Servicenow Developer Admin Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

IT Service professional with nine years of experience leading cross-functional teams in designing, developing, deploying, and maintaining ITSM tools and other supporting applications.


ITSM Implementation utilizing ITIL v3

ServiceNow Development and Administration

Project Management

Process Design and Improvement

Management, Training, and Mentorship

Customer Service and Communication

System development utilizing

  • Visual Studio .NET
  • MS SQL Server
  • SQL Integration Services
  • SQL Reporting Services
  • HTML, AJAX, JavaScript
2013 to Current ServiceNow Developer/Admin Horizontal | Saint Paul, MN,
  • Subject Matter Expert on BBY Retail IT Operations for the ServiceNow teams
  • Primary focal for defects, enhancement requests, and issues for Incident and Knowledge capabilities reported by the Service Desk, Retail, and Deployment teams
  • Principal developer for fixes and enhancements to the Incident capability within ServiceNow
  • Subject Matter Expert on IBM OCPM and Lexmark integrations into ServiceNow
  • Built integrations between existing Retail toolsets and ServiceNow to drive efficiency for the Service Desk, Retail, and Deployment teams

05/2011 to Current Lead Engineer - L3 Retail Engineering IBM/Best Buy Co. Inc | City, STATE,
  • Oversee a team of developers designing, building, and maintaining toolsets used by the IT organization and business teams to monitor, troubleshoot, and report on the health of retail infrastructure at BBY
  • Manage development projects utilizing a service based approach including working with stakeholders to gather requirements, providing estimates, designing solutions, gaining concurrence, providing work direction, and obtaining sign-off all while maintaining communication and transparency with all interested parties
  • Drive out costs for IBM and BBY by assisting in design and development of tools and processes to increase efficiency and reliability of Retail and Deployment teams
  • Escalation point for L2 and L3 Retail teams
  • Subject Matter Expert on many BBY Retail systems including servers, workstations, kiosks, registers, and mobile data transfer devices
05/2005 to 05/2011 Operations Manager - Deployment Operations Center IBM/Best Buy Co. Inc | City, STATE,
  • Oversee up to 50 analysts and team leads engaged in providing expert technical support for multiple high value projects within the Best Buy Enterprise worldwide
  • Troubleshoot issues involving: LANs, VLANs, 802.11a/b/g, DHCP, DNS, Active Directory, Ghost Images, WIMs, scripted installs, drivers, etc.
  • Handle internal HR activities such as interviewing, hiring, performing reviews of analysts and team leads, maintaining schedules and provide training and constructive feedback to analysts regarding performance and areas of improvement
  • Interface with Project Managers within the organization to maximize the value of the services provided by the department
  • Monitor incoming and outgoing calls to ensure QA guidelines are met
Expected in 2003 Associate of Science | Computer Networking Technology NEI College of Technology, Columbia Heights, MN GPA:

Coursework in Data Networks, Operating Systems, Active Directory, and Information Security

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Resume Overview

School Attended
  • NEI College of Technology
Job Titles Held:
  • ServiceNow Developer/Admin
  • Lead Engineer - L3 Retail Engineering
  • Operations Manager - Deployment Operations Center
  • Associate of Science

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