PROFESSIONAL SUMMARY

Over 16 years of professional IT experience, with more than 12+ years focused on the ServiceNow platform as a Developer and Administrator.

• Extensive expertise in a wide array of ServiceNow modules, including ITSM, ITOM (Discovery & CMDB), ITAM, SAM, HAM, HRSD, FSM, CSM, SPM, GRC, IRM, AIOps, SecOps and Service Catalog.
• Certified ServiceNow professional with CAD, CSA, Agile Scrum, and ITIL certifications, demonstrating expertise in development, administration, and implementing best practices for scalable and efficient ServiceNow
• Architected and developed custom ServiceNow Service Portals from the ground up, delivering responsive, accessible, and user-friendly interfaces tailored to diverse business workflows.
• Integrated ServiceNow ITOM and ITAM to align real-time operational data with asset lifecycle tracking, ensuring accurate visibility and proactive management.
• Skilled in designing and executing IRM programs to unify risk management strategies across IT, security, and operations, leveraging tools like ServiceNow and MetricStream.
• Built dynamic and reusable portal widgets using AngularJS (1.x), JavaScript (ES5/ES6), HTML5, CSS3, and Bootstrap, ensuring a seamless and interactive user experience.
• Integrated ServiceNow DevOps, Discovery, and FSM to automate change workflows, maintain CMDB accuracy, and dispatch field tasks based on infrastructure changes.
• Created and customized ServiceNow ITBM Project Workspaces, enabling project managers to efficiently manage tasks, milestones, dependencies, and collaboration.
• Combined ServiceNow ITOM and ITAM to maintain a clean, real-time CMDB and support automated asset provisioning, de-provisioning, and reclamation.
• Configured ServiceNow SecOps Vulnerability Response (VR) to automatically ingest, group, and prioritize vulnerabilities based on severity, asset criticality, and business impact.
• Designed and implemented ServiceNow CSM solutions to enhance customer service management by streamlining case handling, service requests, and issue resolution.
• Implemented ServiceNow AIOps to proactively detect, analyze, and resolve IT incidents, reducing downtime and improving service reliability.
• Skilled in managing and maintaining CMDB, ensuring accurate configuration item data, integration with ITSM processes, and providing actionable insights for risk assessments and decision-making.
• Expertise in HRSD, automating HR workflows, improving employee experiences through self-service portals, and integrating with ITSM tools to enhance HR operations and efficiency.
• Proven expertise in IT Operations Management (ITOM), implementing proactive monitoring, automation, and event management to optimize IT service delivery and reduce downtime.
• Designed and implemented complex client-side and server-side business logic through Client Scripts, Script Includes, UI Policies, and Business Rules..
• Skilled in managing and integrating security operations (SECOPS), implementing monitoring tools (e.g., SIEM, Splunk) to detect and mitigate security threats, and improving response times.
• Designed and implemented ServiceNow Discovery to automate asset discovery, ensuring accurate and up-to-date CMDB data
• Developed and customized ServiceNow themes, layouts, and branding elements to align with corporate design guidelines and enhance visual consistency.
• Extensive experience in designing, implementing, and optimizing IT Asset Management (ITAM) solutions within ServiceNow, ensuring accurate tracking and compliance of software and hardware assets.
• Integrated financial data within ServiceNow ITBM, supporting cost planning, budgeting, actuals tracking, and benefit realization for improved portfolio financial oversight.
• Experienced in implementing and customizing ServiceNow CSM to improve case management, customer engagement, and service efficiency.
• Skilled in integrating CSM with ITSM, CRM, and third-party tools to streamline customer support
• Extensive experience in implementing and optimizing ServiceNow ITOM solutions, including Discovery, Service Mapping, and Event Management, to enhance operational visibility and automation.
• Led cross-functional collaboration to ensure ServiceNow SecOps was aligned with organizational security policies and compliance standards, driving risk mitigation.
• Customized FSM dashboards and reporting tools for real-time insights into workforce performance, SLA adherence, and service request trends.
• Automated HR onboarding and offboarding processes using ServiceNow HRSD Flow Designer and Integration Hub, improving efficiency and compliance.

EDUCATION

BS Business Administration – Project Management and Business Analytics |
Towson University Chicago.

CERTIFICATIONS

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• Certified Implementation Specialist – ITSM
• ITIL V4 Certified
• Agile Scrum Foundation

PROFESSIONAL EXPERIENCE

Agile Operator JULY 2022 – PRESENT

1. SERVICENOW DEVELOPER/ARCHITECT

• Integrated portals with external enterprise systems via REST and SOAP APIs, enabling real-time data exchange for HRSD, ITSM, and custom workflows.
• Integrated ServiceNow FSO with external systems (CRM, ERP) for seamless data synchronization and automation.
• Configured, customized, and optimized ServiceNow Software Asset Management (SAM) Pro to support software lifecycle management, compliance tracking, and automated entitlement reconciliation.
• Leveraged Flow Designer and Process Automation Designer within App Studio to automate business processes end-to-end.
• Integrated ServiceNow SAM with SCCM, Ariba, and additional third-party data sources to consolidate software inventories, procurement records, and entitlement data.
• Developed and deployed enterprise applications using ServiceNow App Engine to automate business processes and improve operational efficiency.
• Configured and maintained LDAP integrations in ServiceNow to enable centralized authentication and user provisioning.
• Configured Event Management and AIOps patterns to automatically correlate alerts, identify root causes, and minimize alert noise.
• Created secure and scalable API-driven integrations leveraging IntegrationHub, Scripted REST APIs, and MID Servers for cross-platform communication.
• Configured and managed SLA/SLO definitions, including targets, priorities, and business rules in ServiceNow.
• Converted manual and semi-automated processes into fully automated workflows within ServiceNow, ensuring smooth transitions and minimal business disruption.
• Implemented SLOs to measure and enforce service quality standards across multiple service channels.
• Scheduled and executed ATF tests to identify defects before production deployments, reducing post-release issues.
• Collaborated with business stakeholders, process owners, and technical teams to gather requirements and align automation outcomes with business goals.
• Troubleshot and resolved post-deployment automation issues, ensuring high availability and stable performance.
• Ensured automations adhered to security, compliance, and governance standards across enterprise environments.
• Designed and implemented ServiceNow IRM/GRC solutions for enterprise risk, policy, and compliance workflows aligned with retail security and governance needs.
• Designed and implemented automated business processes using ServiceNow Flow Designer, reducing manual tasks and improving efficiency.
• Configured triggers, conditions, and approvals in Flow Designer to automate incident, request, and work order management.
• Acted as the primary delivery lead and trusted advisor for executive stakeholders, including CIOs, VPs, and platform owners.
• Facilitated Agile and Scrum ceremonies including sprint planning, backlog refinement, daily stand-ups, reviews, and retrospectives to drive predictable delivery outcomes.
• Served as Scrum Master for cross-functional teams, promoting Agile best practices and continuous improvement.
• Configured tables, forms, workflows, and automated actions within App Studio to meet specific business requirements.
• Oversaw project governance, risk management, dependency tracking, and executive reporting throughout the engagement lifecycle.
• Enforced data governance policies by validating data quality, consistency, and compliance with CDM standards.
• Developed and customized Advanced Risk, Policy, and Audit modules, including risk scoring, indicators, exception management, and automated attestations.
• Built and maintained REST/SOAP APIs enabling secure communication between ServiceNow and retail enterprise systems such as ERP, e-commerce, and inventory applications.
• Architected and integrated Kafka event streaming pipelines to push and consume real-time events from ServiceNow, supporting high-volume retail transaction and operational monitoring.
• Implemented Kafka consumer and producer patterns for event-driven workflows, enhancing data synchronization across inventory, fulfillment, ordering, and customer service systems.
• Developed new event-streaming systems using Kafka to support real-time auditing, compliance logging, and operational triggers within ServiceNow IRM/GRC.
• Integrated ServiceNow with One Identity APIs for automated user provisioning, entitlement updates, role certification, and access governance.
• Engineered an API contract management framework in ServiceNow to support secure onboarding, lifecycle management, and governance of internal/external APIs.
• Built internal API layers within ServiceNow for data publishing and consumption by microservices powering retail analytics and store operations.
• Implemented and configured ServiceNow TPRM module to assess, monitor, and mitigate third-party/vendor risks.
• Created automated Kafka-driven notifications and event handlers to stream ServiceNow incidents, risk indicators, and compliance events to downstream systems.

DELOITTE OCT 2017 JUNE 2022

SERVICENOW DEVELOPER/ADMIN

• Integrated the implementation of ITSM frameworks (ITIL) to optimize IT service delivery, incident management, and change management processes across the organization.
• Developed custom scripts and configurations to extend ITOM capabilities, addressing unique organizational needs.
• Developed and maintained Automated Test Framework (ATF) test suites to validate ServiceNow configurations and customizations.
• Collaborated with cross-functional teams to define business rules, forms, and notifications for field service operations.
• Documented automation designs, workflows, and operational procedures to support long-term maintainability.
• Designed and developed custom applications using ServiceNow App Studio, streamlining business processes and reducing manual effort.
• Developed dashboards and reports to track operational health, anomaly detection, and performance trends using AIOps insights.
• Managed multimillion-dollar ServiceNow program budgets, including forecasting, variance analysis, and margin optimization.
• Implemented and maintained ServiceNow CAM (Configuration and Asset Management) to track and manage IT assets and configuration items (CIs).
• Monitored and troubleshooted LDAP sync jobs to ensure accurate and timely user data synchronization.
• Configured and maintained ServiceNow FSM module to manage work orders, service requests, and field technician scheduling.
• Configured and maintained ServiceNow EPM module to manage projects, programs, and portfolios across the organization.
• Monitored team utilization and delivery efficiency to ensure alignment with financial and delivery targets.
• Provided strategic guidance on ServiceNow capabilities across ITSM, ITOM, HRSD, CSM, and GRC to support enterprise transformation initiatives.
• Partnered closely with ServiceNow architects and technical leads to ensure scalable, secure, and maintainable platform solutions.
• Supported platform governance, roadmap planning, and long-term value realization initiatives for enterprise clients.
• Optimized CDM structures to support reporting, dashboards, and analytics across multiple modules.
• Proactively identified and resolved delivery risks and escalations, maintaining high levels of client satisfaction.
• Presented delivery status, roadmap progress, and value metrics to executive steering committees and senior leadership.
• Developed and mentored delivery managers, Scrum Masters, developers, and administrators across geographically distributed teams.
• Collaborated with pre-sales, sales, and customer success teams to support renewals, expansions, and new ServiceNow opportunities.
• Collaborated with stakeholders to define realistic SLA/SLO targets aligned with business objectives and customer expectations.
• Drove adoption of standardized delivery frameworks and best practices across ServiceNow implementations.
• Advised clients on continuous improvement, platform optimization, and maturity progression within the ServiceNow ecosystem.
• Recognized for strong communication, stakeholder engagement, and conflict resolution skills in complex enterprise environments.
• Mapped software models, publishers, and products from SCCM and Ariba data to ServiceNow’s software library for accurate identification and reconciliation.
• Tuned discovery patterns and schedules to improve data quality and ensure up-to-date visibility of installed applications across the environment.
• Resolved integration issues related to MID Server connectivity, SCCM data ingestion failures, field mismatches, and Ariba procurement mapping errors.
• Supported and contributed to early-stage SPM and GRC adoption by designing intake models, portfolio governance workflows, and compliance automation frameworks.
• Designed and maintained CMDB data models and relationships, ensuring accurate CI mapping, relationship integrity, and alignment with ITSM processes.
• Integrated Flow Designer with external systems via REST/SOAP APIs to enable seamless data synchronization and process automation.

IRVINE – INVENTION TRANSFER GROUP Feb 2012 – Sep 2017 SERVICENOW ADMINISTRATOR/CONSULTANT

• Administered and configured core ServiceNow modules including Incident Management, Change Management, and Problem Management to ensure efficient IT service delivery and incident resolution.
• Developed and maintained HAM processes to monitor hardware asset warranty and support status, ensuring timely repairs and replacements.
• Developed and customized FSM workflows, notifications, and approval processes to improve service efficiency.
• Orchestrated ServiceNow DevOps, Discovery, and FSM to link development activity with infrastructure insights and automate technician dispatch for faster issue resolution.
• Integrated SLA/SLO tracking with Incident, Problem, and Change Management modules for holistic service oversight.
• Optimized CAM workflows to improve operational efficiency, reduce manual effort, and enhance decision-making.
• Guided junior developers and administrators in ServiceNow ITSM development best practices and architectural principles.
• Integrated SAM with procurement systems to automate software asset tracking and ensure accurate inventory management.
• Designed and implemented Service Catalog items, integrating with backend systems to automate service requests and improve the user experience.
• Supported resource and capacity planning by configuring allocation models and dashboards in EPM.
• Collaborated with stakeholders to translate business requirements into scalable, automated workflows using Flow Designer.
• Designed and configured tables, relationships, and reference fields following CDM best practices for data integrity.
• Configured and customized ServiceNow SecOps Security Incident Response to automate triage and response workflows, reducing time to resolve security incidents.
• Implemented rules within the HAM module to enforce compliance with corporate hardware policies and prevent unauthorized asset purchases or installations.
• Integrated ITAM with procurement systems to ensure seamless communication and synchronization between asset ordering, deployment, and management.
• Developed and maintained integration between SAM and financial systems to streamline license cost reporting, ensuring proper budgeting for software expenditures.

NEW ROCKET MARCH 2009 – JAN 2012

JAVA SCRIPT DEVELOPER

• Developed and maintained enterprise-level Java applications, utilizing Java SE and Java EE technologies to build robust, scalable, and efficient systems.
• Designed and implemented RESTful APIs and web services, improving system integration and enabling seamless communication between applications.
• Worked with various frameworks such as Spring, Hibernate, and Struts to enhance application functionality and streamline development processes.
• Implemented multithreading and concurrency techniques to optimize performance and improve the responsiveness of critical applications.
• Collaborated with front-end developers to integrate Java-based back-end services with web-based front-end interfaces, ensuring a seamless user experience.