H
Hamza Franco
About
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New Jersey, United States
Résumé
Jobs
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ServiceNow ArchitectDataminrJan 2024 - Current (2 years 8 months)• Designed ServiceNow solutions for healthcare and financial clients, implementing ITSM, ITOM, and CSM modules with Flow Designer and IntegrationHub workflows. • Built custom App Engine applications using Scoped Applications and REST APIs, integrating with AWS Lambda and Salesforce for 99.9% uptime. • Optimized CMDB with Discovery and Service Mapping for real-time asset tracking and dependency mapping. • Deployed Virtual Agent and Predictive Intelligence, reducing incident resolution time via automated ticketing and NLP chatbots. • Mentored 12 developers on JavaScript, GlideRecord, and GlideAjax, improving team delivery.- Lead Servicenow DeveloperRed HatDec 2022 - Jan 2024 (1 year 2 months)• Lead design and development of ServiceNow solutions across ITSM, ITOM, HRSD, and Security Operations modules. • Utilize JavaScript, Glide API, and integrations with AWS, Salesforce, Microsoft Dynamics, and other platforms for scalable automation. • Optimize CMDB, service mapping, and leverage AI tools like Virtual Agent and Predictive Intelligence to improve IT operations. • Collaborate with stakeholders to align technical solutions with business objectives and drive team productivity. • Ensure performance tuning, unit testing, and comprehensive technical documentation.
- SSenior ServiceNow DeveloperSmart IT StaffJun 2020 - Dec 2022 (2 years 7 months)• Customized HRSD and Security Operations for government and retail clients, automating case management and threat detection with Business Rules and Script Includes. • Integrated ServiceNow with Microsoft Dynamics 365 and Okta via OAuth 2.0 for single sign-on and unified workflows. • Developed Service Portal with AngularJS and UI Scripts, reducing service desk tickets through enhanced self-service. • Automated change management with Workflow Editor and JavaScript, cutting approval cycles. ◦ Tuned ServiceNow instances, optimizing database queries to reduce latency.
- ServiceNow DeveloperSolugenixMar 2018 - May 2020 (2 years 3 months)• Configured ITAM and GRC modules for insurance and nonprofit clients, implementing SAM and Policy and Compliance Management. • Built custom applications for HR onboarding using GlideForm APIs and Client Scripts. • Integrated ServiceNow with Jira and Splunk via REST/SOAP APIs for real-time incident tracking. • Managed platform upgrades (Helsinki to London), ensuring zero data loss and compliance. • Trained 50+ end-users, boosting platform adoption with technical documentation.
- Junior ServiceNow DeveloperTek Inspirations LLCJul 2013 - Feb 2018 (4 years 8 months)• Supported ITSM and Request Management implementations, configuring Service Catalog and Knowledge Base. • Scripted JavaScript for automating license tracking and hardware requisitions, reducing manual effort. • Conducted data migrations using Import Sets and Transform Maps for data integrity.
Education
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- SComputer ScienceStartfordSep 2009 - Oct 2013 (4 years 2 months)