Matthew Ruggiero
Cherryville
Summary
Results-driven ServiceNow Developer with demonstrated experience in ITSM, ITOM, ITAM, CSM, and CMDB. Proven expertise in JavaScript, workflow automation, and API integrations. Effective leader skilled in mentoring teams, optimizing systems, and aligning solutions with strategic business goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior ServiceNow Developer
Accenture Federal Services
05.2024 - 03.2025
- Assisted in developing a brand new ServiceNow instance for US Forest Services.
- Implemented Agile 2.0 to ServiceNow and implemented Agile Processes amongst the team.
- Worked with JavaScript, SQL, Data Source Imports, and backend scripting (client scripts, business rules, script includes, rest messages, email scripts, events).
- Updated technical documentation, product specifications, and technical training materials.
- Collaborated with stakeholders regarding project capabilities and limitations to deliver optimal functionality.
- Handled automation of data imports via SQL, REST, and Excel sheets. Programming the mapping manually when needed and handling JSON outputs.
ServiceNow Developer
Novant Health
08.2022 - 05.2024
- Developed and maintained advanced ServiceNow applications, streamlining workflows and scripts for business needs.
- Successfully optimized system efficiency, achieving a significant reduction in response times from 8000ms to 500ms. This enhancement markedly improved user experience and operational efficiency.
- Played a pivotal role in a complex user migration project. Developed sophisticated scripts for seamless integration with the LDAP server, ensuring accurate and automated synchronization of ServiceNow data. This involved meticulous sys user matching, ensuring accurate archival and updating of user records.
- Directed the strategic transition of Novant Health from an older mobile platform (Mobile Studio) to the more advanced Mobile App Builder. This transition was instrumental in enhancing mobile application development capabilities and user interface experiences.
- Authored an innovative script to recover deleted attachments from records. This script was a key development, enabling the construction of queries that generate URLs for downloading lost attachment data, which can then be reimported and re-associated with the relevant records, significantly simplifying the recovery process and reducing the need for extensive user intervention.
- Led and mentored junior developers, offering expertise in scripting and problem-solving.
- Partnered with various teams to align ServiceNow solutions with strategic goals, acting as a key expert in platform functionalities.
- Resolved complex technical issues in ServiceNow applications, enhancing system integrations with innovative problem-solving.
- Authored detailed documentation for ServiceNow systems and trained stakeholders, simplifying technical concepts for diverse audiences.
- Continuously improved ServiceNow solutions, focusing on performance enhancement and user experience.
ServiceNow Developer
Academy Mortgage Corporation
05.2021 - 08.2022
- Performed essential configuration tasks in ServiceNow, including setting up system policies, defining business rules, and creating client scripts.
- Managed user profiles, groups, and roles in ServiceNow, ensuring appropriate access levels and security measures were maintained.
- Worked with data in ServiceNow, utilizing tables, import sets, and update sets.
- Developed and oversaw the preparation of systems and testing criteria for upgrades, service packs, new functionalities, enhancements, and error correction in ServiceNow.
- Handled the creation and maintenance of development documentation in ServiceNow, including technical designs, developer notes, and knowledge base articles.
- Managed the application code and user interface in ServiceNow, ensuring optimal functionality and user experience.
- Integrated third-party components and tools into the ServiceNow environment, enhancing system capabilities and performance.
- Draper, Utah
ServiceNow Developer
Wayfair
02.2019 - 06.2020
- Worked on Change Management, ITSM, and Java Scripting.
- Managed Catalog Creation, Service Portal updates, Local Update Sets, Workflow Creation, Email notification systems, and Table Creation.
- Designed and developed application scripts for test scenarios.
- Designed new features for mobile apps to provide mobile functionality for brand features.
- Delivered support training to help customers learn key features of applications.
IT Support Engineer / ServiceNow Administrator
Wayfair
06.2018 - 02.2019
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Identified and immediately resolved issues with network devices.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Authored documentation for system configuration and troubleshooting.
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Devised scripts and automation tools to improve system efficiency.
- Began administrator work for ServiceNow, working with form layouts, UI policies, and work flows.
IT Support Technician
Lowe's Companies, Inc.
04.2016 - 06.2018
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Helped streamline repair processes and update procedures for support action consistency.
- Used ticketing systems to manage and process support actions and requests.
IT Support Technician
Graystone Eye
04.2015 - 03.2016
- Inventoried hundreds of new computers and completed rollouts as necessary.
- Monitored system performance to identify potential issues across multiple locations in NC.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
IT Project Technician
Lowe's Companies, Inc.
02.2014 - 03.2015
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
Computer Technician
We Fix Computers
06.2011 - 01.2014
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
Education
Bachelor of Science - Computer Science
Lenoir–Rhyne University
Hickory, NC06-2016
Skills
- ServiceNow Development
- Scrum framework
- Agile Methodologies
- LDAP Administration
- Demand management
- Workflow configuration
- Test management
- Version control systems
- JavaScript programming
- Shell Scripting
- Incident management
- RESTful apis
Websites
Certification
ServiceNow Automated Test Framework
Timeline
Senior ServiceNow Developer
Accenture Federal Services
05.2024 - 03.2025
ServiceNow Developer
Novant Health
08.2022 - 05.2024
ServiceNow Developer
Academy Mortgage Corporation
05.2021 - 08.2022
ServiceNow Developer
Wayfair
02.2019 - 06.2020
IT Support Engineer / ServiceNow Administrator
Wayfair
06.2018 - 02.2019
IT Support Technician
Lowe's Companies, Inc.
04.2016 - 06.2018
IT Support Technician
Graystone Eye
04.2015 - 03.2016
IT Project Technician
Lowe's Companies, Inc.
02.2014 - 03.2015
Computer Technician
We Fix Computers
06.2011 - 01.2014
Bachelor of Science - Computer Science
Lenoir–Rhyne University
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