Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Notable integrations
References
Timeline
Generic

Kimani Tillman

DE

Summary

Accomplished Senior ServiceNow Developer with deep expertise in integration design, automation, and scalable technical architecture. Recognized for strong communication and problem-solving skills, consistently delivering innovative business solutions, enhancing customer satisfaction, and driving results through advanced ServiceNow development and data-driven optimization. I am an innate problem solver with a strong analytical mindset. I stop at nothing to learn and learn continuously in an ever-changing landscape of business and IT. I love ServiceNow as a platform for the speed of development and ideation. I have been involved with ServiceNow development since the Calgary version was released in 2012–2013.

Overview

13
13
years of professional experience
1
1
Certification

Work History

ServiceNow Senior Solutions Architect

Acrisure LLC
Grand Rapids, MI
06.2022 - 06.2025
  • Developed various integrations of ServiceNow with various third-party systems, including CSC (cscglobal), Legal ONIT-CLM, and Azure DevOps. These ranged from custom RESTful services to external endpoints, as well as ServiceNow-provided spoke configurations.
  • Responsible for the creation of Service Catalog service offerings, supporting various internal business units. These catalog items ranged from your basic form with a single task to very complex forms performing client-side integrations to third-party systems via Glide-AJAX, and supporting script includes.
  • Ensured adherence to best practices and industry trends concerning ServiceNow platform, recommending enhancements as needed to team and contractors. For example, ECMAScript 2015 (ES6) is now supported on the platform. Part of my duties was to educate the other developers on the latest ES6 features (e.g., arrow functions, template literals, collections such as Set(), and block-scoped keywords such as let).
  • Responsible for the code review of onshore and offshore developers.
  • Responsible for the creation of technical solution design documents for all projects. These documents were reviewed and signed off by various internal stakeholders prior to development work.
  • Responsible for the creation of dashboards and performance analytics indicators/widgets. These were published to various dashboards for consumption by business units. Creation of indicators ranged from basic condition indicator source-only scores to complex formula indicators, with indicator source fact tables derived from metric definitions and metric instances.
  • Implemented Predictive Intelligence solution stores against incident table. This allowed for automatic suggestion of assignment group, category, and CI based on the incident short description. Created a UI action 'NOW Intelligence' to allow ServiceDesk and other business units a single button click to invoke the ML solution store, so that when pressed, the assignment group, category, and CI would automatically populate.
  • Developed many other solutions utilizing a wide variety of platform features, including the Virtual Agent designer, NLU workbench, process automation, and workspaces.

ServiceNow Developer

Berkley Technology Services
Wilmington, DE
07.2012 - 06.2022
  • Developed feature-rich service offerings utilizing Service Catalog, record producers, and order guides.
  • Created automated solutions utilizing workflow designer (legacy). Some solutions pertained to automated software delivery via SCCM, Active Directory, and Nexthink integrations.
  • Responsible for the setup and support of mid-servers within the environment. These mid-servers supported various orchestration efforts utilizing dependencies of PowerShell.
  • Lead efforts for the configuration of the CMDB, and the population of CMDB tables via Discovery.
  • Responsible for the development of custom, reusable script includes to support the ease of development for the overall team. Example: functionality that allows various table CRUD operations (GlideRecord) from client forms, and RESTful class call abstraction, which makes it easier for novice developers to make RESTful calls to endpoints.
  • Service Portal and Service Portal widget development. Work here utilized the Angular framework for custom form development for business units where the Service Catalog was not robust enough.
  • Performed ETL operations against many tables (custom and OOB), using data sources, transform maps, and transform scripts.
  • Generated multiple inbound actions to enhance external system task-driven tickets.
  • Responsible for overall instance health.
  • Assisted in developing standards for coding practices across the organization.
  • Responsible for troubleshooting production issues reported by end-users related to ServiceNow components.

Education

Associate of Arts - Accounting

Community College of Philadelphia
Philadelphia, PA
06-2001

Computer Science

University of Pittsburgh
Bradford, PA

Skills

  • AI search
  • API design and management
  • API development
  • Automation
  • Business solutions
  • Business rules
  • Client-side scripting
  • CMDB
  • Code review
  • Custom application development
  • Customer relations
  • Customer satisfaction
  • Developing modules
  • Discovery
  • Effective communication
  • Employee Center
  • Financial services (credit card, core)
  • Flow Designer
  • Genius Results
  • Glide AJAX
  • HRSM (round robin and skills management)
  • Integration design
  • ITSM
  • Javscript
  • NLU Workbench
  • Order guide
  • Performance analytics
  • Predictive Intelligence
  • Problem solving
  • Process automation
  • Process optimization
  • Record producers
  • script include
  • Service Catalog
  • Service Catalog management
  • Service portal
  • ServiceNow development
  • Solution optimization
  • Technical architecture
  • Technical documentation
  • Virtual Agent Designer
  • Workflow (legacy)
  • Workflow automation
  • Workspaces

Certification

  • AXELOS ITIL Foundation
  • Micro-Certification - Predictive Intelligence
  • Agent Intelligence

Accomplishments

  • Earned recognition for my work surrounding AI-Agents pertaining to micro language models (Acrisure - July 2024).

Notable integrations

  • Azure DEV OPS
  • CG4 asset management
  • CrowdStrike (inbound action=>incident table)
  • CSC (https://www.cscglobal.com/)
  • FEDEX tracking
  • Legal ONIT-CLM
  • Microsoft Azure AD Spoke
  • Microsoft SCCM
  • Nexthink
  • Nucleus
  • On-Call/Twilio
  • Snowflake
  • Virtual Agent - Enable Integration with MS Teams
  • XiO Cloud Integration)

References

References available upon request.

Timeline

ServiceNow Senior Solutions Architect

Acrisure LLC
06.2022 - 06.2025

ServiceNow Developer

Berkley Technology Services
07.2012 - 06.2022

Associate of Arts - Accounting

Community College of Philadelphia

Computer Science

University of Pittsburgh

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Kimani Tillman