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ServiceNow Technical Consultant / Full Stack Web Developer

SERVICENOW DEVELOPMENT

Web Development

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.

 Development Skills: ServiceNow, JavaScript, XML, SOAP/REST/APIs, CSS, HTML, MySQL, Angular Js.

Technology Stack

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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.

Product Updates

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).

WorldClass Support

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)

Technical Stack

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.

Skillset

Main Skills

  • 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%

ServiceNow Skills

  • 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%

Projects

Experian, Spanish LATAM Region

Experian deployed the ServiceNow platform across the world to different markets, each region coming from different ITSM tools, to centralize all the IT Sevice Management operation in a single system. This required to gather the requirement fom each regional country and align processes and global services to a unified system respecting each 

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 required to modify 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, bea ble to show the service portal in local language and enable or disable forms based o locales even whithin 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)

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.

Edward-Elmhurst Heal, USA (as Fruition-DXC)

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.

INAP, US

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

Support existing ServiceNow instance, gather new requirements and write stories based on client needs. Prepare Demos and training for the customer. Assist the Development team when additional details needed for the development task.

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 Sotware Asset Management operations. Service Catalog enhacements.

Assit the client with data cleanup, normalization, discovery and service catalog.

Modules: HAM, SAM.

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.

Columbia Distributing, US

ServiceNow ITSM re-implementation. The client neede to start from zero on a new instance where the previous implementation never worked as expected. Worked on Incident, Problem and CMDB processes alignment as well as in ITSM development to implement a new instance.

United Therapeutics, US

Managed Services. Develop new customizations in multiple modules wihthin ITSM (Incident, Change, Request, CMDB).

Columbia University, US (through Fruition-DXC)

ServiceNow Request Process enhancement and new request creations. Setup Business Rules, Fix Scripts, Request Forms, Service Portal Fixes.

pwc of Canada, CA

Process Consulting. The client required ITSM experts to validate current processes aligment with ServiceNow. Worked as Business Analyst with ITSM background to document process and propose solutions.

ACORIO, US (for Chick.Fil.A)

Act as ACORIO’s Technical Consultant for Chick-Fil-A. Provide support on Incident Resolution for their daily operations, fixing integrations with other systems, form issues, data issues and access issues. Develop new requests over multiple applications, such as Request, Service Portal and Problem Management. Mainly working on CSM module for agent workspace, service desk operations and user requests.