Resume   Ashley Snyder - ServiceNow Developer

                      2021 Developer MVP

I'm a ServiceNow Developer, Administrator, and Technical Consultant. I've worked on the ServiceNow platform for over four years in industries such as Higher Education, Healthcare, and Consulting for large organizations. I have experience in multiple ServiceNow domains such as IT Service Management, IT Business Management, Configuration Management, Service Catalog, Integrations, REST APIs, Service Portal, Application Development, and various Platform Development.  I've worked with large and small teams ranging from 1-2 Developers and have been Team Lead for 7+ Developers.  I like to work with all areas of the ServiceNow platform, and am constantly challenging myself to delve into new or previously unexplored areas. 

Skills Summary

Platform Development

 

Over 4 years developing on the ServiceNow platform. Experience in developing on out-of-the-box instances and mature instances.

Service Portal

 

Three years developing in the Service Portal and creating custom portals. Knowledge of HTML, CSS, and AngularJS.

Service Catalog

 

Dozens of Catalog Items created from simple re-usable items and workflows to complex workflows. 

App Development

 

Custom Application Development experience working across multiple teams and projects for large organizations.

Upgrades and Administration

Experience in platform upgrades since Fuji. Planned and coordinated multiple platform upgrades.

Team Leadership

 

Managed a team of developers, leading Agile/Scrum ceremonies and deploying releases.

Work Experience

Virginia Tech / Senior ServiceNow Software Developer

2021

GlideFast Consulting / Senior Technical Consultant

2019 - 2021

  • Worked on a project of integrating multiple APIs into a scoped ‘incident’ application within ServiceNow. The outcome of the project was to link various applications for the client into ServiceNow as the client continued used of internal tools, but needed the ability to have the data from internal tools available in ServiceNow for use if with customers. Utilized Jelly and UI Pages to create custom functionality in ServiceNow to interact with various APIs.

  • Worked on a project linking Customer Service Management and Change Management within ServiceNow. The Change Management application required re-factoring meeting the client’s process requirements, alongside of their customer’s requirements as the client’s customer would be using the Customer Service Application to submit a Case which would then be consumed by the client’s Change Management application within ServiceNow. APIs were developed and used to integrate between the client’s ServiceNow instance and their customer’s ServiceNow instance to create Cases. Developed functionality on the Service Portal to display and enhance functionality in working on Change Requests.

  • Provided direction on best practices in ServiceNow when developing scoped applications, and making changes to Global applications.

  • Utilized ServiceNow’s Automated Test Framework to test each piece of functionality developed before it migrated instances when possible.

Duke University Health System / Team Lead - Developer III

2017 - 2019

Team Lead for a development team of 7 developers focusing on ServiceNow ITSM/ITBM/Performance Analytics and custom application areas within the platform. Managed the scrum master and sprint planning duties of the team to balance development work across a variety of stakeholders within the Health System and Duke University. Development in areas such as:

  • Configuration Management Database, with a focus on new data sources, automatic relationship management, class creation, ACLs, and Service Catalog Requests relating to creating CIs.

  • Project Management/Demand Management – working on existing and new processes within forms and workflows.

  • ITSM applications including transition to Knowledge Versioning, IT Alerts, CAB Workbench, and Major Incident Management.

  • Complex Service Catalog forms and workflows for areas relating to clinical procedures, provisioning/decommissioning servers, group management, reporting applications such as Tableau.

Projects included: Connectiv – Integrating Healthcare Technology Management into the ServiceNow platform from TMS, Service Portal migration from Content Management System, Good Clinical Practice validation for FDA, SecOps.  Lead the Madrid upgrade of 6 instances.

 

UNC Health Care / Senior Systems Application Analyst - ServiceNow

2017

Worked on the implementation of an out-of-the-box Istanbul instance, migrating from Heat software.  UNC Health Care's ServiceNow instance is used by all areas of the Information Systems Department. Developed on the Service Portal, Service Catalog, Change Management, Problem Management, and Asset Management. Produced Platform development on the Configuration Management Database, Notifications, and Knowledge Management. Provided Go Live/Early Life Support for the Implementation.

The University of Texas at Austin / ServiceNow Administrator II

2016-2017

Coordinated testing and deployment to ServiceNow environments utilizing Agile development. Performs surface, system, and integration testing. Leveraged Windows MID servers, REST web services, email, and other integration tools with the platform such as SCCM and SQL data sources. Experience working with ServiceNow technologies such as workflows, Studio, Content Management System, and scripting. Loaded, transformed, and maintained data between ServiceNow and other systems utilizing protocols such as LDAP, JDBC, and HTTPs. Provided university wide support for over 25 self-supporting departments. Contributed to Continual Service Improvement by identifying, and developing in areas such as CMBD, Service Catalog, Request Management, and the Content Management System. Performed business analysis and design for Service Management processes. Lead efforts in the design of business process workflows in the ServiceNow platform. Demonstrated experience in implementing and managing Service Management processes.

Education

North Carolina A&T State University, Greensboro NC - Master of Science in Information Technology

The University of North Carolina at Greensboro icon

University of North Carolina at Greensboro, Greensboro NC - Bachelor of Arts in Sociology, Concentration in Global Problems

Guilford Technical Community College icon

Guilford Technical Community College, Jamestown NC - Certificates in Network Operating Systems and Information Technology

Cerifications

  • ServiceNow Certified System Administrator

  • ServiceNow Certified Developer

  • ServiceNow Implementation Specialist – IT Service Management

  • ServiceNow Implementation Specialist – Discovery

  • ServiceNow Implementation Specialist – Application Portfolio Management

  • ServiceNow Implementation Specialist – Customer Service Management

  • ITIL V3