meet position needs outside of regular business hours.
• Ensure security, integrity and consistency of critical user and business partner data.

Confidential,Richfield,MN

ServiceNow Developer

• Deploy new releases and enhancements into the ServiceNow live environment.
• Jointly perform system and integration testing with sample / live data along with the testing team.
• Collaborate with Product owners to help find solutions for their business requirements.
• Works directly with IT Management to align ServiceNow with IT organization strategy.
• Maintain and support ServiceNow operational functions.
• Develop, test, and support new ServiceNow operational functions and modifications to existing functions using Confidential and industry standards and best practices.
• Maintain consistent delivery of application solutions throughout the product suite by following development standards and the architecture framework.
• Develop necessary development documentation as needed (e.g. technical design, developer notes).
• Performs a challenging range and variety of complex technical and professional work activities.
• Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts.
• Provide direction to junior staff.
• Assist in the designing of support for scalable server architectures for critical business systems.
• Migrate code between environments according to a formal methodology.
• Maintain an understanding of ServiceNow modules and knowledge of ServiceNow Software licensing functionality.
• Provide analysis of problems while working toward solutions to technical issues.

Confidential,Oklahoma City,OK

ServiceNow Developer

• Define and document requirements and develop workable application solutions to business problems.
• Design, develop, upgrade, test, implement, and document software components of client applications.
• Work independently and within teams throughout all phases of the development lifecycle.
• Create technical specification from logical design and functional specifications.
• Interact with Customer and its third party suppliers as required to perform Services.
• Maintain application code and develop reusable components and applications.
• Adhere to Customer’s defined standards, processes and tools.
• Create test procedures and test scripts, perform unit testing and quality reviews.
• Perform knowledge transfer to customer’s support teams.
• Identify and implement corrective preventive measures to resolve defects due pre-production testing and post production warranty period.
• Create and enhance application development documentation.
• Perform software analysis, code analysis, requirements analysis, software reviews, and identification of code metrics, software risk analysis and software reliability analysis, as necessary.
• Integrate software with existing systems and interfaces as necessary.
• Design, develop, upgrade, test, implement and document complex software components of client applications Assess, create, enhance and detail administrative, operational and technical policies and procedures
• Provide expert level support working independently and within teams throughout all phases of the development lifecycle.

Confidential,Seattle,WA

Web Developer

• Create, update, and maintain content, usability, accessibility, and infrastructure of City of Seattle websites with large amounts of ever-changing content.
• Work with a large number of city staff to migrate, implement, and manage existing city websites using an XML-based Web Content Management System.
• Conceptualize, design and build web pages and sites necessary to support the missions of City departments.
• Work with web managers and content providers, identify, collect, organize, edit, and post content to City and community websites.
• Provide expert advice and training concerning the Web and Web Content Management to a variety of City and community clients.
• Respond to routine web user problems; troubleshoot and independently resolve web program and web coding-specific problems.
• Perform various web assignments or projects commensurate to professional level as assigned.