Adam

ServiceNow Technical Product Owner

FedEx

Jul 2022 – Present

• Lead the design of scalable ServiceNow solutions aligned with company's requirements and platform capabilities • Define short term and long term roadmaps from 1 month to 3 month to 1 year milestones and objectives to Directors and higher management employees • Customize out of the box ServiceNow products such as ITSM forms and processes, Employee Experience, Workspace Operations, Catalogs; created user stories and worked with development team consisting of 3 developers; refined backlog stories and completed milestones in agile sprint environment; performed deep UAT testing for each story • Implemented ServiceNow Predictive Intelligence with cloning instances, configuration of solution definition, training, and bulk testing of 40-50 items; used various frameworks such as classification, similarity and cluster framework • Served as trusted advisor on capabilities, customization, and integration best practices for ITOM, ITSM, Service Portal, Employee Experience, Workspace Operations • Mentored and led ServiceNow team to provide maximum value from ServiceNow Product • Designed and Architected CSDM framework for entire corporation mapping Business Capabilities, Business Services, and Service Offering to Business Applications, Application Services and technical services • Led design and implementation of ServiceNow ITOM deploying multiple ServiceNow Mid Server in AWS cloud in various locations for fault tolerant architecture; included hardware readiness, MID Server installation, configuration, and connectivity testing • Implemented ServiceNow Discovery with Mid Server on AWS Cloud to capture CI such as servers, databases, applications into CMDB; tested and implemented scheduled discovery from Scanning, Classification, Identification and Exploration • Implemented ServiceNow Service Mapping (Top-Down Discovery) with MID Server including single and multiple mapping of applications and SME reviews • Implemented and Customized ServiceNow ITSM for more than 25 product teams; migrated legacy software (Pulse) to ServiceNow ITSM for Incident and Change management; gathered requirements and trained users on Incident, Change, Problem, and Knowledge Management • Designed all process flows related to Incident, Change, Problem and Knowledge management • Implemented Incident Management for 25 product teams with over 20,000 end users (internal and external); gathered business requirements and designed configuration; managed ongoing changes and fixes • Implemented Problem Management lifecycle through detection, investigation, and resolution phases; identified and assigned problem management roles; customized page layout, categorization and prioritization • Implemented Change Management by understanding legacy systems, gathering requirements, integrating with ServiceNow, and creating universal process flows; customized 3 types of changes (Normal, Urgent, Emergency); configured state models and transitions; implemented CAB in ServiceNow with Microsoft Teams integration • Designed Knowledge Management governance plan including roles, responsibilities, workflows and metrics; implemented knowledge bases, categories and articles in ServiceNow portal and Employee Experience • Designed and implemented Application Access Requests with Okta SSO for various applications • Created different types of catalogs on Employee Experience including Incident Request, General Service Request, Application Access Request, and Technical Service Request • Designed and implemented ServiceNow integration with PagerDuty for Significant Incident Management and On-Call Rotation to automatically trigger PagerDuty incidents • Setup and customized Workspace Operations based on internal team requirements for critical tasks • Implemented Virtual Agent with Microsoft Teams to approve changes, provide incident/request updates, and answer general questions

Sr ServiceNow Analyst

General Motors (GM)

Jan 2021 – Jun 2022

• Implemented, Managed and On-boarded more than 8 SAP ERP applications onto ServiceNow consisting of over 10,000 end users including SAP ERP applications such as S4/Hana Fico and Fica, SAP Brim modules and applications • Implemented ServiceNow integration with Tenable 3rd party vulnerability tool; designed process and architecture of integration; automated triage team involvement in matching vulnerabilities with CI in CMDB and correct assignment groups • Implemented ServiceNow and Jira integration by creating connections between instances, using Flow Designer to send JSON payload via REST API to create issues, and storing information in ServiceNow • Converted Jira Projects and Jira Boards for various Product Teams to Agile Development Board in ServiceNow for incident tickets and changes • Implemented, designed and tested ITAM and HAM in ServiceNow increasing corporate visibility on asset lifecycle, contractual agreements with 3rd party vendors, and financial costs • Performed continuous development, improvement, and maintenance of existing ServiceNow modules • Created and maintained technical documentation and process flows for ServiceNow ITSM and ITOM • Provided end-user training and support for ServiceNow ITSM, Employee Experience and Workspace Operations • Created service catalogs and request forms for internal product teams using ServiceNow development tools • Implemented ServiceNow HRSD for the HR resource team including process flows, documentation, team meetings and training • Implemented and customized Employee Experience based on business requirements from product teams • Performed ServiceNow client-side scripting for browser events including form loading, form submission, and field value changes; customized forms using JavaScript for hiding/showing fields, displaying alerts, setting field values, showing popups, and validating field inputs • Troubleshot technical issues related to ServiceNow while working with product and support teams

ServiceNow Developer

Deloitte

Aug 2020 – Dec 2020

• Customized workflows, incident, change management processes and forms to fit product teams business requirements using agile development methodology • Worked in agile environment with daily scrum meetings and bi-weekly sprints on stakeholder and business use case Jira stories • Performed UAT test cases from all possible business and technical scenarios • Used App Engine Studio to create applications with custom and out-of-the-box templates • Built applications using App Engine Studio for specific task management and request management for various product teams • Used App Engine Studio to create data models, user experience elements (Catalog Item, Record Producer, Workspaces), logic and automation using decision rules and flows, and security configurations with roles and permissions • Performed continuous development, improvement, and maintenance of existing ServiceNow modules • Conducted testing, debugging, and troubleshooting activities to ensure smooth and efficient operation of ServiceNow applications