SUMMARY

• 14 years of experience in IT industry with extensive experience in various IT implementation frameworks.
• Over 6+ years of experience in Architecture, design, development, customization & administration of ITSM, ITOM suite of applications.
• Excellent knowledge in design, development, implementation and administration of ServiceNow and end - user experience in HP Service manager, Borland StarTeam
• Good experience in developing effective, intelligent solutions and architecture for complex business problems in ServiceNow ensuring adherence to ITIL standards Industry and ServiceNow best practices.
• Good working Experience in Eureka, Fuji, Geneva, Helsinki, Istanbul, Jakarta and Kingston.
• Hands on experience in creating the custom Applications, Modules, Security in ServiceNow. Used studio extensively to develop scoped applications.
• Extensive experience in design and implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts and Validations Scripts, fix scripts, Scheduled jobs, Events, Notifications, Email scripts.
• Strong experience in working on user interface applications and professional web applications using HTML, CSS, JavaScript and XML.
• Experience in migrating between various environments in ServiceNow using Update Sets, Cloning, Deployments.
• Expertise on creation of workflows for Service Catalog items in ServiceNow and in Orchestration activities.
• Excellent experience in ServiceNow Administration and Production support including maintenance of lower life cycle instances.
• Experience in creating access control rules (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• In depth knowledge in Asset management, CMDB, Configuration and DISCOVERY tool.
• Good experience in building integrations with external systems and tools using REST and SOAP web services.
• Experience in working on integrations and data loads using Import Sets, transformation maps, SOAP and REST web services. Strong experience in working with Scripted Web services, Script Includes.
• Experience with Service portal, widgets, Angular JS, Compass CSS Framework, Bootstrap, CMS.
• Hands on experience in web development using HTML, JavaScript, Jelly.
• Experience in leading, managing teams and projects in both Waterfall and Agile models and acted as Scrum master.
• Worked on implementation, enhancement and support projects and has experience in all phases of projects and in onsite-offshore hand of models.
• 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, documentation, interpersonal skills.
• Solid understanding of the business processes and issues especially in the IT industry.
• Ability to communicate effectively both internally and with clients at all levels, including technical peers to non-technical senior management with a culture of openness.

TECHNICAL SKILLS

• ServiceNow, HP Service manager, HTML, JavaScript, Angular JS, Glide Ajax, Web services, XML, JSON, REST, SOAP, SQL, Java, Unix, AWS Discovery, ITSM, CMDB, Asset Management, Incident Management, Problem Management, Change management, Request management, Orchestration, SAP-ABAP

PROFESSIONAL EXPERIENCE

ServiceNow Solution Architect/ORCA DevOps Engineer

Confidential

Responsibilities:

• Design orchestration and automation solutions to overhaul, optimize manual processes to eliminate manual sub processes.
• Study the system architecture of the various external applications and identify integration points with ServiceNow.
• Conduct blueprinting workshops with Application owners to understand the existing processes in place and identify avenues to automate and integrate with ServiceNow.
• Build automation in the areas of f5 infrastructure, SQL server installation, SharePoint server installation, Firewall automations, Hyper V server additions and power on processes.
• Develop solutions in unison with DevOps tools and incorporate the DevOps delivery capabilities into the orchestration solutions to roll out to member firms.
• Build complex orchestration and automation workflows with both OOB and custom activities using activity builder to achieve the automation.
• Set up custom REST messages with methods and SOAP messages with functions to complement the OOB functionality available with Orchestration plugin.
• Build front end using Service portal supported by Service catalog items to provide request forms for users.
• Develop scoped applications for each project including the scripts for backend functionality.
• Package the changes and deploy in higher environments and coordinate the testing with application owners and end users.
• Coordinate with Firewall and Proxy teams to enable ServiceNow connectivity across the environments.
• Installation of MID servers on Windows based virtual systems system on Cloud infrastructure and troubleshooting problems with the tool configurations.
• Upgrade patches on the MID servers, IP ranges and capabilities to and keep them up to date.

Environment: ServiceNow - Kingston, Jakarta, Windows 11, XML, VSTS, Thycotic secret server, GLB, Chef.

ServiceNow Solution Architect/Sr Developer

Confidential

Responsibilities:

• Identification of gaps in the current CMDB implementation and formulate a comprehensive ITOM and Discovery implementation strategy.
• Re architect the system integration landscape to retire unwanted and cumbersome applications and replace them with ServiceNow out of box capabilities.
• Discover and consolidate the assets and CIs across the enterprise to reduce the overall risk.
• Design and develop a new implementation strategy for a complex network discovery set up.
• Preparation of a conceptual network topology map with Data centers distribution and rearrange MID servers to extract optimal performance in Discovery.
• Installation of MID servers on Windows and Unix based system networks and on Cloud infrastructure and troubleshooting problems with the tool configurations.
• Optimization and fine tuning of discovery schedules and dependency maps. Trouble shoot issues related to Discovery and schedules
• Maintenance of Discovery credentials in the system and update on a regular basis.
• Configuration management data base set up with Configuration items on key platforms to achieve 100% accuracy.
• Develop data models for the discovered data. Consolidation of CMDB data based on core element grouping and CI class.
• Creation of new custom tables to capture other element data for multiple CI classes based on organizational needs.
• Load the CI data into the CMDB while ensuring the integrity of the data.
• Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.
• Involved in the ServiceNow instance upgrade activities.
• Worked on identification of IP-enabled configuration items (CIs), map their interdependencies, and populate them in the CMDB
• Designed and reconfigured multiple forms for Asset module using Configuration Management Database.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Integrating ServiceNow with external SOAP and REST based web services
• Imported Configuration Items (CI) from third party applications using import set tables and web services.

Environment: ServiceNow - Jakarta, Helsinki, Windows 11, XML

Tech Lead - Sr ServiceNow Developer/Solutions Architect/Admin

Confidential

Responsibilities:

• Assessment of Customer ITSM needs, scoping and delivering proof of concepts to new and existing engagements.
• Propose ITIL aligned, IT management solutions to existing customer engagements and new prospects.
• Assist sales and presales teams in qualification of enterprise ITSM needs. Create and analyze demos.
• Architect solutions in ServiceNow with designs to cater to the common business needs and develop plug and play solutions.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog in ServiceNow at various clients.
• Elicit requirements, conduct workshops and blueprinting sessions, with business teams and create a high-level architecture
• Extensively worked on architecting, redesigning and optimizing integrations between ServiceNow and third-party application and tools like BMC Remedy, Rally, SAP, Cisco works, Open view OMI, MyAccess etc.
• Built simple easy solutions for complex problems involving design and configuration multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Defined, configured DISCOVERY schedules and Worked on DISCOVERY and setup MID servers and check for the connectivity.
• Involved in the Orchestration and automation of tasks.
• Worked on customization and configuration of Service Watch/Service mapping, Dashboards
• Involved in creating and configuring the SLAs as per the requirement

  Designed User Interface for Catalog Design and worked on Catalog Designer.

• Hands on experience on Design, Implementation, Configuration and maintenance of Business Rules, Script includes, Client Scripts, UI actions, UI Policies and data policies.
• Developed various reports and widgets, Configured Homepages and dashboards for various user groups for effective tracking and updates.
• Imported data from various data sources (FILE, JDBC) using import sets and transform maps.
• Involved in LDAP and OKTA integration with ServiceNow for synchronization of users and groups from active directories.
• Involved in loading assets and Configuration items into ServiceNow from third party system using Web Services and Import sets.
• Involved in migration between various ServiceNow instances using Update Sets.
• Setup MID Servers used by DISCOVERY and other integrations, troubleshooting problems with the tool configurations.
• Worked on development of Service catalog - catalog items, designing workflows and orchestration using DevOp tools like chef and puppet.
• Involved in redesigning the workflows using ServiceNow workflow editor. Reconciliation of complicated workflows to simpler form.
• Updating and implementing the latest versions of ServiceNow to keep the company focused and confident regarding the new concepts involved.
• Involved in automating the routine production support activities using PowerShell and VB Scripting and invoke them through ServiceNow orchestration.
• Responsible for the acceptance, identification, storage and withdrawal of all supported CIs and ensuring that all the CIs are registered, and these records are correct and up to date.
• Developed custom probes and sensors and designed patterns to populate CMDB with pertinent asset data.
• Worked on creating the UI pages to use them in catalog items using the UI Scripts.
• Involved in various ServiceNow customizations as per client's requirement.
• Creation of Applications, Modules, tables, Columns as per the requirement specification in ServiceNow.
• Involved in Incident Management practices, techniques, and tools.
• Worked on ServiceNow performance analytics module, involved in configuring the incident dashboard.
• Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Involved in the Upgrade planning and execution, Patch implementations
• Developed comprehensive test strategies and anchored test planning and execution during upgrades.
• Mentoring upcoming resources with complete ServiceNow ITSM framework.

Environment: ServiceNow/ Fuji, Geneva, Helsinki, Istanbul, HTML 5, JavaScript, XML, JSON, Glide Script.