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Lucas
laiqsnow@gmail.com
732-305-0426
New Brunswick, NJ 08989
Sr. ServiceNow Admin/Consultant
13 years experience W2
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Summary

Summary

Certified ServiceNow Admin, ServiceNow Administration and Development, BMC Remedy, ITSM, ITIL, Helpdesk Management. Asset Management, Incident Management, Problem Management, Change Management, CMDB, GRC, Knowledge Management, Offshore Coordination, Customer Service Management (CSM), Custom Applications (ServiceNow and BMC Remedy), HR Service Delivery, Performance Analytics, Service Portal, Request Management, User Training, Business Analyst functions, Crystal Reports, Data Mining, User Requirements, Written Skills, Verbal Skills

Area of Experience

Html5, Css3, JavaScript, Angular JS, Bootstrap, Ajax, Glide API, Jelly Scripting, PowerShell Scripting, Java, C, C++.

Experience
Sr. ServiceNow Admin/Consultant
Information Technology
Mar 2019 - Aug 2020
Remote, OR

Responsibilities:

  • Worked as a ServiceNow administrator to support the platform Issues and take them to closure.
  • Worked extensively with support activities for Incident, change, problem and knowledge.
  • Coordinate and implement requirements using Workflow, Java Script, HTML, XML, and ServiceNow Content Management.
  • Worked extensively on CSM (Customer Service Management) in solving the root cause and reducing the reasons for customers calling for help.
  • Worked on GRC application (Governance, risk and compliance).
  • Implemented new applications like Notify and Customer Service Management (CSM) in ServiceNow.
  • Installed plugins for Customer Service Management CSM for orders and users and created bidirectional, hierarchical relationships in CSM.
  • Participate in business and functional requirements gathering. Experienced with Case Application in Customer Service Module (CSM) in ServiceNow.
  • Comply with systems development standards, procedures, guidelines, priorities, and schedules.
  • Some of the development activities involve developing custom features, creating Business Rules, Script Includes, UI Policies, UI Actions, UI pages, Client Scripts, ACLs (Access Control Lists), Notifications, Custom Workflows.
  • Experience in implementing, configuring, onboarding, and administrating GRC plugins.
  • Expertise in debugging and optimizing the performance of Client Scripts, Catalog Client Scripts, UI scripts and UI Policies.
  • Develop and manage the preparation of systems and/or program specifications, test criteria and project control for new functionality, enhancements or error correction for ServiceNow
  • Participate in the development of building several modules like Incident, Problem, Change, Knowledge, Service Catalogs, Discovery, and Asset Management.
  • Gather requirement/build/test the third party Integrations like Zenoss and Mulesoft.
  • Build the inbound email Integrations to support TWS main frames teams for auto ticket creation.
  • Work closely with the AD/security team in the implementation process Password reset Orchestration.
  • Work with offshore teams in the standard service window to ensure all BAU operations take place on time, code review and ensure that team is following all the best practices.
  • Involved in Release management activities like, creating implementation plans, migrating update sets, managing release end to end schedule Clones across non prod instances.
  • Support the ITAM Modules which involves Hardware Asset Management/Software Asset Management. JIT
Asset Management ITAM Java JavaScript ServiceNow Servicenow Admin
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ServiceNow Developer
Information Technology
Aug 2018 - Feb 2019
Remote, OR
ServiceNow Developer Responsibilities: Worked on Report dashboard designing with Performance Analytics.
  • Developed custom Interactive filter on PA Dashboard that applies to all widgets and reports. (London version).
  • Created workflows and assignment rules for the Customer Service Management application (CSM). Implementation of new processes for Change
  • Develop and define processes for Incident, change Management and Service Requests and operation activates for application as per ITIL and ITSM framework.
  • Implemented new applications like Notify and Customer Service Management (CSM) in ServiceNow.
  • Responsible for the ownership & continuous improvement of Knowledge Management process
  • Managing the team support queue. Triaging and troubleshooting various incidents, and fulfilling various service requests, across the whole catalogue of supported applications.
  • Liaison with IT Support Teams in developing knowledge content.
  • Created many Reports, Indicators, Indicator sources, Breakdowns, Breakdown sources, Widgets, Dashboards, Custom relationships that help Business Owners in tracking and monitoring performance.
  • Created custom tables, joined table through Database views and populated the fields through scripting.
  • Service Catalogue Administrator, delivering key developments and improvements to the service request process, and liaising with global IT teams to ensure the catalogue continues to meet requirements.
  • Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Service Catalog, User Administration, HR Service Delivery, Reporting and Discovery.
  • Customizing and developing for the ServiceNow Platform using JavaScript, CSS, HTML and Other Web Based scripting.
  • Collaborate with the GRC team on the development of the GRC solution.
  • Implementing, configuring, onboarding, and administrating GRC plugins.
  • Configured Email Notifications and created inbound email actions for various approval and service request.
  • Designed CI orchestration activity layouts to automate CI processes across the ITSM spectrum from monitoring tools such as Solar winds to be able to create alerts and incidents into JIRA.
  • Worked on Project Portfolio Management PPM module to view all the related projects and application at the same time and track their progress by Gantt charts. Also worked on demands in the PPM module.
  • Have worked with HR profile application and Case management to create, view or edit HR cases in scoped version of HR.
  • Develop and define processes for Incident, change Management and Service Requests and operation activates for application as per ITIL framework.
  • Have created HR Dashboards and Reports for the visual representation of accountability, performance and status of HR cases in scoped version.
  • Integrated HR Service delivery with other third-party HR management systems using REST and SOAP services.
  • Used Content Automation to launch an open enrollment for a benefits campaign by targeting different content to specific audiences.
  • Performed the task of using Discovery to load configuration information to CMDB.
  • Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
  • Configured ServiceNow discovery and orchestration.
  • Performs integrations and process automation using ServiceNow Orchestration.
  • Responsible for the implementation of ServiceNow ITSM suite, Discovery, CMDB, Event Management, Service Watch/Service Mapping.
  • Completed the design and development of a number of Custom Applications in ServiceFirst including Real Estate Disclosures (RED) and Complaint Management System (CMS).
  • Design and maintain Service Portal for user access to Knowledge Base and Service Catalog.
  • Configured and maintained ServiceFirst Configuration Item Discovery, Service Mapping Discovery and the ServiceFirst Configuration Management Database.
  • Acquire or prepare Technical documentation for supported applications and systems.
  • Played part on end user self-service portal management.
  • Design and maintain Service Portal for user access to Knowledge Base and Service Catalog. Linium
Continuous Integration CSS HTML JavaScript REST ServiceNow Servicenow Developer ServiceNow ITSM ServiceNow Orchestration SOAP SolarWinds Change Management ITIL ITSM Continuous Improvement Configuration Management
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ServiceNow Consultant
Information Technology
Apr 2017 - Jul 2018
Remote, OR
ServiceNow Consultant Responsibilities: Responsible for implementation and administration of Incident Management/Problem Management/Service Level Management (SLM) and Service Catalog. Responsible for developing and defining processes for Incident change Management Service Requests and operation activates for application as per ITIL framework. Built script includes transform scripts client scripts scheduled scripts and Business Rules. Involved in workshops that include focus on ITOM Service portal.
  • Created standard workflows which are being re-used and propagated and handled many custom events.
  • Designed and built configurable data driven field level validations for outbound communication which can be scaled to any integration. Worked on ServiceNow ITOM business development project delivery/implementation building ServiceNow ITOM practice & competency and providing consultancy services to business regarding overall strategic business transformation leveraging ServiceNow.
  • Created transform maps for importing CMDB data.
  • Performed the task of using Discovery load configuration information to CMDB. Involved in implementing the CMDB with Discovery and Service Watch.
  • Experience on Discovery and setting up MID servers and populating CMDB. Developed Probes and Sensors in Discovery.
  • Worked on Discovery for troubleshooting and monitoring the connectivity and on modification of UI pages using Client Scripts
  • Wrote Classifiers and Identifiers to direct the Discovery tool to gather the information of the configuration items with no error.
  • Wrote business rules to avoid empty configuration items to be stored in CMDB after discovery tool runs a scheduled job.
  • Worked on Service Mapping by collecting data about devices and applications used in business services which creates a map for business service and stores the collected data in CMDB.
  • Worked with Service Now Event Management by configuring Event Mapping Rules, Event Transform Rules, Alert Rules, and Incident Templates.
  • Experienced in the analysis, development and automation of various ITSM processes including Incident Management, Change Management, Asset Management, Service Request, Configuration Management including setup and configuration of MID Server and Configuration Item Discovery.
  • Created Service Relationship between Configuration Items (CIs) by using the Business Service Management Maps (BSM).
  • Web development experience Using AngularJS, JavaScript in developing dynamic websites with emphasis on Service Portal.
  • Created customized widgets so that users can access specific platform features using Service Portal.
  • Have strong knowledge on Service portal. Have changed the layouts of widgets on a page, have done advanced customization.
  • Configured Employee self-service portal using Content Management (CMS).
  • Worked on content management system (CMS) to create the custom interface of the applications
  • Interacted with business system analyst to understand the technical requirements of the project.
  • Very good understanding of integration with these varieties of protocols: SOAP, JDBC, and ODBC.
  • Implementing custom applications, Self Service Portal/Service Catalog, Asset Management, scheduled imports and reports.
  • Writing the Catalog client scripts and UI policies to make client-side changes.
  • Experience in working in AGILE based development environment and participating in Scrum sessions.
AngularJS Asset Management Agile Methodology ITIL ITSM ITOM JavaScript Incident Management ServiceNow SOAP
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Sr. ServiceNow Consultant
Feb 2013 - Mar 2017
Sr. ServiceNow Consultant Responsibilities: * Successful large-scale ServiceNow/BMC Remedy and ITIL process end-to-end implementations of
ITIL ServiceNow
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ServiceNow ITOM Consultant
Information Technology
Jan 2010 - Jan 2013
ITSM, SLM, Knowledge Management, Problem Management, Release Management, CMDB (Configuration Management Database), Work Order Management, ESS (Employee Self-Service), Service Portal, Orchestration, Event Management, Governance, Risk & Compliance (GRC), HR Service Management, Legal Management, Facilities Management, Demand Management, Availability Management, Chat, Connect, Visual Task Boards, virtualization, Discovery, Domain Separation, Service Request, Team Development, BladeLogic for users within the Call Center and business units. Build and design quality systems to meet complex business requirements.
  • ServiceNow Development Implementation/Administration/Configuration: UI Actions, UI Policies, Data Policies, Business Rules, Client Scripts, Script includes, choice list create user-friendly custom portals interfaces utilizing Service Portal and Content Management API, built integrations with third party applications consuming and publishing web services (Soap UI), advanced reference qualifiers, graphical workflows administering users, groups, roles delegated roles, automate workflow activities and approvals custom application development create new modules customizing forms, fields, workflows and sync between Incident, Problem, Change, CMDB and third party applications built server side scripts, configured License Management for Compliance, use Access Control List (ACL) to control security update sets domain separation design the process and dataflow across domains web technologies, integrations using web services / MID Server, create complex reports and dashboards, CreateNow, Team Development application, plug-ins, troubleshoot, debug (in-depth log file analysis), system maintenance, develop all enhancement requests. Responsible for moving customizations from sub-production environments into Production.
  • ServiceNow Analysis: liaison between Management, process owners, business units, Customers to gather User Requirements, Functional Requirements, Business Requirements and System Requirements to build quality systems. Excellent understanding of the ServiceNow architecture and business processes. Recommend technical architecture, service improvement, workarounds and business processes. Participate in detailed data analysis. Proactively interviewing project stakeholders to elicit functional requirements translating business requirements into technical system specifications (swim lanes), cross-functional charts using Visio managing and communicating the requirements throughout the project life cycle. Analyzes software requirements to determine design within time and cost constraints. Conduct ServiceNow workshops and create presentations to demonstrate the team. Educate stakeholders to ensure complete understanding of the new implementation.
  • Full Software Development Life-cycle (SDLC) including: Concept, Project Scope (MS Project), Requirements Analysis Design & Documentation (RADD), Testing (application code and user acceptance) with quality testing tools, Deployment, in-class Training for users/administrators, and maintenance support. Experience in development using Agile Scrum Methodology: JIRA. Create themes, stories, epics, and scrum tasks.
  • Development of Service Request Management/Service Catalog application includes: develop service requests, approvals, tasks, agent assignment through the Service Catalog, request forms, and inbound email actions. Build workflow in Service Catalog. Design and automate Service Catalog portal for ITSM/CMDB. Configure Request Management to integrate with third-party applications (web services/WSDL), ITSM applications, Purchasing and Receiving. Configure forms associated with the service request application, and event commands, service request query exclusions. Create templates.
  • Development of Incident Management application includes: administering and developing the Incident Management application customizations, templates, record producer, incident with inbound email actions, defining assignment rules for incidents, relating incidents, authoring, business rules, escalations, ITIL Best Practice Resolution Workflow, incident priority and weight, administration, and customizations. Integrate Incident Management with Problem Management and other Service Management solutions (change, asset, service level, service request). Improve first call resolution, mean-time-to-repair (MTTR), and reoccurring incidents using Problem Management. Creating/administering workflow contexts. ServiceNow ITOM Consultant Responsibilities:
  • Wide range of implementation experience with many global clients in the ServiceNow suite development including SOAP/REST integration, Discovery, Service Catalogs, Business Rules, Update sets, Workflow.
  • Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
  • Engage process owners and business stakeholders to translate business requirements into feasible functional requirements.
  • Work with application owners to update workflow tasks and approvals for automated processes.
  • Configure and implement ServiceNow solutions using scripting as well as leveraging all appropriate components offered by Service-Now to meet specific business needs.
  • Building ServiceNow from scratch and developing forms as per clients need.
  • Creating catalog items and creating record producers in service catalog.
  • Working on different modules like incident, problem, change.
  • Working experience on ServiceNow Discovery module.
  • Loading CI's into ServiceNow using discovery.
  • Experience in configuration of Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.
  • Performed unit testing and integration testing if needed for the team.
  • Integrating LDAP and done different integration.
  • Experience in integrating ServiceNow with different tools.
  • Worked on CMDB from the basics.
  • Worked on the t
Data Analysis Application Development Agile Methodology ITIL ITOM ITSM Continuous Integration Database Maintenance Integration Testing ServiceNow REST Virtualization WebServices
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ServiceNow/Remedy Developer
Information Technology
Sep 2007 - Jan 2010
ServiceNow/Remedy Developer Responsibilities:
  • Performed configurations and customizations of ServiceNow applications like Service Catalog Involved in working and developing of ServiceNow plugins and customizations.
  • Worked on Glide Ajax and Glide Records for scripting and UI actions.
  • Maintained and administered the implemented instance of ServiceNow and performed tasks such as Configuring Users, company, site, location and other existing fields, Support Groups, assignment rules, categorizations, CI data, SLA etc.
  • Created and Tracked support cases with ServiceNow. Created a lot of client's scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with JQuery and Prototype.
  • Worked across IT and other Operations Divisions to design, develop, and implement ServiceNow solutions consistent with customer requirements.
  • Contributed to the architecture and technical aspects of the ServiceNow implementation and operation project, independently making project related decisions, provides project status reports to project sponsor.
  • Involved in configuring and maintaining BMC Remedy Foundation Data.
  • Performed integrations and process automation using ServiceNow Orchestration.
AJAX BMC Remedy Continuous Integration jQuery ServiceNow ServiceNow Orchestration UI
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Edit Skills
Non-cloudteam Skill
Education
Penn Foster College 2009
Certifications
Certified ServiceNow Admin
Customer Service Management CSM
Case Application in Customer Service Module CSM in ServiceNow
Skills
ServiceNow
2020
12
ITIL
2019
8
Continuous Integration
2019
5
Agile Methodology
2018
4
ITOM
2018
4
ITSM
2019
4
Application Development
2013
3
Data Analysis
2013
3
Database Maintenance
2013
3
Integration Testing
2013
3
REST
2019
3
Virtualization
2013
3
WebServices
2013
3
AJAX
2010
2
Asset Management
2020
2
BMC Remedy
2010
2
JavaScript
2020
2
jQuery
2010
2
ServiceNow Orchestration
2019
2
UI
2010
2
AngularJS
2018
1
Incident Management
2018
1
ITAM
2020
1
Java
2020
1
Servicenow Admin
2020
1
SOAP
2019
1
Bootstrap
0
1
Change Management
2019
1
Configuration Management
2019
1
Continuous Improvement
2019
1
CSS
2019
1
HTML
2019
1
PowerShell
0
1
Servicenow Developer
2019
1
ServiceNow ITSM
2019
1
SolarWinds
2019
1
Training
0
1