SUMMARY:

• A Certified ServiceNow System Administrator, a competent professional with around 7+ years of IT experience, including 6+ years of experience in ServiceNow Development and Administration.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experience in Installation and Configuration of different modules of ServiceNow.
• Involved in analyzing end - user requirements and working closely with team lead and Business analysts to understand the current ServiceNow system.
• Familiar with various aspects of Scrum and Agile Methodologies.
• Experience enhancing ServiceNow functionality by customizing JavaScript code to support new business needs.
• Experience in Email Integration, LDAP integration, and External Web services Integration (SOAP-based and REST based) in ServiceNow.
• Worked on integrating ServiceNow with third-party applications like Microsoft Office, Google Meet, Microsoft Teams, and DevSkiller Website.
• Worked with REST, GET, and POST using basic HTTP authentication.
• Created HR cases for employees to record the processing of HR requests, such as a request from an employee for a leave of absence.
• Customized Probes, Sensors, and patterns as per the client’s requirement.
• Managed SCCM and Flexera integrations to manage the computer information in CMDB Target Table.
• Configured Mid Servers to manage CMDB Discovery
• Experience working with Ansible and ServiceNow Integration.
• Managed MID Server, Scheduled Jobs, import sets, and transform maps to maintain integration with associated databases and maintain CMDB.
• Expertise in importing and exporting data in ServiceNow.
• Extensive experience in working with JavaScript Frameworks like jQuery.
• Implemented UAT activities in coordination with Business units.
• Experience in working with ServiceNow (Application Programming Interfaces) APIs.
• Expertise in creating and maintaining Access Control rules for securing and providing the proper access to the correct person/role.
• Worked on Table API to perform CRUD operations on existing tables.
• Created Catalog items, inbound email actions, and update sets for service requests.
• Experience in working with the workflows using the ServiceNow workflow editor.
• Expertise in defining workflows in Service Catalog items, Approvals, and Dynamic tasks in ServiceNow.
• Experience creating scripts like Client Scripts, Catalog Client Scripts, UI scripts, UI policies, and Business Rules.
• Good Experience in JSON, JavaScript, Python, HTML, and CSS • Ability to learn code and debug programming languages quickly.
• Working experience in various phases of the Software Development Life Cycle (SDLC), such as Design, Code Construction, and Testing Methodologies, and good working knowledge of Software Development Methodologies like Agile (Scrum, Kanban) and Waterfall.
• An effective communicator with excellent relationship - building and interpersonal skills.

TECHNICAL SKILLS:

Requirement Management: MS Word, MS PowerPoint, MS Excel, and MS Visio.

Programming Languages: C/C++, Java, SQL, PL/SQL.

Scripting Languages: JavaScript, Jelly Script, HTML, CSS, AJAX, XML, JSON, jQuery

Web/Application Server: Tomcat Web Server, MID Server, Web Sphere.

Operating Systems: MacOS, Windows, Unix, and Linux.

Databases: MySQL, SQL, DB2, Mongo DB.

Project Management/Tools: MS Project, MS Office, SharePoint, Trello, Mendix, JIRA.

Object Modelling Software: SDLC, Agile Methodology, Prototype model.

PROFESSIONAL EXPERIENCE:

Confidential, Chicago, IL.

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Created various ServiceNow Applications, Modules, and tables as per requirements.
• Developed Service Catalog by creating new catalog items and designing workflows and execution plans.
• Involved in Development and configuring the Business Rules, Client Scripts, UI Policies, Data Policies, and UI Actions.
• Used Discovery to find and add CIs.
• Configured IP network to allow devices within a network to be discovered.
• Used import sets and transform maps to import data into ServiceNow.
• Created Server-side scripts and client-side scripts, and the script includes.
• Involved in redesigning the workflows using the ServiceNow Workflow editor.
• Created Schedules, Reports and monitored the performance of ServiceNow.
• Involved in LDAP integration with ServiceNow for obtaining users and groups.
• Worked on Service Portal, which includes Customizing Pages, Widgets and making use of mobile-friendly Client Scripts.
• Designed new Service Portals using HTML5, Angular JS, jQuery, Bootstrap, and CSS.
• Documented all implementations and best practices defined by the team.
• Performed day-to-day administration of the ServiceNow tool and maintained business services and configuration item relationships in ServiceNow.
• Performs core configuration tasks, including system policies, business rules, and client scripts.
• Managed data with Tables, Import Sets, and Updated Sets.
• Created workflow activities and approvals. Implemented new workflows that use a variety of activities to understand how records are generated from workflows.
• Performed migration activities (Dev to UAT to Prod).

Environment: ServiceNow Istanbul, Glide Script, JavaScript, Jelly Script, Agile, AJAX, SOAP, REST, SSO, LDAP, Workflows, Incident, Change, HTML, and CSS.

Confidential, Irving, TX

ServiceNow Developer

Responsibilities:

• Developed Service Catalog options in a secure environment, including two-step checkout, cart controls, and variables.
• Performed advanced customizations that included Business Rules, UI Pages, UI Macros, UI Scripts, Script Includes, Client Scripts, Workflows, Custom Tables, Reports, and more.
• Configure Email Notifications and created inbound email actions for various approval and service request tasks.
• Responsible for ITBM Delivery and implementations, road maps, and organizational change management.
• Developed and presented comprehensive ITBM content to train clients and fellow employees on the platform's power strengthened with ITBM functionality.
• Integrate ServiceNow Aegis using REST which terminates and provisions user’s access to servers.
• Experience with Service Portal to determine the users logging into the portal and customizations with a combination of system properties and script includes.
• Developed UI Appearance for Service Catalog Requests in the end-user portal using widgets.
• Customized and created workflows for change management, Configuration Management, knowledge management, and service catalog items.
• Implemented automatic change management approval.
• Maintain and recommend improvements to facilitate the effective use and integrity of the CMDB and Interface with other support organizations to ensure the effective use of the CMDB.
• Active participation in the ongoing evaluation of the Configuration Management process.
• Created various Discovery Schedules to manage IP-based CMDB Discovery in ServiceNow.
• Configured Mid Servers to maintain discovery Schedules, Used load Balancers for stabilization.
• Increase the broader IT community's overall awareness of configuration management/Asset processes.
• Identify opportunities to better govern Service Management processes through Continual Service Improvement (CSI).

Environment: ServiceNow, ITIL, Asset Management, CMDB, Incident Management, JavaScript, Angular 4, HTML5, Web services, XML, jQuery, JSON, Change Management, ITSM.

Confidential, Tampa, FL

ServiceNow Developer

Responsibilities:

• Experience in implementing end-to-end Service Catalog, Incident Management, Change Management, and Release Management with extensive knowledge of Content Management Systems.
• Good knowledge of IT Infrastructure Library (ITIL) standards which are helpful in the development and customization of IT service management applications.
• Developed solutions using JavaScript, Web services, and Rest/SOAP API to integrate ServiceNow with internal/external systems.
• Identify and define the Business Configuration & Asset Management requirements with the customer collaboratively as input to developing the Configuration Management System (CMS).
• Configuration and customization of Help Desk, Change/Incident/Problem/Asset Management Modules including Business Rules, Client Scripts, Dictionary Overrides, UI Policies, and UI Actions based on user requirements.
• Involved Design and Configuration of the Service Catalog and perform day-to-day administration of the ServiceNow tool to maintain business services in the ServiceNow tool.
• Design and implement business solutions on the ServiceNow ITSM platform.
• Worked on Data Sources, Import Sets, and Transform Maps to do the bulk loads into the CMDB target classes.
• Worked on both Hardware and Software Assets.
• Worked on Asset Now Portal, which is easily accessible for end users to create assets from their end.
• Gathered requirements from stakeholders at various phases to leverage ServiceNow within the organization on the end-user self-enablement portal using CMS.
• Implemented, documented, and maintained the ServiceNow platform to support ITIL and business processes to meet specific business needs.
• Worked on Agile Method environment and regularly implemented the changes the business owners required.

Environment: JavaScript, HTML, CSS, AJAX, Rest Web Services, ServiceNow, CMDB, ITIL, jQuery, XML, Change Management, Asset Management.

Confidential

ServiceNow Developer/Administrator

Responsibilities:

• Implementing end-to-end Service Catalog, Incident, Problem, Change, Configuration & Asset Management, Release Management, and Knowledge management.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML5.
• Resolved typical user access and role issues by checking the active directory and user table.
• Wrote client scripts and UI policies to make client-side changes.
• Created UI pages to use them in catalog items; implemented using UI scripts.
• Created knowledge articles to document the steps in creating the catalog items.
• Re-designed workflows using workflow editor; reconciled complicated workflows to a more straightforward form.
• Creating dashboards and widgets using Performance Analytics and counseling the stakeholders.
• Developed UI Actions; the script includes business rules for the overall platform.
• Developed service catalog, including creating new catalog items and designing workflows and execution plans.
• Implemented data security using Access Control Lists (ACL) and Data Policies.
• Worked with JIRA to track project task completionFollowed up with clients and customers on process requests and unique requirements.
• Participated in daily Agile scrum meetings with managers.
• Conducting sprints by meeting with Product Owners, defining the Business Outcomes, Features, and User Stories, and assigning tasks to the team by completing Scrum methodologies like Backlog creation and grooming, Sprint planning, Scrum meetings, Sprint Review, Sprint Retrospective.
• Daily evaluation of existing IT processes to identify gaps and ensure policies are being adhered to most efficiently and effectively.
• Worked with the business and technical teams to clarify functional requirements.
• Documented detailed proposals, functional, data business requirements, process flows, use cases, information needs, and test scenarios and obtained operational design specification approvals.

Environment: JavaScript, HTML, CSS, Glide script, Discovery, Web Services, ServiceNow, ITIL, jQuery.