Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

ERANSO GEZAHEGN

Warrenton,VA

Summary

Experienced ServiceNow Developer with 7 years of hands-on expertise in designing, developing, and implementing enterprise-level solutions on the ServiceNow platform. Proficient in ITSM|ITOM|ITAM|TSOM|OMT|TNI modules including Incident, Problem, Change, Knowledge and Service Catalog, with a strong background in custom application development, system integrations, and automation. Skilled in scripting (Business Rules, Client Scripts, Fix Script, Script Includes), Flow Designer, and Workflow engine. Adept at working in Agile/Scrum environments, collaborating with cross-functional teams, and delivering scalable, maintainable solutions aligned with business objectives. Committed to performance optimization, best practices, and continuous improvement of the ServiceNow ecosystem.

Overview

10
10
years of professional experience
1
1
Certification

Work History

ServiceNow Developer

PTS/LEIDOS
01.2023 - Current
  • Worked as a member of SNOW Blue Print Complex Tools team.
  • Interacting with POC on day to day basis to understand the business requirement.
  • Solid working experience on ITSM module of ServiceNow with Configured applications using ServiceNow tool as per the ITIL Management standards.
  • Update set capturing and moving customization to other instances from Low side to high side using ISAFE.
  • Developing Service Catalog items, order guides, record producers, Variable sets.
  • Experience on client-side scripting such as UI Policies, Client Scripts, UI Action and server-side scripting such as Script Include, Data policy and Business Rules.
  • Experience on ACL’s, Update sets, and user’s creations.
  • Creating import sets and transform maps.
  • Having good knowledge on Email notifications, Workflows and scheduled jobs.
  • Knowledge on Incident, Problem, Change , Catalog Item and Knowledge Management streams.
  • Knowledge on SLA definitions and Metrics.
  • Having good knowledge on Creating Reports and Dashboards.
  • Creates complex database views by joining multiple tables to support advanced reporting and analytics requirements.
  • Provides daily support for ServiceNow Management at CT-S, including scripting, configuration, customization, and integrations. Responsible for administration of ServiceNow processes such as user and group management, role assignments, and account provisioning.
  • Actively participates in Program Increment (PI) meetings, collaborating across teams to align on priorities and deliverables.

ServiceNow Developer

REVATURE
01.2022 - 01.2023
  • Implemented incident management, problem, change management flow and service catalogs.
  • Created a Functional Requirement Specification document with teammates and Reviewed the functional specifications and advice the customer for modifications.
  • Created new fields, tables, views, modules, and the documents for implementation.
  • Leveraged Workflow to handle change request flow.
  • Created buttons on each stage of the problem request form using the UI Actions.
  • Worked on designing the Service Portal, customizing the service portal pages as per the department's needs, and creating widgets.
  • Modified the existing problem request forms per our requirements.
  • Created UI Policy on the problem request forms as per requirements.
  • Tested the instance to make sure all the requirements are met and function correctly.
  • Experience in glide Ajax and implemented vastly to fetch the data from server.
  • Knowledge on Service Catalog, Order Guides, Record Producer, Workflow/flow Designer, transform maps.
  • Created related lists and embedded lists as a part of solution built for the customer.
  • Implemented Access control lists (ACL) for the various modules incident, problem, change and other applications for providing contextual security.

ServiceNow Developer

OHM CONCESSION GROUP
01.2018 - 12.2021
  • Work on the ServiceNow DEV, INT, PREPROD AND PRODUCTION Instance.
  • Worked on business rules on different scenarios to automate the process of incident and problem.
  • Created Notification to notify customers of the status.
  • Created SLA definition to progress SLAs, enabling the use of an SLA system for the organization's tasks.
  • Worked on data policy, dictionary entries to meet the client requirements.
  • Created data on the excels sheet and import it to ServiceNow using the import set.
  • Used transform map to map the fields between an import set and fields in an existing ServiceNow table.
  • Tested the instance to make sure all the requirements are met and function correctly.

ServiceNow Developer

HMSHOST
04.2015 - 12.2017
  • Implemented ServiceNow Blueprint for Incident management, Problem management, Change Management, Asset Management & SLM modules by following ITIL processes.
  • Responsible for ServiceNow Level 3 support.
  • Wrote script include to store JavaScript functions and classes for use by server scripts.
  • Wrote Field validation on catalog client scripts using JavaScript.
  • Notifications, SLA Definitions, ACL’s, Update Sets and Import Sets.
  • Created a catalog Item list for users to order an item.
  • Used Request Item workflow with the workflow that is created for user/group approval and handles tasks.
  • Combined Script Includes and Catalog Client Script to store and pass information to a custom table.
  • Business Rules, Script Include, Glide AJAX, UI Action, Client Scripts, UI policies and Data Policies, Scheduled Jobs.
  • Experience creating and customization of service portal and Widgets.
  • Integrated ServiceNow with Uipath, Kafka, Netcool, LDAP, and monitoring tools using REST API and SOAP.
  • Experience in Installation plugins, Store application and Configuration of different modules of Service-Now.
  • Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.

Education

Bachelor of Science -

Jimma University
01.2008

Master of Science - undefined

Gent University
01.2011

Skills

  • Web Technologies: HTML, CSS, JavaScript, Bootstrap, Angular, Type Script, React
  • IT Service management(ITSM): ITIL Life Cycle, Service level (SLA), Asset Management, Change Management, Problem Management, Incident Management
  • ServiceNow Developer: Application Engine Studio, Service Portal, Notification, Server-side Script, Client-side Script, Service Catalog
  • ServiceNow Integration with third party tools: LDAP Integration, UiPath,Kafka,Scripted Webservice, Discovery, Reporting, REST Webservice, SOAP Webservice
  • ServiceNow Administration: Domain Separation, Update set, ServiceNow Workflow, SLA, ServiceNow Portal, Import sets & Transform map
  • Programming & Script: ServiceNow Client Script, ServiceNow UI Policy Scripts, ServiceNow UI Actions, ServiceNow Script Include, ServiceNow Business Rules, ServiceNow Data Policies

Certification

  • ServiceNow Certified Professional Developer (CSA)
  • Certified Application Developer (CAD)
  • Security+
  • Active Secret Clearance
  • Microsoft SharePoint Microsoft certified professional

Timeline

ServiceNow Developer

PTS/LEIDOS
01.2023 - Current

ServiceNow Developer

REVATURE
01.2022 - 01.2023

ServiceNow Developer

OHM CONCESSION GROUP
01.2018 - 12.2021

ServiceNow Developer

HMSHOST
04.2015 - 12.2017

Master of Science - undefined

Gent University

Bachelor of Science -

Jimma University

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ERANSO GEZAHEGN