Summary
Overview
Work History
Education
Skills
Certification
Security Clearance
Timeline
Generic

Caleb Shepherd

Opelika

Summary

SENIOR SERVICENOW DEVELOPER | TECHNICAL LEAD | CERTIFIED PLATFORM SPECIALIST


I am a highly certified and experienced ServiceNow professional with a strong background in custom application development, platform architecture, and cross-functional implementation. Over the past several years, I've had the opportunity to lead and deliver complex ServiceNow solutions for both commercial and federal clients. I specialize in Flow Designer, Service Portal, ATF, and scoped app development, and have worked across a wide range of modules including ITSM, SPM, ITBM, ITOM, and more.


I enjoy solving complex technical problems, mentoring team members, and helping organizations translate their needs into scalable, reliable solutions. My work has consistently involved taking initiative, stepping into leadership roles when needed, and ensuring delivery even in high-pressure situations.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior ServiceNow Developer / Technical Lead

ECS
Remote
07.2023 - Current
  • Led development efforts for six enterprise ServiceNow implementations, including federal clients such as DHS and the Library of Congress.
  • Designed and built custom scoped applications and provided long-term operations and maintenance support for critical systems.
  • Developed complex flows, test suites, and portal components using Flow Designer, ATF, and Service Portal.
  • Frequently served as technical lead, guiding development efforts, mentoring junior developers, and stepping in during leadership gaps to maintain delivery.
  • Worked directly with business stakeholders to clarify requirements, define user stories, and translate business needs into technical solutions.
  • Supported code promotions and production stability through change control, testing, and release coordination.

ServiceNow Developer

First National Bank Of Omaha
Omaha, NE
12.2022 - 05.2023
  • Developed platform solutions across ITSM, ITBM, ITOM, and ITAM in a regulated financial environment.
  • Built and maintained Service Portal interfaces and backend logic to support custom workflows and improve user experience.
  • Created and maintained catalog items, record producers, and supporting scripts for scalable and reusable components.
  • Participated in Agile development, contributing to sprint planning, backlog grooming, and velocity tracking.

Executive Administrator

Refuge City Church
Cedar City, UT
04.2021 - 08.2023
  • Managed internal systems and vendor relationships, improving operational efficiency and financial transparency.

Fulfillment Coordinator

Iron County C&S
Cedar City, UT
01.2022 - 12.2022
  • Oversaw inventory and fulfillment accuracy; trained team members on process improvements.

Private Music Instructor

Cedar Music Studio
Cedar City, UT
12.2021 - 05.2022
  • Provided individualized instruction across multiple instruments, adapting lessons to meet each student's needs.

Receiving Consultant

Webster Fulfillment
Auburn, AL
10.2020 - 04.2021
  • Improved logistics documentation processes and reduced order discrepancies through standardized workflows.

Help Desk Technician

Point University
West Point, GA
08.2016 - 10.2018

Provided Tier 1 and Tier 2 support; assisted with account administration and end-user training to reduce recurring

support tickets.

Education

Bachelor of Science - Psychology

Point University
West Point, GA
05.2019

Skills

  • Platform Development: App Engine, Flow Designer, Service Portal, IntegrationHub, ATF, Scoped Apps
  • Modules: ITSM, SPM, PPM, Demand, Resource, Change, Incident, Problem, ITOM, ITAM, GRC
  • Languages/Frameworks: JavaScript, AngularJS, HTML5, CSS3, Bootstrap
  • Development Practices: Agile/Scrum, Scoped App Architecture, UX/UI Best Practices, ATF Automation
  • Tools: Microsoft O365, Workflow Studio, Catalog Builder, Git
  • Soft Skills: Collaboration, Communication, Leadership, Documentation, Initiative

Certification

Core Certifications:

  • ServiceNow Certified System Administrator (CSA)
  • Certified Application Developer (CAD)
  • Certified Implementation Specialist - ITSM, Service Mapping, Strategic Portfolio Management
  • ITSM Professional Suite


Micro-Certifications:

  • Flow Designer
  • Automated Test Framework
  • Service Portal
  • IntegrationHub
  • UI Builder
  • App Engine Studio
  • Predictive Intelligence
  • Virtual Agent
  • Agile and Test Management
  • Business Continuity Management
  • Performance Analytics
  • Application Developer: Core Skills
  • Application Developer: Process Creator
  • Welcome to ServiceNow

Security Clearance

  • Public trust

Timeline

Senior ServiceNow Developer / Technical Lead

ECS
07.2023 - Current

ServiceNow Developer

First National Bank Of Omaha
12.2022 - 05.2023

Fulfillment Coordinator

Iron County C&S
01.2022 - 12.2022

Private Music Instructor

Cedar Music Studio
12.2021 - 05.2022

Executive Administrator

Refuge City Church
04.2021 - 08.2023

Receiving Consultant

Webster Fulfillment
10.2020 - 04.2021

Help Desk Technician

Point University
08.2016 - 10.2018

Bachelor of Science - Psychology

Point University
Caleb Shepherd