SUMMARY:

• Around 6 years of IT experience with 3+ years of Experience in Implementation and Customization of ServiceNow (ITSM Platform).
• Experience in Installation and Configuration of different modules of Service - Now.
• Experience in Technical implementation of Incident, Change Management, Problem Management, HR Case Management, Service Catalog, Knowledge Management, Configuration Management, Reporting, Discovery and Integrations, Service Requests, SDLC.
• Experience in end to end implementations of Service Now.
• Experience to integrate third party software products like PeopleSoft, Documentum and Absence Management System.
• Experience in Object Oriented analysis design and application development.
• Experience in developing dynamic widgets using Service Portal in Service Now.
• Experience in integrating Active Directory using LDAP.
• Experience in creating Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Experience on creation of workflows for Service Catalog items in Service-Now.
• Experience in create, monitor, modify, and publish service catalog workflows with approvals and proven experience in email integration.
• Experience in create an access control rule (ACL). Use of scripting tools and Service Now functionality to create script to automate routine tasks being done in Service Now.
• Experience in Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Experience in web development using HTML, JavaScript.

TECHNICAL SKILLS:

Cloud Technologies: ServiceNow (ITSM), ITIL (Process).

Programming: C, Java, SQL, XML, HTML, CSS, JavaScript, Glide Script, Bootstrap.

Software & IDE: Eclipse, Microsoft Office.

Operating Systems: Windows, Unix, Mac, Linux.

Databases: SQL Server, MS Access, Oracle SQL.

Méthodologies: SDLC , Waterfall, Agile, Scrum.

Other tools: MS Office, MS Visio, Rally, JIRA, GIT.

PROFESSIONAL EXPERIENCE

Confidential, Chicago, IL

ServiceNow Admin/Developer

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current requirement in Service now.
• Projects were implemented on agile framework.
• Monitored and performed Service now admin activities which involve user and group administration.
• Worked on HR case Management application called Help Hub, where internal and external employees submit the requests which are created as HR cases under different COE’s for processing.
• Responsible for creating various workflows and reports for Incident Management, Change Management, Problem Management, Service Requests, CMDB, Service Catalog, Record Producers, Knowledge Management and SLA’s.
• Implemented the “Round Robin” process for HR Case Management groups using the OOB module “On-Call Scheduling”.
• Enhanced the existing Change Management Module to onboard the software functional change advisory board to review all the change requests.
• Involved in integrating ServiceNow HR application with third party applications like PeopleSoft, Documentum and Absence Management System using REST API Web-services.
• Defined classifiers and identifiers to direct the discovery tool to gather the information of the configuration items with no error.
• Experience in building the reports using Database Views.
• Created Schedule Jobs to run scripts, to import data by running Scheduled Transform Maps.
• Web development experience Using Angular JS, JavaScript, HTML and CSS in developing dynamic websites with emphasis on Service Portal.
• Used ACL’s for controlling the security mechanism in ServiceNow.
• Implementation of Notifications, Email templates, Validation Scripts.
• Developed and configured Business Rules, UI Policies, UI Actions, Catalog UI Policies, Scheduled Jobs, Client scripts, Script includes as per the Business needs.
• Creation of Email Notifications and Inbound Email Actions for triggering notifications and updating respective records in service now.
• Creation of Workflows for various tables and Catalog items.
• Creation of Service Catalog requests, Catalog Items with variables and Ordered Guides.
• Customizations Migration between Instances (Dev, Test, Prod) using Update Sets.

Environment : ServiceNow, JavaScript, Angular JS, Html, CSS, XML, Glide Script, Web Services, SQL.

Confidential, Minnesota, MN

ServiceNow Developer.

Responsibilities:

• Worked with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow.
• Use JavaScript to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Created various workflows for Incident Management, Change Management and Service Requests.
• Implementation, customization and configuration of different Service Manager Modules like Change Request, Problem, Service Catalog and Knowledge.
• Actively involved in end user portal design, and also on the ongoing support and maintenance using Service Portal application in Service Now.
• Developed automated mappings to schedule the load of files on daily, weekly and monthly basis using Scheduled job, transform map.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Relationship mapping of different CI’s using BSM map, ongoing troubleshooting of CMDB CI’s, its asset and models.
• Experience in Discovery process which identifies the hardware that is running on client network and using discovery to load configuration information to CMDB.
• Involved in testing Service-Now form and reports for correct mapping of the objects and data correctness.
• Integrated ServiceNow with Database of PeopleSoft using JDBC to import user details through transform maps and import sets.
• Created Dashboards and Reports that could be exported in different formats on the performance analytics application.
• Prepared documentation for requirements Design, Installation and unit testing and system integration of Service-Now.
• Designed, developed, and maintained the report portal that provides user access to scheduled reports and report parameters.
• Involved in testing reports for correct mapping of the objects and data.
• Worked in production support for all the Service-Now and report related issues.

Environment: ServiceNow, Oracle 10g, SQL Server 2005, UNIX.

Confidential, Woodlands, Texas

Software Developer

Responsibilities:

• Involved in Planning, designing and coding for projects and developed modules using Java, HTML and build code using Eclipse and deploy it using Apache Tomcat.
• Design and Develop Java Application in an Agile Environment.
• Involved in using Core java concepts - Collections, Exception Handling, Multi-Threading.
• Involved in developing front end forms using HTML, CSS, and JavaScript.
• Used WebLogic application server for deploying and Apache Tomcat for testing application locally.

Environment: Java, J2EE, Eclipse, SOAP Web services, JavaScript, MS SQL.

Confidential

ServiceNow Developer

Responsibilities:

• Involved in analysis of end user requirements and worked closely with team lead and Business analysts in understanding the current requirement in Service now.
• Monitored and performed Service now admin activities which involve user and group administration.
• Responsible for creating various workflows for Incident Management, Change Management, Problem Management, Service Requests.
• Used ACL’s for controlling the security mechanism in ServiceNow.
• Developed and configured UI Policies, UI Actions, Catalog Client Scripts, Catalog UI Policies.
• Creation of Workflows for various tables and Catalog items.
• Creation of Catalog Items, Record Producers and Ordered Guides.
• Customization, migration between Instances using Update Set.

Environment: ServiceNow, Java Script, CSS, HTML, Tomcat, Oracle, XML.

Confidential

UI Developer

Responsibilities:

• Involved in Planning, designing and coding for projects and developed modules using Java, HTML and build code using Eclipse and deploy it using Apache Tomcat.
• Developed interactive and user-friendly web pages using CSS, HTML, JavaScript and created test scripts for Unit testing.
• Worked on complex SQL statements, and implemented various codes and functions.
• Involved in the process of software testing and fixing bugs found while testing.

Environment: Java, J2EE, Eclipse, HTML, CSS, JavaScript, MS SQL.