Jamen Wood

Jamen Wood

OVERVIEW

⦁ ServiceNow Certifications: ServiceNow certified system administrator & certified application developer. 

⦁ 7 years of ServiceNow development experience in the areas of ITSM, Service Portal, Service Catalog, Employee Center Pro, HR & CMDB

⦁ Scripting & programming language experience includes JavaScript, AngularJS, C#, Bootstrap, jQuery, HTML, CSS, XML & JSON

⦁ Platform development experience includes Business Rules, Record Producers, Service Catalog, UI policies, Client Scripts, Script Includes, Transform Maps & Workflows

⦁ Worked in Eureka, Fugi, Geneva, Helsinki, Istanbul, Jakarta, Kingston, London, Rome, San Diego, Tokyo, Utah, Vancouver, Washington DC & Xanadu ServiceNow Releases

⦁ Integrations include Workday/MuleSoft,  Rest API Accounts, SolarWinds, Thycotic & SQL Server/JDBC


WORK EXPERIENCE

Washington University in St. Louis - SL. Louis, IL - ServiceNow Developer  -  01/2023 to present
⦁ ServiceNow developing consists of customizing workflows for catalog items in the service catalog and service portal.
⦁ Included managing the upgrading of ServiceNow.  Most recent was upgrading to Xanadu.
⦁ Customized forms, lists, integrations, scheduled jobs & notifications.
⦁ Managing cost center approvers
⦁ Developed & troubleshooted WASHU’s “legacy” custom application for Facilities and HR within ServiceNow.


Federal Housing Finance Agency (iTech AG) Washington, DC - ServiceNow Developer  -  06/2022 to 11/2022
⦁ ServiceNow developing  includes a new implementation of ServiceNow for the Federal Customer FHFA.
⦁ A Public Trust Federal Clearance was applied for and granted.
⦁ Customization includes incident ticketing, workflows and catalog items. 
⦁ Included developing the Nuvolo application within ServiceNow.


BYU Pathway & Church of Jesus Christ (Zaact Consulting) SLC, UT – Full Stack/ServiceNow Developer - 05/2019  to 03/2022
⦁ ServiceNow development  consists of customizing catalog items and workflows used by the Server Team and end customers for managing procurement and maintenance of servers and storage solutions. 
⦁ Microsoft Dynamics 365 development consists of customizing BYU Bathway’s Mentor Portal that managers, team leads and mentor employees rely on.
⦁ Coding languages include C#, JavaScript, AngularJS, HTML, CSS, Liquid, React, Bootstrap & FetchXML.
⦁ Utilized Figma, XRM Tool Box, Microsoft Visual Studio, Adobe Illustrator, Azure Devops & Jira.


Iridium Communications (Team2) Tempe, AZ - ServiceNow Admin/Developer - 06/2018 to 11/2018
⦁ Development included creating and updating various business rules, metric definitions, view rules, assignment rules, UI policies, list controls, inbound email actions, workflows, catalog items, incident, change, task and request item forms, etc.  
⦁ Admin role included managing users, groups and roles along with managing incident tickets.
⦁ Managed the integration of SolarWinds and performed scheduled clonings. 
UnitedHealth (Apex Systems) Plymouth, MN - ServiceNow Admin – 11/2017 to 02/2018
⦁ This included setting up integration REST API accounts for developers as needed. 
⦁ Performed migration of update sets and worked operation tickets.  
⦁ Supported developers and users as well as resolved issues as they came in.  


Church of Jesus Christ - SLC, UT - ServiceNow Admin/Developer/Support – 11/2013 to 03/2017
⦁ 1st position included providing software support & QA for the Seminary & Institute Dept.
⦁ 2nd position included serving as a key support role for the ServiceNow team.
⦁ Customer Service included troubleshooting tier 3 incident tickets effectively while maintaining a high degree of customer satisfaction.  
⦁ ServiceNow admin duties included resolving login issues, updating role modifications, group memberships and configuration item ownerships.  
⦁ ServiceNow development included service catalog forms and workflows along with email configurations.
⦁ Created and customized reports for various departments and upper management.


SERVICENOW EXPERIENCE

CMDB & Asset Management
⦁ Managed owner groups and users of Servers and VM’s in the CMDB.
⦁ Created and modified javascript used in workflows to create and update configuration items.
⦁ Created and customized asset reports for discovery and management.
⦁ Imported and updated data for the CMDB.


Integrations
⦁ Assisted in setting up Thycotic integration to allow desktop/laptop users to order software with a manager approval within ServiceNow.  
⦁ Managed alerts of SolarWinds for incident tickets within ServiceNow.
⦁ Oversaw and assisted with a SQL server connection via JDBC
⦁ Assisted with updating and troubleshooting the Workday/MuleSoft integration for scheduled job of user records.


Service Catalog & Service Portal
⦁ Customizing catalog items used for procurement and maintenance of IT related items such as servers, licensing, software and hardware.
⦁ Some workflows included several departments and users to approve requests.
⦁ Installed and worked with Employee Center Pro.


TRAINING & CERTIFICATIONS

⦁ Computer Science AAS Degree – Weber State University (2014)
⦁ Technical Sales BS Degree - Weber State University (1993)
⦁ ServiceNow System Administrator Certification (2016-2024)
⦁ ServiceNow Certified Application Developer Certification (2024)

SERVICENOW EXPERIENCE

CMDB & Asset Management

⦁ Managed owner groups and users of Servers and VM’s in the CMDB.

⦁ Created and modified javascript used in workflows to create and update configuration items.

⦁ Created and customized asset reports for discovery and management.

⦁ Imported and updated data for the CMDB.

Integrations

⦁ Assisted in setting up Thycotic integration to allow desktop/laptop users to order software with a manager approval within ServiceNow.  

⦁ Managed alerts of SolarWinds for incident tickets within ServiceNow. 

⦁ Oversaw and assisted with a SQL server connection via JDBC

⦁ Assisted with updating and troubleshooting the Workday/MuleSoft integration for scheduled job of user records. 

Service Catalog & Service Portal

⦁ Customizing catalog items used for procurement and maintenance of IT related items such as servers, licensing, software and hardware.

⦁ Some workflows included several departments and users to approve requests.

⦁ Installed and worked with Employee Center Pro.

TRAINING & CERTIFICATIONS

⦁ Computer Science AAS Degree – Weber State University (2014)
⦁ Technical Sales BS Degree - Weber State University (1993)
⦁ ServiceNow System Administrator Certification (2016-2024)
⦁ ServiceNow Certified Application Developer Certification (2024)