SUMMARY

• Over 9+ years of experience in IT wif over 4 years of good experience on ServiceNow Development, Maintenance and administration.
• Good experience in developing workflows and in customizing the applications in ServiceNow using Java script, AJAX, HTML and DHTML.
• Extensive experience on technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Expertise in Design and developing custom applications in ServiceNow and utilize its potential in PaaS (Platform - as-a-Service).
• Extensive experience on Job scripting wif the halp of BMC Control-M.
• Expertise in Design and development of CMDB (Configuration Management) in ServiceNow.
• Expertise in Design and configure ITSM (incident, change, problem) in ServiceNow.
• Excellent communication and interpersonal skills.
• Extended experience in systems testing, integration testing, UAT testing, positive and negative, functionality testing, and regression testing.
• Thoroughly experience wif use cases, and user requirement specification documents.
• Experience in automation testing using QTP.
• Well Experienced in writing VB Scripts in QTP and Java and Python in Selenium
• Used various Concepts of QTP such as check points, regular expression on various stages of application in different projects.
• Expertise in Configuring SSO.
• Extensive use of Selenium IDE and WebDriver, JUnit, JMeter, JSON and TestNG.
• Proficient in using Soap UI for testing Web Services.
• Upgraded the instance from Fuji to Geneva patch 5 and tan to Helsinki Patch 3 and Patch 8 and to Istanbul patch2

TECHNICAL SKILLS

Ticketing tools: ServiceNow( Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management), Managenow, Share point.

Database: MS Access, Oracle 9i, MS SQL Server, Oracle

Data Modeling: Erwin, Visio 2003

Scripting Languages: SQL, T-SQL, VBScript

Testing Tool: HP Quality Center 10.0 and 11

CRM Tools: Kana CRM, Clarify

Testing tools: Selenium, QTP, LoadRunner

Languages: Java, J2EE, HTML, SQL

Operating System: Windows, XP, LINUX

PROFESSIONAL EXPERIENCE

Confidential, Bellevue,WA

ServiceNow Administrator/Developer

Responsibilities:

• Resolving Incidents, Catalog Tasks dat are assigned to Our Global Marketing Operations Group.
• Creating of Record Producers dat runs on Individual table wif over 100’s of variables and rules around dat.
• Mapping of variables on Record producer to the back end table and creating a process flow for dat table.
• Creating New tables for supporting Marketing module and has m2m Realtionship wif Foundation tables
• Responsible for loading data on all tables for Area Pilot Testings.
• Involved on Instance Upgrade wif EIS team to report and resolve any issues wif platform Upgrades.
• Participate daily on Internal Team Meetings and discuss over UAT issues, Platform Issues, Adhoc tasks.
• Walk through stories dat are going to develop on Marketing Module in Ship Review
• Walk through change sets dat needs to be pushed from Dev to UAT in Code Review
• Coordinate wif Offshore Dev team and assign daily work and monitor status on regular basis.
• Extensive experience on developing Catalog Items for Marketing Module.
• Implemented End to End Process Workflow for Marketing Service Requests.
• Implemented SLA Process for Marketing Service Requests.
• Roles/Group Combination setup and assignment of process access to Users.

Confidential

ServiceNow Admin/Dev

Responsibilities:

• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow wif other systems and customization.
• Resolving Incidents, Catalog Tasks dat are assigned to Our IT Management Platform Group.
• Developing the assigned Stories and fixing the assigned Defects to our Group
• Involving in Platform Upgrades and resolving the issues and Open up Hi Incident if needed.
• Expertise in Design and configure ITSM (incident, change, problem) in ServiceNow.
• Hands on Experience in Project Management (Story, Enhancement, Sprint Planning,Demands,Release) in ServiceNow.
• Hands on Experience on Marketing Module.
• Hands on Experience in Performance Analytics.
• Hands on Experience in Planning Console, Project Workbench, Resource Reports, Setting up Agile Groups, Project Tasks, Scrum Tasks Manage Story by Sprint Charts, Expense Lines, Purchase Orders, Task Progress board, Story Progress board, Visual Task Board, Gantt Bar
• Invloved in Upgrading the instance from Fuji to Geneva and tan to Helsinki Patch 3 and Patch 8 and to Istanbul patch2.
• Cloning of Dev, Test, Train, Sandbox Environments.
• Upgrading Lower Instances.
• Work on Incidents and Tasks on International Instance.

Confidential, Eagan, MN

Servicenow Admin/Dev

Responsibilities:

• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations dat require modification of UI Pages/Macros.
• Experience wif jelly scripting in serviceNow.
• Designed Workflows, along wif standard Workflow templates which can be reused.
• Strong noledge of the server side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along wif Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to improve automation and efficiencies in ServiceNow.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow wif other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow).
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Involved in daily, weekly and monthly meetings wif client on the work progress and discussions on the upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.

Confidential, Sunnyvale, CA

Servicenow Administrator

Responsibilities:

• Communicating wif end users, identifying their difficulties and changing the applications as per their requirements.
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Planned and implemented a complex, enterprise wide, six sigma, and global, Infrastructure Asset Management In-sourcing project.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Planning and coordinating the execution of Implementation along wif Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Project Managing the development, Testing and Implementation of OIPG Engagement Dashboard for all the Streams of OIPG.
• Implementation of changes to improve automation and efficiencies in Service Now.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow wif other systems and customization.
• Development of enterprise application and integration on Salesforce/dot net/Java/JEE/JSP/Servlets wif web services SOAP and REST.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Managed all Change Management Information (ServiceNow).
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives. Consolidating all global IT to a single system of record.
• Monitored the work items dat has been given by client and evenly distributed among the team to make sure ETA is met appropriately.
• Has exposure to SAAS (Software as a Service) wif experience in Process Implementation (Knowledge Management, Configuration Management and Change Management).
• Involved in daily, weekly and monthly meetings wif client on the work progress and discussions on the upcoming work
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes

Confidential

IT Operations Service Desk

Responsibilities:

• Working noledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
• Familiarity wif the fundamental principals of ITIL/SLA.
• Support for computer hardware and any authorized desktop software
• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks dat has authorized access to the network
• When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members
• Develop trends by monitoring and analysing incoming calls, problems and support requests
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician
• Identify and learn appropriate software and hardware used and supported by the organization • Perform post-resolution follow ups to halp requests
• Reinforce SLAs to manage end-user expectations

Confidential

IT Operations Service Desk

Responsibilities:

• Dealing wif hardware and application support queries and issues reported to the support desk
• Take ownership and responsibility of an issues from start through to a successful resolution
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Dealing wif queries by following departmental procedures for fault resolution
• The duties requires dat the Service Desk Agent receives and logs work requests using some applications such as Sap CRM or related applications dat is approved by Bank
• Ensures dat supported customer accurately completes the approved work request wif the date and time of submission
• The Service Desk Agent must ensure the support team members close out their work orders properly

Confidential

IT Operations - Service Desk

Responsibilities:

• Develop sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
• Develop technical noledge of each system wifin company profile and specialised noledge of certain nominated areas
• Maintain adequate noledge of operating systems and application software used to provide a high level of support
• Maintains and consistently demonstrates a general noledge of company guidelines, processes, practices and procedures