Servicenow Developer Senior
Resume:
Yolanda Gonzalez
Lakeland, Florida, ***** *******.*******@*****.*** +1-540-***-****
SUMMARY
Senior ServiceNow Developer with 6+ years of experience implementing and optimizing ITSM, ITOM, ITAM, HRSD, GRC, and CSM modules to enhance service delivery and business resilience. Skilled in automation, integrations, and CMDB management using REST/SOAP APIs and IntegrationHub. Recognized for improving process efficiency, system reliability, and platform governance across enterprise environments.
WORK EXPERIENCE
Senior ServiceNow Developer
CRI Advantage July 2022 – Present
Provide hands-on operational support for ServiceNow AIOps features including Event Management, Predictive AIOps, Service Mapping, and CMDB.
Monitor and maintain data ingestion pipelines from monitoring tools such as Splunk, Dynatrace, AppDynamics, and Datadog.
Configure and fine-tune correlation rules, anomaly detection, and alert suppression to reduce event noise and false positives.
Integrate ServiceNow with enterprise observability platforms and ensure reliable, real-time event ingestion.
Conduct root cause analysis (RCA) to identify recurring system issues and optimize event-to-incident workflows.
Collaborate with ITSM teams to ensure incidents are generated, prioritized, and routed effectively within ServiceNow.
Design, build, and maintain Service Maps that provide visibility into application dependencies and business services.
Configure and optimize ServiceNow Discovery schedules and patterns to ensure CMDB data accuracy.
Document data reconciliation results and communicate data integrity improvements to leadership.
Monitor CI lifecycle changes to ensure consistency across hardware, application, and service layers.
Collaborate with infrastructure and application teams to maintain configuration relationships and dependency mappings.
Integrated ITSM and ITOM modules to enable end-to-end visibility from service request to infrastructure health monitoring.
Designed CMDB Health Reports and Dashboards to monitor completeness, correctness, and compliance of configuration data.
Designed CMDB Health Reports and Dashboards to monitor completeness, correctness, and compliance of configuration data.
Supported ServiceNow platform upgrades, instance clones, and patch management ensuring minimal disruption.
Documented configurations, workflows, and integration designs to maintain ServiceNow platform governance and best practices.
Developed Service Health Indicators (SHIs) and Key Performance Indicators (KPIs) to track IT service reliability and availability.
ServiceNow Developer
Lighthouse June 2019 – May 2022
Designed, implemented, and optimized ServiceNow Discovery schedules and MID Server configurations to ensure accurate CI identification across on-prem and cloud environments.
Built and maintained Service Mapping for critical business services, improving visibility of application dependencies and reducing incident resolution time.
Configured and administered Event Management to aggregate alerts from multiple monitoring tools, creating actionable incidents through correlation rules.
Developed and deployed Operational Intelligence (OI) dashboards for proactive anomaly detection and performance trend analysis.
Enhanced CMDB data integrity through reconciliation rules, identification criteria, and continuous health scans to maintain accurate configuration data.
Implemented Cloud Discovery for AWS and Azure to maintain visibility of virtual resources and compliance across hybrid environments.
Configured ITOM Health Dashboards to track service availability, dependency health, and configuration drift.
Implemented Asset Management workflows to track the lifecycle of hardware and software assets from procurement to retirement.
Developed custom sensors and probes to enhance Discovery coverage for non-standard infrastructure components.
Implemented Asset Management workflows to track the lifecycle of hardware and software assets from procurement to retirement.
Configured Asset Models, CI Classes, and Relationships to ensure traceability between hardware, software, and configuration items.
Coordinated ITOM implementations during platform upgrades to ensure minimal disruption and backward compatibility.
Integrated ITAM with Procurement and CMDB modules to establish automated asset reconciliation and compliance tracking.
Built Software Asset Management (SAM) compliance reports to monitor license usage and identify cost-saving opportunities.
Conducted data audits and CMDB reconciliation to ensure alignment between Discovery and Asset databases.
Created ServiceNow dashboards and analytics for ITOM/ITAM KPIs such as Discovery coverage, asset utilization, and service health trends.
ServiceNow Administrator
Capgemini March 2019 – July 2021
Designed, configured, and deployed core ITSM modules including Incident, Problem, Change, Request, and Knowledge Management in alignment with ITIL v4 best practices.
Developed Flow Designer and Workflow Editor automations to streamline request fulfillment and reduce manual intervention across ITSM and HRSD processes.
Built Service Catalog items, Record Producers, and Order Guides to simplify user service requests and improve SLA compliance.
Implemented Change Management workflows with CAB approvals, impact analysis, and blackout windows for risk mitigation.
Developed HR Knowledge Base articles and approval workflows to centralize policy documents and reduce HR inquiries.
Configured HR Service Catalog categories and request forms to automate repetitive HR transactions.
Created UI Policies, Client Scripts, Business Rules, and Script Includes to implement dynamic form behaviors and business logic.
Configured Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to track and enforce service performance.
Automated Employee Onboarding and Offboarding in HRSD by integrating with Active Directory and HR systems through IntegrationHub.
Built HR Case Management processes for Employee Relations, Payroll, and Benefits, ensuring secure case routing and visibility.
Configured Lifecycle Events and HR Templates to standardize employee transitions such as new hires, promotions, and terminations.
Delivered custom reports and dashboards for HR and IT leadership to track SLA metrics, case volumes, and service trends.
Created documentation, process maps, and training materials to drive adoption and enablement of ITSM and HRSD functionalities.
Skills
Scripting: JavaScript, Glide Scripting, Business Rules, Client Scripts
Workflows & Automation: Flow Designer, Workflow Editor, Scripted Flows
Integrations: REST & SOAP APIs, Integration Hub, MID Server
Platform Maintenance: Upgrades, Patching, Clone Management
Soft Skills: Effective communication, team leadership, mentorship, analytical thinking, adaptability, problem-solving, collaboration, time management, attention to detail, conflict resolution, decision-making, stakeholder management, continuous learning, critical thinking, accountability.
Education
Bachelor in Software Engineering The University of Texas (October 2010 - April 2014)
Certificate
Certified System Administrator (CSA)
Certified Application Developer (CAD)
ITIL v4
Performance Analytics
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