SUMMARY

• Over 6+ years of experience in ServiceNow Development, Maintenance, Support and Administration.
• Hands on experience on various IT Services of Service - Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services
• Functional knowledge and implementation experience of ITSM frameworks.
• Hands on experience in web development using HTML, JavaScript, CSS and application development using C#, ASP.Net.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Discovery, Workflow, and CMDB.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Created an Access Control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• An understanding of IT Asset & Configuration Management Methodology. Basic understanding of the ITSM/ITIL principles. Worked on waterfall, SDLC, Scrum environments.

TECHNICAL SKILLS

Packages: MS office, UNIX, LINUX, Ubuntu

Languages: C, C++, HTML, XML, JavaScript, SQL

Operating Systems: Windows XP/2000, Windows, Mac

ITSM Tools: Service-Now, ITSM Suite, LD

Version Tools: GIT, Jira, Perforce, Jenkins

Databases: SQL Server 2012

Web Technologies: HTML5, CSS, REST, SOAP, Angular JS

PROFESSIONAL EXPERIENCE

Confidential, Columbus, OH

ServiceNow Developer/Admin

Responsibilities:

• Implementation and Administration of ITSM (Incident, Problem and Change) Management Processes, Building Service Catalog, CMDB (Configuration Management Database) Maintenance and Custom Application Development in Service Now.
• Created Applications, Modules, tables, Columns as per the requirement specification in Service Now.
• Involved in creating users, groups, roles and load the data to service now using import sets on daily, weekly or requirement basis.
• Development of Service Catalog which includes creating new Catalog items, designing workflows and execution plans.
• Worked with reporting in configuring Service Level Agreements (SLA).
• Involved in LDAP integration with Service Now for obtaining users and groups.
• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.
• Involve in migration between various environments in Service Now using update sets and import sets.
• Utilized Orchestration to extend workflows to interact with systems and applications outside the Service now instance.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.
• Involved in upgrading version of Service Now from Fuji to Geneva and Geneva to Helsinki with focus on Service Catalog and have knowledge with patches for same version.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on Glide AJAX and Glide Records for scripting and UI actions.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Worked on scheduling the report generation in Service Now as per the requirements.

Confidential, St louis, MO

ServiceNow Developer/admin

Responsibilities:

• Working with client and functional requirements within Service Now.
• Assisting client implementing the Managed Service Provider instance for Service-Now and domain separation for Service-Now Instances.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc.
• Service Catalog and Request Workflow Design and Configuration
• Designing the Content Management System for Varian system which involved layout, CSS and service catalog work.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented.
• This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many ci’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.

Confidential, NJ

ServiceNow Developer/Admin

Responsibilities:

• Effective Participation in Implementation, Customization and Maintenance of ITIL modules such as Incident, Asset, Change, Problem, Knowledge, Service Catalog in ServiceNow.
• Design the LDAP Integration by incorporating Active Directory to ServiceNow.
• Configure Altars application to bring resource related information into ServiceNow by utilizing SOAP calls and API's.
• Communicating with end clients, distinguishing their troubles and changing the applications according to their prerequisites.
• Created different front-end forms, and related Client Scripts, UI policies, including propelled customizations that require adjustment of UI Pages/Macros.
• Composed UI Page and UI Macro utilizing the Jelly and JavaScript.
• Independently performed Discovery Application for populating CMDB.
• Managed end client portal and developed dynamic, static piece for the Content Management System(CMS).
• Implemented best routine with regards to ServiceNow Scripting, which improved the System execution.
• Designed Workflows, alongside standard Workflow layouts which can be reused.
• Firm skills of the server-side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications utilizing ITIL V3 benefits best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to enhance automation and efficiencies in ServiceNow.
• Technical implementation of different ServiceNow modules such as Change
• Management, Incident Management, Problem Management, Service Catalog,
• Configuration Management.

Confidential

ServiceNow Developer/Administration

Responsibilities:

• Effective Participation in Implementation, Customization and Maintenance of ITIL modules such as Incident, Asset, Change, Problem, Knowledge, Service Catalog in ServiceNow.
• Design the LDAP Integration by incorporating Active Directory to ServiceNow.
• Communicating with end clients, distinguishing their troubles and changing the applications according to their prerequisites.
• Created different front-end forms, and related Client Scripts, UI policies, including propelled customizations that require adjustment of UI Pages/Macros.
• Composed UI Page and UI Macro utilizing the Jelly and JavaScript.
• Independently performed Discovery Application for populating CMDB.
• Experience in Email Integration, LDAP integration, External Web services Integration (both SOAP based, and REST based) in ServiceNow.
• Implemented best routine with regards to ServiceNow Scripting, which improved the System execution.
• Experience in developing webpages using JSP, HTML, CSS, XML, JavaScript, Bootstrap
• Designed Workflows, alongside standard Workflow layouts which can be reused.
• Firm skills of the server-side scripting Business rules and Script Includes.
• Implemented ServiceNow ITSM applications utilizing ITIL V3 benefits best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Planning and organizing the execution of Implementation alongside Technical/Business approvals post each Maintenance/Major discharge in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Implementation of changes to enhance automation and efficiencies in ServiceNow.
• Technical implementation of different ServiceNow modules such as Change
• Management, Incident Management, Problem Management, Service Catalog,
• Configuration Management.

Confidential

Java Developer

Responsibilities:

• Involved in analyzing system by gathering the requirements of Integration process.
• Designed and Developed UML diagrams like usecase, Class diagrams and Activity diagrams using Visio tool following agile methodologies.
• Developed Webservices and exposed WSDL for clients interacting with ESB.
• Involved in integrating Web services with progress Sonic ESB.
• Involved in developing webservices to take inputs from few applications using Spring Framework2.5.6.
• Designed and developed ESB processes for integrating the applications and involved in developing JMS Topics/Queues for applications data exchanges.
• Worked on XML, XSD and Transformations like XSLT and XPath for data validations and exchanges.
• Worked extensively on developing Java processes using Spring framework, hibernate to process National Information Exchange Model (NIEM) formatted exchange of data
• Designed and developed JMS messaging services using J2EE by developing queues/Topic, sessions and endpoints in ESB.
• Worked on Subversion for version control. Developed scripts to build and package.
• Trouble-shooting the application deployed over ESB environment and test application interaction with Progress Sonic ESB.