Beschreibung

I’m an accomplished ServiceNow Developer/Consultant specialized in ITSM, ITOM, HRSD, ITAM, SPM, CSM and GRC. I have an excellent experience in developing plans for the technical implementations, managing projects during execution, and collaborating with internal and external stakeholders for quality deliverable and successful completion of projects. I led enterprise-level IT architecture initiatives, ensuring scalable, robust, and future-ready solutions aligned with the business goals.

Sprachen

Englisch
Muttersprachlich oder zweisprachig

Arbeitsortpräferenzen

Nur remote

Führt Projekte hauptsächlich remote aus

Ikea
ServiceNow CMDB Engineer and Platform Developer
Dezember 2024 - Heute (1 Jahr und 6 Monate)
• • Implemented scripted REST based integrations for our CMDB to internal systems to
aggregate, report on and normalize company technical assets.
• • Deduplicated over 50,000 asset records and implemented business rules and scheduled jobs to ensure CMDB could be a reliable source of truth.
• • Developed scoped apps to allow company employees to certify resource utilization and decommission unused assets to save thousands of dollars.
• • Integrated with fulfillment and warehousing company using SFTP and ServiceNow Performance
Analytics to track on hand inventory and assist in demand planning.
• • Translated complex business processes into automated workflows using Flow Designer and
Integration Hub, enabling scalable and maintainable solutions.
• • Designed and implemented intelligent workflows with Now Assist capabilities, enhancing proactive issue resolution and improving service outcomes.
• • Partnered with cross-functional teams to deliver AI-driven enhancements, ensuring CMDB, ITOM, and CSDM models supported intelligent operations.
• • Advised the End User Support IT Help desk team on ways to get "back into box" and utilize the baseline platform to decrease time to incident ticket closure and increase customer satisfaction.
• • Led ITOM initiatives to enhance CMDB accuracy using Discovery, Service Mapping, and CSDM alignment, ensuring data integrity with governance policies.
• • Designed data entry standards, ensuring a consistent approach to the CMDB use.
• • Creation of CMDB to manage assets on ship and shore ranging from phones to computer devices and peripherals.
• • Responsible in scaling up of operational CMDB as per CSDM framework.
CMDB ITOM
Carrier HVAC
ServiceNow Developer/Consultant
Januar 2023 - November 2024 (1 Jahr und 10 Monate)
• • Delivered innovative ServiceNow solutions across diverse industries, including healthcare, manufacturing, and financial services.
• • Created and modified existing access control list (ACL) structure for custom CMDB extended tables for scoped applications
• • Implemented ServiceNow's Business Continuity Management and Integrated Risk Management products that tightly integrate with CMDB tables.
• • Met with stakeholders to discuss requirements and advise developers on solutioning.
• • Mapped business requirements into ServiceNow CSM and HRSD workflows, streamlining case
management, lifecycle events, and customer support.
• • Delivered Virtual Agent and omni-channel solutions to improve customer experience and automate high-volume interactions.
• • Designed reusable, scalable ServiceNow solutions with strong API and integration foundations to
support enterprise-wide adoption.
• • Developed, scripted and showcased demos and rapid prototypes to customers and stakeholders.
• • Designed HRSD workflows at Carrier (HVAC) for case management, lifecycle events, and self service.
• • Integrated Workday with HRSD via REST APIs for seamless onboarding, offboarding, and case automation.
• • Configured HR Profile, Service Catalog, and Employee Center to enhance HR operations.
• • Automated HR document generation with dynamic templates and role-based access for
compliance.
• • Enhanced HRSD PA with dashboards to track efficiency, case resolution, and SLAs.
• • Integrated CSM with email, phone, chat systems, and third-party CRMs to provide seamless omni-channel customer support and streamline data management.
• • Customized the CSM portal for improved customer case logging, tracking and usability.
• • Close collaboration with business units, IT architects, and external partners in agile project structures (SCRUM). Responsibility for technical reviews, effort estimations, and the continuous
improvement of developed solutions.
Freedom Mortgage
ServiceNow Developer
Dezember 2021 - Dezember 2022 (1 Jahr)
• • Worked on HAM and SAM business requirements gathering for 5 separate 3rd party instances
involving data mapping for assets, hardware models, software models, purchase orders, purchase order line items, and locations.
• • Worked on directs REST API connections as well as direct and automatic payload dumps that involved dynamic importation and security verification.
• • Created automatic scripts and business rules in order to maintain asset and HAM/SAM model
integrity involving automatic task creation, notifications, RMA creation, as well as data transformation
• • Working with ITSM team members, internal customers, and external partners to design, develop, configure, test, document, and deploy new functionality and fix existing issues.
• • Updates & maintains a comprehensive testing protocol for Service-now instance upgrades with the purpose of certifying all applications for use after the upgrade completes.
• • Escalates performance issues, unresolvable incidents and service interruptions to ServiceNow technical support.
• • Creates and updates incident records in Service-now's tracking system.
• • Knowledge of ServiceNow applications for Incident, Change, Problem, CMS, Facilities, Knowledge, CMDB and reports / metrics, as well as Performance Analytics.
• • Orchestrate ServiceNow interaction with external applications, including outbound REST, Inbound REST, and integrations using ServiceNow Integration Hub.
• • Wrote code and performed code review to analyze impact to the system, ensure stability and
strong security, adherence to best practice and requirement accuracy.
• • Managed a junior solution architect to grow his skills in becoming a more well-rounded architect on the account.