Management and oversight of the development of ServiceNow

Manage the ServiceNow development team in the development and maintenance of the ServiceNow platform. Architect and develop scalable solutions for the Customer Service Management, IT Service Management, and IT Operations Management modules. Run Scrum process to plan and deliver solutions in agile manner. Create ServiceNow developer job levels and create career path plans for employees. Work with team to develop skills and enhance capabilities.

ServiceNow CMDB and Discovery Development, Maintenance, and Administration , Platform Administration and Development.

Develop Eagle Investment's ServiceNow implementation, Design, build, and continually improve process workflows for follow the sun IT and Global Customer Support, Collaborate with stake holders, design and implement Incident, Problem, Change, Case Management, Service Catalog, Asset, CMDB, SDLC, Project, and custom modules. Design and implement SLA for critical internal and customer facing processes, Javascript coding, performance monitoring, Administrative maintenance of one production and 4 non production instances.

SME for ServiceNow discovery and CMDB maintenance, Customize forms and fields for support teams, Design software and hardware lifecycle process for compliance and financial teams, assure CMDB accuracy as single source of record, Troubleshoot discovery issues for Windows, Linux, Network Gear and VM infrastructure, Maintain service accounts and credentials complying to complexity and enforcement standards.

Manage 5-7 employees in day to day IT support operations for fast paced 1000+ employee financial services companyCoordinate, oversee, and provide tier 1, 2, and 3 support and systems administration for Production and Development environments, WAN\LAN infrastructure, local users, and remote users in satellite offices including Europe, Canada, the Middle East, and AsiaAssure high level of customer service and timely issue resolutionPlan and deliver projects on time and on budgetManage vendor relationships and negotiate contractsMaintain, redesign, and troubleshoot Active Directory infrastructureDesign, customize, and maintain proprietary IT support ticketing application Create individual employee professional development plans and tracking system, leveraging existing technologies in the infrastructureOversee cross training of inter-departmental and offshore employees and contractors assuring bench strength on all mission critical systems and products Research, aquire, and implement IT hardware and software solutions with emphasis on TCOManage deployment and maintenance of Enterprise Servers, PCs, and Laptops Coordinate implementation of training facilities

Maintained Wan\Lan infrastructure; ensured connectivity to satellite offices; administered and configured routers and switches, in Windows 2003 environmentAdministrated, troubleshot and maintained Windows 2003 Active Directory InfrastructureAdministrated Lotus Domino e-mail and databases; created and administered users, monitored mail flow, created and maintained databasesAdministrated SQL servers; supported Microsoft Great Plains and proprietary Rainbow fundraising systemMaintained and upgraded HP and IBM RAID servers hardware and OSWrote policies and procedures for installation and maintenance of softwareImplemented and executed network back up strategy; Monitored network performance and analyzed network trafficSetup and maintained IBM and Dell desktops and hardwareImplemented and maintained ECRM browser based software for electronic pledging campaignResearched and recommended vendors participate in negotiation of service contracts