SUMMARY:

• Around 6 years of professional IT experience and 4+ years of experience in ServiceNow platform as both Administrator and Developer.
• Configured Applications using ServiceNow tool used in ITIL Management. Strong understanding of ITIL V3.
• Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large - scale ServiceNow implementations.
• Involved in all the different phases of the Software Development Life Cycle such as Requirements analysis, design, implementation, testing and support.
• Worked on implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting and Discovery.
• Good Experience in Creating Roles, Profiles, Applications, Workflow Alerts and Actions, Email Services Approval Process and Page Layouts.
• Experience in working with UI Actions, UI Policies, UI Macros, and Data Policies in ServiceNow.
• Experience in designing, developing, customizing and administering ITSM suite of applications.
• Expertise on defining workflows in Service Catalog items, Approvals, and Dynamic tasks in ServiceNow.
• Worked on Business Rules, Client Scripts, Scheduled Jobs and Notifications
• Created Email Notifications and Actions and Customize Migrations between Instances using Update Set.
• Implemented ACL’s. Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.
• Customized Service Catalog Management and developed Custom Reports.
• Good knowledge in how the Service Mapping works with the patterns in ServiceNow
• Experience in development of Service portals with the help of HTML, CSS, Bootstrap, JavaScript, Angular JS and Ajax
• Used Glide Scripting to develop Business rules.
• Designed Frontend with in object-oriented JavaScript Framework.
• Experience in Installation and Configuration of different modules of Service-Now.
• Functional knowledge and implementation experience of ITSM frameworks.
• Good knowledge of CMDB and Asset Management Services, Business Services and Configuration item relationships.
• Good experience of integrating ServiceNow with third party tools with SOAP and REST services.
• Good understanding of object-oriented analysis design and application development.
• Experience in working with the workflows using ServiceNow workflow editor.
• Integration of SFDC with external Web Service API’s.
• Involved in Data Integration and Migration with the existing Legacy systems using data loader.
• Ability to design new requirements for enhancements
• Environments, working with different aspects of Web Services (XML, WSDL, and SOAP).
• Good Communication, Analytical and problem-Solving skills.

TECHNICAL SKILLS:

Web Technologies: JavaScript, Angular JS, HTML, CSS, XML, DHTML, Ajax

Operating Systems: OS/390, MS Windows

ITSM Tools: ServiceNow

Tools and Packages: MS Office

Software Methodologies: Waterfall, Agile

Protocols: HTTP,HTTPS,FTP,FTPS,SFTP,SOAP

WORK EXPERIENCE:

ServiceNow Administrator/Developer

Confidential, Winston Salem, NC

Responsibilities:

• Involved in requirement gathering sessions with the client and created the specification documents (technical and functional) as per the requirements.
• Involved in Implementation, Customization, and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in Service Now.
• Facilitating rollout of new applications and modules.
• Worked on creating the workflows for Incident Management, Change Management, Service Requests and SLA’s.
• Worked on configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Imported many CI’s with the help of import set tables.
• Performed code migration with the help of Update Sets.
• Used Web Services, Email Integration to integrate applications and data sources.
• Developed Custom Application and integrated through Email Integration for automated ticket creation.
• Worked on Integration of SFDC with external Web Service API’s.
• Working with client and functional requirements within ServiceNow.
• Worked on Service Catalog, Workflow Design, and Configuration.
• Designed and implemented new functionality using Business Rules, UI Policies.
• Created Buttons and context menus both on form and lists using UI actions.
• Developed solutions using JavaScript, Web Services, SOAP to integrate ServiceNow with internal/ external systems and tools.
• Worked on Reports and Dashboard.
• Created transform maps for importing CMDB data.
• Designed many email templates with the help of html and jelly scripting and used them in notifications.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Created data sources and loaded the Service Now tables with different data formats and created transform maps both Automatic fields mapping and scripting.
• Developed Service catalog by creating new catalog items, designing workflows and execution plans.
• Implemented various Validation Controls for form validation and implemented custom validation controls with JavaScript validation controls.
• First point analysis on tickets and assigning them to service line based on scope.
• Involved in setting up the SLAs as per the requirements.
• Written script includes and invoked them in business rules and client scripts.
• Took active part in data modeling and developed metrics reports as per requirements.
• Imported Active Directory to Service now using data sources.

ServiceNow Administrator/ Developer

Confidential, Chicago, IL

Responsibilities:

• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Involved in setting up the SLAs as per the requirements
• Involved in implementing and maintaining the ServiceNow platform to meet the business processes and support ITIL.
• Developed Import Sets to import data from different Sources.
• Developed Transform maps to map values between Import Set and ServiceNow tables.
• Involved in developing Transform Scripts to trigger events during import process.
• In depth experience in end-to- end asset management which includes both enterprise and end-user assets.
• Implemented ACL’s. Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.
• Developed Scripts to invoke existing Script Include.
• Designed and delivered technical methodologies around the Service Now platform.
• Installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Developed reports as per requirements from management.
• Supported the team responsible for the implementation and administration of the ServiceNow
• Worked with Apache Jelly to create various kinds of UI pages and Macro templates.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Worked on various modules of ServiceNow like Incident management, change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Developed theUIwith extensive use of JavaScript, JSON and Ajax.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Customized Service Catalog Management.
• Currently working to develop new service catalog items and fix bugs in incident, problem, and change management.

ServiceNow Administrator

Confidential

Responsibilities:

• Performed day to day activities such as managing Incidents, Requests, Creating/ Modifying groups and Users.
• Created Lists, Forms and added different types of fields to tables.
• Created Client Scripts, UI policies, UI scripts, UI pages and used glide scripting to develop business rules.
• Created Transform maps for importing CMDB data.
• Worked on Report, Dashboard designing on the performance and analytics application.
• Involved in developing workflows forms and views.
• Reviewed Business Rules and recommended solutions for implementation.
• Created Service Catalog based on clients requirements and also created Workflows to support the approval and task assignment.
• During development worked with JavaScript to create front end and back end components such as Forms, Buttons, Views, Pages, Business Rules and Workflows.
• Developed Scripts to invoke existing Script Include.
• Worked Email Template and notification and also worked on notify to communicate to group of users.
• Developed View, approval and assignment Rule Development.
• Developed SLA for the organizations.

Web Developer

Confidential

Responsibilities:

• Designed web application layout and form using HTML, CSS and jQuery.
• Handled all the client-side validations, slide show, hide and show controls, dropdown menus and tab navigation using JavaScript.
• Developed front-end screens with HTML, DHTML, CSS, JavaScript's and JSP's.
• Designed Java Server Pages required for the application.
• Developed JSPs and Servlets to dynamically generate HTML and display the data to the client side.
• Used jQuery to develop a modular approach that allows the creation of powerful and dynamic web pages and web applications.
• Worked and created employee login id's email pages by using HTML, CSS and Angular Js.
• Used AngularJS as the development framework to build a single-page application.
• Used XML/XSLT for web-based Reports and used JDBC API to access database.
• Developed Ant builds script and ant task classes to clean, compile, copy, run, doc, deploy, jar, war and ear files.
• Participated in day-to-day meeting, status meeting, strong reporting and effective communication with project manager and developers.