SUMMARY:

• A Qualified IT Professional with 10+ years of experience as a Service - Now lead Consultant and developer.
• Strong hands-on experience in ServiceNow with Service Catalog Requests, Incident Management, Knowledge Management, Configuration Management, Problem Management, ServiceNow Administration and Change Management.
• Experience implementing ITSM, ITBM, ITAM, HR, ITOM(Discovery) modules in ServiceNow.
• Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.
• Strong skill set in the Service Now suite development including SOAP/REST integration, Web services, Workflow, and CMDB.
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in performance tuning of Remedy and Service-Now Setups.
• Experience in Discovery, Service Mapping - design, planning and implementation
• Experience in SOAP and REST web services.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.
• Experience in automating IT and business processes for operations management using Orchestration.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Experience in creating an Access Control Rule (ACL) and use of scripting tools and Service Now functionality to create script to automate routine tasks being done in ServiceNow.
• Proficient working experience on on-going maintenance, upgrades and technical support to the existing Service Now environments, applications and modules as well developing and implementing additional functionality and modules.
• Develop solutions in the Service Now platform that are sustainable and ITIL compliant, identify and define business solutions for ITIL users.
• Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.
• Create various workflows for process applications for Incident Management, change Management, problem Management Service requests and SLA's.
• Knowledge on BSM Maps, extended tables, variable sets, variables.
• Wrote complex transform scripts in transforming the data into CMDB.
• Experience in developing Service Now customized pages using HTML5, CSS3, AngularJS, and Bootstrap.
• Good knowledge on Single Sign, LDAP, Mid Server on and event based integrations.
• Immense knowledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Expertise on Creating Users, Roles and Groups and load the data to Service Now objects using import sets on daily, weekly, monthly and on request basis.
• Designed, developed, and maintained the report portal, which provides user access to scheduled reports preferences and report parameters.
• Extensively Worked on enhancement requests which required as part of Software Management and Asset Management implementation.

TECHNICAL SKILLS:

ITIL: ITSM, ITIL, Service Now, CMS, SCR, SAM.

Programming Languages: C, C++, Java, ASP.Net (C#), JEE, SQL, PL/SQL, ADO.Net

J2EE: Servlets, JSP, Struts, Spring AOP, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Databases: Oracle 10g, MySQL

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, WebStorm

Version Control Tools: CVS, SVN, GitHub

PROFESSIONAL EXPERIENCE:

Confidential, Dallas TX

Lead ServiceNow Engineer

Responsibilities:

• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Worked on various ServiceNow customizations as per client's requirement.
• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Involved in implementing end-to-end Service Catalog, creation of new record producers, designing new pages.
• Managing Service Now data using scheduled imports and exports and transform maps.
• Full customization of Reports, Email Notification, and Inbound Email Notifications.
• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.
• Experience in configuring the SLAs for various ITIL processes as per the client requirements.
• Responsible for documentation of Configuration, Customization, Integration with External Services.
• Creation of assignment Rules and Approval rules.
• Used Glide Scripting for creating UI Action and Business rules.
• Wrote complex transform scripts in transforming the data into CMDB.
• Experience in developing Service Now customized pages using HTML5, CSS3, AngularJS, and Bootstrap.
• Good knowledge on Single Sign, LDAP, Mid Server on and event-based integrations.
• Immense knowledge about the concepts like LDAP, MID Servers, Workflow administration, Reporting, Form/UI configurations, Notifications, data imports, custom scripting.
• Familiar with the concepts of CMDB and Asset Management Services: Business Services and Configuration item relationships.

Environment: Service Now, JavaScript, Problem, Incident, Problem, Change, Asset, UI pages, Service catalog, Knowledge, CMDB, Integrations, mid servers, LDAP, SLA, reports, Script includes, Asset management, Agile/Scrum module, email notifications, dashboards, workflows, ACL, update sets.

Confidential, IL

Senior ServiceNow Developer

Responsibilities:

• Development of ServiceNow custom applications to manageEnterpriseService Account and Certificate Management CMDB.
• Create custom notifications support expiring Service Accounts and Certificates.
• Managing Service Now CMDB data using Web services, scheduled imports and exports and transform maps.
• Created and Implemented Data Sources and created transform maps to import the data into the ServiceNow from different data sources.
• Created integration between ServiceNow and Venafi Certification management tool to manage Certificate lifecycle using Script Includes and Rest messages.
• Create Workflow for catalog items and record producers.
• Experience in working with the workflows using ServiceNow workflow editor.
• Full customization of Reports, Email Notification, and Inbound Email Notifications.
• Created different inbound actions for to create the Incidents and different RITM’s.
• Created UI Actions, Business Rules, Script Includes and Client Scripts extensively using Glide Forms, Glide Records, Glide AJAX and Glide System.
• Good verbal and written Communication, Strong experience interacting with clients, end-users, requirement gathering, understanding requirements, analyzing solutions.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.

Environment: Service Now, JavaScript, XML, HTML, Windows, UNIX, AJAX, and ITIL.

Confidential, TX

ServiceNow Developer

Responsibilities:

• Developed and implemented Access management and GRC module catalog items using Service Catalog and Workflows.
• Implemented Data Sources and created transform maps to import the data into the ServiceNow from different data sources.
• Used SOAP and REST Web services for integrating Different Instances.
• Created Schedule Jobs to run scripts and import data by running Scheduled transform map.
• Created scripts like Client Scripts, Business rules, Script Includes, UI scripts and UI Policies.
• Used Jelly Scripting for Creating UI Pages and UI Macros.
• Implemented Incident, Problem, Change and Knowledge Management.
• Involved in the implementation of Core Setup (Knowledge, Business Services, Self Service and user data).
• Involved in implementing end-to-end Service Catalog, creation of new record producers, designing new pages.
• Experience on various ServiceNow customizations as per client's requirement.
• Experience on the implementation and maintenance of Business Rules, Client Scripts and UI Policies.
• Experience in working with the workflows using ServiceNow workflow editor.
• Expertise on defining workflows in Service Catalog items, Approvals and Dynamic tasks in ServiceNow.
• Implementing system security by using ACLs and Roles.
• Designed various Workflows for Change Management.
• Customization of table forms using UI Policies, Client Scripts and UI actions.
• Designed various home pages for Admin, ITIL users, etc.
• Magnificent verbal and written Communication, Strong experience interacting with clients, end-users, requirement gathering, understanding requirements, analyzing solutions.

Confidential, Commack, NY

ServiceNow Developer/Admin

Responsibilities:

• Involved in ServiceNow Development, Customization and Administration.
• Implementation of Problem Management, Incident Management, Change Management, Service Catalog Management, Knowledge Management and Email Notifications.
• Worked on UI Policies, Data Policies, Script Includes, UI Macros Scripts based on the customer requirement.
• Making the ServiceNow application more user-friendly and providing good user experience.
• Created UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Glide Records, Glide AJAX and Glide System.
• Administering ServiceNow processes (User management/Group management).
• Writing Catalog client scripts and UI policies to make client-side changes in Service Catalog.
• Imported Configuration Items using import set tables and adding them to ServiceNow to get the work more streamline.
• Worked on UI Macros, Validation Scripts.
• Creation of Workflows for Service Catalog items and Knowledge articles in ServiceNow.
• Integration of third-party web application with remedy through inbuilt BMC Remedy web services.
• Created Scoped Applications as per the requirements.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Working on different kinds of variables and variable sets.
• Customization of Incident Management Application with Normal, Major Incidents.

Environment: Incident management, Service catalogs, Asset management, PPM, work flows, Reports, UI policies, Catalog items, HTML, CSS, AJAX, HTTP, XML, Windows.

Confidential, Richmond, VA

ServiceNow Developer/Admin

Responsibilities:

• Development of ServiceNow applications including modification to existing ITSM modules, designing workflow, and developing Catalog forms.
• Gather the business requirements with the service desk users to understand the existing functionality, current state processes, tools to get better view of the business process and functionality to develop and configure in ServiceNow platform.
• Create data sources for various external applications and used import sets &transform maps to import data into ServiceNow.
• Work on Change management module and customized according to business requirements.
• Create and modify various Business rules, Scripts, script includes, UI Policies and UI Actions.
• Create various SLA’s as per client requirement.
• Create and customize various workflows.
• Perform data migration to import data form other applications and external databases.
• Involve in LDAP integration with ServiceNow for obtaining users and groups.

Environment: Incident management, Service catalogs, Asset management, PPM, work flows, Reports, UI policies, Catalog items, HTML, CSS, AJAX, HTTP, XML, Windows.

Confidential

ServiceNow Administrator

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Prepare Outage reports.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Confidential

Service Remedy Developer / Administrator

Responsibilities:

• Integrated Remedy ARS with HP Open View for tracking availability and performance.
• Involved in setting up Service Desk Application.
• Designed Flashboards to provide real time data.
• Configured Mid-Tier on Solaris & Upgraded to 5.1.2 from 5.0
• Maintenance of company’s custom built & customized applications and involved in the production support.
• Customized OOB HD module and designed custom built CM module based on user requirements.
• Created web views for forms and configured the mid-tier using the configuration tool.
• Worked on the performance of the application by removing the repetitive workflow and adding indexes on field which are used commonly.
• Implement SLA Module to track Internal OLA and Organizational SLA
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Extensive system testing on both the development and production servers and used Migrator to keep both servers in sync.
• Designed reports for Global Support Center by using SQL Loader
• Trained users about the usability and the various processes in the system.