Brian Dowden Email and Phone Number
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Brian Dowden personal email
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Experienced ServiceNow Consultant/Administrator/Developer with 5 years of practical experience in implementation, development, solutions architecture, consulting, and administration of ITSM Suite, CSM Suite, Service Portal, B2B & B2C Customer Portals (UI & UX), ServiceNow Integrations, and Customer Application design. 2 years of practical experience in widget architecture and development, 8 total years of ServiceNow platform administration and development, 12 years of practical experience with implementing, architecture and administration in Asset Management, Procurement and CMDB modeling. Over 20 years of working experience with ITIL and Customer Experience. Strong sales professional with a bachelor’s degree focused in Information Systems from Robert Morris University.
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Senior Software Engineer (Servicenow)Giant Eagle, Inc. Nov 2020 - PresentCranberry Township, Pennsylvania, Us
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Sr. Servicenow DeveloperEngine Jun 2020 - Nov 2020Pittsburgh, Pa, UsServiceNow Developer/Administrator for Giant Eagle, Inc. -ITSM Implementation + Major Incident Management-Service Portal Implementation-CMDB Implementation-NOW Platform Implementation-Service Catalog Process Design and Implementation-Field Service Management Implementation-Hardware/Software Asset Management Implementation-ITOM Discovery and Service Mapping (270k CI's)-Product Catalog Implementation-Integrating ServiceNow with Microsoft Identity Management (MIM) (via REST), Buyer Quest (Procure 2 Pay), and PeopleSoft Financials-Azure User/Group Provisioning and SSO ImplementationServiceNow Technical Consulting (Platform architecture, ITSM Product Suite, Integrations, FSM, Asset Management, Business Continuity Management (BCM as part of the Integrated Risk Management Suite (formerly GRC). -
Solutions Consultant IiDdi | Development Dimensions International Nov 2019 - Jun 2020Bridgeville, Pa, UsLead ServiceNow Developer/AdministratorCSM ImplementationCSP & CSM Portal Implementation, design and developmentCase Management ImplementationEscalation Management ImplementationService Portal Implementation, design and developmentWeb Service development with Azure ESB Client Hierarchy Data using O-Auth.LDAP/AD transition to cloud integration for internal user accounts.Development and process documentationProcess enhancement for Case, Escalation and Problem Management to SN best practices/ITIL Standards in preparation for ISOProcess design, development and training of Task Outage with custom RFO (Reason for Outage) application implementation.SC embedded widget design and development for UX.Lead Service Catalog exploritory team to increase UX, provide consistancy, reduce on going maintenance, reduce development time, and created development standards. -
Solutions Consultant IDdi | Development Dimensions International Nov 2016 - Nov 2019Bridgeville, Pa, UsServiceNow Administrator & DeveloperNOW Platform and ITSM AdministrationUser AdministrationRole ManagementSystem Security AdministrationITSM DevelopmentService Catalog Development, best practices, and standardized process developmentReport AdministrationREST API ReportingServiceNow Platform and Application Consulting for project and new technology teams
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Technician Iii (Project & Process Analyst)Fedex Services Aug 2014 - Jun 2016Led key projects, including incident management portion of the enterprise wide implementation of ServiceNow for the FedEx Ground op-co.Served as the department technical lead for ServiceNow knowledge base and self-service. Responsible for creating, researching and maintaining FedEx Ground and Freight knowledge base.Designed and implemented new printer process that saved FedEx Ground 200k per year while reducing customer wait times.Served as part of the project team that were responsible for creating and executing test plans for an upgrade to Service Manager.
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Technician IiiFedex Services Aug 2013 - Aug 2014Assisted project leads to complete Smart Post relocation and ADHOC projects on time and without incident.Worked with Smart Post hub managers and FedEx Services Procurement groups to ensure FedEx Smart Post assets were accounted for, functioning properly and maintained according to Information Security standards.Responsible for updating and creating configuration and process documentation to train vendors.Led the Windows 7 upgrade project for all of FedEx Smart Post which was completed prior to MS XP end of life date.
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Legal I.T. SupportFedex Services Aug 2009 - Aug 2013Understanding and experienced with FedEx Information Security policies and procedures Configuration and deployment of FedEx assets to corporate business areasProvided direct I.T. support to the FedEx Ground Legal department Assisted in the research, deployment, and documentation of Legal applications: West LiveNote, CaseMap 8 & 9, and Trial Director 6, participated in project teamsExtremely strong customer service skills, built strong business relationships with all support areas
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Executive I.T. Support / Legal I.T. SupportFedex Ground May 2006 - Aug 2009Provided white glove I.T support to FedEx Ground Sr. Vice Presidents, Divisional Vice Presidents, Legal, Contractor Relations, Finance Vice Presidents and their AssistantsStrong problems solving skills used to minimize down time to meet and exceed expectations Traveled to Executive homes to diagnose onsite remote access issues, pertaining to VPN, Citrix, and 3rd Party Internet providersSetup Officer/Director Meetings, Executive Level FY Kickoffs, and weekly business meetings
Brian Dowden Skills
Brian Dowden Education Details
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Robert Morris UniversityInformation Systems -
Pittsburgh Technical CollegeInformation Technology
Frequently Asked Questions about Brian Dowden
What company does Brian Dowden work for?
Brian Dowden works for Giant Eagle, Inc.
What is Brian Dowden's role at the current company?
Brian Dowden's current role is Senior Software Engineer (ServiceNow) at Giant Eagle, Inc..
What is Brian Dowden's email address?
Brian Dowden's email address is br****@****gle.com
What is Brian Dowden's direct phone number?
Brian Dowden's direct phone number is +141277*****
What schools did Brian Dowden attend?
Brian Dowden attended Robert Morris University, Pittsburgh Technical College.
What skills is Brian Dowden known for?
Brian Dowden has skills like Servicenow Administration, Technical Documentation, Microsoft Project, Servicenow Development, Html Scripting, Microsoft Visio, Uat Coordination, Project Coordination, Javascript, Business Process Improvement, Process Management, Facilitation.
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