• Rewrote how server patching is evaluated from Servicenow
• Automated the SSL Certificate from ServiceNow to Comodo
• Wrote tools to help streamline release process (build release notes, gather update sets, etc)
• Automated the request of thousands of server decoms using Jelly and later AngularJS
• Automated the access requests for Foreman with REST
• Implemented Service Portal
• Worked directly with end users to resolve support issues within ServiceNow
• Pointed, accepted, worked and released functionality in 2 week sprints
• Upgraded the instance over multiple patches and versions starting with Helsinki
  

• Customize and extend our ServiceNow application to provide efficient services to a variety of process owners and teams within Expedia.
• Play a key role in helping to define, document, and improve existing and new ServiceNow development processes with a goal of increasing quality while making the team more efficient.
• Work closely with stakeholders to determine project scope, functional requirements and a strategy that meets our customer’s needs while satisfying scalability, reliability, performance, and resource constraints.
• Define operational best practices and work with Operations, Program Management, and Application Development teams to ensure successful roll outs.
• Provide extensive troubleshooting and technical expertise in identifying issues that impact service delivery.
• Utilize support expertise to set and improve existing standards for system administration, e.g., process, builds, monitoring, reporting, and documentation.
• Engineer, design, and evaluate new and current production application systems and supporting infrastructure.
  

Responsibilities

• Responsible for developing integrations between the ServiceNow tool and various supporting software solutions.
  
• Design and develop integrations to meet the requirements of the client and ensure that the goals, objectives, and quality of project deliverables are met.
  
• Participate in pre-sales scoping meetings to help the sales team properly scope the estimated level of effort for a potential client’s integration.
  
• Accountable to the quality delivery of all assigned integration engagements
• Consult and identify the proper protocol for achieving a desired integration
• Design and develop integration solutions to enable uni/bi-directional interfaces to/from ServiceNow using various integration protocols
• Work with clients to understand and meet their data conversion needs
• Provide documentation for developed integrations and transition support knowledge to the individuals responsible for ongoing support.
• Maintain the highest standards of business ethics at all times

Actual work

• Leverage Openstack and ServiceNow to provision end-to-end hosting services using SOAP and REST
• Build integration between RevTrak, Apigee and ServiceNow to track changes from RevTrak in ServiceNow
  

Responsibilities

• Applies innovative technology to business processes in order to develop new solutions and troubleshoot issues.
• Consults with business analyst/project manager to develop appropriate technical solutions.
• Follows-up on outstanding client needs and provide timely status reports to project manager.
• Advises on options, risk and impacts on business processes and technical architecture.
• Performs accurate internal operational tasks such as time tracking, expense reporting and knowledge sharing.
• Communicates technical problems and solutions to both technical and non-technical audiences.
• Builds positive relationships with external clients by providing excellent service/support and consistent communication as appropriate.

Actual work

• Troubleshoot 3PA (third party access system)
• Corrected issues identified in backlog (incident, change, and request)
• Enhance survey, change management, and risk assessments
• Imported knowledge from RightAnswers into ServiceNow
• Configure survey management
• Enhance request management
• Removed unwanted discovery configuration item data
• Created tool to import 4000+ .doc/.docx/.html with images intact in the knowledge application
• Customized knowledge management to allow for new categorization fields
• Add functionality to allow end users to translate fields not translated
• Create reports to show survey results
• Customized home pages to show specific rotas
• Enhance change and request management
• Assist with orchestration configuration
• Working/Training sessions with administrator
• Troubleshoot Twilio integration issues
• Enhance survey management
• Create SOAP integration to oracle database to provision access
• Enhance request, incident, and change management
• Working sessions with administrator
• Enhanced request management
• Assisted with Orchestration configuration
• Enhance incident, request, change, and survey management

Responsibilities

• Applies innovative technology to business processes in order to develop new solutions and troubleshoot issues.
• Consults with business analyst/project manager to develop appropriate technical solutions.
• Follows-up on outstanding client needs and provide timely status reports to project manager.
• Advises on options, risk and impacts on business processes and technical architecture.
• Performs accurate internal operational tasks such as time tracking, expense reporting and knowledge sharing.
• Communicates technical problems and solutions to both technical and non-technical audiences.
• Builds positive relationships with external clients by providing excellent service/support and consistent communication as appropriate.

Actual work

• Completed existing catalog and content management project
• Developed first call resolution metrics custom to client
• Assisted in developing dynamic conditions to allow gamification of incident
• Troubleshot issues with user and user access imports
• Configure survey management
• Correct issues with change management
• Configure a catalog item for software
• Customize home pages for parts department to meet their needs
• Configure inbound actions to create catalog items which allows emails to generate requests
• Enhance incident, problem and change applications
• Create reports for catalog items and variables
• Enhance request management
• Implement service portfolio management
• Create custom reporting to meet service portfolio needs
• Enhance request, incident, change and knowledge management applications
• Configure SLAs and chat
• Troubleshoot missing updates
• Troubleshoot issues with x509 certificate
• Troubleshoot SOAP integration