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David Brown - Lead ServiceNow Developer / ServiceNow Technical Lead

[email protected]

Location: Dallas, Texas, USA

Relocation: YES

Visa: USC

Resume file: David Brown_1779459773913.docx Please check the file(s) for viruses. Files are checked manually and then made available for download.

David Brown Lead ServiceNow Developer / ServiceNow Technical Lead [email protected] ________________________________________ PROFESSIONAL SUMMARY Lead ServiceNow Developer with 10+ years of experience designing, developing, implementing, and supporting enterprise-scale ServiceNow solutions across Banking, Healthcare, Retail, Telecom, and Technology industries. Extensive hands-on experience implementing and customizing ServiceNow ITSM, ITOM, ITAM, HRSD, GRC, CMDB, Discovery, Service Mapping, Event Management, SecOps, Vulnerability Response, HAM, SAM, PPM, and Service Portal modules. Strong expertise in designing scalable enterprise workflows, platform governance frameworks, automation strategies, and CMDB maturity initiatives using ITIL best practices. Experienced in end-to-end ServiceNow development including Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, Flow Designer, IntegrationHub, Record Producers, Catalog Items, and Scoped Applications. Hands-on expertise integrating ServiceNow with enterprise applications and cloud platforms using REST APIs, SOAP Web Services, LDAP, Azure AD, Okta, SCCM, Workday, Splunk, Dynatrace, AppDynamics, and monitoring platforms. Strong background in cloud and infrastructure operations with exposure to AWS, Azure, Kubernetes, Docker, DevOps, SRE, CI/CD pipelines, and enterprise monitoring solutions. Proven experience leading CMDB governance programs, Discovery implementations, Service Mapping initiatives, and Asset lifecycle management solutions for large-scale enterprise environments. Skilled in Service Portal development using AngularJS, JavaScript, HTML5, CSS3, Bootstrap, Jelly scripting, and widget customization for enterprise self-service solutions. Expertise in implementing enterprise monitoring and observability integrations including Splunk, Dynatrace, New Relic, AppDynamics, SolarWinds, ELK Stack, and PagerDuty. Experienced in Agile/Scrum methodologies, SDLC lifecycle management, release management, sprint planning, and DevOps collaboration. Strong understanding of Governance, Risk & Compliance (GRC), security operations, vulnerability management, FedRAMP, NIST, SOC2, and audit compliance processes. Proven ability to lead onshore/offshore development teams, mentor junior developers, conduct code reviews, and collaborate with business stakeholders and executive leadership. ________________________________________ TECHNICAL SKILLS Category Skills & Tools ServiceNow Modules ITSM, ITOM, ITAM, HAM, SAM, HRSD, GRC, CMDB, Discovery, Service Mapping, Event Management, Orchestration, SecOps, Vulnerability Response, PPM, APM, Knowledge Management, Change Management, Incident Management, Problem Management, Request Management, Service Catalog ServiceNow Development Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, ACLs, Flow Designer, Workflow Editor, IntegrationHub, Record Producers, Catalog Items, Update Sets, Scoped Applications, Notifications, Email Scripts, Service Portal, Widgets Programming Languages JavaScript, GlideScript, AngularJS, Jelly Script, HTML5, CSS3, AJAX, XML, JSON, SQL, Python, PowerShell, Shell Scripting Integration Technologies REST APIs, SOAP Web Services, LDAP, SSO, SAML 2.0, OAuth 2.0, Azure AD, Okta, SCCM, JDBC, MID Servers, IntegrationHub, Webhooks Cloud Platforms AWS, Microsoft Azure, Google Cloud Platform (GCP) DevOps Tools Jenkins, Git, GitHub, GitLab, Azure DevOps, CI/CD Pipelines, Chef, Puppet, Ansible Containerization Docker, Kubernetes, AKS Monitoring Tools Splunk, Dynatrace, AppDynamics, New Relic, SolarWinds, ELK Stack, Nagios, PagerDuty Databases SQL Server, Oracle, MySQL, PostgreSQL Security & Compliance GRC, SecOps, Vulnerability Management, NIST, SOC2, FedRAMP, ISO 27001, OWASP Methodologies Agile, Scrum, Waterfall, SDLC, ITIL V3/V4, DevOps, SRE Reporting Tools Performance Analytics, Power BI, Crystal Reports, ServiceNow Reporting Operating Systems Windows, Linux, UNIX Tools Eclipse, Visual Studio Code, Postman, JIRA, Confluence, Remedy, HP Service Manager ________________________________________ CERTIFICATIONS ServiceNow Certified System Administrator (CSA) ServiceNow Certified Application Developer (CAD) ServiceNow Certified Implementation Specialist Customer Service Management (CIS-CSM) Associate Developer (ODC) PROFESSIONAL EXPERIENCE JP Morgan Chase Lead ServiceNow Consultant / Technical Lead 2023 Present Leading enterprise-wide ServiceNow transformation initiatives focused on modernizing IT operations, improving CMDB maturity, and implementing scalable governance processes across banking infrastructure environments. Architected and implemented enterprise ServiceNow ITOM solutions including Discovery, Service Mapping, and Event Management to improve operational visibility across hybrid cloud infrastructure. Designed and optimized CMDB governance frameworks by implementing reconciliation rules, identification rules, data certification policies, and CMDB health dashboards. Developed advanced Discovery schedules and custom patterns to identify servers, applications, databases, and cloud resources across AWS and Azure environments. Led Service Mapping implementations for critical banking applications and integrated application dependency maps with operational support teams. Built enterprise-grade Service Portal solutions with custom widgets, AngularJS components, responsive layouts, and role-based access for internal support teams. Implemented automated onboarding workflows using Flow Designer and IntegrationHub to streamline user provisioning and approval processes. Developed multiple custom scoped applications for internal banking operations, compliance tracking, and enterprise audit management. Integrated ServiceNow with Splunk, Dynatrace, and AppDynamics to enable proactive monitoring, automated incident generation, and operational analytics. Configured Event Management connector definitions, alert correlation rules, and automated remediation workflows to reduce incident noise and improve operational response times. Implemented Vulnerability Response integrations with security scanning tools and automated remediation workflows for critical vulnerabilities. Collaborated with infrastructure and security teams to implement GRC policies, risk assessments, audit tracking, and compliance reporting aligned with banking regulations. Designed and implemented Service Catalog solutions with dynamic workflows, approval chains, SLAs, and automated notifications. Developed reusable Script Includes, Business Rules, UI Policies, and Client Scripts to standardize enterprise development practices. Configured IntegrationHub spokes and REST API integrations with third-party enterprise systems including HR, asset management, and monitoring platforms. Led migration activities from legacy ticketing platforms into ServiceNow while ensuring data integrity and minimal operational disruption. Worked closely with SRE and DevOps teams to integrate ServiceNow with CI/CD pipelines, deployment workflows, and cloud automation tools. Developed PowerShell and Python scripts for orchestration workflows and automated infrastructure provisioning activities. Managed enterprise LDAP, Azure AD, and Okta SSO integrations for secure authentication and role-based access management. Configured Performance Analytics dashboards and executive scorecards to provide visibility into SLA compliance, incident trends, and operational KPIs. Implemented SecOps workflows for incident triaging, threat intelligence integration, and security operations automation. Participated in platform upgrade activities, release management, regression testing, and production deployment planning. Mentored junior developers and administrators by conducting code reviews, technical workshops, and ServiceNow development best practice sessions. Collaborated with enterprise architects and business stakeholders to define technical roadmaps and long-term platform strategies. Configured HAM and SAM modules for software entitlement tracking, hardware lifecycle management, and asset compliance reporting. Integrated PagerDuty with ServiceNow Incident Management to improve major incident response and escalation management. Automated employee onboarding and offboarding processes through HRSD workflows integrated with enterprise HR systems. Enhanced Change Management workflows by implementing automated risk calculations, CAB approvals, and change conflict detection. Implemented custom SLA workflows and escalation mechanisms to improve service delivery and operational efficiency. Supported audit and compliance initiatives by generating GRC reports, policy compliance dashboards, and security control evidence. Collaborated with cloud engineering teams to support Kubernetes and containerized application environments integrated with ServiceNow monitoring solutions. Developed custom reports and dashboards for operational leadership using Performance Analytics and reporting modules. Worked extensively in Agile/Scrum environments participating in sprint planning, backlog grooming, stand-ups, and release management activities. Environment: ServiceNow ITSM, ITOM, CMDB, Discovery, Service Mapping, Event Management, HAM, SAM, HRSD, GRC, SecOps, Vulnerability Response, Flow Designer, IntegrationHub, JavaScript, AngularJS, REST APIs, SOAP, Splunk, Dynatrace, AppDynamics, New Relic, AWS, Azure, Jenkins, GitLab, Kubernetes, Docker, PagerDuty, Azure DevOps, LDAP, SSO, Okta, Agile, ITIL V4. ________________________________________ CVS Health Lead ServiceNow Developer 2020 2023 Led enterprise ServiceNow modernization initiatives supporting healthcare operations, compliance requirements, and large-scale IT service management processes. Designed and implemented ServiceNow HRSD solutions including HR Case Management, Knowledge Management, Employee Service Center, and Enterprise Onboarding workflows. Configured ITAM, HAM, and SAM modules to manage software licensing, hardware lifecycle tracking, procurement workflows, and asset compliance reporting. Built automated workflows using Flow Designer and IntegrationHub to streamline employee onboarding, access requests, and compliance approvals. Developed custom Service Portal widgets and responsive interfaces using AngularJS, Bootstrap, HTML5, CSS3, and JavaScript. Integrated ServiceNow with Workday, Active Directory, Azure AD, and healthcare applications using REST and SOAP APIs. Implemented CMDB governance initiatives including reconciliation rules, CI lifecycle management, data quality audits, and relationship mapping. Worked extensively on Discovery schedules and Service Mapping implementations for healthcare applications and infrastructure services. Configured GRC modules for policy management, risk assessments, audit tracking, and regulatory compliance reporting. Developed advanced Business Rules, Script Includes, UI Policies, ACLs, and Client Scripts to automate operational workflows. Integrated ServiceNow with Splunk and New Relic for centralized monitoring, event management, and automated incident generation. Participated in ServiceNow platform upgrades, patch management, cloning activities, and regression testing efforts. Implemented automated Change Management workflows including CAB approvals, risk scoring, blackout schedules, and emergency change handling. Collaborated with DevOps teams to integrate Jenkins pipelines and deployment activities with ServiceNow Change Management processes. Designed and maintained Performance Analytics dashboards to track SLA metrics, operational KPIs, and service delivery trends. Implemented automated notifications, escalation rules, and SLA monitoring processes for enterprise support teams. Supported Vulnerability Response and SecOps initiatives by integrating security scanning tools and remediation workflows. Developed custom integrations with external healthcare systems and enterprise applications to automate ticket synchronization and reporting. Worked with infrastructure teams to maintain MID Servers, Discovery configurations, and cloud integrations across AWS environments. Participated in Agile ceremonies including sprint planning, backlog refinement, story estimation, and sprint reviews. Provided mentorship to junior ServiceNow developers and administrators on scripting standards and platform best practices. Enhanced Knowledge Management processes by implementing approval workflows, article lifecycle automation, and user feedback mechanisms. Developed reporting solutions for audit teams and executive leadership using ServiceNow reporting and Performance Analytics. Collaborated with compliance and security teams to support HIPAA-aligned governance and operational controls. Environment: ServiceNow ITSM, HRSD, ITAM, HAM, SAM, GRC, CMDB, Discovery, Service Portal, Flow Designer, IntegrationHub, JavaScript, AngularJS, REST APIs, SOAP, Azure DevOps, Jenkins, AWS, Splunk, New Relic, AppDynamics, LDAP, SSO, Agile, ITIL. ________________________________________ Target Senior ServiceNow Developer 2017 2020 Worked as Senior ServiceNow Developer supporting enterprise retail operations and large-scale IT service management implementations. Designed and customized Service Catalog items, workflows, approvals, record producers, and request fulfillment processes. Developed reusable Business Rules, Script Includes, Client Scripts, UI Actions, and UI Policies for enterprise applications. Configured and supported CMDB implementations including CI lifecycle management, relationship mapping, and data governance. Worked extensively on ServiceNow Discovery to populate CMDB with accurate infrastructure and application data. Implemented Service Mapping solutions for critical retail applications and integrated dependency mapping with operational support teams. Developed custom Service Portal pages and widgets using AngularJS, Bootstrap, JavaScript, HTML5, and CSS3. Supported HRSD implementations including HR Case Management, employee onboarding workflows, and HR knowledge management. Built Flow Designer automations for request fulfillment, approvals, task generation, and notification workflows. Integrated ServiceNow with external applications using REST APIs, SOAP Web Services, and IntegrationHub. Managed LDAP and Azure Active Directory integrations for authentication, user provisioning, and role synchronization. Configured automated SLA workflows, escalation policies, and notification mechanisms to improve support operations. Collaborated with monitoring teams to integrate Splunk and Dynatrace alerts with Incident Management workflows. Participated in platform upgrades, cloning activities, update set migrations, and production deployment support. Worked with DevOps teams to integrate Jenkins deployment workflows with Change Management processes. Configured Knowledge Management workflows and self-service solutions to improve end-user support experience. Supported ITAM processes including hardware lifecycle tracking, software asset reporting, and procurement workflows. Participated in Agile/Scrum delivery activities including sprint planning, backlog grooming, and release management. Created custom reports and dashboards for support leadership, operational metrics, and SLA compliance tracking. Collaborated with cross-functional business teams to gather requirements, design technical solutions, and implement process improvements. Environment: ServiceNow ITSM, ITOM, CMDB, Discovery, Service Portal, HRSD, ITAM, Flow Designer, AngularJS, JavaScript, REST APIs, LDAP, Azure AD, Jenkins, Splunk, Dynatrace, AWS, Azure DevOps, Agile, ITIL. ________________________________________ AT&T ServiceNow Developer 2016 2017 Worked on enterprise ServiceNow development initiatives supporting telecom infrastructure and IT operations environments. Configured Incident, Problem, Change, Request, and Knowledge Management modules aligned with ITIL best practices. Implemented Discovery schedules and MID Server configurations to populate CMDB with telecom infrastructure assets. Assisted in Service Mapping implementation for critical telecom services and application dependency mapping. Developed custom Business Rules, Client Scripts, Script Includes, and UI Policies to automate operational workflows. Created Service Catalog items, record producers, approval workflows, and automated fulfillment processes. Developed Service Portal widgets and self-service pages using AngularJS, HTML5, CSS3, and Bootstrap. Integrated ServiceNow with LDAP and Active Directory for authentication and user synchronization. Supported SSO and SAML integrations for secure enterprise authentication. Integrated Splunk monitoring alerts with Incident Management workflows for proactive operational support. Participated in CMDB governance activities including CI relationship management and data quality validation. Worked with DevOps teams supporting Jenkins deployment automation and release coordination. Configured SLA definitions, escalation rules, notifications, and support assignment workflows. Participated in Agile ceremonies and collaborated with business stakeholders to deliver platform enhancements. Assisted in production support activities, defect resolution, testing, and ServiceNow upgrade validations. Supported REST and SOAP integrations with external enterprise systems and monitoring applications. Environment: ServiceNow ITSM, ITOM, CMDB, Discovery, Service Mapping, JavaScript, AngularJS, LDAP, SSO, REST APIs, SOAP, Splunk, Dynatrace, Jenkins, Linux, Agile, ITIL. ________________________________________ Intel Junior ServiceNow Developer 2015 2016 Started career as a Junior ServiceNow Developer after completing Master s degree and supported enterprise ITSM implementations. Assisted in configuring Incident, Problem, Change, and Request Management modules within ServiceNow. Developed basic Business Rules, Client Scripts, UI Policies, and Catalog Client Scripts for workflow automation. Created Service Catalog items, approval workflows, and request fulfillment processes. Supported LDAP and Active Directory integrations for user authentication and group synchronization. Assisted in CMDB data population, CI relationship management, and data quality validation activities. Worked on Knowledge Management workflows and article publishing processes. Developed reports and dashboards for support teams using ServiceNow reporting tools. Participated in ServiceNow testing, defect fixes, update set migrations, and release support activities. Collaborated with senior developers and administrators to implement platform enhancements and operational improvements. Assisted in troubleshooting production issues, workflow errors, and integration failures. Worked in Agile/Scrum environments participating in sprint planning, daily stand-ups, and requirement discussions. Environment: ServiceNow ITSM, CMDB, JavaScript, HTML, CSS, LDAP, Active Directory, SQL, REST APIs, Windows, Linux, ITIL. Education Master of Science in Computer Science - The University of Texas at Dallas Bachelor of Technology in Computer Science Engineering - Texas A&M University Keywords: continuous integration continuous deployment user interface business intelligence active directory information technology hewlett packard