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Servicenow Senior Consultant/ Admin Resume

SUMMARY:

  • A Qualified IT Professional with 9+ years of experience including around 7+ years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
  • Excellent knowledge on Service Now System Upgrades on Calgary, Eureka, Fuji, Geneva & Istanbul versions.
  • Knowledge in Design and development of CMDB (Configuration Management) in ServiceNow.
  • As a ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalogs, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
  • Experience in Configuring Orchestration & MID Server in system.
  • Excellent reporting knowledge on reporting & configuring Performance Analytics.
  • Experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
  • Excellent Knowledge on Field Normalization & Data certification process in ServiceNow.
  • Experience in Implementation, Integrations and Configuration of different modules of Service-Now.
  • Extensive experience of integrating ServiceNow with 3rd party tools and implantation of SOAP and REST API.
  • In-depth knowledge of the technical implementation of Discovery, Incident Management, Change Management, Service Catalog, Reporting, and Integrations includes LDAP, SAML 2.0, Multi Single Sign-On and SCCM.
  • Expert on ServiceNow Discovery module, comfortable deploying discoveries in a multi-datacenter environment. Proven ServiceNow implementation experience.
  • Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
  • Ensure that technical designs meet functional design requirements as well as maintain the integrity and sustainability of the application.
  • Experience in configuring Data Sources, Import Sets, SLA, LDAP and Transform maps in service now.
  • Create and maintain API and data integration processes between ServiceNow and other services.
  • Experience within the ITSM environment ServiceNow - Web Service Integration with third party applications.
  • Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
  • Expertise in Multiple CMS tools (Jelly, Glide) and implementing systems using the Agile/Scrum methodology.
  • Functional knowledge and implementation experience of ITSM frameworks.
  • Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
  • Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
  • Establish connection from within the ServiceNow Microsoft SCCM application to the SQL Server database in which Microsoft SCCM stores its data objects.
  • Hands On experience in using existing methods and procedures to create possible solutions to moderately complex problems.
  • Experience in database design using PL/SQL to write Stored Procedures, Functions, Triggers and strong experience in writing complex queries for Oracle.
  • Developed SQL Loader control programs, interfaces and PL/ SQL validation scripts to transfer flat file data into oracle database.
  • Experience developing applications using Java, J2EE, XML, AJAX and web based development tools.
  • Loads, manipulates and maintains data between ServiceNow and other systems.
  • Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS:

Languages: C, C++, JAVA, JavaScript, Jelly Script, HTML, CSS, PL/SQL, SQL, XML, Java/J2EE, PHP, Perl.

Applications: Eclipse, Oracle SQL Developer

Tools: Service Now, SUN IdM 7.0, 8.1.1 (Oracle Waveset), Eclipse, SVN, HP Quality Center (QC) 10.0, Mercury Quality Center 9.0 (QC), HP Service Desk 4.5, Tortoise CVS, OIM, OIA, OAM / OIF.

Specialties: ServiceNow, ITIL, HPSD.

Databases: Microsoft SQL Server 2008/2005/2000, MS-Access, Oracle 10g, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Packages/Tools: MS Office Suite, Toad, PuttY, Microsoft Visual Studio 2005/2010

Operating Systems: Windows, Mac, MS-DOS, Linux, Windows server 2003

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Senior Consultant/ Admin

Environment: Service Now, ITIL, SCRUM, LDAP, Active Directory, Java Script, Ajax, Web Services, XML, CSS, Oracle, PuttY, PowerShell, SNMP

Responsibilities:

  • Asset Management configured from scratch and data loaded through discovery to asset tables.
  • Create and maintain API and data integration processes between ServiceNow and other services.
  • Experience in loading assets into SNOW from third party system using Web Services and Import Sets.
  • Product catalogs configured for Software & Hardware models and updated by discovery.
  • Hardware, Software models loaded part of service now discovery.
  • Asset management workflows customized and configured based on customer needs.
  • UI page, UI Script, Business Rules, Client Scripts are created/modified for asset management integration.
  • Purchase Order (PO) logic implemented based on asset availability in Altria service now.
  • SNOW configured in service now to load the data through scheduled jobs.
  • Transfer Order (TO) implemented based on stockroom logic for assets.
  • Supported the development and maintenance of ITAM operational and financial metrics and Established support models required to achieve them.
  • Catalog models categorized based on type and loaded into model tables.
  • Software models brought through discovery and configured to update assets with correct models.
  • Data Certification configured for CMDB business applications and applications.
  • Data certifications jobs configured to send emails to complete the data certification.
  • Multi Single Sign-On plugin enabled to have multiple authentications through Service Now.
  • Multi Single Sign On enabled in Altria Service Now for security enabled users to authenticate and see restricted organization data.
  • Experience working with email notifications, inbound actions, reports, gauges, and home pages.

Confidential

ServiceNow Consultant/Admin

Environment: Service Now, ITIL, SCRUM, LDAP, Active Directory, Java Script, Ajax, Web Services, XML, CSS, Oracle, PuttY, PowerShell, SNMP

Responsibilities:

  • Configured MID Server from Scratch and configured the files to connect to service now.
  • Defined the functional needs for our ITSM system, ServiceNow, and architected the specific implementation.
  • Setup MID Server used by troubleshooting problems with the tool configurations.
  • Configured JDBC Integrations to use MID Server & scheduled them on daily/Weekly basis.
  • Upgraded MID Server as part of System Upgrades & configured them.
  • Create and implemented upgrade strategies for the current environment with specific attention to Microsoft SCCM.
  • Extended the CMDB with Network Adapter, Circuits & Switches and configured them.
  • Configured Service Now Discovery in Altria to get all Servers, Instance & Database catalogs.
  • Configured Discovery with multiple range of IP Address with discovery & scheduled to run them on Daily/Weekly basis.
  • Worked on setting up Firewalls for Service Now Discovery to pull the data through MID Server.
  • Involved in MID Servers for granted access to the SNMP devices by the ACL.
  • Created new Discovery Classifications to pull data correctly through discovery.
  • Validated Discovery Data through ECC Queue and did troubleshooting to fix the problems.
  • Experience working with email notifications, inbound actions, reports, gauges, and home pages.
  • Experience in Communicating with external web services using SOAP Messages and REST.

Confidential

ServiceNow Admin/Developer

Environment: Service Now, ITIL, SCRUM, LDAP, Active Directory, Java Script, Ajax, Web Services, XML, CSS, Oracle, PuttY

Responsibilities:

  • Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
  • Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
  • Integrated LDAP with Service Now Application to enhance application security.
  • Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
  • Assist in the import of configuration and asset data.
  • Implementation, customization and configuration of different Service Manager Modules like Change Request, ESS, Service Desk, Service Catalog, Problem and SLM.
  • Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
  • Working on Reports, dashboard designing.
  • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5.
  • Configured & Defined SLA workflow for the advance SLA configuration.
  • Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.
  • Prepared documentation for requirements, design, installation and unit testing and system integration of Service-Now.
  • Trained all the users of the reports on using Info View and exporting reports to various formats.
  • Involved in testing reports for correct mapping of the objects and data.
  • Worked in production support for all the ServiceNow and report related issues.
  • Helped SNOW team at TFS for instance upgrades and created a custom module for maintaining test scripts.
  • Involved in basic SOAP message creation and Web service implementation.

Confidential

OIM Lead/Developer

Environment: OIM, OIA, OAM / OIF

Responsibilities:

  • Created the requirement document for the new user registration process through OIM.
  • Completed the Design for assigned modules of software application.
  • Prepared functional and technical design documents for customer review.
  • Prepared use test cases, functional, integration and performance test cases.
  • Conducted self-review, peer review of design to do the coding.
  • Prepared user training documents for the new functionality developed.
  • Adhered to best practice of software development, build and deploy.
  • Prepared Data for User acceptance testing to validate the modules.

Confidential

Team Lead & Senior Developer

Environment: SUIDM Framework, JSF 2.0, Spring 2.5, Service Now tool

Responsibilities:

  • Worked on the tickets which are assigned to me and completing/closing the service calls (tickets) on time.
  • Understood the process of how to work on tickets and how to debug the issues.
  • Categorizing the tickets which are coming to our support Queue and assigning the tickets to the team members who works in support team(Only for Senior Team Member)
  • Doing RCAs(Root Cause Analysis) as part of the service calls which are assigned to me and completing the RCAs on time
  • Worked on Work Orders(WO) which are assigned to me as part of SOX(Sarbanes-Oxley) audit in support
  • Preparing document for all the RCAs/analysis which I am doing.
  • Created User Training docs which would very helpful to the end users for the issue which they face in IdM
  • Performing various monitoring tasks in production to ensure all the jobs/servers are running without any issues
  • Worked on various enhancement and bug fixing in IdM Support and did the code changes wherever it is needed in SUN IdM
  • Mentoring the juniors and providing KT (Knowledge Transfer) for the juniors who joined into support project.

Confidential

Developer/ Programmer

Environment: SUIDM Framework, J2EE, PL/SQL, Oracle 9i

Responsibilities:

  • Worked on the tickets which are assigned to me and completing/closing the service calls (tickets) on time.
  • Understood the process of how to work on tickets and how to debug the issues.
  • Doing RCAs(Root Cause Analysis) as part of the service calls which are assigned to me and completing the RCAs on time
  • Preparing document for all the RCAs/analysis which I do.
  • Fixed the bugs which I found after doing the code analysis as part of the service call and did the changes.
  • Mentoring the juniors and providing KT (Knowledge Transfer) for the juniors who joined into support project
  • Performing various monitoring tasks in production to ensure all the jobs/servers are running without any issues.

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