Implementation Specialist Servicenow Developer

Felix Shraga, PMP

Baltimore, MD ***** 443-***-**** *******@*****.***

Professional Summary

Seasoned IT project management professional with 10+ years of experience, including 5+ years as a ServiceNow Developer and Administrator. A passionate, articulate, goal-oriented, and dynamic professional with a background in successful project delivery and implementation, technical documentation, and software validation and release. Proactive team leader using organizational, analytical, and problem-solving skills to interact with people at all levels and from diverse cultural backgrounds.

Skills

●No code / low code enthusiast, Flow designer and workflow expert

●Expertise in SAM lifecycles and SCCM license compliance management for specific vendors such as Oracle, Adobe, IBM and Microsoft

●Designing and implementing new functionalities using business rules, workflows, client scripts, UI policies, UI actions, UI scripts, UI pages, script includes, JavaScript, angular, service portal and ACL.

●Thorough understanding of PPM, ITSM AND ITAM, NUVOLO

●Strong knowledge of ITIL processes

●Supporting Service Catalog – multi-catalog management, diagnostic and debugging utilities.

●Experience in converting various applications to ServiceNow.

●Good understanding of Web Services like REST and SOAP

●Seasoned Agile veteran.

Work History

ServiceNow Developer/SME 06/2022 to Present

New River Systems Baltimore, MD

●Created flows and sub-flows, script includes, ACL rules and reference qualifiers within service catalog items

●Created custom apps within a CSM project leveraging custom email scripts and notifications.

●Singlehandedly ran SAM Pro implementation for a local govt client where I created a roadmap, epics, stories and client workshops.

●Performed Office 365 integration from Azure to ServiceNow

●Responsible for supporting the life cycle of software asset management for a local state entity.

●Analyze and reconcile software asset inventories and entitlements against usage and deployment data.

●Contribute to the technical direction, recommend, and design the solution to leverage the ServiceNow SAM best practices and out-of-the-box functionalities.

●Deliver E2E tasks to accurately capture product entitlement and consumption across technologies and platforms.

ServiceNow Technical Consultant 03/2021 to 10/2022

Thirdera Baltimore, MD

●Participate in Telecommunications Service Management and Order Management for Telecommunications modules Development efforts with customers and teammates.

●Part of an all-star project team with 3 Master Architects and EVP on a CSM project

●Part of the facilities management project maintenance management, space and move management, capital program management, real estate management and sustainability management modules.

●Extract and analyze software information using SCCM.

●Responsible for supporting the life cycle of software asset management for large enterprise client.

●Analyze and reconcile software asset inventories and entitlements against usage and deployment data.

●Contribute to the technical direction, recommend, and design the solution to leverage the ServiceNow SAM best practices and out-of-the-box functionalities.

●Deliver E2E tasks to accurately capture product entitlement and consumption across technologies and platforms.

●Provide mentorship and project oversight to ServiceNow developers and implementation specialists.

●Engage with cross-functional teams to design and implement ITAM processes and policies supporting the lifecycle.

●Develop and deliver any customizations required to gather data to deliver ELP (Effective License Positions).

●Work closely with client, partner, and vendor resources to ensure quality implementation of SAM Pro

●Provide mentorship and project oversight to ServiceNow developers and implementation specialists.

ServiceNow Consultant 07/2018 to 03/2021

Klik Solutions Baltimore, MD

●Plan, design and implement ServiceNow ITSM solutions with Service Request, Incident and Change Management.

●Gather and document user and process requirements and develop and translate functional requirements into technical requirements and workflow customization.

●Support the service transformation teams, resolve problems, and integrate new applications.

●Customize ServiceNow application and facilitated the rollout and change management activities of new applications and modules.

●Ensure the latest release is installed in the systems.

●Participate in ongoing production support.

●Implementing ITBM suite applications like Idea, Demand and PPM

ServiceNow Developer/Project Manager 01/2017 to 04/2019

Shaare Zion Catering and Events Brooklyn, NY

●Advised client and team on the use and applicability of existing processes into PPM.

●Managed project portfolio developing and providing operation and enhancement support for custom in-scope and global applications, aligning to business and strategic objectives.

●Manage daily standup meetings and sprints to ensure adherence to deadlines and work schedules.

●Managed a project schedule for ServiceNow PPM implementation and training.

●Worked with stakeholders to assess current state processes and tools, defined technical requirements, and developed and configured the ServiceNow platform for Contract, Agile Development, Asset Management and Vendor Performance Management.

●Ensured that the ServiceNow IT support processes and workflows worked effectively, reliably, and efficiently and streamlined processes to meet service objectives.

●Developed and managed application code and user interface and wrote development documentation (e.g., technical design, developer notes), as needed.

●Improved automated communication with external vendors and vendor relationships.

●Developed business cases and presented to and interfaced with leadership for projects.

●Created strategies for risk identification, mitigation and contingency planning and issue resolution.

●Coordinate with developer team to complete release UAT, track issues to resolution and enhancements for future releases

●Constantly look for areas of improvement, provide recommendations/solutions, and identify risks and mitigations.

Information Technology Asset Manager 12/2009 to 03/2017

Cloudioteca Brooklyn, NY

●Provided technical direction for problem definition, analysis, requirements development and implementation for complex to extremely complex systems in the Enterprise Vulnerability Scanning and Management area and Data Protection using ServiceNow.

●Oversaw the receipt, tracking, retirement, and disposition of all IT assets for the duration of their lifecycle.

●Managed the integration from retired proprietary applications to ServiceNow.

●Streamlined ITAM process workflows for sales and purchasing departments in addition to non-IT asset management.

Education

Bachelor of Arts: Business Administration

The George Washington University - Washington, DC

Certifications

Certified ServiceNow Administrator (CSA)

Project Management Professional (PMP)

Certified Implementation Specialist – SAM

Certified Implementation Specialist – APM

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