Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JOYCE Y. WILLIAMS

Dallas,USA

Summary

Objective: ServiceNow Administrator, Developer and Implementation Specialist.


Summary: Experienced ServiceNow Developer with a strong focus on IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Configuration Management Database (CMDB), Discovery and Service mapping modules. Leveraging extensive expertise in ServiceNow platform customization and development, I excel in architecting, implementing, and optimizing solutions that streamline IT processes and drive operational excellence. Skilled in deploying CSDM methodologies to enable automated discovery, dependency mapping, and service modeling, driving proactive service management and resolution. Possess strong analytical skills combined with a deep understanding of ITIL practices. I am also proficient in JavaScript, Python, React, SQL, Angular, and HTML, with a strong foundation in automating Incident Management, Change, Management, Problem Management, Release Management, Knowledge Management, Service Catalog, and custom application development etc. Lastly, I am committed to continuous improvement and eager to contribute to organizational success through innovation and learning.


Overview

9
9
years of professional experience
1
1
Certification

Work History

Technology Engineer/Developer

PNC Bank
01.2024 - Current
  • Developed and maintained scalable ServiceNow solutions across ITAM, Discovery, and ITSM modules, supporting continuous platform enhancements and automation.
  • Delivered business-as-usual (BAU) ServiceNow support by resolving incidents, enhancing existing features, and deploying minor system upgrades in alignment with stakeholder priorities.
  • Collaborated with the IT Asset Management (ITAM) team to build custom applications and scripted automation for asset lifecycle management, software normalization, and hardware tracking.
  • Integrated third-party tools such as Tanium, Azure, Jamf, AWS, and SCCM into ServiceNow to enable automated data ingestion, enrichment of the CMDB, and enhanced IT operations visibility.
  • Developed scripted REST APIs, data sources, and transform maps to normalize incoming data and maintain CI integrity across multi-source integrations.
  • Engineered Discovery schedules, probes, and patterns to improve CMDB accuracy and enable reliable service mapping across hybrid environments (on-prem and cloud).
  • Contributed to Discovery transformation efforts by optimizing identification and reconciliation (IRE) rules for integration with third-party sources such as Tanium, SCCM, Azure, Jamf, and AWS.
  • Wrote and peer-reviewed fix scripts, business rules, data policies, and import set transforms to support rapid delivery and consistent data integrity.
  • Supported CMDB health initiatives by remediating duplicate CIs, correcting relationship issues, and implementing data quality dashboards.
  • Worked in agile teams using Scrum methodology, participating in daily standup, sprint planning, demos, and retrospectives to deliver incremental value.
  • Collaborated with product owners and stakeholders using Jira to groom, refine, and deliver user stories aligned with business goals and platform roadmap.
  • Earned the ServiceNow Certified Implementation Specialist – Discovery certification during tenure, demonstrating hands-on mastery in Discovery configuration, troubleshooting, and CMDB enrichment.

SERVICENOW ADMIN/DEVELOPER (Consultant)

TEXAS HEALTH PRESBYTERIAN HOSPITAL
07.2022 - 12.2023
  • Applied in-depth understanding of Glide APIs and proficiency in JavaScript, Python, and SQL to effectively diagnose and resolve issues spanning customizations, integrations, and workflow configurations within the ServiceNow platform.
  • Utilized JavaScript extensively to customize ServiceNow forms, workflows, and business rules, enhancing user experience and automating complex business processes.
  • Leveraged extensive knowledge of Glide APIs, including Glide Record for database interactions, Glide Form for UI manipulation, and Glide System for system-level operations, to develop custom solutions and enhancements within the ServiceNow platform.
  • Collaborated with finance stakeholders to incorporate hardware asset management data into budget planning.
  • Maintained service level of agreement (SLA) and monitored SLA workflow. Set up SLA for the incident, problem, and change management processes as per requirement.
  • Created a user-friendly service catalog in ServiceNow where employees can request new hardware assets, replacements, or consumables.
  • Implemented IT Asset Management - HAM and SAM to take detailed inventory in making best decisions and use of the IT asset resources and avoid waste of asset purchases.
  • Ensured compliance with vendors and within organization by carrying out effective planning, monitoring, and recording of hardware and software assets.
  • Configured request fulfilment workflows to automate the provisioning process, including approvals, procurement, and deployment.
  • Performed the installation and configuration of multiple MID Servers on physical and virtual servers, ensuring they meet the system requirements and are properly connected to the ServiceNow instance.
  • Extended the CMDB to include consumable items such as printer supplies, batteries, and office stationery.
  • Managed and enhanced ServiceNow Discovery and ServiceNow Services Mapping for cloud inventory.
  • Implemented processes for delivering assets to remote employees efficiently.
  • Defined and created multiple Discovery schedules within the ServiceNow instance, specifying the MID Server, discovery type, and IP addresses to query.
  • Experience setting up and managing Discovery schedules in ServiceNow, including a detailed understanding of the technical and operational aspects of Discovery.

SERVICENOW ADMIN/DEVELOPER (Consultant)

NORTH TEXAS TOLLWAY AUTHORITY
02.2019 - 06.2022
  • Customization of ServiceNow OOB modules such as Configuration Management, Incident, Knowledge, Change, Problem etc.
  • Good experience with all Glide APIs, such as Glide Record, Glide Form, Glide User, Glide Sessions, Glide System, Glide Date, Glide Aggregate
  • Good Knowledge of Java Script, Python, SQL, HTML, CSS
  • Provided regular updates and reports to finance stakeholders on asset inventory, procurement status, budget utilization, and financial performance, fostering transparency and accountability.
  • Defined SLA, OLA, and Contract for customer
  • Created notifications based on user requirements and configured inbound email action to create incidents or requests.
  • Experience in working with email notifications, inbound actions, reports.
  • Developed and implemented appropriate procedures to record and monitor IT assets – HAM & SAM ensuring quality control throughout the lifecycle of the company assets.
  • Creating standard consolidated CI template for data gathering, and related transform maps for loading data
  • Worked on all types of CI classes including app servers, email servers, network devices like switch, etc.
  • Involved in all stages of change implementation.
  • Experience in the creation of catalog items, record producers, workflows, and associated activities.
  • Manages data with Tables, the CMDB, Import Sets, and Update Sets.
  • Performed data modelling for mapping clients CI into out-of-the-box tables.
  • Created custom CI classes and attributes.
  • Good experience in Agile Development and SDLC Processes.

FULL STACK DEVELOPER CONSULTANT

WALMART
10.2018 - 01.2019
  • Managed source control repositories with Git, including branching strategies and pull requests.
  • Developed responsive websites based on client requirements.
  • Created reusable components that can be shared across different projects, reducing development time.
  • Led effort to specify, improve, and implement functionality of UI and UX best practices.
  • Monitored the functioning of equipment to ensure system operated in conformance with specifications.
  • Utilized scientific analysis and mathematical models to predict and measure outcomes and consequences of designs.
  • Performed daily strategic management of hardware and software asset.
  • Conferred with data processing or project managers to obtain information on limitations or capabilities for data processing projects.
  • Obtained and evaluated information on factors such as reporting formats required, costs and security needed to determine hardware configuration.

DATA ANALYTICS

SKYE BANK PLC NIGERIA
03.2016 - 08.2017
  • Collaborated with cross-functional teams such as engineering, marketing, sales, and operations to understand their needs and develop appropriate solutions.
  • Implemented security measures like encryption techniques to protect sensitive information from unauthorized access.
  • Wrote new functions and applications in programming languages to conduct analyses.
  • Tested, validated, and reformulated models to deliver accurate prediction of outcomes of interest.
  • Performed feature engineering on high dimensional datasets to improve accuracy of predictive models.
  • Recommended data-driven solutions to key stakeholders.
  • Used Python, Java, and other programming languages to efficiently gather and analyze large data sets.

Education

Bachelor of Science - Computer Science

Western Governors University
Salt Lake City, UT
12-2026

Bachelor of Science - Economics

LAGOS STATE UNIVERSITY
01.2017

Skills

  • Service Catalog, Record Producer, Order Guide
  • Custom/Scoped Application and Service Portal configuration
  • Update Set, Import Set, Export Set
  • Formatters, Plugins
  • SDLC, Agile & Scrum Methodology
  • ITAM (HAM & SAM)
  • ITILv3 and ITILv4
  • Jira
  • User Criteria
  • ITOM (Discovery & Service Mapping)
  • Integration
  • Flow Designer
  • Workflow
  • Access Control List (ACL)
  • JavaScript, SQL, Python, Angular, HTML
  • Strong Interpersonal Skills
  • Project Management
  • Incident/Problem/Change/Knowledge and Service Catalog Management
  • UI Action, UI Policy
  • Data Policy, Business Rule
  • Email Notification
  • Workflow Customization and Automation
  • Dashboard Report, Schedule and Scheduled Jobs, Power BI, Excel
  • Event Registry
  • Self-started, flexible, innovative, and adaptive

Certification

  • Certified Implementation Specialist – Discovery
  • ServiceNow Certified System Administrator
  • Micro-Certification - Automated Test Framework
  • Micro-Certification - Flow Designer
  • Micro-Certification - CMDB Health

https://partnerportal.service-now.com/partnerhome?id=verify_certificate

Timeline

Technology Engineer/Developer

PNC Bank
01.2024 - Current

SERVICENOW ADMIN/DEVELOPER (Consultant)

TEXAS HEALTH PRESBYTERIAN HOSPITAL
07.2022 - 12.2023

SERVICENOW ADMIN/DEVELOPER (Consultant)

NORTH TEXAS TOLLWAY AUTHORITY
02.2019 - 06.2022

FULL STACK DEVELOPER CONSULTANT

WALMART
10.2018 - 01.2019

DATA ANALYTICS

SKYE BANK PLC NIGERIA
03.2016 - 08.2017

Bachelor of Science - Economics

LAGOS STATE UNIVERSITY

Bachelor of Science - Computer Science

Western Governors University

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