Work Experience
Notable projects I have completed during my career as a developer.
Project
Full ITSM Implementation with Domain Separation
My first project as a ServiceNow professional is an ITSM implementation with domain separation. It involves creating a CMS site, creating Service Catalog items, configuring workflows, customisation of tables, knowledge base setup, access control implementation, and creation of reports and dashboards. This was in the very early stages of domain separation so we needed to deal with breaking changes on every upgrade.
Since then I've had multiple ITSM implementations under my belt. I've also been involved with major re-platform projects where the customer requires their ServiceNow instance to go back to OOB and the migration of their old data which requires extensive knowledge of tables and their relationships.
Project
Report Automation
Before I started, the Service Delivery team has been has been creating the customer reports manually. Not only is it a very tedious process, the information comes from multiple sources so creating a single customer report takes a couple of hours. It has been a critical pain point for the team.
Using ServiceNow capabilities, I integrated all the sources required for the report so that the data exists within ServiceNow. I converted the report into a UI Page and used open source frameworks like AngularJS and Bootstrap so that the report can be dynamically generated from within ServiceNow. A report that used to take a couple of hours can now be completed in a couple of clicks.
Project
Task Integration Platform
As we do more integrations, we noticed that they follow a similar pattern. We built a platform that allows us to streamline the process of integrating external ticketing applications with ServiceNow's ITSM modules.
The Task Integration platform is a single place to find all the configuration related to the integration of task records. Using GlideScopedEvaluator, we were able to encapsulate all the business logic for both inbound and outbound integration and simplify its management.
Project
ServiceNow Upgrades
I have been performing upgrades on instances starting from the Dublin release. This primarily involves testing and updating automated tests, reviewing skipped updates, reading the release notes, managing communication with stakeholders, and fixing upgrade-related issues.
In addition to the primary upgrade tasks, I also ensure that my knowledge of the platform is up to date by completing my delta certifications, watching the ServiceNow channels on the web, and trying out new features on my personal dev instance.
Project
Orchestration Implementation
ServiceNow workflow capabilities allows automating complex processes. I have been involved with automating a customer's on-boarding and off-boarding HR processes. This involves creating Order Guides, configuring the workflows / flows, and using Powershell to update Active Directory.
Orchestration also usually involves handling inbound HTTP requests so I have also designed and implemented Scripted REST APIs and Scripted SOAP Services so that external applications can securely communicate and fetch data from ServiceNow.
Ongoing
Wordpress Development
Wordpress powers more than 30% of the web. Although Wordpress has a bad reputation for being "insecure", this is mainly because most Wordpress sites are not built with security in mind and uses multiple themes and plugins which doesn't get updated.
My approach to Wordpress development is to develop a solution which is tailored to the customer and to use minimal third-party plugins and themes. This minimises the customer's security risks and ensures that the customer's site can easily be updated.
