Summary
Highly experienced and certified ServiceNow Engineer with a proven track record of developing complex, custom applications to optimize business processes. Over 12 years of ServiceNow experience with a strong focus on elegant, maintainable pro-code software development. Effective team leadership and mentoring abilities. Holds a B.S. in Information Technology along with Certified Application Developer, Certified System Administrator, Certified Scrum Master, and ITIL Foundation certifications.
Skills
- Pro-code custom ServiceNow application development
- JavaScript (ES12+), HTML, CSS, JSON, XML, regular expressions
- ServiceNow APIs: GlideQuery, GlideRecord, GlideAggregate, GlideAjax, GlideDateTime, GlideSchedule, GlideDuration, GlideSystem, etc.
- Service Portal: AngularJS, Bootstrap, SASS, custom widgets and pages
- Custom integrations with REST and GraphQL (RestMessageV2, Table API, Scripted REST APIs, GraphQL Queries, GraphQL APIs)
- Business Rules, Client Scripts, UI Actions, UI Policies, Script Includes, Script Actions, Scheduled Jobs, Notifications, Inbound Actions
- Flow Designer, custom Flow Actions, IntegrationHub, Decision Builder, Process Automation Designer, Legacy Workflow, Legacy Activity Designer
- Tables, Dictionary Entries, Form Layouts, List Layouts, Related Lists, Relationships, Database Views, Access Controls, Transform Maps
- Legacy Content Management: Jelly, UI Macros, UI Pages
- Coaching, mentoring, and training engineers at all skill levels
- Agile Scrum, experience in Scrum Master and Product Owner roles
Experience
Senior ServiceNow Engineer
MX Technologies
Oct 2024 – Present
- Led a successful zBoot of the production ServiceNow instance, including bulk export/import of millions of records to ensure business continuity. Eliminated technical debt and brought the company up-to-date on the latest out-of-the-box security standards and best practices.
- Architected and engineered a comprehensive identity and access management catalog through integration with Okta, providing enterprise-wide visibility into applications, roles, entitlements, license assignments, and user access. Enabled employees and managers to self-serve access discovery while increasing transparency and accountability across departments.
- Re-imagined and developed a new enterprise access request process replacing free-form manual requests with structured role-based and entitlement-based workflows with automated provisioning and approval routing. Eliminated fulfillment ambiguity and directly resulted in a 90%+ reduction in mean time to resolve across all IT tickets.
- Designed and developed a ground-up replacement for Anonymous Reporting Center following the organization’s transition away from HR Service Delivery, enabling captcha-secured anonymous ethics reporting and secure anonymous follow-up communication while preserving reporter confidentiality.
- Created a custom Facilities feedback platform within ServiceNow to capture and aggregate employee sentiment regarding catered meals, coffee service, and workplace amenities, enabling data-driven vendor decisions while avoiding the cost and complexity of a third-party solution.
- Implemented several integrations between ServiceNow and other systems, including Slack, Okta, Workday, Salesforce, Workato, Drata, and Netskope.
- Implemented Employee Center, Workplace Services Case Management, Workplace Services Location Directory (Indoor Mapping and Space Mapping), Workplace Services Visitor Kiosk, Workplace Services Reservations. Supported IT Service Management, HR Service Delivery, Workplace Service Delivery.
Lead Software Engineer
Progressive Leasing
Apr 2024 – Oct 2024
- Primary ServiceNow developer on a high-profile OKR to decrease time to underwrite and onboard new retailer partners. ServiceNow integrations and automations contributed to an 83% reduction in turnaround times.
- Re-architected and re-implemented a Scripted REST API consumed by Workday to push data into ServiceNow regarding employee hires, terminations, and leaves of absence.
- Implemented a CSAT survey and a reporting dashboard to monitor quality of Service Desk after globalization initiative. Survey results are flattened to a custom table for easier reporting and data manipulation.
- Updated the script I wrote during my previous tenure to find users hardcoded into legacy workflows. The script can now quickly locate and identify users hardcoded into Flow Designer Flows.
- Implemented Microsoft Teams Graph Spoke. Supported IT Service Management, Discovery, Service Mapping, and Event Management.
Senior ServiceNow Engineer
Academy Mortgage
Aug 2022 – Jun 2024
- Strategically re-hired to lead and develop a new team, focusing on optimizing performance and deliverables. Successfully guided the team, comprising myself and two junior developers new to ServiceNow, to exceed the productivity and efficiency benchmarks set by the predecessor team in the first three months.
- Led the re-architecture and development of Pricing Exceptions 2.0 (originally developed during my previous tenure) to make the bi-directional integration more resilient and robust and to align with updated business process. New rules engine accommodates wide variety of current and future use cases.
- Developed new app to streamline decision-making on marketing materials ensuring regulatory and brand compliance. Includes feature to generate flattened reports from normalized tables for easier auditing.
- Developed app to ingest daily rates and enable loan officers to request rate locks on loans, featuring a custom Service Portal widget to display rates in a Catalog Item as well as a custom REST integration to retrieve borrower SSNs from data warehouse as needed, avoiding permanent storage of sensitive data in the ServiceNow instance.
- Implemented a dynamic ticket transfer system, automating seamless transfer of ticket details between task types according to assignment groups, governed by a custom-built rules engine facilitating both low-code/no-code configurations and scripting capabilities as required.
- Engineered a system to track website login entitlements, access, and usage.
- Implemented several integrations between ServiceNow and other systems, including Mulesoft, Microsoft Teams, InContact, Velocify, and Wiz.
- Developed a curriculum for teaching JavaScript to people with no prior coding experience. Taught the course to 19 students across two cohorts.
- Implemented Service Operations Workspace, Employee Center, and Risk Management. Supported IT Service Management, Vulnerability Response.
Lead Tech Services Engineer
Progressive Leasing
Nov 2019 – Aug 2022
- Collaborated on development of custom Service Portal intranet to replace SharePoint. Implemented HTML and CSS based on design mockups.
- Designed and personally developed custom integration for provisioning, de-provisioning, and managing channel membership of users in Slack messaging service.
- Aided with planning and engineering of custom application to track IT software and hardware entitlements, approvals, and access during employee lifecycle through onboarding, job changes, and offboarding.
- Assisted with design and creation of custom application to track procurement process including vendor risk assessment in the case of new vendors.
- Advised on architecture of custom Catalog Item that automates creation of access request Catalog Items based on requested criteria.
- Developed a script to identify users hardcoded into workflows. Aided with transitions as employees involved in key decisions were replaced with new employees, and ultimately led to the clean-up of technical debt as we replaced the hardcoded names with more dynamic ways of identifying correct assignees/approvers.
- Collaborated on design of system to reclaim unused ServiceNow licenses.
- Developed a policy for managing scoped apps properly utilizing code repository and ServiceNow application repository.
- Developed a policy for instance clones including a semi-automated process for backing up in-progress update sets and scoped apps.
- Developed policy and custom application for tracking software development metrics, as well as policy and custom application for conducting code reviews.
- Implemented HR Service Delivery, Software Asset Management Pro, and Virtual Agent. Supported IT Service Management, Discovery, Service Mapping, and Event Management.
Senior Software Engineer
Academy Mortgage
Mar 2015 – Nov 2019
- Developed Stip Pro application with custom Service Portal interface for managing investor stipulations on secondary market loan portfolios. Significantly boosted Post Closing department efficiency, enabling a 50% staff reduction.
- Developed Pricing Exceptions approvals app (including bi-directional integration with loan origination system) for mitigation of revenue loss.
- Assisted with architecture and development of a custom app to facilitate borrower verifications (of employment, of income, etc.) during the loan origination process.
- Engineered custom Service Portal for company Processes and Procedures knowledge base contributed to and utilized by Loan Officers, Processors, Underwriters, and Closers, as well as Post Closing departments.
- Assisted with architecture and development of a ticket auto-assignment system which can assign tickets to sub-groups by simple round robin or keeping workloads even.
- Developed policy and custom application for conducting code reviews.
- Supported IT Service Management.
ServiceNow Administrator
Western Governors Univ.
May 2012 – Mar 2015
- Collaborated with Salesforce administration team on bi-directional integration with Salesforce CRM.
- Implemented IT Service Management.
Education
B.S. in Information Technology
Western Governors Univ.
Certifications
Certified Application Developer
ServiceNow
Certified System Administrator
ServiceNow
Certified Scrum Master
Scrum Alliance
ITIL Foundation
PeopleCert
Volunteer experience
Delegate
World Cube Association
Jul 2024 – Present
- Represent the world organization by overseeing competitions, ensuring compliance with regulations and integrity of results.
Board Member
Utah Cubing Association
Dec 2025 – Present
- Help cultivate a safe, welcoming, and thriving community through organization of local and regional competitions, stewardship of online community spaces (website and social media), and initiatives designed to increase participation, engagement, and accessibility.