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George Crittenden

ServiceNow DevOps Engineer

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George Crittenden
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Demo: eBonding Overview
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Demo -- SLA Conditions
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Profile Overview
Contact me
Professional Status
Consultant
Available
About Me
As a long-time DevOps Engineer (15+ years), and now a ServiceNow Developer/Admin for 10 years, I have significant experience working with various systems, integrations, and successfully completing projects to serve assorted IT infrastructure stakeholders.
Experiences
  • Architectural Strategy & Solution Design
    Provide consulting advisement (Design, Configuration, & Implementation) for ServiceNow enterprise infrastructure & multi-tenant Service Portals.
  • Hands-On Development & Configuration
    Develop ServiceNow feature enhancements, remediate defects, & implement infrastructure integrations as part of Agile development process.
Detailed Description
  • Customized Enterprise Service Portal:
    Tailored CSM Service Portal interface, authentication models, and case submission workflows to deliver an intuitive request tracking experience for internal and external enterprise users.
  • Access Control & Data Governance:
    Designed role hierarchy and access model utilizing Role-Based Access Control (RBAC) to guarantee strict data privacy and isolate external customer data from internal records.
  • Case Routing & SLA Strategy:
    Formulated tier-based assignment strategies, escalation templates, and dynamic SLA definitions tailored to account-level criteria.
  • Module & Queue Configuration:
    Configured Advanced Work Assignment (AWA) queues, notification preferences, bounce-back rules, and OOB CSM case submission behavior.
  • Portal & UI Development:
    Built customized Service Portal components, configured portal authentication flows, and authored UI Actions for ticket reassignment and tag insertion.
  • Scripting & Data Policies:
    Developed advanced server-side logic including before-query and after-insert Business Rule automation for rate limiting and enforced platform-wide Data Policies for validation and naming conventions.