ServiceNow Technical Consultant / Full Stack Web Developer
18+ Years in the IT Industry. Most experience focuses on problem resolution, process improvement and process implementations. Focused on excellent client relationship. Develop in the NOW platform, designing, configuring, integrating based on functional specifications over application customization for modules/processes such as ITSM, ITBM, HRSD, PPM, SAM, HAM among others.
Soft-Skils: Client management, Business Analysis, Technical Consultancy, Process Improvement, Processes Definitions, Team Management, Project Management.
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Backend & API Development
Integrations between ServiceNow, SalesForce, Okta, Azure AD, coding APIs and RestFULL applications.
Roadmap & Strategy
Focused on proper tool utilization to reach the targeted state: perform implementations, upgrades and security updates without services interriptions. Utilize Business Analysis skills to gather and deploy new requirements.
Plan and Design product updates accordingly. Use the tools provided by the Now platform to fulfill this task, such as the Automated Test Framework (micro-certification).
User Centric Experiences
All development is focused on the user experience (UI), whereas is a fulfiller that works with specific interface (back-end or agent workspace) or an end-user looking for information, requests o help (service portal).
Using the ITIL methodology to gather and fulfill support request (Incident Management) and apply fixes as required (Change Management) and raise the necessary investigations to avoid new incidents (Problem Management)
ServiceNow Back-End and Front-End Development, Creation, maintenance and support of Client Scrips, Script Includes, Workflows, Business Rules, UI Policies, UI Actions, ACLs, Views, Tables, Applications, SP Widgets (front-end), Flows, Inbound Actions, CMDB Normalization and Discovery, MID Servers, Assignment Rules, User Criteria, Integrations.
- Incident Management 100% 100%
- Multi-Region Work Experience 100% 100%
- ServiceNow Administration 90% 90%
- ServiceNow Development 85% 85%
- IT Service Management 85% 85%
- Process Improvement 85% 85%
- Team Management 80% 80%
- Project Management 70% 70%
- Business Analysis 65% 65%
- ITSM – Request 98% 98%
- ITSM – Incident 95% 95%
- ITSM – Change 75% 75%
- Customer Service Management (CSM) 50% 50%
- ITSM – CMDB 50% 50%
- HAM / SAM 50% 50%
- Human Resources Service Delivery 30% 30%
- ITSM – Problem 20% 20%
- Project Portfolio Management 15% 15%
Experian, Spanish LATAM
Worked in implementing the ServiceNow platform in the Experian Spanish LATAM region, which included Argentina, Colombia and Peru. The implementation comprised the gathering of requirements from IT and CS areas and then working in the customization of the ITSM module to serve different internal business areas.
Dimension Data, South Africa (now NTT DATA)
ServiceNow ITSM re-implementation. The client had a heavily customized instance that became very difficult to maintain. ServiceNow suggested to re-implement from zero. Our organization, hired directly by ServiceNow, assigned two developers to implement and customize the new ServiceNow instance based on the client requirements, providing support and guidance using our knowledge in the ITSM processes as well as developing the solution.
Modules: Incident, Problem, Requests, CMDB.
Linium, USA (now Cognizant)
Hershey’s ServiceNow Human Resources Service Delivery Module enhancements. The client needed to change the HRSD module based on several conditions, such as location and translations. The client needed to display different options on multiple forms based on the user location, be able to show the service portal in local language and enable or disable forms based on locales even within the same region. Also, worked on Virtual Agent flows to automatically open tickets or get updates.
Modules: HRSD, Virtual Agent
Fruition Partners (now DXC Technologies)
Worked as a ServiceNow Technical COnsultant for FRUITION client’s in all sort of applications. INTUIT, EEH, COLUMBIA UNIVERISITY and others. Worked on ITSM, PPM, HRSD, ITOM, fixing and enhancing applications, creating request forms, fixing integration issues, developing ATFs and more.
Edward-Elmhurst Heal, USA (as Fruition-DXC)
Assisted in the customization and enhancement of the LIFT custom application. Also, worked on the fix and enhancement of existing ITSM modules (Incident, Problem, Change, Request), PPM (Idea Portal, New Project Requests) and other instance operations such as upgrades and clones. Also worked developing and customizing ATF tasks.
Managed Services – Support and Develop existing Instance in the ITSM and CMBD applications. Configure and customize Lift Application previously implemented. Create new client scripts, business rules, UI actions. Fix issues after upgrades and patches.
American Campus, US
Business Analyst Role, supporting existing ServiceNow instance, gathering new requirements and write stories based on client needs. Prepare Demos and training for the customer. Assist the Development team when additional details were necessary.
Southwest Key, US
ServiceNow Business Analyt role. Worked with the Process and Technical teams on client engagements to gather requirements, identify solutions to business processes problems, and assist in the solution design. Provided constant development progress, ensure that the technical team had all the needed information to fulfill the requests.
City National Bank, US
ServiceNow Hardware Asset and Software Asset Management operation, resolving new hardware asset tasks, as well as software requests, licensing entitlement, manufacturer mapping, hardware and software models creation and contract updates. Service Catalog enhancements.
Assist the client with data cleanup, normalization, discovery, and service catalog.
Modules: HAM, SAM (ITOM).
TRUE BLUE, US
ServiceNow Business Analyst Role. Worked with the Process and Technical teams on client engagements to gather requirements, identify solutions to business processes problems, and assist in the solution design. Worked on demo presentation, creating data models, and story writing.
Columbia Distributing, US
ServiceNow ITSM re-implementation. The client needed to start from zero in a new instance because their previous implementation never worked as expected. I worked on Incident, Problem and CMDB processes alignment and in ITSM development to implement the new instance.
United Therapeutics, US
A Managed Services project. Develop new customizations in multiple modules within ITSM (Incident, Change, Request, CMDB). Work on custom application fixes and enhancements.
Columbia University, US (through Fruition-DXC)
ServiceNow Request Process enhancement and new request creations, Incident module customizations and Problem application customization. Setup Business Rules, Fix Scripts, Request Forms, Service Portal Fixes, Data Cleanup.
pwc of Canada, CA
Process Consulting. The client required ITSM experts to validate current processes alignment with ServiceNow. Worked as a Business Analyst with ITSM background to document the ITSM and CSM processes for the customer.
ACORIO, US (for Chick.Fil.A)
Working for ACORIO as a ServiceNow Technical Consultant for Chick-Fil-A. Provide support for resolving incidents, fixing and customizing integrations with other systems, create new and enhance existing service catalog requests. Modules I worked on: ITSM, HRSD, CSM, ITOM (HW and SW Assets).