Brian Dowden
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Senior Software Engineer (ServiceNow) at Giant Eagle, Inc.
Pittsburgh, Pennsylvania, United States
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Jobs
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Senior Software Engineer (ServiceNow)Giant Eagle, Inc.Nov 2020 - Current (5 years 11 months)- Sr. ServiceNow DeveloperEngineJun 2020 - Nov 2020 (6 months)ServiceNow Developer/Administrator for Giant Eagle, Inc. -ITSM Implementation + Major Incident Management -Service Portal Implementation -CMDB Implementation -NOW Platform Implementation -Service Catalog Process Design and Implementation -Field Service Management Implementation -Hardware/Software Asset Management Implementation -ITOM Discovery and Service Mapping (270k CI's) -Product Catalog Implementation -Integrating ServiceNow with Microsoft Identity Management (MIM) (via REST), Buyer Quest (Procure 2 Pay), and PeopleSoft Financials -Azure User/Group Provisioning and SSO Implementation ServiceNow Technical Consulting (Platform architecture, ITSM Product Suite, Integrations, FSM, Asset Management, Business Continuity Management (BCM as pa
- DSolutions Consultant IIDDI | Development Dimensions InternationalNov 2019 - Jun 2020 (8 months)Lead ServiceNow Developer/Administrator CSM Implementation CSP & CSM Portal Implementation, design and development Case Management Implementation Escalation Management Implementation Service Portal Implementation, design and development Web Service development with Azure ESB Client Hierarchy Data using O-Auth. LDAP/AD transition to cloud integration for internal user accounts. Development and process documentation Process enhancement for Case, Escalation and Problem Management to SN best practices/ITIL Standards in preparation for ISO Process design, development and training of Task Outage with custom RFO (Reason for Outage) application implementation. SC embedded widget design and development for UX. Lead Service Catalog exploritory team t
- DSolutions Consultant IDDI | Development Dimensions InternationalNov 2016 - Nov 2019 (3 years 1 month)ServiceNow Administrator & Developer NOW Platform and ITSM Administration User Administration Role Management System Security Administration ITSM Development Service Catalog Development, best practices, and standardized process development Report Administration REST API Reporting ServiceNow Platform and Application Consulting for project and new technology teams
- FTechnician III (Project & Process Analyst)Fedex ServicesAug 2014 - Jun 2016 (1 year 11 months)Led key projects, including incident management portion of the enterprise wide implementation of ServiceNow for the FedEx Ground op-co. Served as the department technical lead for ServiceNow knowledge base and self-service. Responsible for creating, researching and maintaining FedEx Ground and Freight knowledge base. Designed and implemented new printer process that saved FedEx Ground 200k per year while reducing customer wait times. Served as part of the project team that were responsible for creating and executing test plans for an upgrade to Service Manager. Show less
- FTechnician IIIFedex ServicesAug 2013 - Aug 2014 (1 year 1 month)Assisted project leads to complete Smart Post relocation and ADHOC projects on time and without incident. Worked with Smart Post hub managers and FedEx Services Procurement groups to ensure FedEx Smart Post assets were accounted for, functioning properly and maintained according to Information Security standards. Responsible for updating and creating configuration and process documentation to train vendors. Led the Windows 7 upgrade project for all of FedEx Smart Post which was completed prior to MS XP end of life date. Show less
- FLegal I.T. SupportFedex ServicesAug 2009 - Aug 2013 (4 years 1 month)Understanding and experienced with FedEx Information Security policies and procedures Configuration and deployment of FedEx assets to corporate business areas Provided direct I.T. support to the FedEx Ground Legal department Assisted in the research, deployment, and documentation of Legal applications: West LiveNote, CaseMap 8 & 9, and Trial Director 6, participated in project teams Extremely strong customer service skills, built strong business relationships with all support areas Show less
- Executive I.T. Support / Legal I.T. SupportFedEx GroundMay 2006 - Aug 2009 (3 years 4 months)Provided white glove I.T support to FedEx Ground Sr. Vice Presidents, Divisional Vice Presidents, Legal, Contractor Relations, Finance Vice Presidents and their Assistants Strong problems solving skills used to minimize down time to meet and exceed expectations Traveled to Executive homes to diagnose onsite remote access issues, pertaining to VPN, Citrix, and 3rd Party Internet providers Setup Officer/Director Meetings, Executive Level FY Kickoffs, and weekly business meetings Show less
Education
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- Robert Morris University — Bachelor’s Degree, Information SystemsRobert Morris UniversityJan 2013 - Dec 2017 (5 years)Systems Development I.T Security
- Pittsburgh Technical Institute — Associate’s Degree, Information TechnologyPITTSBURGH TECHNICAL INSTITUTEJan 1999 - Dec 2001 (3 years)