Jace Benson

Lumen Technologies

ServiceNow Architect • 2025 - Present

• Built proof-of-concept for Field Service Management and Case Service Management for multiple products
• Assisted with setting up AI Search
• Built custom interface to track required data for Field Technicians

Delta Air Lines

Senior ServiceNow Developer • 2022 - 2024

• Ensure ServiceNow is current with releases as they come out
• Learn about new features that pertain to our environment
• Mentored and learned from coworkers as they learn more ServiceNow
• Designed stories in parts so they can be worked on by multiple people
• Worked on stories to completion
• Ensured SOX compliance and developer standards are met by Code Review
• Reduced Code Review time by creating Instnace Scan rules
• Became familiar with the HRSD Product
• Updated HRSD Portal Ticket to include correct data, was missing before
• Created and updated Catalog Items
• Troubleshot complex scoped database view access control issues
• Removed need for Incident Tasks
• Desigend and implemnted new email notifications for consitency
• Implemented AI Search
• Led the upgrade to Vancouver
• Created custom dialog for Problem to update related incidents
• Secured instance by working through Healthscan findings
• Modified LDAP imports to include new data

AgilitiHealth

ServiceNow Developer • 2022 - 2022

• Created simple interface for entering historical activites
• Evaluated XType for CICD purposes
• Peer reviewed, validated, and contributed to the team by working on stories using AGILE
• Created a custom dialog to enter complex usage data for devices

FICO

ServiceNow Developer • 2016 - 2022

• Ensure ServiceNow is current with releases as they come out
• Solve incidents as they come in for ServiceNow
• Point, accept, build, and release code in 2 week sprints
• Learn about new features that pertain to our environment
• Reduced the time to fulfill a Certificate with Private Key from days to minutes by adding automation to generate them
• Reduced the time to request hundreds of Server Decoms by allowing Operations to paste a list of Servers in a custom field and having the system create the appropriate requests
• Converted CMS to Service Portal
• Improved accessibility to our customer portal by enabling, and configuring translations for catalog items, custom widgets, and kb articles
• Enabled the Telephony group to keep their Mobile Request form up to date per locations and networks
• Added visibility to server specific configurations not available to discovery with Server Ops to gather server specific details using a factor commands
• Configured and managed FiveTran and Snowflake's connections to ServiceNow giving other teams access to ServiceNows data in a form that can be reported on with a universal data lake
• Mentored colleague who got access on how our team works with them to get their code changes in dev to production
• Went through the process of "harding" our instance via the Instance Security Center
• Built automated Rolling Refreshes of our workstations based on their assets contracts end dates
• Added visibility into data integrity issues by pulling data from JAMF (mac app versions), Code42 (automated backup status), and Intune Compliance
• Pulled in critical event data from Thousand Eyes for visibility of issues as they happened
• Led the charge for ATF at FICO
• Added visibility to Networking devices from Solarwinds via a restful integration
• Automated access to Jira's Fisheye product from a Service catalog form
• Added visibility to installed software for Kenna and Qualys for security
• Automated access requests for Foreman with REST

Expedia

Senior Engineer II • 2014 - 2016

• Played 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
• Determined projects scope, functional requirements and a strategy that meets our customer's needs while satisfying scalability, reliability, performance, and resource constraints
• Provided extensive troubleshooting and technical expertise in identifying issues that impact service delivery
• Assisted in creating many integrations with many other teams using REST, SOAP, and custom processors in ServiceNow
• Was a major technical contributor to the re-launch of the Service Catalog
• Added integration to Puppet and SCCM to make our CMDB represent what Discovery couldn't get to
• Measured ServiceNow's performance after two unscheduled outages
• Created past metrics where possible to allow better insights into previous trends
• Implemented a Aggregate API which allowed other teams to get more data with less calls (before the official Aggregate API was released)

Fruition Partners

Senior Integration Consultant • 2011 - 2014

• Developed integrations between the ServiceNow and various supporting software solutions. Participated in presales scoping meetings to properly scope the estimated level of effort for client's integrations
• Designed and develop integrations to meet the requirements of the client and ensure that the goals, objectives, and quality of project deliverables are met
• Accountable to the quality delivery of all assigned integration engagements
• Participated in presales scoping meetings to help the sales team properly scope the estimated level of effort for a potential client's integration
• Worked with clients to understand and meet their data conversion needs
• Was the onsite and primary integrations specialist for creating a fully automated end-to-end internal cloud offering leveraging the customers CHEF implentation, ServiceNow's Service Portfolio, and CMDB
• Worked to move some integrations from a previous solution to APIGEE as a middle technology with ServiceNow on the other side
• Provided guidance on technical matters to both the client and internal resources alike, created a collaborative environment that maintained scope and met all the objectives set by the statements of work
• Worked with project sponsors and system administrators to customize ServiceNow to work for their organizations
• Researched, diagnosed, documented and resolved technical issues
• Enhanced incident, request, change, and survey management
• Implemented service portfolio management
• Imported knowledge from RightAnswers into ServiceNow
• Assisted with Orchestration configuration
• Created SOAP integration to oracle database to provision access
• Created a tool to import thousands of Microsoft documents with images intact in the knowledge application
• Managed Mediawiki installation
• Earned ITIL v3 Foundations and ServcieNow Administration certifications

AI in a Box (getaiinabox.com)

Creator • 2024 - Present

An alternative AI for ServiceNow.

nullEDGE conference (thenulledge.com)

Creator • 2025 - Present

The conference I wished existed for ServiceNow, now a reality

Languages

HTML, CSS, SCSS, JavaScript, TypeScript, XML, Jelly, PHP, and SQL

Libraries

jQuery, Angular, Prototype, Node.js, React, RedwoodJS, and 11ty

Platforms

ServiceNow, Mediawiki, Node-red, Docker, and Wordpress

Web Services

REST, SOAP, and GraphQL

ServiceNow Minneapolis Meetup

Organizer • 2016 - Present