SUMMARY

• Seven (7+) years of technical experience in the areas of ServiceNow, Java/J2EE technologies.
• More than 5 years of experience as a ServiceNow Developer and Administrator.
• Experience in SDLC Design, Development, Staging phases of the projects with help of Data Flow, Process Models, E - R Diagrams.
• Experience in Service Mapping application in developing comprehensive mapping of all devices, Applications, and configuration profiles to business services.
• Proficient in the areas of Service Management Processes like Incident, Problem, Change, Knowledge, Asset, Catalog, Release in Operations Management along with other ITIL V3 processes.
• Experience in creating portfolios in collection of related programs, projects, and demands that can perform financial planning and monitor the status and progress of portfolios.
• Good understanding of ITSM process issues and challenges.
• Experience in creating Applications, Modules, Tables and Columns as per the requirements in ServiceNow.
• Strong Experience in ServiceNow components such as UI policies, UI Actions, Business rules, Client scripts, Inbound action, Roles, Email notifications, Reports, Gauges, Dashboard, Scheduled Jobs.
• Excellent hands on experience in building Catalog items, Order Guides, Record producers.
• Expertise in creation of workflows for Service Catalog items in ServiceNow.
• Impelled Update sets from development instance to test instance for unit testing, then moved to production instance.
• Hands on experience in loading the data into ServiceNow using import sets.
• Sound Knowledge in working with Users, Groups, Roles, ACL.
• Experience in using DISCOVERY to load configuration information to CMDB.
• Good Knowledge on Single Sign on, LDAP, Mid Server.
• Clear Understanding of BSM and Schema Maps.
• Expert in integrating ServiceNow with various applications through SOAP/REST Web services.
• Involved in the ServiceNow Instance upgrade activities and cloning between various environments.
• Skill in design and development of user friendly GUI’s using HTML, CSS, Java Script, Bootstrap, AJAX, Jelly.
• Expertise in application development using Java/J2EE, JSP, Struts, Spring.
• Experience in using PL/SQL, SQL Coding, UNIX Shell Scripting.
• Good team person, interpersonal and analytical skills
• Coordinating the team in participating in the CAB meetings and get the perceptions as to increase the Productivity of the tool daily.
• Integrate Azure Alerts (Service, maintenance and Health) into ServiceNow incident - Intelligent severity (prod vs Non-Prod) routing to the groups based on the service impacted, subscription and the application Impacted.
• Consume the Azure tags into ServiceNow and vice versa to keep the CI up to date (This includes Azure Iaas, PaaS items) Integration of Azure Activity into serviceNow for any provisioning or changes.
• Create incidents for changes in production environment (based on tag) without approved change control ServiceNow Request workflow for cost approval from the Dir/VP for all new provisioning

TECHNICAL SKILLS

Operating Systems: Windows, Unix, Linux

Web Technologies: HTML, CSS, JavaScript, JDBC, Servlets, Java Beans, Struts, AJAX, AngularJS, JSP

Languages: C, C++, JavaScript, Java, J2EE, SQL, XML, AJAX

Application Tools: DreamWeaver, ServiceNow, SQL, BMC Remedy

Development IDE(s): Eclipse, Net Beans, JC Creator

Web Servers: Java Web server, Apache Tomcat

Databases: SQL Server, Oracle(8i,9i,10g,11g) and MS Access, MySQL

ServiceNow Versions: Eureka, Fuji, Geneva, Helsinki, Istanbul

PROFESSIONAL EXPERIENCE

Confidential, Rochester, MN

ServiceNow Developer/Admin

Responsibilities:

• Performed, Customized and Maintained ITIL modules such as Incident, Problem, Change, Knowledge, Service Catalog, CMDB in ServiceNow.
• Created Business Rules using server-side scripting (Glide Record, Glide Element, Glide Ajax).
• Involved in configuring the UI Actions, UI Policies, Client-side scripting, Server-side scripting.
• Worked on Service Mapping and integrated with ServiceNow Discovery for Discovering enterprise infrastructure and services.
• Worked on enhancing ServiceNow with external SOAP and REST based web services.
• Built forms from scratch along with customizations at the level of UIMacros/UI page as per the complex requirements.
• Created Record Producers, Order Guides, Catalog Client Scripts, Workflows, Script Includes, Reports, Dashboards.
• Merged Service Catalog module with “Net cool” monitoring tool using Web Services and resolving the problems, while the tools are getting interrelated.
• Participated in LDAP integration with ServiceNow for attaining users and groups.
• Involved in integrating ServiceNow with BMC remedy.
• Working on order guides, to arrange them in sequential order to make the user secure while raising a request.
• Developed Service Catalog by creating new catalog items, designing workflows and execution plans.
• Created Knowledge articles to document the steps in creating the catalog items.
• Involved in migrating code between different environments using Update sets.
• Created functional and technical specifications documents for various ServiceNow modules.
• Created and customized Content Management System (CMS).
• Functioned on CMS Site by creating both static and dynamic content blocks, pages, navigation menus and themes using CSS, HTML and Jelly.
• Included in writing a lot of scripts to achieve the business functionality.
• Controlled on configuring, customization of Project management as per the requirements.
• Re-designed workflows using workflow editor, Resolved complicated workflows to simpler form.
• Writing script includes using them in reference qualifiers or variable scripting.
• Worked on CMDB and Asset Management and loaded the data into it.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Exposure to ServiceNow tools like Discovery and Orchestration environment.
• Performed Unit testing to check efficiency of the workflows.
• Worked on production support for business application to solve client reported defects.

Environment: ServiceNow, JavaScript, HTML, CSS, Jelly, SOAP, REST, Web Services, Glide Script, LDAP, CMDB, BMC remedy, Discovery, Orchestration, Incident Management, Problem Management, Change Management, Knowledge Management.

Confidential, Miami, FL

ServiceNow Admin/Business Analyst

Responsibilities:

• Worked as a Configuration Analyst responsible for developing and maintaining data within ServiceNow such as configuration items, service catalog items, users, locations.
• Organized Business requirements documents, technical design documents.
• Worked on portfolio to measure the progress of several projects at the same time and to create multi-project reports for analysis .
• Performed annual portfolio planning by selecting demands, projects, and programs
• Tracked the progress and status of all the programs, projects, and demands that are part of the portfolio that can track the costs, resources, schedules, risks, and issues.
• Implemented Incident, Change, Problem management, Service Request Management (SRM), modules along with Orchestration.
• Participated in team meetings to discuss and finalize the requirements from client.
• Dynamically involved in development of UI policies, UI actions, Business rules to implement Incident management.
• Configured events, notifications, Inbound email actions, SLA rules for Incident management process.
• Developed reusable server side (Glide) scripts and Script include modules.
• Designed Service Catalog from the scratch, developed SRM forms and necessary scripting elements.
• Integrated Active Directory with ServiceNow and enable Single Sign on (SSO). Designed workflow to get user details from Active Directory and push in ServiceNow every day.
• Advanced reusable Service Request Management workflows i.e. Approval workflows, Notification workflows.
• Implemented catalog variable set to store and forward Service Request data to Orchestration workflows.
• Pushed Update sets to production and monitored efficiency of the workflows continuously.
• Created orchestration workflows to perform repetitive tasks and reduce human effort.
• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.
• Prepared user manuals for the users and trained them through online.
• Provided consistent support to the client and fixed several issues within the time.

Environment: ServiceNow, JavaScript, HTML, CSS, Glide Script, Active Directory, Jelly, MID Server, Orchestration, SQL Server, Agile Scrum.

Confidential, Long Island City, NY

ServiceNow Developer

Responsibilities:

• Gathering the requirements from all the stakeholders and converting them to the technical requirements to implement change module.
• Primarily responsible for understanding organizational needs and converting functional requirements to define technical scope in implementing CMDB, Change, Incident, Problem management modules.
• Building control framework for the data management in C M DB, as this is the core part of ServiceNow Implementation.
• Designing and modifying of various Business rules, Script includes, UI policies, AJAX Query.
• Manage day to day interactions with administrative clients, sponsors and vendors.
• Involved in project meetings and resolve implementation related issues in the project.
• Understanding the Data relationships and automating the data updates from the multiple sources.
• Identifying the dependencies of CM D B over other modules and creating the scope.
• Defining the change management process as per the organization requirements.
• Deployed MID Servers in Development, Test and production environment.
• Also integrate the legacy tools, if there is any dependency that cannot be eliminated.
• Identify tools purpose summary and retire the legacy tools without any impact on existing process.
• Set-up processes for quick and efficient restores of data.
• Review and manage work allocation to the teams.
• Create validation process with Compliance and IT risk teams who will evaluate the tool Implementation.
• Research of all the existing legacy tools and process involved with them, understanding functionality and simplifying the process, implementing effectively in the new tool.

Environment: HTML, CSS, XML, JavaScript, ServiceNow, C MDB, AJAX, Chan ge Management, In ciden t Management, P rob le m man age m e n t.

Confidential, Nashville, TN

ServiceNow Developer/Admin

Responsibilities:

• ServiceNow planning and implementation.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow offering resolution and design suggestions.
• Design and implement new functionalities using Client Scripts, Business Rules, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists.
• Assisting rollout of new applications and modules.
• Application UI Configuration.
• Service Catalog, Request Workflow Design, Configuration.
• Documentation of changes, new development as technical and functional.
• Created various workflows for Incident Management, Change Management, Service Requests, SLA's.
• Working with functional requirements within ServiceNow for CMS, Catalog Management, Incident, Web services, interfaces.
• Intending the Content Management System for Various system which involve layout, UI pages, CSS, service catalog workflows.
• Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML.

Environment: HTML, CSS, JavaScript, Java, XML, AJAX, REST, ServiceNow Versions Geneva, Fuji.