Lead ServiceNow Developer - Brightspeed
(2023-10)
Configured and enhanced the ServiceNow-based BOSS Dispatch application to automate technician scheduling, dispatch management, and field service operations for internet service delivery. Developed assignment rules, scheduling workflows, mobile work order functionality, and real-time status tracking using FSM modules, Flow Designer, and Business Rules, improving technician dispatch efficiency by 30% and reducing service response times across field operations.
- Worked closely with stakeholders to understand requirements, perform systems analysis, and suggest effective ServiceNow solutions and customizations, demonstrating strong stakeholder management.
- Designed scalable ServiceNow architecture solutions including integrations, security, CMDB, and workflow automation across enterprise environments.
- Led end-to-end platform architecture, performance optimization, governance, and multi-instance deployment strategy implementation.
- Designed and developed a custom Field Service Management (FSM) application for telecom operations using ServiceNow App Engine Studio, enabling efficient management of field technicians, work orders, and service tasks with enhanced automation.
- Built server-side and client-side logic using JavaScript and ServiceNow APIs (Business Rules, Script Includes, Client Scripts, UI Actions, Data Policies) to automate work order lifecycle, task assignments, and status tracking.
- Implemented role-based access control using ACLs and roles to secure telecom data such as customer details, service requests, and field technician information.
- Developed modern UI experiences using Agent Workspaces, UI Builder, and Service Portal to provide dispatchers and technicians with intuitive dashboards and mobile-friendly interfaces.
- Automated field service workflows using Flow Designer, including work order creation, technician assignment, approvals, notifications, and SLA tracking.
- Integrated ServiceNow FSM with external telecom systems (network monitoring, inventory, and CRM tools) using REST and SOAP APIs for real-time data synchronization, ensuring adherence to security, risk, and compliance standards.
- Configured and managed Windows and Linux MID Servers to enable secure communication between ServiceNow and on-premise telecom infrastructure systems, including routine maintenance and troubleshooting.
- Utilized IntegrationHub and spokes to streamline integrations and reduce custom development effort.
- Managed large volumes of telecom data using Import Sets and Transform Maps, including data cleansing, transformation, error handling, and logging.
- Defined coding standards, naming conventions, and reusable components to maintain consistency across FSM modules.
- Developed reusable Script Includes for common functionalities such as technician availability checks, work order prioritization, and SLA calculations.
- Performed code reviews, debugging, and performance tuning to ensure high availability and responsiveness of FSM applications.
- Collaborated with business stakeholders, dispatch teams, and field engineers to gather requirements and deliver tailored telecom FSM solutions.
- Developed custom business logic using GlideRecord, GlideSystem, and GlideAggregate APIs for efficient data processing and automation.
- Built reusable server-side scripts, integrations, and workflow customizations using Glide APIs and Script Includes.
- Worked in Agile methodology, actively participating in sprint planning, backlog grooming, and daily stand-ups.
- Provided technical support and guidance to junior developers and ensured best practices were followed across the team.
- Leveraged PL/SQL for backend data validation, reporting, and integration support with telecom databases.
- Supported telecom-specific use cases such as outage management, network issue resolution, field technician scheduling, and service restoration workflows.
- Created custom ServiceNow apps, modules, and workflows to automate business processes and optimize operational performance.
- Collaborated with stakeholders to translate business needs into functional and technical specifications, creating and maintaining user epics and stories in ServiceNow Agile.
- Integrated ServiceNow with multiple upstream systems for inbound and outbound integration and data transfer using Scripted REST APIs, Business Rules, and outbound flows, tested via SOAP UI and Postman.
- Created Appointment V3 inquiry API using scripted REST API to perform the required validations & return the slots based on the technician availability.
- Created Status update which sets multiple fields on the work order task form.
- Created Agents API which return the technician details such as work schedule & time off during the given start and end window.
- Designed and implemented end-to-end ServiceNow Service Catalog architecture, including Catalog Items, Record Producers, Variables, Variable Sets, and UI Policies, ensuring scalable and reusable self-service offerings aligned with enterprise ITSM processes.
- Developed complex Order Guides and multi-step catalog experiences with dynamic variable dependencies, conditional logic, and scripted behaviors to streamline bulk request submissions and improve user experience for enterprise users.
- Built and customized Service Portal using AngularJS, HTML, CSS, and ServiceNow widgets, delivering responsive, role-based self-service interfaces integrated with Service Catalog, Knowledge Base, and Incident/Request workflows.
- Engineered backend automation using Workflow Editor, Flow Designer, Business Rules, Script Includes, and Glide APIs to support catalog request fulfillment, approvals, task generation, and integration with downstream ITSM/CMDB processes.
- Optimized catalog performance and usability by implementing dynamic filters, client scripts, AJAX-based data retrieval, and catalog UI enhancements, reducing request processing time and improving end-user adoption of self-service capabilities.
- Architected and delivered enterprise-grade digital experiences using ServiceNow UI Builder across Agent Workspace, Configurable Workspace, and Next Experience, designing scalable, reusable, and role-based interfaces aligned with business and platform standards.
- Designed complex page structures in UI Builder using page templates, layouts, variants, reusable page definitions, and responsive components to provide optimized user journeys across multiple business functions.
- Developed advanced UI Builder experiences leveraging Data Resources, Data Brokers, Client State Parameters, Page Properties, and Event Handlers to support dynamic data rendering and real-time user interactions.
- Built highly interactive workspaces by configuring component composition, custom events, declarative actions, contextual routing, navigation models, and inter-component communication for seamless workflow execution.
- Extended out-of-box UI Builder capabilities through custom web components and integrations using JavaScript, HTML, CSS, and ServiceNow component framework to support complex enterprise requirements.
- Integrated UI Builder with Script Includes, GlideAjax, Scripted REST APIs, Flow Designer, IntegrationHub, and external systems to enable real-time data orchestration and end-to-end business process automation.
- Implemented advanced workspace customization including record pages, lists, forms, related records, contextual side panels, tabbed navigation, and configurable workspaces for optimized user productivity.
- Designed secure and performant UI experiences by implementing ACL-driven rendering, role-based visibility, conditional component loading, and client/server optimization strategies.
- Led modernization initiatives by migrating legacy Service Portal and custom portal implementations into UI Builder and Next Experience architecture, reducing technical debt and improving maintainability.
