• ServiceNow Certified Systems Administrator (Vancouver Delta).• ServiceNow Certified Application Developer (Vancouver Delta).• ServiceNow Flow Designer MicroCertification.• ServiceNow CMDB Health MicroCertification.• ServiceNow Service Portal MicroCertification.• ITILv4 Certified.• Act as administrator and developer for numerous customer accounts.• Develop various ITSM applications on the ServiceNow platform from business requirements, stories and technical documentation.• Assist with ITSM implementation and configuration of numerous ServiceNow modules and applications. Advise customers on best practice in use of the platform.• Provide troubleshooting of customer applications and provide concise communications on status.• Collaborate with business process consultants and architects to develop stories, documentation, test plans.• Provide assistance in all phases of development, unit testing, UAT and implementation. • Meet with customers and CDI management to regularly to report project status.

• Assist customers with Perspectium installation, maintenance and upgrades on their ServiceNow platforms. • Conduct onboarding activities with clients to include platform assessments and requirements gathering. Modify ServiceNow configurations as needed.• Create integrations for various ITSM activities in ServiceNow.• Troubleshoot customer implementation issues as needed. • Collaborate with internal support and management areas to resolve customer issues. • Conduct regular status meetings with customers, track project status.• Develop internal and customer documentation. Develop best practice guidelines• Utilize JavaScript, XML, Linux, database skills and others as needed to ensure successful implementations. • Assist with the development, testing and support of new product features to integrate with AWS S3, Azure, Snowflake platforms• Act as trainer for new engineer hires.

• Previous ITIL and ServiceNow administrator certifications.• Use Agile, Kanban methodologies to maintain work requests and track development efforts. • Provide product administration and development support across the enterprise, including change management oversight.• Responsible for management communications for ServiceNow releases, patches and maintenance. • Responsible for various aspects of user administration, design, developmentand platform maintenance for all ITSM areas including Reporting and CMDB/Discovery. • Use ServiceNow HI portal to log and coordinate resolution of incidents, patching activity and upgrades. • Direct organization efforts for Performance Analytics implementation, coordinate Quick Start effort. • Receive ServiceNow training for System Administration, Performance Analytics, Scripting, Application Development. • Responsible for all phases of Perspectium product installation, partner onboarding and maintenance. • Design, build and maintain SQL Server databases to support reporting.• Conduct proof of concept testing and onboarding for Perspectium and Numerify vendors. Direct and oversee numerous Perspectium incident and database integrations with multiple affiliates. • Participant and attendee at numerous ServiceNow events and user groups (Knowledge, NowForum, SNUGs).

• Application Technical Specialist for Enterprise Claim Repository, Claim Book of Record and HMO Medicare Advantage and traditional claims systems.• Extensive programming experience in COBOL, CICS, JCL, VSAM, MQ series, DB2, DB2 stored procedures, service-oriented architecture, web services, big data.• Experienced in large database systems design, high volume systems and performance optimization.• Interpret detailed requirements and perform systems analysis. Produce application and component level specification documents, test strategies and test plans. • Implement projects, participating in all phases of SDLC methodology.• Extensive training for all aspects of Agile and Waterfall methodologies. • Implementation coordinator for numerous, highly complex multi-platform software installs. This included all planning, execution and post install support.• Interact with user community, business, architects, testing staff and external vendors to design and implement system changes of all sizes.• Provide project manpower estimates, work breakdown structures and time allocations.• Oversee onshore, offshore and mixed project teams and testers.• Report project status to project managers and administrative management. • Subject matter expert for Aetna Payment Estimator system. • Provide 24x7 on-call support on a rotating basis.• Two-time recipient of Aetna Way Silver Excellence Award.