SUMMARY:

• A Qualified IT Professional with 7+ years of experience with more than 5+ years of experience as a ServiceNow Consultant with Strong knowledge in ITSM applications administration and tech support.
• Experienced in leveraging the IT Service Management framework for Incident, Problem, Change and Asset Management processes following ServiceNow best practices.
• Good Knowledge of ITIL and ITSM best practices.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in working with ACL’s.
• Hands on experience in obtaining requirements from Business Users and Subject Matter Experts and documenting the Business Requirements.
• Functional knowledge and implementation experience of ITSM frameworks.
• Familiar with different ServiceNow releases Eureka, Fuji and Geneva, Helsinki.
• Expertise on creation of workflows for Service Catalog items in ServiceNow.
• Experienced in Loading, manipulating and maintaining data between ServiceNow and other systems.
• Hands - on experience with implementing configurable SLA management and License management.
• Worked with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists etc. in ITIL/ITSM V3 processes.
• Familiar with ServiceNow Orchestration.
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Having Extensive knowledge on SSO, LDAP and active directory Integrations.
• Configuration and customization of Help Desk, Change/Incident/Problem/Asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements.
• Familiar with ServiceNow Content Management System (CMS).
• Hands on experience in creating Users, roles and User Groups.
• Developed solutions using JavaScript, Ajax, Web Services REST, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Hands on experience in Java Script, Angular JS, AJAX, CSS, HTML and Bootstrap.
• Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM.
• Strong work experience on Relational database management systems (RDBMS) Oracle and SQL server.
• Experience with working on UNIX / LINUX, Windows Operating Systems.
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

TECHNICAL SKILLS:

ITSM Tools: Service-Now, HP Service Manager

Languages: C, C++, HTML, XML, JavaScript, Angular JS, SQL, CSS, Bootstrap.

OS: Windows - 2008, 2003, 2000, XP, Win 7; UNIX - Linux, Solaris

Databases: SQL Server, MySQL, Oracle 10G, MS Access

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

J2EE: JSP, Servlets, Struts, Spring, Hibernate, JNDI, JMS

PROFESSIONAL EXPERIENCE:

Confidential, MD

ServiceNow Developer/ Admin

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Created functional and technical specifications documents for various ServiceNow modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in ServiceNow.
• Implemented Single Sign On(SSO) using SAML 2.0
• Integrated with Microsoft SCCM and discovered all windows servers and work stations.
• Configured Event Management (ITOM) by configuring Connector Instances and Connector Definitions.
• Set up Discovery Module to load Configuration Items and Relationships into Service Now.
• Created Event Transform Rules, Event Mapping Rules, Alert rules and Event Assignment Rules.
• Created inbound Email Actions to create incidents and Service Requests based on incoming emails.
• Created Order guides using variables and variable sets.
• Created complex work flows for both standard and nonstandard catalog items.
• Worked on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly.
• Loaded Configuration Items and relationships from excel files into service now using import sets and transform maps.
• Created suggested relationships for configuration items in CMDB.
• Created Asset Modal Categories and Asset Modals to relate Configuration items to Assets. Worked on various Asset Management Modules.
• Created various Business Rules, Client Scripts, UI Policies and Data Policies.
• Worked with ACLs to secure data and applications in ServiceNow.
• Responsible for migrating code between instances using Update Sets.
• Load Catalog items from third party tools (WAM) into ServiceNow and created workflows for catalog request.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5 .
• Configured multiple forms for Asset module using Configuration Management Database .
• Writing Catalog client scripts and UI policies to make client side changes.
• Configured Data Archiving to improve the search functionality in ServiceNow Platform.
• Created the UI pages to use them in catalog items, implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Confidential, Middletown,NJ

ServiceNow Developer/Admin

Responsibilities:

• Working with client and functional requirements within ServiceNow.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and domain separation for Service-Now Instances.
• Working with client and functional requirements within ServiceNow.
• Implemented SLAs, ACLs, Catalog Clint Scripts, Catalog UI Policies as per the requirements
• Worked with Verizon E-bonding Integration by modifying OOB Script Includes.
• Facilitating rollout of new applications and modules.
• Customized SDLC module to manage Software development projects.
• Service Catalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Integrated with Active Directory using LDAP for authentication and Loaded users, groups and roles into Service Now.
• Designed many email templates by using HTML and JELLY scripting and used them in notifications
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many CI’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also, worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid ServerScript Includes to fulfill the requirements.

Environment: ServiceNow, AJAX, JavaScript, CSS, XML, HTML, XHTML, Windows 7.

Confidential - Camden, NJ

ServiceNow Developer

Responsibilities:

• Responsible for gathering the requirement from the client and preparing functional and technical specifications documents for various ServiceNow modules.
• Responsible for preparing functional and technical specifications documents for various ServiceNow modules.
• Conducted review sessions with end users, identifying their difficulties and changing the applications as per their requirements.
• Managed User Administration in ServiceNow providing the required levels of Access for the customized solutions.
• Created transform maps for importing CMDB data.
• Developed Catalog Requests and Record Producers which includes creating Variables and Variable sets, designing workflows and execution plans.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Created and managed SLA definitions for deferent Service Groups.
• Performed Service Catalog/Change/Incident/Service Level Management Implementation.
• Created custom Notifications for Incident/Change/Catalog Request.
• Created UI Actions, UI Policies.
• Created ACL’s for tables/forms/modules and managed user/group roles.
• Conducted review meetings with business users and QA team for the design and documentation.
• Performed Import Export of data sets from Dev to other environments.
• Created custom tables, based on business needs.
• Created Inbound Email Integrations.
• Developed custom reports and scheduling the reports as per the client requirement.
• Responsible for on-going enhancement and maintenance of the ServiceNow platform.

Environment: Service now, Java Script, Ajax, Record Producers, Script Include, Client Scripting, Workflows, Notifications and ACL’s.

Confidential - Charlotte, NC

ServiceNow Developer/Admin

Responsibilities:

• A Service Now expert with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management
• Discussing the business requirements with clients and documenting them into process requests.
• Built forms from scratch along with advanced customizations at the level of UIMacros/UI page as per the complex requirements.
• Created a lot of clients’ scripts/UI policies also with a lot of high-level customizations like attaching a custom events and DOM-injection with JQuery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Created many scripts which includes, Business rules (server side code)and modified OOB
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Responsible for the Service Now tool administration module and creation of new Users, Groups, Roles, IT Services, Application, Business Services, Routing rules and Blackout Freeze rules
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Created complex transform scripts in transforming the data into the SNOW database.
• Create generalized framework for repeating problems and incidents.
• Design and Implementation of service requests through service catalogue in service now.
• Creating scheduled tasks, monitoring the ticket queues and generating statistics.
• Working knowledge of Knowledge articles, incidents, CMDB and dictionaries.
• Creating catalog items, workflows, inbound emails actions and update sets for service requests.

Environment: ServiceNow, JavaScript, HTML 5, Windows 7.

Java script/PHP Developer

Confidential

Responsibilities:

• Built Web pages that are more user-interactive using HTML5, CSS3, JavaScript, EMCA Script, Bootstrap, ReactJS and AngularJS.
• Worked on implementing React-Router to turn application into single page application (SPA).
• Implement the features of AngularJS, like data binding, routing, custom filters, custom directives, string interpolation to meet custom requirements.
• Worked on ReactJS Virtual Dom and React views, rendering using components which contains additional components called custom HTML tags.
• Worked on JavaScript for page functionality and responsive tooltip plugins using jQuery.
• Evaluated forms, events, keys, Router, Animations and flux concept using ReactJS.
• Developed Promotions app in the current Product according to Client requirement using AJAX and JSON.
• Developed database design using MySQL.
• Used CURL for automated scripts which run overnight.
• Worked on Web-based application using PHP as back-end and used Objected-Oriented design.
• Integrating Shipping services into our Product like USPS, FedEx, UPS.
• Participated in everyday SCRUM meetings to discuss about ongoing project and related issues.
• Participated on the end user testing to get the feedback of the project.
• Used Mercurial version control for software development.

Environment: HTML5, CSS3, Bootstrap, JavaScript, jQuery, Redux, ReactJS, MySQL, Webpack, AJAX, JSON, RESTful Web Services, NodeJS, Grunt, Karma, PHP, Mercurial and Agile.