Sr. Servicenow Developer

ALEKSEY MEZHVA SR. SERVICENOW DEVELOPER

*******.******@*****.*** New Jersey, Howell, 07731 716-***-****

CAREER SUMMARY

Results-driven ServiceNow professional with 7 years of experience in designing, implementing, and optimizing ServiceNow solutions across ITSM, ITOM, ITAM, HRSD, SPM, CMDB, ITAM, LSD, and CSDM. Adept at customizing ServiceNow applications to streamline business processes, enhance automation, and improve IT service delivery. Proven expertise in ServiceNow administration, development, integrations, and strategic consulting to drive digital transformation. Skilled in scripting, workflow automation, and configuration management, ensuring optimal platform performance and alignment with business objectives. A trusted advisor in ServiceNow best practices, security, and governance, delivering innovative solutions to maximize platform capabilities.

TECHNICAL SKILLS

●Glide Ajax, Client Scripts, UI Policies

●Script Includes, Business Rules, REST API, SOAP, Integration Hub, MID Server

●Automating processes with Flows & Workflows

●UI Actions, UI Pages, UI Macros, Widgets

●Creating tables, dictionary attributes,

●ACLs, Roles, Data Policies

●Writing and executing automated tests

●Dashboards, KPI tracking

●Scoped Applications, App Engine Studio

Transform Maps, Web Services, APIs

SOFT SKILLS

●Problem solving ability.

●Agile & Scrum methodologies.

●Effective communication.

●Cross-functional team collaboration.

●Analytical Thinking

●Documentation & reporting.

●Critical thinking & decision-making.

●Attention to details

●work on multiple project

●consistent

●Adaptability

●Prioritization & multitasking.

●Mentoring & knowledge sharing.

●Conflict resolution & negotiation.

●Proactive & self-motivated approach.

●Strong stakeholder management.

communication skill

CERTIFICATIONS

●Certified Application Developer (CAD)

Certified System Administrator (CSA)

EDUCATION

●Bachelor of Computer Science

PROFESSIONAL EXPERIENCE

SR SERVICENOW DEVELOPER

EVERCORE APRIL 2024 – PRESENT

During my two years at EVERCORE as a Sr ServiceNow Developer, I worked with various ServiceNow modules, including ITSM, ITOM, HRSD and CMDB.

●Customized Work Order and Task flows in FSM for a utility services client, integrating with mobile devices and calendar availability for optimized scheduling and SLA tracking. enabling faster root cause analysis.

●Integrated third-party monitoring tools (e.g., SolarWinds, Zabbix) with ServiceNow Event Management to centralize alerts, configure alert correlation rules, and automate incident creation for proactive issue resolution. Created SLA/OLA tracking dashboards to monitor performance.

●Led the design, development, and implementation of ServiceNow Customer Service Management (CSM) solutions to improve customer experience and case resolution efficiency.

●Configured and customized core CSM modules: Case Management, Playbooks, Work Orders, Communities, Virtual Agent, and Knowledge Management.

●Enforced security requirements by configuring ACLs, encryption, and compliance controls, supporting ServiceNow in cloud environments with best practices, communication skills, meticulous configuration, and risk visibility through problem-solving.

●Developed reports, dashboards, and KPIs to support leadership decisions, applying analytical, communication, and attention to detail skills to deliver actionable insights, demonstrating a highly motivated, adaptable, and professional approach.

● Conducted system demonstrations and worked with stakeholders to gather Business Requirements, leveraging interpersonal skills, collaboration skills, scrum methodology, and managerial skills to meet evolving needs through User Acceptance Testing.

●Configured Flow Designer and Workflow Editor for no-code automation supporting Strategic Portfolio Management, workflow efficiency, prioritizing secure integrations, and ensuring accuracy and reliability in business application delivery while staying open to change and willing to learn.Delivered end-user and agent training and maintained system documentation for ongoing support and knowledge transfer.Led incident management and application support efforts, resolving problems efficiently and providing root cause analysis and resolution.

●Deployed ServiceNow CSM case management for an enterprise client, enabling omni-channel support, automated case routing, and SLA adherence through playbook configuration.

●Integrated TSM and CSM modules to unify backend support processes with customer-facing workflows, improving transparency and reducing case backlog by 25%.

●Implemented automated workflows using ServiceNow Flow Designer and Integration Hub for cloud resource lifecycle management, including instance provisioning, de-provisioning, and change tracking.

●Extended CMDB with cloud-specific classes and attributes to maintain accurate asset inventory, leveraging Discovery and Cloud Insights for real-time visibility and compliance across virtual infrastructure.

SERVICENOW DEVELOPER / CONSULTANT

UNISYS JAN 2021 – MARCH 2024

During my time at UNISYS as a ServiceNow Developer, I was deeply involved in HRSD, CMDB, ITAM, CSM and Consultant deriving Solutions.

●Implemented ITIL-aligned Incident, Problem, and Change Management processes.

Ensured process standardization and compliance with ITSM best practices.

●Developed and customized ServiceNow Vulnerability Response (VR) module beyond out-of-the-box configurations to enhance detection, analysis, remediation tracking, and executive reporting.

●Integrated Tenable.io and Qualys with ServiceNow VR using MID Servers and REST APIs, enabling real-time ingestion of vulnerability data across hybrid environments.

●Built custom connectors to pull vulnerability and code quality data from SonarQube, Arnica, and internally developed tools for centralized security posture visibility.

●Designed and implemented automated remediation workflows to reduce mean-time-to-remediate (MTTR), aligned with security SLAs and compliance requirements.

●Created dynamic dashboards and reports in Performance Analytics for vulnerability trends, SLA breaches, and compliance metrics to provide real-time insights to InfoSec leadership.

●Collaborated with Security, ITSM, CMDB, and GRC teams to ensure end-to-end vulnerability lifecycle integration and accurate asset-to-CI relationships.

●Deployed and configured Security Incident Response (SIR) module with integration to threat intelligence feeds like MITRE ATT&CK and STIX/TAXII, automating enrichment of security incidents.

●Built SOAR (Security Orchestration, Automation, and Response) workflows using Flow Designer and Integration Hub to trigger auto-containment actions for high-severity incidents.

●Defined and implemented SecOps best practices in line with NIST, ISO 27001, CIS Controls, and GDPR, improving audit readiness and regulatory alignment.

●Integrated SecOps modules with ITOM Discovery, CMDB, and IRM, ensuring clean, normalized CI data and accurate mapping for risk assessments.

●Created ACLs, custom tables, and relationships within SecOps applications to enforce security and access governance without compromising usability

●Documented all technical architecture, workflows, and support runbooks to ensure operational handoffs and internal knowledge transfer across teams

●Implemented similarity suggestions for incidents and HR cases using Predictive Intelligence.

Enabled faster resolution by recommending related cases and knowledge articles.

●Configured HR Case Management including case types, templates, and workflows using Flow Designer. Ensured handling of lifecycle events like onboarding, offboarding, and LOA.

●Built HR services and catalog items using HR Service Designer. Embedded forms and automation logic for dynamic HR service delivery

●Configured Case Lifecycle, creation, assignment, SLA tracking, escalation, and resolution.

SERVICENOW DEVELOPER

LOTUS DATA NOV 2020 – DEC 2021

I worked Extensively with ITSM, SPM and SecOps (Security Operations).

●Implemented core ITSM processes including Incident, Problem, Change, Request, and Knowledge Management. Aligned configurations with ITIL best practices.

●Configured Incident Management with dynamic routing, SLA tracking, and auto-escalation.

Enabled major incident process and communication workflows for critical outages.

●Developed Problem Management process with root cause analysis, RCA templates, and known error articles. Linked recurring incidents to problems for proactive resolution.

●Set up Change Management with workflows for Standard, Normal, and Emergency changes.

Automated CAB approvals, risk assessments, and change calendars.

●Built Service Catalog and Request Management with catalog items, flows & approval chains.

Used variables, UI policies, and flow logic to streamline user experience.

●Implemented Security Incident Response (SIR) module to manage security incidents.

Integrated with threat intel sources for automated enrichment and faster triage.

●Configured workflows for security incident lifecycle including detection, analysis, containment, and recovery. Automated SLA-based prioritization for high-impact incidents.

●Configured Security Case Management for investigation tracking and evidence handling.

Ensured linkage of cases to incidents and compliance with audit requirements.

●Worked with Security Center to evaluate the security posture of ServiceNow instances. Used hardening checks and recommendations to align configurations with best practices.

●Implemented SPM modules including Project, Demand, Resource, and Idea Management. Streamlined Execution processes to resolve scattered planning & disconnected execution.

●Configured Demand Management workflows with assessments, cost plans & prioritization.

Helped stakeholders manage unstructured demand intake and prioritization conflicts.

●Set up (PPM) with work breakdown structures, schedules, and milestones.

Addressed lack of visibility and control across programs and portfolios.

●Implemented ServiceNow HRSD with Virtual Agent, designing and deploying conversational flows for HR case creation, knowledge lookup, and lifecycle event inquiries.

●Configured Live Agent integration within HRSD to route employees to the appropriate HR support teams using advanced routing rules and skills-based assignment.

●Customized Virtual Agent topics to automate common HR requests (e.g., benefits, PTO, onboarding), improving resolution time and reducing manual HR intervention.

●Integrated HR Knowledge Base and Case Management into Virtual Agent workflows, ensuring personalized and context-aware user experiences.

SERVICENOW ADMINSTRATOR

BAPTIST HEALTH JAN 2018 – OCT 2020

● Managed users, groups, and roles to ensure proper access management, user provisioning, and advocacy across ServiceNow enterprise applications, aligning with ITSM, security, IT operations management, and information technology best practices using scrum methodology.

● Maintained system properties, UI policies, and business rules to improve operational efficiency, resolve issues, and support Software Development Lifecycle business applications using JavaScript, coding, troubleshooting, data integrity, automation, and analytical, problem-solving skills.

● Configured LDAP, SSO, and MFA to meet security and technical requirements for identity management, supporting scalability, compliance, and reliability in cloud-based service delivery environments like AWS and Azure using ITIL practices.

● Performed instance cloning, patching, and upgrades while ensuring minimal downtime and adherence to agile practices, providing strategic oversight, prioritizing tasks, and applying analytical thinking to meet business requirements.

● Configured email notifications, actions, and scheduled jobs for automated Application Services workflows, enhancing system configuration and process design through data management, web services, scripting, and continuous improvement using Computer Science fundamentals.

● Managed catalog items, record producers, and order guides for streamlined request fulfillment aligned with ITSM, ITIL, and asset management, ensuring stakeholder engagement, talent acquisition support, interpersonal skills, and accurate requirements analysis.

● Configured Flow Designer and Workflow Editor for low-code automation using App Engine, integrating with REST APIs, SCCM, endpoint management, and Salesforce to improve ServiceNow functionality with business rules and data modeling under change management.

● Maintained tables, forms, and dictionary entries to ensure structured data management, improving reporting and enabling analytics using data integrity, Computer Science knowledge, and a sharp analytical mindset.

● Implemented data policies and transform maps for accurate imports and updates, aligned with agile, scrum practices, and governance models to support change management, configuration changes, and evolving business requirements.

● Managed CMDB health by monitoring discovery sources and CI reconciliation rules integrated with ITSM workflows and Strategic Portfolio Management, demonstrating attention to detail, security, and maintaining data integrity and compliance.

● Monitored system logs, diagnostics, and performance metrics to resolve issues, applying troubleshooting, automation, reliability, and ITIL methodologies to ensure platform stability and the ability to lead independently with effective communication.

Contact this candidate