Servicenow developer

JOAN OJO

CONTACT

ATLANTA GA

Mobile: 281-***-****

*********@*****.***

EDUCATION

January 2024

Master of Science in Health

Informatics

THE UNIVERSITY OF

ALABAMA AT BIRMINGHAM,

Birmingham, AL

January 2017

Bachelor of Science in Human

Services

KENNESAW STATE

UNIVERSITY, Atlanta, GA

CERTIFICATIONS

PSM 1

Agile SAFe Certification

Oracle Cerner CareNet

certification-March 2023.

ServiceNow Admin CSA

ServiceNow Development

CAD

PROFESSIONAL SUMMARY

Highly skilled ServiceNow Professional with 4 years of experience and 2 years in System Analyst architecting, implementing, and optimizing ITSM solutions. Proven expertise in ITSM core modules, including Incident, Problem, Change, Service Catalog, and Workflow, coupled with in-depth knowledge of CMDB, Discovery, and ITOM modules. Possessing a strong foundation in Service Portal

development, I have successfully delivered user-centric solutions. Adept at leveraging Virtual Agent, REST, and SOAP integrations to streamline processes and enhance system capabilities. Demonstrated ability to analyze complex business requirements and translate them into effective ServiceNow configurations.

SKILLS

ServiceNow

Scripting

Workflow

Integration

API

Automation

Configuration

Customization

Reporting

Analytics

Monitoring

Alerting

Visualization

Security

Governance

Compliance

Mapping

Discovery

CMDB

ITSM

ITOM

Service Mapping

Python

Tableau

SQL Server

WORK HISTORY

August 2022 - Current

ServiceNow Developer, Impact Advisors, Atlanta

Develop, create, and modify general ServiceNow

applications and modules with low code / no code

functionality

Perform discovery work sessions to determine the solution June 2020 - June 2022

ServiceNow Admin & Developer, ESPYR, Atlanta

requirements and produce deliverables, including

mock-ups

Deliver end-to-end automated solutions which include technical implementation of the ServiceNow Platform, Core System

Implement IT Infrastructure Library (ITIL) processes, workflow customization, ticketing, process automation, report development, dashboard creation, and system configurations Implement the Core System including integration components (LDAP, Discovery, MID Server) Apply Agile software development practices for

customizations to the platform and applications

Refine requirements and perform integrations with the ServiceNow Integration Hub and web services using SOAP or Rest for components such as Azure, SSO, LDAP, etc Organize and prioritize development effort, interfacing with vendors and management, and potentially

coordinating effort of additional administrators

Communicates professionally and effectively verbally and in writing with business professionals and clients Work within a team environment to strive for

Implementation Customer Satisfaction scores of 90% or better

Expertise in ServiceNow development, including UI

policies, business rules, client scripts, and workflows Experience with ServiceNow integrations using REST, SOAP, and other technologies.

Configured ServiceNow modules (e.g., Incident, Change, Problem Management) to align with business needs

Implemented robust access controls (ACLs) within

ServiceNow for user security and data integrity

Managed user accounts and permissions within the

ServiceNow platform

Utilized UI Actions and UI Builder to create custom user interface elements for improved user experience

Managed and maintained ServiceNow instances for

optimal performance and stability

Developed custom workflows and scripts (Jelly,

JavaScript) to automate critical IT processes

Utilized ServiceNow Business Rules to trigger automated actions based on specific events

Implemented custom functionalities and integrations to April 2018 - April 2020

Systems Analyst/Data Analyst, The Midtown

Group, Atlanta

extend ServiceNow platform capabilities

Designed and configured Service CatLog items to fulfil user service requests efficiently

Performed data cleansing and migration tasks within ServiceNow instances

Developed custom ServiceNow applications to address specific business requirements

Implemented ServiceNow integrations (REST, SOAP) with external systems for seamless data exchange

Utilized ServiceNow APIs for data manipulation and automation purposes

Followed ServiceNow development best practices for code maintainability and scalability

Collaborated with developers to ensure successful

implementation of custom solutions

Developed and executed unit tests for custom applications to ensure functionality and quality

Utilized ServiceNow testing tools (e.g., ServiceNow Test Script Runner) for regression testing

Monitored ServiceNow logs and performance metrics to identify and troubleshoot issues

Performed regular instance health checks and

optimizations for peak performance

Maintained and updated ServiceNow configurations and customizations to meet evolving business needs.

Analyzed design frameworks for new systems and

provided input to the design document

Collaborated with business stakeholders to identify business requirements and validate alignment with system requirements

Facilitated successful application production rollouts and ongoing smooth system operation

Ensured that system requirements were well tested during systems testing done by the Tester

Involved in software and data integration projects; promoted successful integrations

Participated in application customizations and ensured that it meets the organization's needs

Worked on resolving application, data, hardware, and network connectivity issues

Documented client reporting requirements in compliance with industry standards and proven best practices

Worked collaboratively with project team members to ensure team efficiency and effectiveness

Reviewed epics and user stories in Jira to ensure a clear understanding of the project scope.

Data Integration: Integrated data from multiple sources

(e.g., SQL Server, Excel) into Tableau, enabling

comprehensive analysis and unified reporting. Advanced Calculations: Utilized Tableau's advanced calculations and functions to create dynamic and insightful visualizations, enhancing data interpretation. Database Management: Managed and maintained SQL Server databases, ensuring data integrity, security, and optimal performance. Query Optimization

Developed and optimized complex SQL queries and stored procedures, reducing query execution time by 90% and improving application performance. Data Warehousing Designed and implemented data warehousing solutions, including ETL processes, to consolidate and manage large volumes of data. Data Analysis and Visualization:

Utilized Python libraries (e.g., Pandas, Matplotlib, Seaborn) to analyse and visualize complex datasets, providing actionable insights and driving data-informed decisions Automated Reporting: Developed scripts to automate data processing and reporting tasks, reducing manual effort and improving efficiency by 89%.

Machine Learning: Implemented machine learning

algorithms using libraries such as Scikit-learn and TensorFlow to build predictive models, enhancing

forecasting accuracy by 96%.

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